Advisory services for the implementation of personalized recommendations

Personalized customer experience is the key to profits

This service targets retailers and service providers wishing to digitalize their consumer interactions on EC sites and in physical stores through various means (such as by providing
coupons through apps) in order to improve customer experience. To increase the probability of purchase and boost customer satisfaction, the content displayed on a website or in an app must be relevant to the individual. This relevancy can be determined based on behavior data, such as the customer’s previous purchases, browsing history, and other attributes.

Personalization is a key strategy to retain and convert customers tending to proceed to other websites and retailers as soon as the recommendations they are provided with have no or low relevance. As smartphone-based shopping has become increasingly common, considering its limitations (especially the small number of products that can be displayed on a screen), it is particularly important in terms of purchase probability, whether the first product shown to the customer matches his needs. Due to this, it is extremely important to design a personalized customer experience by offering recommendations based on individual behavior data, such as the customer’s previous purchases, browsing history, and other attributes.

By utilizing the platform, results can be achieved quickly

The Deloitte Tohmatsu Group provides a solution that leverages the platform of a SaaS provider specialized in personalization. This platform enables the easy integration of various data types, delivering results in as little as a few weeks. Channeling in the platform’s machine learning capabilities fine-tuned by data scientists, highly relevant recommendations can be provided to individual customers visiting your company’s EC site. The positive effects of leveraging the platform have been scientifically proven by A/B testing and are being improved continuously. The personalized recommendations themselves are also being recalculated in real time, making sure that the customer never gets bored. Utilizing the Deloitte Tohmatsu Group’s industry-specific knowledge, our services overcome differences between industries and business models by customizing proven algorithms to meet specific client needs.

Customer experience improvements can be offered to the visitors of both EC sites and physical stores.

Utilize big data based on a 360-degree customer view

Personalized recommendations are created based on a 360-degree customer view using multiple sources of information, as indicated below.

• User behavior
  User behavior data (both implicit and explicit) is collected based on online user activity, including real-time session data
• Item (product and content) details
  Recommended products and contents are identified based on structured data from CMS or ERP systems
• Context information
  Contextual information is leveraged for defining the conditions for recommendations in real time (user’s device, location, browser, time, etc.)
• Corporate data sources (CRM / BI system / data warehouse)
  User data stored in corporate data sources such as CRM and internal data warehouses can be also utilized

Personalization that takes the targeted users’ characteristics into account is expected to become an increasingly important element of providing top quality user experience. The Deloitte Tohmatsu Group supports the implementation of personalized recommendations to improve customer experience with particular focus on leveraging big data collected from EC websites and physical stores. Please feel free to contact us for more details.