Single View of Customer in a Multichannel World for Consumer Durables

Problem Statement

A leading Fortune 1000 Consumer Durables brand, faced the challenge of providing a consistent, personalized customer experience.

The company's fragmented customer data, spread across multiple systems like Sap, Oracle, Data Warehouses etc.; hindered their ability to effectively track customer journeys, understand preferences, and deliver targeted marketing campaigns.

On top of that due to marketing in the phygital world, tracking the identity of the consumer base became a hurdle.

This resulted in inconsistent interactions, reduced customer satisfaction, and missed opportunities for increased sales.

Solution Implemented

To address these challenges, we implemented a data-driven approach focused on creating a Single View of Customer. Customer intelligence 360 (CI360) is our inhouse dedicated SVOC. This involved:

• Data Integration and Cleansing
• Predictive Modeling
• Customer Segmentation
• Personalized Recommendations
• Customer Journey Analysis

How CI360 Helped the Marketing Team

To address these challenges, we implemented a data-driven approach focused on creating a Single View of Customer. Customer intelligence 360 (CI360) is our inhouse dedicated SVOC. This involved:

• Holistic Customer View Across AIDA Stages
• Phygital Customer Insights
• Increased Precision in Campaign Performance
• Real-Time Engagement Data
• Seamless Tracking Across Channels