Startups like Capillary, CustomerXPs & Iken offer customised solutions to brands for customer delight

For companies engaged in the intense battle for customer loyalty, personalisation technology is proving to be all the rage.

Technology companies are taking data analytics a step further by creating platforms that not just crunch numbers but also create bespoke solutions for customers.

Globally large corporations like IBM and SAP and a handful of startups offer real-time customer engagement technology. One of the more successful startups is US-based RichRelevance, which offers product recommendation to online sites, including Walmart, Target and Sears.

In India, startups such as Capillary Technologies, CustomerXPs Software and Iken Solutions have built platforms that personalise customer experience for brands such as Raymond, Nike and ICICI Bank.

“Companies have always wanted to provide customer delight but it is only now that we have the tool to do it effectively,” says Arun Tanksali, CTO, Comviva Technologies, which has partnered with Iken to take their real-time platform to telcos.

ET profiles the personalisation solutions by a few startups that are pioneering these services across different industry segments:

CustomerXPs Software


How it Works

Fraud Management: The system works across all banking functions and ensures a cross channel non-silo approach to prevent fraud

1) A Bangalore-based account’s debit card has been swiped for a high value transaction in Dubai.

2) The bank has not been informed that the customer is travelling.

3) The system runs a check and sees an internet transaction originating in Bangalore has happened an hour ago in the account.

4) The system decides the Dubai transaction is a fraud and blocks it.

Capillary Technologies

What It Does

Offers retailers a cloud-based software platform that gathers customer details and provides analytics and helps retailers run targeted campaigns and provide offers.