June 05, 2018

TCS customer analytics software taps Internet of Things data for connected customer experiences

Tata Consultancy Services’ new Connected Intelligence Platform (CIP) delivers personal, memorable, and timely customer experiences, enabling businesses to turn data insights into dollars

NEW YORK | MUMBAI: Tata Consultancy Services (TCS), (BSE: 532540, NSE: TCS) a leading global IT services, consulting and business solutions organisation, has introduced Connected Intelligence Platform (CIP) analytics software that helps companies deliver breakthrough customer experiences driven by insights from the physical and digital worlds, and interactions with other brands.

Organisations in all industries are anxious to find new ways to deliver experiences that reach the hearts and minds of today’s connected consumer. Across generations, people expect rewarding experiences from every organisation they encounter -- in person, online and increasingly through curated experiences involving multiple brands. They expect their favourite brands to immediately understand and respond to their unique needs at precisely the right moment, regardless of circumstances.

Fuelling expectations, consumers now routinely interact with companies through smart home appliances. Each time they have a better customer experience it pressures firms in all sectors to deliver more. With experience marketing driving social media engagement that can make or break corporate fortunes, customer experience has become the new competitive battlefield.

TCS’ CIP helps companies succeed in this environment by delivering deeply personal, memorable and timely customer experiences. CIP connects diverse real-time sources of data from the Internet of Things, customer records, physical stores and branches, and unstructured data, forming it into Connected Consumer Intelligence™ for designing immersive customer experiences.

Seeta Hariharan, general manager and group head, TCS Digital Software & Solutions group, said, “Almost overnight, the customer experience has morphed into a virtuous cycle of escalating consumer expectations. Each time a consumer has a great experience, it immediately sets the bar higher for the next brand they interact with. Now that the Internet of Things provides elusive real-time context, companies can integrate all kinds of data insights around the connected consumer.”

CIP is based on the proven big data analytics foundation in TCS’ Customer Intelligence and Insights software and TCS’ Intelligent Urban Exchange smart cities software. Through Connected Consumer IntelligenceTM, CIP brings together insights from diverse data sources, even ones from niche domains that were never designed to be used in tandem. Firms can shape these connected insights into new forms of value to meet the ever-changing needs of customers, across their physical and digital worlds and through interactions with other organisations.

Companies in all industries can use CIP to design timely customer engagement strategies that logically connect each individual touch point along a consumer’s digital and physical journey. For example, consider how the thrill of the new car buying experience is interrupted by applying for financing. Deploying CIP to connect the dots with data, a bank could infer a consumer is interested in a particular car model. By pressing one button on the bank’s app, the buyer could have a customised financing offer in hand right after completing a test drive and a new car in her driveway sooner.

Across all sectors -- from manufacturing to insurance -- anticipating customer needs based on an individual’s real-time circumstances has the potential to turn data insights into dollars. Using augmented intelligence and machine learning, CIP helps companies design and deploy analytics use cases that are highly customised for their needs and which continuously improve.

TCS Connected Intelligence Platform is available now from TCS Digital Software & Solutions group. For more information, click here.