TCS customer analytics software taps internet of things data for connected customer experiences

Organizations 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 organization they encounter -- in person, online and increasingly through curated experiences involving multiple brands. They expect their favorite brands to immediately understand and respond to their unique needs at precisely the right moment, regardless of circumstances.

Fueling 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.

“Almost overnight, the customer experience has morphed into a virtuous cycle of escalating consumer expectations,” said Seeta Hariharan, General Manager and Group Head of TCS Digital Software & Solutions Group. “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 & Insights software and TCS’ Intelligent Urban Exchange smart cities software. Through Connected Consumer Intelligence, 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 organizations.