Customer DNA Features
NGDATA’s Customer DNA is at the heart of our Intelligent Engagement Platform.
With an unlimited number of metrics or advanced attributes, you gain a complete understanding of every individual customer: when the customer is interacting with your brand, the engagement or purchase history of that customer, and their behavior, preferences, and needs.
So essentially, it powers a 360-customer view. With these detailed insights, your business can drive relevant and more personalized interactions with individualized engagements.
Access an unlimited number of data metrics
Built-in and customizable metrics form Customer DNA. Built on top of simple attributes such as name, gender, address, or the outcome of a formula. For example, the average number of a customer’s website interactions.
More insightful are advanced metrics such as a propensity score for a service or the preferred channel of a customer during a particular time of the day. Customer DNA includes the current value of metrics and historical values and trends, allowing you to gain true insight into customer behavior regarding your brand.
Customer DNA takes you from data to insights
With our Customer DNA, you are not dependent on predefined flows or metrics. And even though some Standard DNA metrics could be interesting for certain industries, data is too business-specific to generalize this. That is why everything is fully customizable to your business needs. Easily define custom metrics using various methods, including formulas, predictive models, neural network models, linear models, and more.
Relevant experiences drive customer engagement, and you can’t make a connection with your customers merely based on that data. Beyond standard customer data aggregations, you need meta information about products, offers, context variables, etc., to continuously score that customer’s propensity or eligibility for converting.
This potent combination of meta- and context information and model scoring is where our Customer DNA differs from others as we go beyond the standard digital customer info.
Real-time alerts for behavioral changes
You cannot just rely on a human team to continuously evaluate a customer’s situation. The NGDATA IEP calculates customer values based on incoming interactions, updated entity information, and more. To make practical use of these values in a marketing context, the IEP allows you to configure and manage defined thresholds using Alerts, indicating when a particular critical value is met. An Alert aims to inform you of a value change and optionally trigger personalized experiences as a response to that change.
Alerts are defined and applied to a single entity, a specific collection of entities, or all entities of that type, depending on the type of Alert. This powerful functionality: the IEP monitors the entire profile population this way and enables you to take – automated – actions on an individual customer level.
Get insights into group or household usage
With our Customer DNA, businesses get valuable insights into service usage on an individual level. Yet, they need to remember that multiple people can use products and services in a group or household.
All this information aggregated into a single view of the group or household, is NGDATA’s Group DNA. Businesses, such as those in the telecommunications industry, can then manage the information available at the appropriate level, being a group or individual member, such as device usage, subscriptions, or contract, and consider it when interacting with them.
As such, businesses can use Group DNA to send out alerts to customers when their behavior is changing in an unforeseen way. In a household, there are various roles, such as the decision-maker and those just using the services. When looking at a household’s data consumption, for instance, businesses can alert the decision-maker when other data packages would be more interesting for that specific household’s behavior.
How real-time Customer DNA benefits both your customers and your business
1-1 personalization is the optimal way to nurture potential customers and strengthen the customer-brand relationship. However, real-time updated Customer DNA is valuable to the customer and your entire business. Combining the scattered data and intelligence into one platform benefits the marketing department and will also mean a big advantage for IT, customer support, and local customer-facing employees.
Imagine one of your customers has contacted the call center five times over the past seven days about a particular complaint. Using NGDATA, your customer support representative can easily pull up that customer’s report and see the complete history of everything the customer has done and how they engaged with your brand. It will become clear why the customer is reaching out to you, why they complain, what communication they have received already, etc. This detailed single customer view is then very valuable to your customer support department. And you will also know not to send them a new product offer when that is clearly not what they need right now.
Another example is when a customer inquires about a product or service through customer support (or a direct sales channel), the representative will first see all the available info about you and log the new info from the call. When that customer walks into his local branch right after that call, the sales rep will know exactly what he is looking for and what info he has received already. Nothing is more annoying for a customer than repeating all the background context yet another time. Thanks to that unified customer view, the conversation can be picked up right where it was left off on another channel.