TCS Optunique™: AI-powered enterprise personalization solution

Delightful experiences. Every user, every time.

As a unified, personalized customer experience becomes a major differentiator, hyper-personalization has become the retailer’s new battleground.

Yet, the current state of personalization leaves much to be desired. Although 89% of retailers state they are investing in personalization, 58% of consumers still feel the experience between channels is disconnected. Despite expanding budgets on acquiring leads, massive ad campaigns, and investments in personalization capabilities across channels, retailers are struggling to earn loyalty and drive customer lifetime value (CLV) due to disconnected customer targeting.

TCS Optunique is an AI-powered enterprise personalization solution that delivers unified, hyper-personalized experiences in real time. It drives CLV by delivering seamless experiences for every user, every time with contextual recommendations across their omnichannel journey.

Overview

TCS Optunique empowers retailers to deliver a cohesive experience at every customer touchpoint with:

• Enterprise solution for unified brand experience: With a meta model-based approach, TCS Optunique breaks the boundaries of channel-specific personalization, empowering retailers to offer context-based, personalized recommendations (products, offers, content) in real time, across all actions and channels.
• Connected business interface for optimized communications: Business users are empowered with a goal-based, intelligent, connected interface to define their personalization strategy. Based on the strategy, TCS Optunique autonomously identifies the right features and models to curate the target audience, timing, and channel, and delivers personalized recommendations. Conflicting goals and strategies are resolved ensuring optimized communications through the right channel.
• KPI (customer lifetime value) realized through unified real-time experience: TCS Optunique is powered by a decision science engine with a catalog of over 100 algorithms and 500 attributes from multiple sources, including real-time feeds, transactions, contact center, campaign analytics, and social media. 720° customer profiles generated through these interactions are powered with our algo container to deliver real-time experience for known and unknown users.
• Unified service for seamless integration: TCS Optunique combines a light-weight, modular architecture with high-performance models exposed through a single service for seamless integration with any channel.

Our Solution

With TCS Optunique, retailers can:

• Enable hyper-personalization at scale across all channels through intent-based, real-time personalization with enriched 720° profiles for known and unknown shoppers.
• Drive unified business goals and strategies—increase sales and engagement, reduce cart abandonment, and improve customer acquisition.
• Maintain a singular voice throughout intertwined customer journeys with a single version of truth that is accessible to business users right when they need it.
• Prevent shopper fatigue that arises when multiple teams target and retarget the same customer.
• Enable seamless integration with any channel with one service.
• Facilitate rapid deployment within 4-6 weeks with a future-ready microservices (API)-based architecture.

Benefits

TCS Optunique offers following benefits to retailers:

• 10% upshift in customer base—from anonymous users to loyal customers—by powering shoppers with intent-driven, real-time personalization and increased CLV.
• 25% uplift in conversion by delivering personalized and meaningful recommendations.
• 75% fall in customer churn through conflict resolution, and right targeting and re-targeting.
• 20% reduction in page exits and abandonments by eliminating redundant and repetitive communications.
• 20% reduction in overall marketing spend by reducing the cost per lead.