Capgemini Smart Analytics Solutions Platform for Banking

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Capgemini's Smart Analytics Platform for Banking is a powerful platform engine that leverages new technologies and techniques for the ingestion, collation and analysis of customer data.
For more information, please visit:
https://www.capgemini.com/banking-and-capital-markets/capgemini-smart-analytics-solutions
https://www.capgemini.com/insights-data-for-financial-services

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Capgemini Smart Analytics Solutions Platform for Banking

  1. 1. 2016 Capgemini Smart Analytics Solutions Platform for Banking Powered by IBM IBM World of Watson October 24-27 | Mandalay Bay, Las Vegas
  2. 2. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Capgemini’s Smart Analytics Solutions Platform Generate actionable Insights from Data 2 Quickly Ingest data from different sources Apps Closed Loop Service Wealth Manage- ment Next Best Offer Voice of Customer … Many More Loyalty Management Apps Gives flexibility for discovery analytics Segments Data Customer Data Enterprise Data Market Data Web data SMART ANALYTICS Solution Engine Powered by IBM Remove noise and drive insights out of data Targeted Use-case solutions, in the form of a pre-built analytics and user engagement tools that deliver predictive capabilities specific to a particular use case, that in turn drives more relevant, more personalized and more timely offers through Dashboards, Marketing systems. The result is increased sales, and profitability, at the same time reducing operational costs and improving customer and associate relationships.
  3. 3. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Capgemini’s Smart Analytics Solution Applications 3 Smart Analytics Platform Connecting all customer touch points To enable better social customer service To proactively provide prospects information to financial advisors To enable predictive intelligence on customer data To provide relevant next best offers To analyze voice of customer in near to real time To enable location based offering Powered by IBM
  4. 4. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Solution Application Benefits 4 Faster Implementation: 40-50% efforts saving due to pre built application models 720 Customer View  Business Metrics Improvement – Revenue, Profit etc… Closed Loop Service  Improved Customer Lifetime value  Higher Loyalty and Affinity  Increased retention rates Voice of Customer  Increased retention rates  Improved Customer Lifetime value  Lower Customer Acquisition Rates Next Best Offer  Improved Products per Customer  Improved Customer Lifetime value  Higher Loyalty and Affinity Wealth Management  Improved Customer experience  Improved Conversion rates Loyalty Management  Improved Conversion rates  Higher Loyalty and Affinity Predictive Customer Intelligence  Get instant answers with Search-Driven and Voice-Driven Analytics Customer Acquisition  To identify prospect through social channels
  5. 5. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking  Profile-based: Move from generalized segmentation to personalization customer demographics, providing a “segment of one.  Behavior-based: Determine customer affinity through individualized understanding of customer insights coming from interactions, enterprise assets, dark enterprise assets and external assets, not just observations. Use these assets and customers’ behaviors to truly understand your customer and drive personalization.  Collaboration-based: Customization should extend to integration with relevant tools, relationships and touch points.  Adaptive: Personalization features should leverage explicit consumer feedback as well as implicit feedback from closed-loop consumer responses and be flexible to changing behaviors and attitudes.  Channel-optimized: Identify and personalize combinations of markets, segments and media tactics to adjust integrated marketing efforts to optimize market-specific channel effectiveness. 720 Customer View – Application 5 Payment History720 Integrated Customer view website Kiosks In-Store POS Direct Mail Search Client Centers Call Center Customer Service Online Advertising Mobile @ SMS/MMS Emails Social Media Events Transactions Orders Usage History Purchase Stage Needs Desire Preferences Opinions Attributes Demographics Characteristics Email/Chat Call center notes Web click streams In-person dialogs Five key elements of personalization
  6. 6. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Next Best Offer – Application Right OFFER to Right CUSTOMER at Right TIME with Right MESSAGE 6  Customer Profiling: Identify the behavioral features of customers who buy certain products and tailor cross and up sell offerings  Interaction Behavior: Track interaction behavior and navigation behavior  Purchasing Knowledge: Track purchasing history and paths  Efficient Campaigns: Determine the best channels and times to communicate with customers  Accurate prediction: Use advanced analytics to predict customer- product opportunities  Automation: Implement cross and upwelling strategies systematically with Big Data Analytics Workflow Solution Features (Personalized Offer)Predictive Analytics – Clustering, Segmentation, Propensity Business Rules Data Input Customer Data Clickstream Data Social Channel Transactions Data Data Integration and Event Correlation Multi Channel Delivery Customer Action External and Internal Events – Credit Score Changes/ Disaster Policy and Regulations Mapping with Services Life Events General Preferences Real Time Decision Engine
