ngdata corp presentation public 04022015

Transforming Customer Experience in Financial Services and Communica9ons Experience the Difference with Lily Enterprise

2 Copyright 2015 NGDATA®, Inc. ConfidenDal – DistribuDon prohibited without permission

§  Large data processing

§ ArDficial intelligence

§ Complex AnalyDcs and BI

§ Decision systems

EXPERT

ISE

About NGDATA

§  60+ employees

§ Offices in the US and Europe

§  Flagship Product -‐ Lily Enterprise COMPA

NY

§  Technology

§  SoXware

§  System IntegraDon

§ ConsulDng ECOSYSTEM

Transforming Customer Experience in Financial Services and Communica9ons

§ Global partnerships with pioneers and blue chip

companies in Financial Services

and CommunicaDons

PRESEN

CE


What We Do

Transforming Customer Experience in Financial Services

and CommunicaDons


Vision Data available is a huge opportunity to lead transforma6on

•  Financial Services have

many digital touch points with their customers where they can drive communicaDon

•  Financial Services don’t want to put communicaDon in the hands of third parDes, such as technology companies that could become compeDDon


Relevancy – What Customer Experience is All About ... What everybody says, but nobody can deliver...

OFFER THE RIGHT

PERSON THE RIGHT

TIME THE RIGHT

CHANNEL THE RIGHT

IMPROVED FREQUENCY

IMPROVED SEPARATION


Customer Experience is about RELEVANCY

OFFER THE RIGHT

PERSON THE RIGHT

TIME THE RIGHT

CHANNEL THE RIGHT

IMPROVED FREQUENCY

IMPROVED SEPARATION

FAMILY THE RIGHT


Data/Models

Lily: Opera9onal Customer Analy9cs Within the Current Enterprise Architecture – Improving exis6ng BI landscape

Opera9onal Systems

External Data

Contract/Product Data

Customer OperaDonal Data

Reference Data

Repor9ng / Analy9cs

Enterprise BI and reporDng

Enterprise AnalyDcs ApplicaDons

MarkeDng and Social Data

Customer InteracDon Data

Campaign Data

ERP/CRM Data

Data Warehouse Data

Service Desk

Customer CRM and IVR Systems

Web and Mobile

Mobile Apps

Customer Website

Channel / Campaigns Mail

SMS

Print

Broadcast

MarkeDn

g Campaign Mgt

Sales Office

Agent / Advisor

Structured

Unstructured

Online

Feed

back

External

Social Partner Apps

Partners Apps

Social Media

Structured

Unstructured

Inpu

t


Lily Enterprise Connect with your customer through a relevant offer

Preferences

AffiniDes

Context

Behavior

Trends in Core Metrics and Preferences trigger relevant communications in all digital channels 3

Lily captures first and third party Customer Behavioral data, immediately translated into Core Customer Metrics and Preferences in Real Time 1

Core Metrics and Preferences actionable on individual customer level, continuously available for personalized customer communications 2


GeMng to the RIGHT data for customer iden9ty and ac9onable profiles:

Lily Makes the Difference: Intelligently Handling Big Data and Building Customer DNA in Real-‐Time

•  Lily uniquely builds Customer DNA, keeping a detailed record of individual customer behavior

•  Contains factual informaDon and interpreted data -‐ translated into specific KPI’s kept up to date in real Dme

• Numerical and normalized for immediate use in learning models, business process and analyDcs

•  Consists of thousands of metrics, key markers, monitory CLV,…

•  Keeping track of all metrics over Dme allows to take Dmely acDons on signals, trends, excepDons, values,...

•  GeneraDng a complete understanding of the customer, delivering immediate results


Customer DNA is based on Interac9on data Monitor Customer behaviour translated into DNA metrics


Put into Prac9ce at the Customer Increased customer value and reduced helpdesk calls

Proactively predict who is going to call and what their issue will be... And take action before they call

HAPPY CUSTOMERS

FEWER CALLS

HUGE SAVINGS

A personally relevant video is delivered based on: •  Customer data

•  Specific soluDon

•  Preferred products

RESULTS


Why the Big Difference? Two big data principles impact your business: Individual & Signals

“ Simple models and a lot of data trump more elaborate models based on less data”

Peter Norvig,

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 50 40 30 20 10 5 2 1

Mass Individual

Lily: performance plot reaching > 60%

Current soluDons (e.g. DW/BI)

Aver

age

Targ

etin

g P

reci

sion

Data from a large banking organization using Lily

Segmentation

Opportunity Window

ACTION

Current BI based Attrition reporting

Customer portfolio size

Lily attrition score (continuous)

Trends are more important than Values

OFFER THE RIGHT

PERSON THE RIGHT

TIME THE RIGHT

CHANNEL THE RIGHT

Targeting Precision Increased x10 Spot the right moment for each individual customer


Customer Experience: Use Cases Enterprise side of the equa6on: “CLTV”

CUSTOMER LIFETIME ATTRITION ACTIVATION

MARG

IN

PERSONAL ADVISE

CUSTOMER SUPPORT

UP SELLING PERSONAL ADS PARTNER

PROGRAMS RISK

PROGRAMS

CHURN REDUCTION

ACQUISITION

360 view for advisor Content

recommendaDon

Micro campaigns Anonymous

Call predicDons Script

recommendaDons

Online offers 121 Campaign

Personalized ads Personalized

Social

Support partners apps

Merchant offers

AlriDon programs IdenDfy Fraud


How You Measure Success

IMPACT


NGDATA Answers The “Impossible” Ques6ons

▪ Who is going call… and for what?

▪ Who is going to buy... what?

▪ Who is going to churn… and when?

▪ Who should I contact… and how?

▪ How do I add value… for whom, when and through what channel?

▪ Who will buy my product X… today?

▪ What does Customer A want… now?

NGDATA helps you to be RELEVANT for your customer

Thank You

ngdata corp presentation public 04022015

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