Applied customer insight

Turning customer insight into profitable results

The competition for profitable customers is intense whatever your line of business may be. Analyzing and understanding your customers—their wants, needs, expectations—is key to building strong customer relationships that generate long-term, profitable results.

Gaining strategic insight into your customers, however, can be a challenge when customer data is stored in multiple application databases, creating, in effect, data silos. It can be difficult to capture a big picture, holistic view of your customers, let alone their individual preferences.

In addition, while social media has great potential for gaining broader and deeper customer insight, many organizations are unsure how to leverage it for that purpose and how to integrate the customer knowledge gained from social media into effective sales and marketing programs.

CGI’s Applied Customer Insight offering provides organizations of all types with strategic customer analytics, customer intelligence and customer experience management solutions. We help clients capture a single view of their customers, acquire insight into customer characteristics and behavior, and execute relationship-building programs that effectively reach their customer base.

What we offer

CGI’s Applied Customer Insight helps transform your business into a customer-intelligent organization through the following:

  • Customer information (capture): Data is captured from marketing campaigns, customer interface analytics, transactional behavior, social media and other digital channels. Customer data from the various “silos” are integrated into 360-degree customer profiles.
  • Customer intelligence (interpret): Data is turned into valuable insight that is then injected back into your core business processes, including supply chain, research and development, manufacturing, customer relationship management and service delivery processes, creating what we call a “customer intelligent organization.”
  • Customer experience management (act): Acting upon these insights, your organization is empowered to deliver an optimized and consistent real-time customer experience across all touch points, building trust and long-term, profitable relationships.

CGI tailors Applied Customer Insight to the specific needs of organizations in a variety of industries, including banking, retail, telecommunications and consumer goods. Proven technology solutions are integrated to create a powerful customer insight engine.

The value we deliver

With Applied Customer Insight, organizations can efficiently and cost-effectively transform raw customer data into valuable, strategic insight that leads to increased customer satisfaction, loyalty and retention.

Benefits of our solution include the following:

  • 80-100% higher sales from more effective sales and marketing campaigns
  • Reduction in profitable-customer attrition rates, often 15-25%
  • An enhanced customer experience with decisions based on accurate and complete customer profiles
  • A closed-loop analytical approach that provides fresh knowledge as programs are executed to enable continuous improvement

Why CGI?

With global experience across a wide range of industries, CGI’s customer insight experts understand the unique business challenges and needs of our clients. They also have the technology know-how to understand what’s technically feasible for each client so that they can recommend and implement the best technology solution.

Our experts capture and analyze internal customer profile information, as well as social media data, to provide more complete customer profiles and greater behavior-prediction power. We use a collaborative approach based on our Client Partnership Management Framework, which produces results by keeping our engagement teams focused on our clients’ business goals.

With an end-to-end solution that encompasses the best analytic and customer experience management tools available today, CGI is the right partner to help you turn data into insight, and insight into profitable results.

Contact us for more information on how our experts can help move your organization forward with Applied Customer Insight.

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