Updated: April 13, 2019
Below you’ll find an inventory of event-based marketing (EBM) and complex event processing (CEP) use cases for customer experience management. Each is an example where the system senses behavior and alerts a user or another system to the unusual activities or conditions.
Vertical Complex Event Processing Use Cases
Fiserv: Consumer Banking and Credit Cards
- Unusual account activity (e.g., large deposits/withdraws)
- Unusual account activity trend (e.g., average daily balance down by two standard deviations)
- Inactivity pattern (e.g., no transactions in last week)
- Missed transaction (e.g., missed direct deposit)
- Credit card spend activity use pattern (by spending category)
- Insufficient funds pattern
- Web or mobile click activity indicating an interest in a product
Insurance
- Fraudulent claims activity
Operations
- Predictive maintenance systems
Media and Communications
- Dropped call pattern or degradation of signal/service
- A customer has increased roaming (or other unusual account usages) behavior
- Customer in route to a foreign country pattern
- Popular programming based on a set-top box and social media insights
- Prepaid consumption detection and stimulation
- Churn detection
Healthcare
- Claims fraud
- Care interruption pattern
- Fitness monitoring
- Hygiene procedures pattern
- Healthcare patient monitoring
Horizontal Complex Event Processing Use Cases
Customer Service Center / Retention Department / Loyalty
- Customer struggling to get help pattern
- Payment due
- Strange returns activity
- Customer likely wants to cancel service
- Customer’s birthday
- Customer’s service anniversary (e.g., been a customer for X years)
Marketing / Cross-sell & Up-sell
- Customer online interest in a product or service
- Customer in store interest in a product or service
- Customer in the proximity of a store
- Customer usage stimulation – Drop off in use of a product/service
- Increase in use of a product/service
- Loyalty Program – Monitoring points activity
- Loyalty Program – Monitoring points expiration date
- Monitoring social sentiment
- Monitoring social influencer
Non-CX use cases
Here are some examples that are not for CX, but instead to improve business and operations efficiency:
- Algorithmic stock trading such as if Stock A rises by X% and Stock B doesn’t automatically buy Stock B
- Transportation security and fraud detection such as an id card used twice in a short time frame (e.g., piggybacking) or high volume transactions on a new account – and then automatically alerting the right parties
- Detecting transportation congestion and incidents, and proactive notification of alternative routes
- Inferred detections suggesting that a vehicle has crashed (and severity of crash), such as when an airbag has deployed
- Communications security such as false alarms going off in a certain time window, not followed by other alarms that would be expected (false positive alarming)
- Communications security such as network monitoring for detecting denial of service attacks, and alerting the right parties of this situation