DEEP AI

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.

 

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 GAMMA'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 of Using DEEP AI in Customer Management

DEEP AI brings technology and humans together to support end-to-end, bionic customer management. It can be used by companies in a purely digital context, via call centers, and during in-person interactions.

AI engines can make automated, hyperpersonalized recommendations that promote new acquisitions, reduce churn, and drive up customer value. 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 achieve the following tangible benefits:

The DEEP AI Approach

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.

 

Our Impact with Clients Using DEEP AI

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 Client Success DEEP AI

ENERGY
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 Client Success DEEP AI

TELECOMMUNICATIONS
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.

 

Learn More About DEEP AI

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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.

 
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