1. AI- POWERED CVM

2. In this market context, best-in-class COMPANIES have six common core components
CUstomer EXPERIENCE
Engage
Customers choose when and how they engage with the business to enable an ever-growing array of channels. Meanwhile they now have Liquid Expectations (vis a vis Consumer).
4. DIGITAL PROCESSes
Automate
Processes that are automated and highly efficient, providing accuracy, cycle time speed, and significant data for use by the business.
2. Living services
Evolve
Create hyper segmented and rapidly evolving products & services that continually engage with the customer (chooser/user/end user).
5. APPLIED Intelligence
Learn
A central brain for the business, providing connected intelligence, powered by data and analytics, and guiding customer experience and business performance.
3. RAPID DELIVERY CAPABILITY
Engineer
Digital platforms, modern delivery methods and tools enable the scaled delivery of customer services and experiences using IT and networks.
6. INNOVATION CULTURE
Grow
A company personality that rewards risk-taking, encourages cross-functional cooperation, and data driven culture.

3. Customer retention pressures Increasing acquisition costs
High performers leverage ai to tackle the challenges of customer value management and harness the value of their data
Well informed, price sensitive customers in saturated markets have a high probability to churn causing significant revenue losses
Customer retention pressures
The cost of new customer acquisition is significantly higher than keeping your customer base
Increasing acquisition costs
Customers face multiple options & choices all requiring their immediate attention and decision
Too much choice
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4. AI can empower cvm to be data-driven
IN EVERY DECISION POINT
RIGHT CUSTOMER
RIGHT OFFER
RIGHT TIME
RIGHT PRICE
Increase revenue per customer
Increase offer acceptance rate
Increase offer timeliness
Increase revenue per offer
“In typical CVM implementations, business rules decided by humans govern over 90% of the decisions”
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5. Ai powered cvm pillars
AI capabilities can augment the CVM journey across the 4 following pillars
Concepts
DATA
Data to train and fuel AI is more accessible; enterprises have invested in data, through implementations of Digital Strategies, supported by Big Data and Analytics
PROCESS AUTOMATION
Different types of data ingestion and ETL processes have been automated and hence reducing the risk of failures and eliminating any human mistakes
DATA SCIENCE
Utilize advance ML (like deep neural network), to simulate the human reasoning model, adding real-time process and transaction processing capabilities, as well as high customization capabilities
EXPERIENCE
Personification of virtual agents to the service landscape, seeking a "more human" approach between computer and clients
FRONTEND
BACKEND
DATA ELEMENTS
Presentation layer, consisting of messaging apps, portals, etc.
It enables the receiving of information and proves the layer of interaction and experience.
AI processing services are contained in this architecture layer.
It performs input processing, process automation, performs advanced machine learning and computer vision
The data repositories of enterprises (products, customers, etc.) or external data.
Enables AI training and omni-channel integrations
Architecture
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6. Our Approach is based on Deep personalization integration
Drive Superior Differentiation And Financial Outcomes
DATA & SYSTEM
ORCHESTRATION
DATA SOURCES
DATA ALIGNMENT
ADVANCED ANALYTICS
CUSTOMER/ EMPLOYEE
EXPERIENCES
WEB
CHAT
CAMPAIGNS
CALL CENTER
EXPERIENCE ORCHESTRATION
ORCHESTRATION CENTER OF EXCELLENCE
WHO
Segmentation
Genome
Micro Clustering
WHAT, WHEN
Packaging & Scheduling
Content Assembly
Campaign Management
Scheduling
WHAT, WHERE, HOW
Personalization Strategy
MVT
Business Rules
Targeting
AI/Machine Learning
CUSTOMER ANALYTICS & MEASUREMENT
This slide shows how all of these technologies can tie together. You may also want to highlight some messaging around orchestration – challenges / solution / benefits. Need focus more on the service component versus data - to show how the orchestration function goes across all business units and channels.
This slide can be used to differentiate from smaller agencies or even holding companies that wouldn’t be able to do what we do
Experience Optimization and personalization at scale requires a new kind of agency with a relentless focus on superior digital experiences tied to financial. We can execute the most complex work delivering unparalleled performance. When an experience optimization program is integrated into your global personalization program, experiences will be more consistent, data will provide a single view of the customer and ROI will be maximized.
CRM / Customer Data Hub
Example: Salesforce
Web Analytics
Example: Adobe Analytics
Data Management Platform
Example: Adobe Audience Manager
Example: Blue Kai
Optimization
Example: Adobe Target
Example: Maxymiser
Example: Optimizely
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7. Analytics insights to outcomes
Micro Segmentation
Trend
Spotting
Social Networks
Big-Data Sensing & Mining
LTV Propensity
Loyalty / Churn
Next Best Offer
Pricing Elasticity
Real-time Channel Engines
Branch Optimization
Dynamic Website
Sentiments
Collections Predictability
Risk
models
Fraud
Detection
NPS and
Customer Satisfaction analysis
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8. KEY SOLUTION CHARACTERISTICS
Plug n’ play
Real time
Ai driven
ZERO INTEGRATION
SYSTEM & CHANNEL AGNOSTIC
MINIMUM TIME TO VALUE
CONTEXT AWARE
LOW LATENCY
MAXIMUM PRIVACY
FULLY AUTOMATED
CONTINUOUS IMPROVEMENT
AI SALES ASSISTANT
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9. BE MORE DIGITAL PROGRAM
MELIÁ
BE MORE DIGITAL PROGRAM
Accenture is helping Meliá to increase Direct Sales through advanced Digital Marketing, conversion rate optimization, redesign of their loyalty program. Results after one year include a 25% increase in direct sales, 25% increase in programmatic campaigns ROI, 30% increase in overall conversion rate, and 1 million enrollments to the new loyalty program.
“Our Digital Transformation is not an option, we can only choose between leading the transformation or being dragged along by it. We have chosen the first.”
José María Dalmau SVP Business Development, Meliá
Personalized Marketing
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10. EMBEDDING ANALYTICS, AI AND AUTOMATION TO TRANSFORM THE CUSTOMER EXPERIENCE
CALLS
ANNUALLY
250K
CALLS DEFLECTED/MO 3X
CUST
SAT RATE
$30M
ANNUAL SAVINGS
$165M
SAVINGS OVER 3 YEARS

11. Intelligent pricing solution
DEMOS
Intelligent pricing solution
B2B ACCOUNT MANAGER
B2C DYNAMIC PRICING
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