FR O M TH E PER I PH ERY TO PR I M E TI M E: HOW AI AND DATA ARE DRIVING THE CUSTOMER EXPERIENCE Jarlath Forde Vice President, Solutions CONFIDENTIAL
#innovateSMART2017 SAPIENT CONSULTING Sapient Consulting combines technical and digital expertise with a deep understanding of how industries operate to enable meaningful transformation and business process modernization. CONFIDENTIAL
#innovateSMART2017 A LONGSTANDING PARTNERSHIP WITH SMART COMMUNICATIONS • United in our focus to optimize and transform the way that our clients do business • 7+ year-old partnership • Sapient Consulting is the preferred offshore team for all Smart Communications customers 2010 2010 2011 2011 2012 2012 2013 2013 2014 2014 2017 2017 First joint project Sapient and Smart Assisted in devising Provided analysis for Assisted with design and Smart Communications at Tier 1 US Communications strategy for the transition Smart Communications of execution of the industry and Sapient Client investment bank work as partners with to the SaaS solution and the buy-side and pilot for SmartDX platform Connect are integrated WSI on large identified opportunities identified opportunities to help institutions implementation at a for the new platform for the SaaS platform The first vendor to build attract, engage, retain major UK oil company within that community industry templates to be and service clients. Engaged in an advisory offered in 2015 centrally capacity to assist with Managed WG for industry via SmartDX to Smart marketing effort around participants to inform the Communications clients SmartDX TM product roadmap and foster collaboration CONFIDENTIAL
#innovateSMART2017 A good customer experience is one that provides at-the-ready (digital) assistance, proactive engagement based on customer touchpoints and products/services that meet their constantly changing needs. CONFIDENTIAL
#innovateSMART2017 The ideal customer experience state is one in which companies begin delivering functionality enabled by technology few of us even knew existed. CONFIDENTIAL
#innovateSMART2017 The ideal customer experience state is one in which companies begin delivering functionality enabled by technology few of us even knew existed. CONFIDENTIAL
#innovateSMART2017 HOW AI IS SHAPING FINANCIAL SERVICES INTELLIGENT EXPERIENCE: Using AI to deliver personalized recommendations to clients that are relevant, suitable, timely and actionable. INTELLIGENT OPERATIONS: Using AI to eradicate repetitive tasks results in an effort to reduce costs and increase employee satisfaction. INTELLIGENT ALPHA: Using AI to amplify human intelligence and judgment by providing contextual knowledge and support. CONFIDENTIAL
#innovateSMART2017 INDIVIDUAL AUDIENCE INTELLIGENCE CONFIDENTIAL
#innovateSMART2017 THE IMPORTANCE OF DATA Robust data partnerships underpin an unprecedented WEBSITES view of linked behaviors. & SEARCH 95% of Digital Pop. PURCHASE 2MM+ Panelists MM’s of Monthly Purchases TELEVISION SOCIAL 8MM+ HH’s 160MM+ Social Profiles 1 st [US] PARTY DATA LOCATION 100MM Devices SmartCOMM 20B+ Monthly Location Events FINANCIAL DATA FEED Bloomberg, Reuter, etc. CONFIDENTIAL
HOW ARE FIRM S USING DATA & AI TO D AY? CONFIDENTIAL
#innovateSMART2017 DATA-DRIVEN INSIGHTS IN ACTION SEGMENTS • Where are they, and what do they look • Who are our customers? Who are our like demographically? critics? • What percentage stopped going to store • How do they compare to the broader after food quality issues? population? • Who is the most vocal? Who is silent, but engaged? INSIGHTS • What do they feel on the issue, and how • When and in what context is information strongly? consumed? • What content do they consume, and on • What common paths do they take? what mediums? • What else are they interested in? UNCOVERING THE INFLECTION POINT • Are we seeing increased foot traffic? • Has the stock price moved? • Are people clicking on ads? • Are people buying franchises/opening new stores? • Has the negative chatter on social decreased? Has news coverage sentiment changed? CONFIDENTIAL
#innovateSMART2017 SMART SEARCH | PROBLEM STATEMENT Improv Imp ove customer servicing ove investment research analyst Imp Improv quality by providing relationship qua pr produc ductivity by managers • Improving search capability to find • Improved access to equity information qui quickly and mo more precisely research, credit research, than keyword search Financial services, economic research, digital transformation and experience commodity research design • Using a more nat natur ural al us user • Across st structured and uns unstruc uctur ured in interf rface for quicker and more information sources, both private & precise lookup public • Including company analysis, industry analysis, forecasting and valuation e content writer Imp Improv ove • Using a more nat natur ural al us user i interfac ace for ductivity by providing pr produc better ramp up improved access to selected research CONFIDENTIAL
#innovateSMART2017 S MA R T S E A R C H | S O L U T I O N A P P R O A C H S OL U T ION A P P R OA C H SOLUTION • • Easy, natural language interface • • Platform to enable ontology-driven search to pinpoint information in documents • • Understand spoken or written natural language questions and provide answers within the domain • • Automated metadata harvesting RESULTS • • Find critical information buried in filings, news, research and in-house content • • Improve research analyst productivity by 27% • • Improve relationship manager satisfaction and customer relationship quality 13 CONFIDENTIAL
#innovateSMART2017 Th Than ank you ou. Visit the Sapient Consulting table to see a demo of basic chatbot integration and find out how you can get started. CONFIDENTIAL
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