June 12, 2018
TCS named a Leader in customer journey and analytics software by EIQ Research
Report ranks Tata Consultancy Services’ CI&I software as Best in Class in customer data aggregation, analysis and segmentation, customer journey, and integration capabilities
NEW YORK | MUMBAI: Tata Consultancy Services, (TCS), (BSE: 532540, NSE: TCS) a leading global IT services, consulting and business solutions organisation announced today that its Customer Intelligence & Insights (CI&I), a pre-integrated and operational analytical software solution, has been recognised as a Leader in customer journey analytics software in a recent vendor assessment by EnsembleIQ Research Solutions (formerly EKN Research)1.
The report ranks TCS’ CI&I software as best in class for (a) aggregating and synthesising data from multiple sources and running various algorithms to segment the data in a structured manner, (b) its ability to capture the end customers’ journey across multiple channels, platforms and devices, and (c) infrastructure performance and integration abilities including CRM/loyalty integration, channel integration, cloud integration, data-services integration, and scalability.
Seeta Hariharan, general manager and group head, TCS Digital Software & Solutions group (DS&S), said, “Today’s connected consumers demand retailers interact with them in highly personalised and timely ways across their merging physical and digital worlds. Successful retailers are harnessing insights from the Internet of Things, social media and other diverse sources to understand the best time, place and context to interact with customers. This recognition from EIQ Research validates that high precision marketing will help determine the future winners in retail.”
TCS’ CI&I for retail helps retailers compete more effectively for the loyalty of today's connected consumers. It collects and analyses large volumes of data in real time using big data analytics, enabling retailers to deliver exceptional customer experiences at every step of the customer journey -- across all channels -- quickly and cost effectively. The pre-integrated software is powered by TCS’ Connected Intelligence Platform, the same big data analytics foundation that also underpins CI&I variants for the banking and communications verticals respectively.
The DS&S group portfolio also includes TCS Intelligent Urban Exchange, integrated smart city software that enables cities, utilities and transportation operators to design breakthrough citizen experiences powered by real-time, actionable insights that optimise services in critical urban domains such as water, transportation and energy.
Sahir Anand, managing VP, research & strategy, EnsembleIQ Research, said, “Retail marketers can leverage the AI and IoT capabilities of TCS CI&I for retail through a purpose built UI to build and fine tune the customer experience across all points of engagement to address the ambiguity surrounding omni-channel customer journeys and 360-degree customer intelligence.”
Ms Hariharan added, “TCS DS&S offerings are designed to help enterprises keep pace with the virtuous cycle of customer experiences, in which the consumer’s latest great experience immediately sets the bar higher for the next brand they encounter. By delivering Connected Consumer IntelligenceTM powered by augmented intelligence and backed by our industry expertise, we enable them to logically connect each and every touch point of a consumer’s digital and physical journey.”
1 Omni-channel Customer Intelligence, Journeys & Engagement for Retailers by Sahir Anand, March 23, 2018