Creating hyper-relevant customer experiences with data analytics and technology
The unprecedented COVID19 crisis has created tremendous threat and uncertainty to business and people. At Mphasis Business Process Services, we are on a mission to bring back confidence in business operations. As organizations gear themselves to reboot and march forward, we are right by their side to bring back their confidence.
Mphasis partners with hospitality enterprises to modernize their IT infrastructure, guest reservation systems and platforms, and back-office processes. Industry expertise, technology capabilities, partnerships and collaborations come together as we enable our clients to deliver value at speed for their customers.
We work with customers across the globe providing solutions, business intelligence and production support.
Below are some of the key operation focus areas where we bring in strong expertise to support our clients
A data platform on AWS, it serves operational, and analytics needs using open data standards, purpose-built databases, and extensible serverless architecture.
This platform addresses multiple challenges faced by the industry such as –
Elastic and configurable big data and analytics platform that brings together all lodging data to support current analytics and reporting needs
Unfettered on-demand access of data for business users with ability to experiment with AI/ML
Elastic and adaptable operational data stores for reservations, tickets, and loyalty data to support digital channels
Elastic and configurable omni-channel customer engagement platform for call center that can natively integrate agent applications
Elastic and configurable omni-channel marketing and notifications platform that integrates natively with customer profiles and reservation data
Personalize and improve the customer experience by identifying known and unknown guests across all channels. Utilize customer interaction activity across all channels to present offers and campaigns that deliver high Return on Investment (ROI).
An omni-channel guest 360° data platform, Guest 360 provides unfettered access to business users and data scientists, and operationalize guest insights by making them available as business events which can be consumed by other systems.
All guest activity, including loyalty, reservations, stays, purchases, marketing interactions, web and mobile interactions, and call center interactions are processed and curated in the data lake. Insights can be derived from this data lake and used to create outbound campaigns, inbound campaigns on web and mobile, and acquisition campaigns.
Guest 360 transforms enterprise decision making by providing the most comprehensive, accurate and real-time guest metrics, cutting across enterprise data silos and channels. It builds a 360 view of the guests by integrating data from multiple sources.
Some of the use cases in retailing include:
Identifying and segmenting premium customers in B2C and B2B scenarios, increasing revenues
Finding the right products for the right costumers based on individual consumer preferences, thereby enhancing customer experience
Identifying the right set of products for the premium customers by leveraging ML algorithms, increasing customer lifetime value