Teradata announced the availability of Vantage Customer Experience (CX) to transform the customer experience at the world’s most innovative data-driven companies. Vantage CX helps brands deliver relevant, personalized experiences in real-time, across all interactions, to drive incremental revenue and lower the cost-to-serve. Vantage CX builds upon the capabilities of Vantage, so organizations can focus on customer growth, retention, satisfaction and increasing revenue from customer acquisition, rather than managing IT infrastructure.
Teradata announced today Vantage Analyst: a set of capabilities for Vantage customers that empower business analysts to perform machine learning and advanced analytics that were previously the domain of data scientists. With support from Vantage Analyst, the business analyst can run complex analytics with point-and-click simplicity – at enterprise scale, in the cloud. This simplified approach enables them to leverage multiple data sources and quickly iterate their analytics to discover business-changing insights. In addition to dramatically increasing employee efficiency and thus improving overall organizational agility, Vantage Analyst promotes an increased focus on the analytic insights that lead to answers.
Vantage Customer Experience is in limited availability, with general commercial availability in Q1 2020. Vantage Analyst is available today with additional features by year-end, 2019.
Vantage Customer Experience
Delivering a superior customer experience is the top priority for customer-centric organizations, yet many struggle to gain a complete view of customer interactions that span multiple touchpoints and departments. With the ever-growing numbers of martech tools and customer engagement systems creating more analytic silos, additional challenges arise in sensing and reacting to customer opportunities and pain points. This means businesses cannot explicitly personalize customer interactions in a timely manner. Vantage CX overcomes the resulting complexity through a unified view of the customer, easy-to-use advanced analytics that turn data into customer insights, and orchestrated messages across martech tools and customer engagement systems to turn insights into actions.
“While Teradata has long been the consistent, recognized leader in data management and analytics, business users sometimes leverage their own systems for customer analysis because of the need for control and to take advantage of a user experience that is aligned with their own skills and processes. This limits their ability to deliver a connected customer experience across channels and departments,” said Reema Poddar, Chief Product Officer at Teradata. “Vantage Customer Experience provides Marketing and CX professionals with a best-in-class, tailored experience, using Vantage as an enterprise customer data platform, to ensure they have the autonomy and ease-of-use they need to integrate, analyze and activate customer data.”
“Delivering optimized experiences, at the speed customers expect, is a top priority for CMOs across every industry. But with the ever-increasing complexity of a fractured digital landscape – proliferating martech stacks, new customer data sources, multiple customer touchpoints – this has become progressively challenging,” said Martyn Etherington, Chief Marketing Officer at Teradata. “Vantage CX addresses this by putting more data, powerful analytics and the ability to take timely action in the hands of marketers.”
Vantage Customer Experience Key Benefits:
- Unification of Customer Data: Vantage CX enables IT and Marketing to collaborate to achieve the previously elusive 360-degree view of the customer. Vantage CX is built for citizen data integrators who demand agility to experiment and capitalize on rapidly depreciating data. The foundation of Vantage CX is based on enterprise governance, scale, reliability and security provisioned by IT data integrators with Vantage.
- Turning Customer Data into Customer Insight: Enterprises have the opportunity to drive increased revenue and lower cost across thousands of daily opportunities if they can sense and react to all the data at their disposal. Scaling an enterprise CX initiative requires putting powerful analytics in the hands of those with business acumen and the remit to implement customer facing programs. There is no coding required for Marketers and CX professionals to leverage intuitive advanced analytics in Teradata Vantage, including Path for understanding the customer journey, Text for sentiment analysis, Cluster for hyper-segmentation, and Machine Learning to optimize the next best offer.
- Turning Insights into Action: Vantage CX enables CX professionals to turn insights into actions, giving them the tools to seamlessly operationalize insights across any channel in real-time. Data insights are actionable by simply selecting customers from a variety of visualizations. Teradata’s previous capabilities around Customer Interaction Management (CIM) to coordinate cross channel communications and Real-Time Interaction Manager (RTIM), which uses machine learning to analyze real-time customer events in the context of past behaviors to accurately predict next best offers, have been modernized for the cloud and deployed as one fully integrated application.
We’re impressed with Teradata’s commitment to allowing citizen developers to get results without programming assistance and the integration of AI and ML visualizations which enable seamless integration between user interface, machine learning functions, and domain-specific visualization techniques. This fits nicely into the definition of the future of work which all companies need to aspire to as part of digital transformation.