  7. 7. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Closed Loop Service – Application Harnessing the power of social media as Customer Service Channel 7  Real time capturing, setting up prioritization and resolution of customer complaints  Text Mining to discover business problems and mapping with universal taxonomy  Detecting early signals and business areas (like products, training needs, business functions) requiring improvement  Event/News Analytics  Leveraging new channels like social with high presence of current generation customers to decrease operating costs from traditional channels  Connect Customer journey by having a single consolidated view of a customer touch points & identify their preferences Solution Features Tweet Channel Severity Category Customer Data Tone of complaint Customer Segment Geo Information Previous Interactions NPS Post Reply Data Event/News Analytics Voice of Customer Dashboard DashboardMapping Unified Identity Customer Data is pulled Customer touch points data Customer Transaction Data Customer Segment Customer Tweet Customer Tweet with Sentiment Sentiment Analysis Taxonomy to classify the complaint Business Rules to Identify Severity of Complaint Alert Email Triggered to Manager Cluster Trigger Agent Response
  8. 8. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Voice of Customer – Application 8  Identify relevant topics and performed a rich analysis of consumer discussions across multiple social channels to more effectively engage with target consumers.  Analyze customer data with Natural Language processing.  Near real-time alerting of emerging trends based upon business rules.  Deep dive analytics on attrition and retention drivers.  Machine learning approach to improve classification and mapping with business drivers  Sentiment scale of 5 to understand the intensity and for prioritization Solution FeaturesCapgemini Social Media Engagement Key Service Components  Filter the Noise  Gather High-Level Sentiments  Identify Key Influencers  Understand Root Causes  Problem-Solve  Amplify  Influence Leverage Identified Opportunities to:  Better the Client Experience  Increase Revenue  Lower Cost ANALYZE ENGAGE LISTEN
  9. 9. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Wealth Management – Application 9  Integrate data from different sources and provide single, UNIFIED customer view  Track assets anywhere automatically so that financial advisors know BEFORE their clients  AGGREGATE information even before having first introductory meeting  Helps in generating SALES FUNNEL  Identify circle of INFLUENCE which helps in converting prospect into client  Advisers can improve client EXPERIENCE and enhance their ability to deliver high-quality advice  Mobile application enables the advisor to access the solution from anywhere, anytime  Analytical representation of information results in quicker decision making  Easily Integrate with Other Applications for Comprehensive Functionality Solution Features Social Media Integration Connectivity with Market data Providers Prospect Engagement Customer Acquisition Customer Servicing Customer Information Internal Data Portfolio Watch Smart Analytics: Wealth Management Solution Interfacing Systems
  10. 10. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Loyalty Management – Application 10  Using real time geo location data to understand customers requirement more at micro level  Helps organizations to have better cross Sell and Up Sell  Help financial organization to improve margins and better Targeting Organization goal.  Minimize client attrition because offers will be as per customers need and easy access.  Process is different from traditional marketing. Offers are here more customer centric and real time.  Increase customer life time value of customers Solution Features
  11. 11. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Predictive Customer Intelligence – Application 11  Search-Driven Analytics and voice-driven analytics for business users  Answers complex queries in seconds  Enable predictive intelligence on customer data  Guided search experience designed for data analytics that anyone can use with zero training  Improve various business drivers accelerating decision with search- driven and voice-driven analytics  Anyone can be their own data analyst Solution Features Show Customer with debt funds by age among blue-collars Display Customer having credit cards by state Show Job Distribution among males in New York Who is going to buy debt funds in New York Predictive Intelligence Recent Queries New Query
