DEEP AI by BCG

Boosting Customer Value with AI

By enabling hyperpersonalized, end-to-end customer management—at scale—DEEP AI allows companies to extract up to 40% more lifetime value from their client portfolios.

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50%

increase in customer acquisition

20%

increase in upselling and cross-selling

20%

reduction in churn

10%

increase in price realization

20%

increase in adoption and utilization

40%

reduction in bad debt

About DEEP AI by BCG

DEEP AI takes the guesswork out of customer management by integrating artificial intelligence into every customer interaction and delivering real-time, AI-driven recommendations. DEEP AI is not just a technology product. It’s a customer transformation.

When we implement DEEP AI, we work with companies to develop a robust data and AI infrastructure, deploy BCG X's state-of-the-art AI assets, and pilot and launch AI-powered customer management campaigns. At the same time, we help clients with strategy and organization design, working closely with them to set a bold ambition, support new ways of working, and ensure that data and analytics inform every customer management decision. And because DEEP AI is modular, companies can integrate only what they need to complement the technology and capabilities they already have in place.

Benefits

How DEEP AI by BCG Enables Customer Transformation

DEEP AI by BCG brings technology and humans together to support end-to-end customer management. AI engines predict customer behaviors; deliver real-time upselling, cross-selling, and pricing recommendations; and inform test-learn-optimize campaigns.

By integrating AI in customer experience management, companies can make automated, hyperpersonalized recommendations that promote new acquisitions, reduce churn, and drive-up customer value—in a purely digital context via call centers and during in-person interactions.

A Proprietary Asset Ecosystem
- AI, data, and digital platform
- Proprietary algorithms
- AI-first-campaign manager
- Agent desktop solution
Our End-to-End Talent
- Customer value management and personalization experts
- Full-stack developers and UX/UI designers
- Data scientists and machine-learning engineers
- Cloud architects, software engineers, and DevOps engineers
A Battle-Tested Transformation
- Delivering sustainable financial impact after only two months
- Embedding ourselves in the client’s organization
- Upskilling employees to lead the work
- Driving change

From nurture and retention to upsell and expansion, DEEP AI’s algorithms are designed to continually improve with every touchpoint and feedback. Each opportunity, interaction, and outcome enhance business and customer intelligence, turning customer management into an unlimited opportunity for incremental improvement. We bring a holistic, customizable approach to data-driven transformation to best cater for your needs.

Build

We build technology to automate personalized recommendations across channels, including feedback loops.

Deploy

We deploy our proprietary assets to tech-enable front-line teams (call center agents, for example) and ensure adoption through change management.

Design

We design experiments and systematize the launch of recurrent campaigns at scale to generate value.

Deliver

We bring state-of-the-art analytics and next best action to maximize ROI.

Develop

We develop your data infrastructure and bring a wide tool portfolio: from data layer, control tower tools, to call center interfaces.

Build

We build technology to automate personalized recommendations across channels, including feedback loops.

Deploy

We deploy our proprietary assets to tech-enable front-line teams (call center agents, for example) and ensure adoption through change management.

Design

We design experiments and systematize the launch of recurrent campaigns at scale to generate value.

Deliver

We bring state-of-the-art analytics and next best action to maximize ROI.

Develop

We develop your data infrastructure and bring a wide tool portfolio: from data layer, control tower tools, to call center interfaces.

BCG X and Orange Built a Customer-Centric Marketing Ecosystem

Replace product-centric marketing with an AI-driven, personalized strategy to reach the right customer with the right offer at the right time, no matter the channel.

A Client's Sales Transformation with DEEP AI

With the help of our end-to-end customer management tool, more than 600 sales reps are using AI to drive their campaigns.

Energy Retailer

A leading energy retailer used DEEP AI to personalize its end-to-end customer management. With the power of our AI expertise and data and digital platform, the company transformed all customer channels: building personalized 360 views of customers, predicting churn at different price levels, allocating resources efficiently, and onboarding employees into agile ways of working. The result? The client was able to personalize retention and pricing on renewals, resulting in a more than 8% increase in their gross margin and an increase in its retained customers by 75%, at a more than 40% higher value.

Telecommunications Operator

We worked with a leading telco to launch an AI-powered customer management program by transforming employee workflows, developing enhanced cross-sell models, launching in-market experiments and campaigns across channels, and delivering tools in the front line to consume the AI-based recommendations. DEEP AI allowed the client to introduce AI-driven cross-selling at scale, generating a 40% conversion uplift and enabling more than 400 marketeers, call center agents, and retail sales specialists.

Our Experts

Discuss AI-Powered Customer Management with Our Experts

With DEEP AI engagements, we enlist a broad range of experts in AI, data and analytics, technology, innovation, marketing and sales, and change management. Here are some of our experts on DEEP AI.