Company Type: Loyalty Technology with Supporting Services

Core Offering(s): Loyalty Management Platform, Customer Experience/Engagement Platform

Target Industries: Retail, Banking, Insurance, Healthcare, Public Services, Travel/Hospitality, Communications
Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that offers an integrated portfolio of business, technology and engineering services and solutions.

TCS Customer Intelligence & Insights™ (CI&I), powers and supports brands’ customer loyalty, rewards, and experience strategies. TCS CI&I helps brands drive and sustain customer loyalty, with functionality to support transaction-based earn and burn mechanisms, as well as hyper-personalized, journey-led, and gamified experiences. 

Each version of CI&I is designed as an out-of-the-box, industry-specific solution, allowing for a fast-paced speed-to-market while remaining flexible enough to scale as brands’ programs expand.

CI&I main modules include: loyalty management, real-time CDP, and customer analytics. The CI&I platform that powers the product applies artificial intelligence, machine learning, and real-time data capabilities across multiple data sources for a consolidated view of the customer and an in-depth understanding of customer behavior, preferences, goals, and journeys.

While traditional loyalty is supported within the platform, CI&I enables TCS clients to go beyond points programs by delivering 1:1 experiences, offers, and rewards to achieve lasting, emotional loyalty.
TCS Customer Intelligence & Insights capabilities include:

• Loyalty Management:
  • Loyalty programs, child programs, tiers, and schemes
  • Event-driven offers and rules
  • Rewards capabilities (e.g., points, badges, coupons, experiences)
  • Gamification
• Real-time CDP:
  • Data privacy compliant CDP and data lake
  • Customer profile unification
  • Real-time single customer view dashboard
• Customer Analytics:
  • Persona discovery and segmentation
  • Journey modeling and orchestration
  • Next-best action recommendations
  • Report and dashboard
  • Customer sentiment analysis

Additionally, for companies already leveraging other third-party platforms for loyalty management or CDP, specific modules of CI&I can be deployed to complement existing investments. The TCS team can also assist clients with integrations to third party marketing automation platforms and partnership recommendations.
 
A part of Tata Group and headquartered in India, TCS has 600,000+ employees across 50+ countries, supporting brands around the world. CI&I’s low code platform is designed with the business user in mind and does not require extensive IT support. Still, for brands in need of program support, design, and optimization, TCS offers managed services through its consulting services division.  Best fit industries and use cases for TCS Customer Intelligence & Insights™ are typically in the retail, banking, public services, insurance, travel/hospitality, or communications verticals.