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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

Equation DEEP AI by BCG
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.
Benefits

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.
  • A Proprietary Asset Ecosystem
    • AI, data, and digital platform 
    • Proprietary algorithms 
    • AI-first-campaign manager 
    • Agent desktop solution 
  • 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 
  • 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

How It Works

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 | DEEP AI
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Build

Build

We build technology to automate personalized recommendations across channels, including feedback loops.

Deploy | DEEP AI
2
Deploy

Deploy

We deploy our proprietary assets to tech-enable front-line teams (call center agents, for example) and ensure adoption through change management.

Design | DEEP AI
3
Design

Design

We design experiments and systematize the launch of recurrent campaigns at scale to generate value.

Deliver | DEEP AI
4
Deliver

Deliver

We bring state-of-the-art analytics and next best action to maximize ROI.

Develop | DEEP AI
5
Develop

Develop

We develop your data infrastructure and bring a wide tool portfolio: from data layer, control tower tools, to call center interfaces.

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2
3
4
5
Build | DEEP AI
Deploy | DEEP AI
Design | DEEP AI
Deliver | DEEP AI
Develop | DEEP AI

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.

Impact

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.

Caldic’s Data-Driven Digital Transformation

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.

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.

Headshot of BCG expert Alfonso Abella Managing Director & Senior Partner

Alfonso Abella

Managing Director & Senior Partner, Leader Deep Customer Engagement AI by BCG

Madrid

Ignacio-Hafner.jpg

Ignacio Hafner

Managing Director & Partner

Madrid

tibor-merey.jpg

Tibor Mérey

Managing Director & Partner

Vienna

Tarandeep Singh Image

Tarandeep Singh

Managing Director & Partner

Singapore

Headshot of BCG expert Peter Pessoa

Peter Pessoa

Managing Director & Partner

Mexico City

Yasmine-Hamri.jpg

Yasmine Hamri

Managing Director & Partner

Paris

Headshot of BCG managing director and partner Japjit Ghai

Japjit Ghai

Managing Director & Partner

Silicon Valley - Bay Area

Latest Thinking

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