Retail and consumer goods - Applied customer insight

Better knowing and serving your customers

Wouldn’t it be great to know your customers well and to apply this insight across your daily business operations? Through online research and social media, consumers today have the knowledge and power to make informed decisions like never before. In this environment, businesses need to gain more customer insight to better collaborate with customers, anticipate and respond to their evolving demands and enhance the customer experience.

With CGI’s Applied Customer Insight (ACI), you can become a customer intelligent organization that effectively captures, interprets and acts upon customer data acquired from multiple touch points. CGI partners with customer intelligence leaders such as Salesforce, Microsoft, Oracle, SAP, and smaller boutique vendors to deliver innovative solutions that increase your agility and speed in learning about your customers and effectively applying this knowledge to drive profitable growth.

ACI offers an end-to-end customer intelligence approach that encompasses the best analytics and social collaboration tools. We can help you align your entire organization towards better knowing, attracting and serving customers in today’s digital, consumer-driven world.

ACI involves the following three components:

• Customer analytics (capture) – Data is sourced from marketing campaigns, customer interface analytics, transactional behaviour, social media, open source and other digital channels (referred to as “big data”).
• Customer intelligence (interpret) – Data is interpreted to develop valuable insights, which are then applied to your supply chain, research and development, manufacturing, customer relationship management, service delivery and other core business processes, creating what we call the customer intelligent organization.
• Customer Management (act) – Acting upon this insight, you are empowered to deliver an optimized and consistent real-time customer experience across all touch points, building customer trust and loyalty.

CGI and Salesforce

Working with Salesforce, we offer expertise and solutions to help you access real-time customer data via social media to make faster, better decisions. We can help you break down the barriers between sales, marketing and customer care and transform your business into a true social enterprise, one with a deep understanding of social media ecosystems and their management. Through the customer insight gained, you can attract more customers, build loyalty with existing customers and position your organization to meet future market trends and consumer demands.