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Great Multi-Channel Features, But Needs Better Front-End Error Logs
What do you like best about the product?
I like the fact that marketeers can easily create a multi-channel customer journey using the journey feature of the user interface. As a developer, I also like the fact that SAS CI 360 is easy to integrate to different database systems and thir-party technologies in the back-end.
What do you dislike about the product?
I dislike the fact that front-end users have very little information about the log of a task or segment after they run. It makes sense that the front-end user gets almost only resumed information, but the amount of information is too short. Most error messages that appear at the front-end are very unspecific. As a developer who was also responsible for deploying and migrating SAS CI 360 at different companies, I can say that having access to a more detailed log of a task or segment at the front-end would have been very helpful for me and for the customers to troubleshoot task design problems more quickly and without having to rely on colleagues who work at the back-end.
What problems is the product solving and how is that benefiting you?
As an external SAS consultant who has been helping to deploy and migrate SAS CI 360 at the Telecommunications branch in Europe, I can say that SAS CI 360 has been helping my customers to create more meaningful marketing campaigns for the challenges that the market of customer acquisition and customer care have brought with the increase of e-commerce and improved expectations of customers with their experience online.
SAS Customer Intelligence in Aviation Industry
What do you like best about the product?
My favorite part, though, is how I can act on those insights instantly. We can design, test, and automate complex customer journeys across all our channels—web, email, mobile—all from one hub. Being able to deliver that "next-best action" right in the middle of a customer's journey has been transformative for our marketing efforts. It’s a sophisticated tool that puts serious data-driven power right in the hands of the marketing team.
What do you dislike about the product?
From my perspective, the biggest hurdles are its complexity and cost. The platform is so robust that it comes with a very steep learning curve. This isn't a tool you just pick up and master in an afternoon; it really requires significant training and a strong analytics background to get the most out of it. Because it's so advanced, the user interface can sometimes feel complex and less intuitive than simpler tools.
What problems is the product solving and how is that benefiting you?
Essentially, it solves two core problems for me: data chaos and impersonal marketing.
Our customer data was completely fragmented—web, mobile, CRM, and offline sales were all in different silos. CI 360 unifies all of it, giving my team a true 360-degree view of the customer for the first time.
The benefit is massive: we've moved from reactive, generic "spam" campaigns to proactive, predictive personalization. We can now anticipate what a customer is likely to do next and engage them with the right message, on the right channel, in real time. This has made our marketing far more efficient and boosted our customer loyalty.
Our customer data was completely fragmented—web, mobile, CRM, and offline sales were all in different silos. CI 360 unifies all of it, giving my team a true 360-degree view of the customer for the first time.
The benefit is massive: we've moved from reactive, generic "spam" campaigns to proactive, predictive personalization. We can now anticipate what a customer is likely to do next and engage them with the right message, on the right channel, in real time. This has made our marketing far more efficient and boosted our customer loyalty.
Great Product, But License Fee Is a Drawback
What do you like best about the product?
Flexibility of the tool, ease of use and intuitive usage of the tool.
What do you dislike about the product?
license fee and the cost of it. Other vise it is a great tool.
What problems is the product solving and how is that benefiting you?
Decision making and flow creation.
Good Cross-Channel Support, But Feature Rollout can be optimized
What do you like best about the product?
cross-channel support and ID stitching that enables user identification. Strong Support and Consulting (also locally).
What do you dislike about the product?
Limited availability of new channels in all features (journeys), reaction and development of standard features in other SW - A/B Testing in Email, STOs, Journeys, etc.
What problems is the product solving and how is that benefiting you?
Marketing Automation in own and external channels - one app for all but with a lot of customization needed.
SAS CI360 User Friendly
What do you like best about the product?
SAS CI360 has been helpful with our team to create segment maps for our emails. The UX is fantastic.
What do you dislike about the product?
The only thing I don't like is that it doesn't have the same reputation as what a Salesforce Marketing Cloud has.
What problems is the product solving and how is that benefiting you?
SAS CI360 helped get us started with our first marketing automated campaign/journey.
Easily manage customer retention and drive programs with SAS Customer Intelligence 360!
What do you like best about the product?
I have been working in a outsourcing company that sells services and products to insurance customers. As part of my job, I encounter different hardships in my past workflows especially in the part of managing cuatomer retention and driving an advocacy programs for them to come back to ghe company I work for. This software has been a reliable friend whenever I need to make recommendations and implement actions.
What do you dislike about the product?
There are times that labels graphic outputs tend overlap with each other. When that happens, it gets stressful to work with.
What problems is the product solving and how is that benefiting you?
Speed rate of analysis that is a major edge of this product. High customizability and powerful features also.
Headship Role in CI360
What do you like best about the product?
AI-Driven Customer Journey Optimization
CI360 allows marketers to design and optimize complex, multichannel customer journeys using real-time data and predictive analytics. Its ability to make intelligent decisions at each touchpoint is a game-changer.
CI360 allows marketers to design and optimize complex, multichannel customer journeys using real-time data and predictive analytics. Its ability to make intelligent decisions at each touchpoint is a game-changer.
What do you dislike about the product?
Steep Learning Curve
Despite offering no-code/low-code features, CI360 can be complex for new users—especially those without a background in analytics or data-driven marketing. Training is often required to get the most out of it.
Despite offering no-code/low-code features, CI360 can be complex for new users—especially those without a background in analytics or data-driven marketing. Training is often required to get the most out of it.
What problems is the product solving and how is that benefiting you?
SAS Customer Intelligence 360 (CI360) solves several key problems that marketers and customer experience teams commonly face, particularly around fragmented data, inconsistent customer engagement, and limited personalization.
Easy to use, everything in one environment
What do you like best about the product?
Really easy to use for both data specialists and marketeers. Also great that you can orchestrate all different channels from 1 environment.
What do you dislike about the product?
For smaller companies it is sometimes too much. Also the help with integrations with external data environments are difficult to set up.
What problems is the product solving and how is that benefiting you?
Orchestrating all from one environment
Provides really helpful insights into customer behaviour
What do you like best about the product?
We found SAS Customer Intelligence helped us take all kinds of disparate customer interactions across a broad range of media / data sets and give us a single view of our customer which we simply did not have before.
What do you dislike about the product?
No burning problems but maybe could be more integrated into other SAS products.
What problems is the product solving and how is that benefiting you?
It helps us make personalised messaging to customers, helps us identify and be on top of potential customer concerns, and lets us understand how our customers interact with us across a whole spread of different touch points.
SAS Customer Intelligence 360 in Action: Enhancing Decisions with Advanced Analytics
What do you like best about the product?
The best part is the integration of AI-driven decisioning with campaign execution. Being able to test, optimize, and automate offers across web, email, and mobile in a single platform has significantly improved our marketing agility.
What do you dislike about the product?
One downside is the learning curve—SAS CI 360 is a powerful tool, but it can be complex for new users without a background in analytics or marketing automation. More intuitive onboarding and documentation would be helpful.
What problems is the product solving and how is that benefiting you?
One key problem it solves is the fragmentation of customer data across platforms. SAS CI 360 consolidates and analyzes that data in near real-time, allowing our team to make more informed, data-driven decisions. This has reduced our reliance on manual processes and enabled us to automate personalized messaging at scale.
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