Data and analytics


From data to insights to actions and better business outcomes

Analytics: The key to unlocking what customers want

Analytics is a mechanism for extracting meaningful insights from an organization’s data for better business decision making.

Data can unlock the mystery of what customers want. With the complexity of market segments, varied customer needs, and channel preferences, businesses today need a holistic understanding of their customers to serve them better. Analysis of past data leads to insights in the present that will guide actions in the future.

At HGS, we have a strong data science and analytics practice with the right people, processes, and technology know-how to help transform the customer experience (CX). Our prebuilt assets accelerate your data transformation journey at a lower cost and for faster go-to-market.

Applying HGS’s customer engagement and analytics competencies enables clients to move away from experience-based and gut-feel changes, to data-backed decisions for their customers.

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Information for industries:

Telecom

Within the telecom industry, companies often face issues of customers frequently moving between service providers based on the offers and benefits offered at the time. Data and analytics can help address these challenges:

  • Mapping the ever-changing needs of local stores, customers, and products
  • Churn management of valuable and high net-worth individuals (HNI)
  • Payment and billing-related issues leading to revenue losses
  • Network mapping and better network utilization
  • CX metrics and reporting
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Healthcare

Given the growth and concerns of the healthcare industry, it stands to gain a lot from customer insights and data management. Data and analytics can yield valuable insights to address several healthcare challenges:

  • Risk management and cost optimization
  • Ensuring a healthy revenue cycle by studying customers’ propensity-to-pay
  • Reduction in fraud, waste, and abuse of claims
  • Provider scorecard for patient readmissions rate
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Retail

Retail as an industry has been one of the early adopters of data and analytics. With more people switching to online shopping, retailers vie for more wallet share through upselling and cross-selling methods. Hyperpersonalizing online customer experiences using data is the new norm.

The right use of data science expertise can help retailers:

  • Increase customer loyalty and reduce customer churn through hyperpersonalization
  • Predict customer behavior across digital and non-digital channels
  • Improve operational efficiency through warehouse and store inventory, and personnel planning
  • Better supply chain management by understanding seasonality and event impacts
  • Increase customers’ share of wallet
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Travel

The travel and hospitality segment is becoming one of the fastest consumers of data and analytics. Data and analytics can provide insights in several critical areas:

  • Impact of disasters on travel patterns and recovery
  • Customer demands and seasonality
  • Service bundling and price discounting
  • Loyalty and customer lifetime value
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Banking

The banking industry has to trade off risk with opportunity and, at the same time, make the right investments to yield high returns. This analysis of prospective and existing customers is essential for growth. As the banking industry seeks resilience, analytics can provide much-needed insight to optimize the overall business in cost and revenue management, loan performances, distressed assets, and risk.

Here are a few challenges faced in this industry:

  • Collection of funds from debtors
  • New products or categories based on consumer demand and gap in supply
  • Cost of acquiring and retaining a new customer
  • Predictions on potential delinquencies and risk analysis
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Data and analytics services

HGS brings extensive data and analytics expertise, along with in-depth domain proficiency, to help clients transform their businesses. We provide strategic CX and technology consulting, along with resources to implement end-to-end data and analytics solutions.

Why HGS Digital?

Our creative team of strategic thinkers, solution architects, user-centric designers, analysts, security experts, and software engineers can design and build a solution suited to your industry, organization, goals, and budget.

Solid experience in data-driven business strategy

Our team has helped clients develop and execute a multi-year, data-driven business strategy. As part of this engagement, our team will focus on technical data strategy and, more importantly, how the technical data strategy will support goals.

Domain expertise

We’ve proven our capability across industries such as insurance, healthcare, retail, and CPG and take pride in providing support that’s custom-made for each domain.

Strong experience in data engineering

Our team has significant experience in developing infrastructure for varying business needs, including structured/unstructured data, batch/real-time data feeds, on-prem/cloud, and more.

Advanced data sciences expertise

Our team of AI, ML, and cognitive experts can provide highly advanced data solutions that can bring valuable business insights.

Our expertise in cross-functional analytics

We have executed analytics engagements within organizations that support various functional requirements. These insights have helped businesses become more data-savvy and agile with their decision making. Our team members bring functional expertise as well as data expertise to enable customers to execute complex data engagements.

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Marketing analytics

  • Web analytics
  • Multichannel analytics
  • Attribution modeling
  • Online behavioral analytics
  • Social media analytics
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Customer analytics

  • Customer 360 view
  • Customer lifetime value (CLTV)
  • Churn analysis
  • Channel analysis
  • Store traffic analytics
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Financial analytics

  • Flash reports / visualizations
  • Sales and margins
  • Weather impact
  • Fraud analytics
  • Risk and failure analytics
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Operational analytics

  • Call center analytics
  • Quality analytics
  • Compliance
  • Capacity utilization
  • Pricing analytics
  • Product analytics
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HR analytics

  • Attrition analytics
  • Hiring / onboarding analytics
  • Workforce analytics
  • Performance analytics

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