Capgemini Smart Analytics Solutions Platform for Banking

2016

Capgemini Smart Analytics Solutions Platform for BankingPowered by IBM

IBM World of Watson October 24-27 | Mandalay Bay, Las Vegas

Copyright © Capgemini 2016. All Rights Reserved

Capgemini Smart Analytics Solutions Platform | IBM World of Watson | October 24-27 | Mandalay Bay, Las Vegasfor Banking 2

Capgemini’s Smart Analytics Solutions Platform Generate actionable Insights from Data

Quickly Ingest data from different sources

Apps

Closed Loop

ServiceWealth

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.



Capgemini’s Smart Analytics Solution Applications

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



Solution Application Benefits

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



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

Payment History720 Integrated

Customer view

website

Kiosks

In-StorePOS

Direct Mail

Search

Client Centers

Call Center

Customer Service

Online Advertising

Mobile

@

SMS/MMSEmails

Social Media

Events

Transactions

Orders

Usage History

PurchaseStage

Needs

Desire

Preferences

Opinions

Attributes

Demographics

Characteristics

Email/Chat

Call centernotes

Web clickstreams

In-persondialogs

Five key elements of personalization



Next Best Offer – ApplicationRight OFFER to Right CUSTOMER at Right TIME with Right MESSAGE

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 InputCustomer

DataClickstream

DataSocial

ChannelTransactions

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

LifeEvents

General Preferences

Real TimeDecision Engine



Closed Loop Service – ApplicationHarnessing the power of social media as Customer Service Channel

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 FeaturesTweet

ChannelSeverityCategory

Customer Data

Tone of complaintCustomer Segment

Geo Information

Previous Interactions

NPS

Post Reply Data

Event/News Analytics

Voice of Customer

Dashboard

DashboardMappingUnified 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



Voice of Customer – Application

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 InfluenceLeverage Identified Opportunities to: Better the Client Experience Increase Revenue Lower Cost

ANALYZE

ENGAGE

LISTEN



Wealth Management – Application

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



Loyalty Management – Application

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



Predictive Customer Intelligence – Application

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



Smart Analytics Solution Platform – Logical Architecture

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 preprocessingBusiness data Lake: HDFS as data warehouse ML models & rulesHadoop 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 AnalyticsWatson SMA

Ser

vice

s

Social DataBank internal data

External sources: Zillow, FICO, and other

Transactions Communication channels

MarketingTeam

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

Bas

ed o

n th

e IB

M B

luem

ix te

chno

logy



Some IBM Watson Services integrated with our solutions

Language Speech Third party

AlchemyData News

Alchemy Vision

Data Insights

Speech



Three Physical Deployment Models

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.



3 Capabilities of Capgemini Smart Analytics Platform

Quickly ingest all data, adaptive modelsScalable

and Agile

Gives flexibility for discovery analytics

Speed to Value

Achieve fastest time to value by reducing complexity

Insights as a

service

UNIFIEDVIEW



Key Solution Platform Features

Unified Solution

Pre Built Business Taxonomies

Better Customer Mapping

Real Time Analytics

User Friendly Interface

Pre-built Statistical Models

Closed Loop AnalyticsMeasure Indirect Impact

17Appendix



Capgemini Analytics Ecosystem for Financial Services

Optimize Operations Manage Risk Improve ExperienceReduce Churn

Customer Behavior and Marketing Analytics Operational Analytics Risk & Fraud Analytics People

AnalyticsAsset/Equipment

Analytics

Grow Customers

Historical Contextual Predictive Prescriptive

Logical Data Access Layer

On Premises

Cloud

Open Source

Partners

Data Integration and Governance



Analytics Use Cases for Financial Industry

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



Capgemini has global experience in Insights and Data delivery

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 valuablepartner award 2010

IIG President’s award for Customer

Satisfaction 2012

S E R V I CE S

GLOBAL ALLIANCE PARTNER

Pinnacle Awards1 in 2013, 2 in 20121 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

About CapgeminiWith 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 [email protected]

mailto:[email protected]

Technology

Capgemini Smart Analytics Solutions Platform for Banking