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Big Data
Cloud
Intelligence
Smart use of data can
help you out perform
your competitors
$1.6T
data dividend
opportunity
* IDC 2014
Data
sources
People
Apps
Apps
Cortana Intelligence
Sensors
and
devices
Data
Automated
systems
Intelligence
Action
• Fully managed cloud services on Azure – end to end
• Fire it up and go – instantly. Easy to manage and deploy.
• An Integrated Platform
• No heavy lifting to integrate diverse “best-of-breed” products.
• A cloud subscription or pay for what you consume.
• One support experience.
• Productize, Simplify & Democratize!
• Partner ecosystem for creating solutions, not wrangling tech.
SOLUTIONS
APPS
Lead
Scoring
Inventory
Mgmt.
Personalized Offers
(using CRM, AX, web, social, sensor data)
Cortana Intelligence
Preconfigured Solutions
Dashboards and Visualizations
DATA
Machine Learning and Analytics
Big Data Store
Information Management
Marketing
Sales
Service
Finance
Operations
Workforce
Customer Insight
Customer Acquisition
Service Analytics
Financial Analytics
Demand Forecasting
Employee Insight
Customer Feedback
Analytics
Cross sell & Upsell
Contact Center
Analytics
Financial Forecasting
Inventory
Optimization
HR Insight
Churn Analytics
Lead Generation &
Opportunity Scoring
Fraud Management
IT Operations Insight
Pay for Performance
Risk Management
Operational Efficiency
Product Innovation
Personalization
Procurement Insight
Product
Recommendation
Spend Insight
Marketing
Optimization
Supplier Insight
Incoming
email, tweet or
web form
Follow up
call with
Lead
Take notes
during
customer
call
Post Deal
updates
Schedule
follow up
meeting
Can we add intelligence here?
Create
Proposal
Collaborate
on deal
Generate quote
and share with
customer
Pipeline
Analysis
Adam
Persona: Sales executive
What does Adam need to be
successful?
Clear insight into each opportunity’s probability of
winning and potential revenue
Insight into which quarter an opportunity is likely to
close
PAIN POINTS
• Manually scanning old opportunities to
determine whether the customer will buy
• Manually determining the key influencers
that would help convert to a winning
opportunity
• Manual monitoring of opportunities
through Outlook.
Suggestions to help close the deal
Customer Analytics
& Insights Solution
Becoming an Indispensable Partner to Your
Customers Through Greater Personalization
Val Matisons, Director Advanced Analytics
July 13, 2016
Shifting customer behavior and attitudes are accelerating change for banks
Omni-Channel
Personalized Care
Switching Economy
“I expect my bank to engage
with me where I spend time.”
“I want my bank to give me
the answers to my needs.”
“I am willing to try
banking alternatives.“
71%
51%
72%
consider their banking
relationship to be transactional
rather than relationship driven
want their bank to proactively
recommend products and
services for their financial needs
of millennials would be likely to bank
with non-financial services company
with which they do business with.
Source: Accenture Research
©2016 Avanade Inc. All Rights Reserved.
ACAI delivers the capabilities needed to enable next best action
Avanade Customer Analytics & Insights Solution (ACAI) Components:
Customer
Analytic Record
Predictive
Models
Next Best
Action Rules
Analytical data model for
gathering and optimizing
customer data. Contains
more than 6K variables
specific to the Financial
Services industry.
Predictive models, using
machine learning,
calculate propensity for
churn, cross-sell,
acquisition, customer
satisfaction, data quality
Rules enabling marketers
to define actions,
audience and priorities
across inbound and
outbound channels.
An Accenture patent!
ACAI Services:
Discovery
Design
©2016 Avanade Inc. All Rights Reserved.
Next Best Action
Matrix & API
This high performance
layer enables the
performance execution of
action. Matrix is a
database of relevant
actions for each customer
while the API
communicates how to
render actions.
Implementation
& Integration
Distribution and
Channel Systems
Supports presentation and
execution of next best
actions across any
distribution, branch, sales
or other channel involved
in inbound or outbound
customer interactions.
Managed
Services
A solution designed to fit any banking systems environment
The design and architecture of ACAI allow for solution layers to be deployed independently while the
execution layer enables next best actions to be executed from any customer facing system.
Data Layer
Decision Layer
Execution Layer
UNIFY & ENRICH CUSTOMER DATA
TURN INSIGHTS INTO NEXT BEST ACTIONS
ENABLE ACTIONS ACROSS CHANNELS
A comprehensive & patented model
aggregates data from across the organization
Propensity modeling and segmentation predicts
the next best actions and offers for each customer
Mobile
& web
Next Best Action
Matrix
Churn
CRM (branch,
contact center,
social, email)
Deposit
systems
Loan
systems
External
data
Actions are integrated and presented across
distribution systems and channels for execution
(highly scalable database)
CRM Contact Center
Customer Self-Service
Branch
Partners
Channel
Customer
Analytic
Record
(CAR)
Predictive
Models
Action Rules
Suppression
Cross-sell
Inbound
Channels
Customer
Segment
Payments
Next Best Action Results
Use results and feedback to refine models & rules.
©2016 Avanade Inc. All Rights Reserved.
Next Best Action
API
(REST-based API)
CRM Sales
Marketing Automation
Social Sites
Mobile Applications
Outbound
Channels
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Win with Microsoft
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Advanced Analytics
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Showcase your solutions
Partner Portal
learnanalytics.microsoft.com
guidance
Provider
Cloud Solution
aka.ms/wpcevals
Visit us in the C+E Booth at Microsoft Central
Come talk to the experts from our Advanced Analytics team and find demos
that feature Cortana Intelligence Suite, Microsoft R Server, Microsoft Cognitive
Services and more.