  12. 12. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Smart Analytics Solution Platform – Logical Architecture 12 The Smart Analytics Solution sticks to a general architecture that is shared among all use cases. An application data sources can be:  Non real-time (suitable for batch processing)  Real-time (require stream-like processing) Data Ingestion & Acquisition:  Python based scripts utilizing various APIs  Perform data gathering, and basic preprocessing Business data Lake:  HDFS as data warehouse  ML models & rules Hadoop layer:BigInsights  Combination of HBase and Hive for data with low structure  Bigmatch social profile will be match with MDM golden record and persisted in Hbase.  GraphDB for social network related data  RDBMS for well defined, structured data. Analytics  Currently :Python script, reading data from banks . Proposed BigIntegrate and BigQuality systems  Predictive Customer Insight Models readily available in SPSS. The Smart Analytics Platform sticks to a general architecture that is shared among all use cases Real-time data (streaming) Financial Advisers Business Users Power Users Non real-time data (batch processing) Cognos Analytics Watson Analytics Watson SMA Services Social Data Bank internal data External sources: Zillow, FICO, and other Transactions Communication channels Marketing Team Data Ingestion & Acquisition Layer Predictive Customer Insight SPSS SPSS Modeller Batch and Realtime Recommednations Watson Services/API’s Big Match BigInsights Customer MDM dashDB Core Addon BasedontheIBMBluemixtechnology
  13. 13. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Some IBM Watson Services integrated with our solutions 13 Language Speech Third party Alchemy Data News Alchemy Vision Data Insights Speech
  14. 14. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Three Physical Deployment Models 14 The Capgemini Smart Analytics Solution Platform is available in a traditional On Premise deployment, On Cloud hosted on IBM Softlayer, or As-A Service on IBM Bluemix. On Premise – Traditional deployment for implementations requiring tight integration with existing systems and low latencies. Softlayer Cloud deployment provides fast implementation, lower cost, and flexible configuration. Bluemix deployment provides immediate deployment and a fully managed As-a-Service simplicity.
  15. 15. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking 3 Capabilities of Capgemini Smart Analytics Platform 15  Quickly ingest all data, adaptive models Scalable and Agile  Gives flexibility for discovery analytics Speed to Value  Achieve fastest time to value by reducing complexity Insights as a service UNIFIED VIEW
  16. 16. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Key Solution Platform Features 16 Unified Solution Pre Built Business Taxonomies Better Customer Mapping Real Time Analytics User Friendly Interface Pre-built Statistical Models Closed Loop Analytics Measure Indirect Impact
  17. 17. 17 Appendix
  18. 18. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Capgemini Analytics Ecosystem for Financial Services 18 Optimize Operations Manage Risk Improve ExperienceReduce Churn Customer Behavior and Marketing Analytics Operational Analytics Risk & Fraud Analytics People Analytics Asset/Equipment Analytics Grow Customers Historical Contextual Predictive Prescriptive Logical Data Access Layer On Premises Cloud Open Source Partners Data Integration and Governance
  19. 19. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Analytics Use Cases for Financial Industry 19 Closed loop Service Next Best Offer Real Time Location based Offerings Micro Segmentation Single View of Customer Customer Gamification Voice of Customer Customer Life Event Analytics Customer Data AML Network Analysis MIS regulatory reporting Real Time Topic Analysis Single View Reputational risk Management Indirect Risk Exposure Analytics Event Detection Fraud and Risk B2B Merchant Insight Clickstream Analytics IVR Analysis Transactions Data
  20. 20. Copyright © Capgemini 2016. All Rights Reserved Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegas for Banking Capgemini has global experience in Insights and Data delivery 20  Delivery of projects with Capgemini Insights and Data Practice gives our clients access to: • Over 11,000 consultants focused on Insights and Data globally. • 2,000+ Financial Services domain focused insights and data resources. • Experience working with: - 7 of the top 10 global banks, - 12 of the top 15 global insurers, - 8 of the top 10 global diversified financial firms • An unmatched (and vendor independent) depth of technology experience. Capgemini works with all major analytics, data management and infrastructure vendors. • Comprehensive experience in the analytics domain, including the analysis of unstructured and social media data Outstanding Collaboration Award 2011 Most valuable partner award 2010 IIG President’s award for Customer Satisfaction 2012 S E R V I C E S GLOBAL ALLIANCE PART NE R Pinnacle Awards 1 in 2013, 2 in 2012 1 in 2011, 2 in 2010 Innovation award 2009 & 2010 Epic award 2011 & 2012 APEX Award 2013 Diamond Partner BI Specialized Partner Global Applications Partner of the Year Award 2012 Software's Most Innovative Alliance Partner of the Year 2011 Services Partner of the Year award 2012 Global Partner North America United Kingdom India
  21. 21. About Capgemini With more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. www.capgemini.com The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. For more details contact: Ramana Bhandaru – Vice President Financial Services ramana.bhandaru@capgemini.com

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