Welcome Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

About Us Diptendu Dutta: BE(JU), MS(Canada) Managing Director – Teaching and mentoring students for over 28 years; Software Technologist in various domains e.g., e-Learning, Data Warehousing, Web-based systems and other emerging areas. Proven expertise in developing number of software products for various domains such as Education, Finance, Healthcare, etc Rajat Biswas: BE(JU), MBA(IIM-C) Marketing Consultant – Enterprising Sales & Marketing Leader, a multi- faceted professional with 27 years of experience in achieving top-line growth and profitability objectives across industry segments viz. Industrial Products, Consumer Goods, Telecom Services, etc Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

EMERGING TECHNOLOGIES & CUSTOMER CONNECT 27. 07 EMERGING TECHNOLOGIES & CUSTOMER CONNECT  27.07.2017 Presented By AUNWESHA ACADEMY (Unit of Aunwesha Knowledge Technologies Pvt Ltd) Kolkata, West Bengal, India   in association with TECHNO INDIA BATANAGAR Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

Foreword The era of experience is here. Companies are transforming. Companies are investing in content and design of products and services, looking to create those experiences. Adopting a collaborative, cross-team approach where everyone is focused on the same goal of delivering experiences is important. However, investment in analytics is lagging. Businesses are excited to get into the experience game, neglecting to take care of data. Interestingly, building this kind of experiential culture is both the hardest and the easiest thing to achieve for the companies. Companies are emphasising on creating ‘valuable’ customer experiences Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

Executive Summary Research has shown that Customer experience is regarded as the primary way for organisations to differentiate themselves from competitors. Design is the not-so-secret strategic weapon and its continued importance is the key to transformation. Personalisation and the different channels of personalisation are critical to success of business enterprises. Digital transformation is not the action of a single individual or department, requires the orchestration of numerous moving parts. 46% of organisations state that digital permeates most of their activities Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

Building a digital culture The key elements of Digital transformation are:- Strategy – it is largely the sum of all the other parts Culture – customer focused organisation requires cultural adaptation Collaboration – this requires breaking down departmental barriers Technology – integration of technology is now a powerful enabler Skills – companies are bringing together new skills under CMO/CCO Data – there is a need for skilled personnel and capable technology Big opportunities in developing data capabilities fast and consistently Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

Design-driven transformation The value of design-led organisation: Design impacts every part of a customer’s experience and therefore also impacts how companies go about delivering that experience The method of innovation to deliver that experience is now commonly referred to as ‘design thinking’ Ability to solve consumers’ problems creatively without over-designing the process is a subtle skill, valued by companies The transformation will enable organisations to continue to differentiate themselves in a meaningful way from their competitors Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

3 key areas to focus on Customer Experience Content, design and data are key building blocks to providing a great customer experience. Forward-thinking organisations are tearing down silos between these blocks, for a unified front, to deliver this experience. Organisational culture The importance of culture in driving this transformation cannot be underestimated. Organisations foster a culture that is uniformly concerned with the customer, unifying all functions internally. AI, VR and IOT Invest strategically in emerging technologies such as AI, VR and IOT to future-proof and customer-connect. The future lies in intelligent and conversational experiences everywhere powered by AI, VR and IOT. Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

Aunwesha Knowledge Technologies Pvt. Ltd Our Contacts Aunwesha Academy Learning and Development partner of Aunwesha Knowledge Technologies Pvt. Ltd Address:  120A Linton Street, Kolkata 700014 Phone:  +913322845412, +919830961515 Email: enq@aunweshaacademy.com Aunwesha Academy (www.aunweshaacademy.com) July 27, 2017

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