By collaborating with BCG and BCG X, A1 Telekom Austria—the leading fixed and mobile operator in Austria—revolutionized its customer management approach. This transformation combined the strengths of humans and AI to drive up to a 40% increase in sales conversions for campaigns, resulting in significant revenue uplift.
Boosting Customer Value with AI
By enabling hyperpersonalized, end-to-end customer management—at scale—Deep Customer Engagement AI by BCG X allows companies to extract up to 40% more lifetime value from their client portfolios.
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 Customer Engagement AI by BCG X
Deep Customer Engagement AI takes the guesswork out of customer management by integrating artificial intelligence into every customer interaction and delivering real-time, AI-driven recommendations. Deep Customer Engagement AI is not just a technology product. It’s a customer transformation.
When we implement Deep Customer Engagement 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 Customer Engagement AI is modular, companies can integrate only what they need to complement the technology and capabilities they already have in place.
When we implement Deep Customer Engagement 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 Customer Engagement AI is modular, companies can integrate only what they need to complement the technology and capabilities they already have in place.
How Deep Customer Engagement AI Enables Customer Transformation
Deep Customer Engagement AI 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.
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.
1.
A Proprietary Asset Ecosystem
AI, data, and digital platform
Proprietary algorithms
AI-first-campaign manager
Agent desktop solution
Proprietary algorithms
AI-first-campaign manager
Agent desktop solution
2.
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
Full-stack developers and UX/UI designers
Data scientists and machine-learning engineers
Cloud architects, software engineers, and DevOps engineers
3.
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
Embedding ourselves in the client’s organization
Upskilling employees to lead the work
Driving change
The Deep Customer Engagement AI Approach
From nurture and retention to upsell and expansion, Deep Customer Engagement 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.
Reimagining Customer Service with GenAI
As part of Deep Customer Engagement AI’s end-to-end customer transformation, our GenAI accelerators help clients revolutionize their customer service operations by reinventing and reshaping their people, processes, and technology. Our approach focuses on understanding root causes for servicing, launching digital actions to avoid human touchpoints, utilizing GenAI chatbots to optimize channels, and deploying generative self-service interactive voice-response (IVR) for call automation—all while enhancing agents’ capabilities.
Deep Customer Engagement AI’s eight GenAI accelerators—seamlessly integrated with your existing technology—generate financial impact by improving front-line productivity, conversion rates, and sales effectiveness. With proven success across telco, financial, and insurance sectors, our customized programs leverage a proprietary ecosystem to reduce total cost-to-serve by 70%, increase serve-to-sell by 20%, and activate 80% of contact center transformation roadmaps.
Our Impact with Clients Using Deep Customer Engagement AI
+8%
increase in gross margin
Energy Retailer
A leading energy retailer used Deep Customer Engagement 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.
40%
conversion uplift
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 Customer Engagement 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.
Video
2024年10月1日
How A1 Telekom Austria Is Using AI to Unlock More Customer Value
Video
2024年10月21日
Caldic’s Data-Driven Digital Transformation: Empowering Personalized Sales with AI
The global distributor and solution provider partnered with BCG and BCG X to launch a data-driven digital transformation, providing personalized recommendations by customer and generating pipeline growth.
Video
2023年5月17日
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.
Our Experts
Discuss AI-Powered Customer Management with Our Experts
With Deep Customer Engagement 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 Customer Engagement AI.
Learn More About Deep Customer Engagement AI
BCG X brings transformative relief to customer service headaches—for customers and businesses alike. Learn more on WIRED.
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