Digital Foresight, a ready-to-implement solution that helps inform you about a high-value customer’s likelihood to defect and enable you to take the next best action to keep existing customers

1. www.niit-tech.com
Digital Foresight: See customer
churn ahead of the event
And in time to keep your customers happy and content
NIIT Technologies White Paper

2. CONTENTS
Introduction 3
Hypothesis 4
Graphical representation of Digital Foresight capabilities 4
Other core components of Digital Foresight include 4

3. 3
BEHAVIOR ANALYTICS
GEOSPATIAL STATISTICAL ANALYSIS
SOCIAL NETWORK ANALYSIS
CLOUD-BASED
PLATFORM
OPEN DOMAIN
INFORMATION
BLACK BOX ALGORITHMS
CUSTOMER CHURN
Situation: An email with high-value customers that are important
to your business is received. But, unfortunately, they are no longer
your customers.
Why is it a surprise?
Why did your team not know,
understood and valued the
customer?
How can you reduce customer
churn and keep your business
moving as planned?
Digital Foresight, a ready-to-implement solution that
helps inform you about a high-value customer’s likelihood to
defect and enable you to take the next best action to keep
existing customers.
Digital Foresight is a solution grounded in advanced predictive
analytics fusing customer data with all source external data
enabling clients to understand, see and anticipate with exactness
each individual customers who are likely to shift to a competitors.
Not only will the you understand which customer is likely to defect
to the competition, but why, when, and most importantly how to
engage with the customer to take the best action to keep the
customer yours. The solution is not a platform, it is not shrink
wrap software nor is it a data warehouse mapping software.
Digital Foresight is a powerful solution, It is business intelligence as
a service.
To know and understand customer churn with a high level of
understanding, the information needs of the client’s customer must
be fused with the vast signals, data points, sound bites and
understanding that is found in the fusion of customer data with all
sources of external information.
CUSTOMER RELATIONSHIP
Use your business
• Know your customer better
• Know when your customers are likely to
leave, & why
• Know how, when and where to engage with
your customer and retain the relationship
...customer intelligence like you never had
before
There is a given. Customer data decays constantly. Constantly
older and less reliable as the customer continues on with their day
to day. The realities of the customer experienced in life are never
mapped to the actual customer data for, before Digital Foresight,
there was no plausible means to keep your customer data current,
keep it aligned with today, to keep it a reflection of your customers
job, income, marital status, economic needs, economic stress ... in
short to know today your customer tomorrow.
Imagine the power to keep your customer, expand your
relationship with your customer, to bring to market the products
and services the customer wants today. Imagine the power to
know risk to your business from customer defection, to the covert
fraud or the point of internal compromise. To the very reputation of
your company and your business as that too drives your
customers to you, and away when gone astray.
Digital Foresight arms you with contemporaneous understanding,
always focused on the events of today and what that means for
tomorrow, allowing you to not run your business from
retrospective, but from foresight.
BEHAVIOR ANALYTICS
GEOSPATIAL STATISTICAL ANALYSIS
SOCIAL NETWORK ANALYSIS
CLOUD-BASED PLATFORM
OPEN DOMAIN
INFORMATION
CUSTOMER CHURN

