Customer Intelligence System with Informatica Customer 360 Insights
Organizations who want to make every customer experience exceptional need to understand and anticipate their customers' attitudes, intentions, and actions. Informatica Customer 360 Insights (formerly AllSight Intelligent 360) helps business users understand the context of customer behavior and intent through data. The system is designed to enrich customer profiles with insights from both core master data as well as from non-master data including unstructured data.
Informatica Customer 360 Insights (C360i) supports both operational and analytical use cases such as marketing transformation, personalized campaigns, omni-channel journey, and deep analytics such as next best action/offer/intention, churn risk, and others.
Customer Perspective synthesizes all sources of data into one visual application showing a complete Customer 360 of purchase history, quotes, service requests, and digital interactions. The configurable application drives operational uses case for marketing, sales, and customer service. Organizations can instantly view all relevant demographic information, gain meaningful personality traits, view analytical insights such as sentiment, and view all interactions over time in a complete customer journey UI.
For marketing and business analysts, Customer Graph visually links relationships and makes it possible to traverse data between customers to understand how they are interrelated. Analysts can conduct free form queries across all customer data to understand channel preferences, determine influencer relationships, and discover new insights.
Interaction Predictor UI analyzes all known interactions with a customer and displays the most probable reason for a customer inquiry to a Customer Service Representative (CSR).. Based on analysis from customer sources such as web chats, emails and service data, Interaction Predictor determines what products the customer may be inquiring about, the customer sentiment towards that product, a possible reason for the inquiry and actionable options for resolution.
CustomerLink is a perspective-centric stewardship application that allows data stewards to view customer and entity-records within customizable data confidence levels and refine the synthesis (matching) of this information. CustomerLink is based on machine learning so data steward's decisions continually re-train AllSight's synthesis algorithms so that future matches are scored more accurately.
For marketing professionals and analysts who need to view, analyze and aggregate customer data, the Visual Analytics application is configured with a number of charts, maps and tables visualizing customer data from multiple perspectives. The application aggregates vast amounts of data into an interactive tool and creates dynamic views of market segments based on analytical insights.
Positive Business Outcomes
C360i enables organizations to become more customer-centric by building an intelligent Customer 360 that:
- Provides deeper insight into customer digital/in person interactions to improve customer experience & retention
- Creates actionable insights on up-sell/cross-sell, targeted marketing and personalization opportunities at the individual customer, organization and market segment level
- Speeds and scales matching of customer data (prioritizes data steward resources on most important tasks by using ML to automate matching)
As the world’s leader in Enterprise Cloud Data Management, we’re prepared to help you intelligently lead—in any sector, category or niche. Informatica provides you with the foresight to become more agile, realize new growth opportunities or create new inventions. With 100 percent focus on everything data, we offer the versatility needed to succeed.