In this post you'll learn more about the release of our new premiere product offering from Business Analytics, IBM Predictive Customer Intelligence. IBM Predictive Customer Intelligence is a pre-integrated, packaged solution infusing predictive analytics into every operational decision at point of contact. This was done with purpose to deliver the optimal action every time with every customer across all customer touch points – mobile commerce, call center, ecommerce, social media and more. IBM Predictive Customer Intelligence provides marketing, customer service and sales organizations game-changing, rich predictive analytical insights in real time to deliver the most appropriate action; whether it be a personalized cross-sell or up-sell offer, a proactive communication for churn intervention, or discerning unique attributes of customers to enable that 1:1 micro-segmentation delivering those ‘markets of one’.
Here's Catherine's post:
Ever notice the difference between an average customer experience and an exceptional one? Of course you do – all the time. As the customer, don’t you always expect to be treated as a unique individual? Similarly, are you ever offended by the ‘one size fits all’ offers that flood your inbox, or the customer service interactions that leave you infuriated by your brand’s inability to know you in context?
Now, what if your brand of choice always knew you in context always providing personalized offers (and not only after you just spent a portion of your paycheck with them!) ably following your changing preferences and opinions to intelligently up- or cross-selling you with productive, high value (and RELEVANT!) dialogue whether you're browsing the company's website on your smartphone or laptop, perusing their social media app, or simply having a conversation with their call center rep?
Enter IBM Predictive Customer Intelligence
A reckoning has arrived with the arrival of IBM Predictive Customer Intelligence, our new premiere product offering from Business Analytics software at IBM. This solution provides that customer experience we can only dream about – TODAY!
IBM Predictive Customer Intelligence (PCI for short) is designed to help marketing, customer service and sales teams create personalized, relevant experiences for individual customers in real time with a focus on driving new revenue and increasing customer lifetime value. IBM Predictive Customer Intelligence transforms the customer experience by making the most appropriate recommendation for action at the point of contact – all accomplished within that interaction and across all customer touch points. PCI gathers relevant customer information from internal and external sources and infuses predictive analytics into operational systems with real time scoring to make automated, optimized real-time action recommendations during customer interactions as well as proactively addressing customer dissatisfaction and minimizing risk of customer migration.
What does this mean for marketers?
Vastly improved targeting, customer segmentation – that 1:1 micro-segmentation with unique attributes and offer optimization to name a few benefits. Not just the offer of the day – but an offer modeled and scored specifically for “you” – not just the run of the mill customers.
What does it mean for customer service?
Better quality and efficiency of service – scored offers or recommendations at a service rep’s fingertips with full, contextual understanding of the customer on the line – in real time - without having to click through a dozen or even a handful of screens.
We’ll talk more about PCI in the postings over the next few weeks – stay tuned for updates.
Read more about IBM Predictive Customer Intelligence here.