4. 4
Hypothesis:
Information harvested today from the vast universe of external
sources, fused with internal customer data enables the ability to
apply advanced data science which, in turn, helps brings real world
understanding of the customer behavior, actions, needs and
perspective tomorrow.
The enterprise armed with digital foresight can capitalize on the
experience and capabilities of Digital Foresight to gain
actionable insights into the causes of customer churn. For
example, progressive enterprises bolster products for market
success by identifying clients, merging client’s customer
sentiments, needs, and points of influence, and matching client’s
activities to their customer behavior.
Organizations fusing client’s customer data through advanced data
science with tools that develop customer “signature” are able to gain
“Behavior Trajectory” (behavior trajectory is a science by itself that
illuminates customer needs, bias, and points of influence). The end
result is clarity on the events in client’s customers’ lives that enables
them to change direction from one provider to another.
Importantly is the ability to discern customer’s pattern of life. Life
events that are identifiable if you take time to listen to the
information shared in external venues. Pattern of life events drive
the customer to buy, to have access to capital to invest, to flee to a
competitor and much more.
This paper describes how Digital Foresight can be optimized to your
understanding using advanced data science driven services by:
• Precisely focusing on developing actionable insights about
specific client behavior
• Identifying high-value customers and their immediate or rapidly
emerging predisposition
• Streamlining dissemination of actionable insights to your team in
real-time and relevant output in order to stern customer churn
action
Digital Foresight is uniquely poised to lead development of
customer target market research.
Graphical Representation of Digital
Foresight Capabilities:
Sight Hindsight Insight Digital Forsight
Analogy
Action
Value
Rear Window
Mirror
What has
happened
Past experience
and situations
provide a
reasonable basis
to begin to
understand
the present
Windshield Over the Horizon
How does X
relate to Y
Understanding
various
relationships
helps us interpret
our current and
future situation in
light of a changing
environment
Radar
What if “A” and/
or “B” happen &
Where, Why, How
The ability to model
multiple scenarios in
real time information
allowing understanding
with confidence
tomorrow’s
opportunity & risk
and take action today
Other Core Components of Digital
Foresight Include:
• Geospatial statistical analysis provides foundational context
for understanding client environmental factors and structural
conditions of various communities and individuals within those
communities. This activity is dependent on overlaying multiple
layers of spatial data to provide deep and rich context. By
understanding Digital Foresight, a client can analyze both current
and likely future spatial conditions which will provide insights
about the key factors needed to define potential opportunities,
challenges and socio-economic trajectories of local communities.
• Open domain information collection, assessment and
dissemination are a core enabler of all aspects of Digital
Foresight’s contribution to target market research. This
initiative leverages the Digital Foresight expertise in identifying
target client, and vast information and intelligence that exists
and is tied to the market and members of any market.
• Social Network Analysis (SNA) enables researchers to identify
close-knit structure of small communities and congregations. It
identifies key sub-groups and families, characterize their interests and
critical needs, quantify their potential market value and understand
the strength of the sub-groups and families influencing others in the
community either directly or as a result of a pattern of life events.

5. 5
• Behavioral analysis provides the ability to identify potential
customers as new and as predisposed to have the share of
wallet expanded. Leverages discernable understanding of the
customer’s pattern of life, direction and attitudes, and
importantly what the customer thinks of your value proposition,
of your market reputation and of your market distribution all
applied against that of your competition.
• Monitoring Digital Foresight customer and competitive
metrics allows enterprises to identify not just the client needs
for product and services but also enable them to understand
how well the distribution partner or channel is meeting client
expectations at the right time through right channels with regard
to individual customers.
Cloud-based Platform – Digital Foresight applies advanced
cloud computing capability to harvest extraordinary quantity of
information, fused seamlessly into a real time understanding of
what tomorrow presents today. And to know and understand
customer churn potential at an individual customer perspective.
Black Box Algorithms – Digital Foresight is not based on “black
box” type algorithms. It is an open data science environment that
can work with inputs from client’s experts, market research
resources and others, to incorporate the best knowledge and
produce optimal actionable output.
Output Delivery – The Digital Foresight delivery team at
NIIT-Technology and its’ client counterparts continuously review
and collaborate on the output. Digital Foresight uses advanced
machine learning attributes that serve to constantly refine today’s
understandings with identification of change in the customer, the
market, the competition and in turn improves the accuracy of
understanding customer churn tomorrow and the knowledge of
the next best action to mitigate churn and continue to enjoy the
benefits of the customer relationship.

6. D_66_060814
About NIIT Technologies
NIIT Technologies is a leading IT solutions organization, servicing customers in North America,
Europe, Asia and Australia. It offers services in Application Development and Maintenance,
Enterprise Solutions including Managed Services and Business Process Outsourcing to
organisations in the Financial Services, Travel & Transportation, Manufacturing/Distribution, and
Government sectors. With employees over 8,000+ professionals, NIIT Technologies follows
global standards of software development processes.
Over the years the Company has forged extremely rewarding relationships with global majors, a
testimony to mutual commitment and its ability to retain marquee clients, drawing repeat
business from them. NIIT Technologies has been able to scale its interactions with marquee
clients in the BFSI sector, the Travel Transport & Logistics and Manufacturing & Distribution, into
extremely meaningful, multi-year "collaborations.
NIIT Technologies follows global standards of development, which include ISO 9001:2000
Certification, assessment at Level 5 for SEI-CMMi version 1.2 and ISO 27001 information
security management certification. Its data centre operations are assessed at the international
ISO 20000 IT management standards.
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