2016
Capgemini Smart Analytics Solutions Platform for BankingPowered by IBM
IBM World of Watson October 24-27 | Mandalay Bay, Las Vegas
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Some IBM Watson Services integrated with our solutions
Language Speech Third party
AlchemyData News
Alchemy Vision
Data Insights
Speech
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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.
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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
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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
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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
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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
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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]