“RIDING THE DIGITAL WAVE” © 2015 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL

digital is a lifestyle not a technology 2 © 2015 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 2

customers are changing their behavior faster than firms can evolve © 2015 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 5

dealing with a digitally empowered customer REQUIRES FIRMS TO RESHAPE THEMSELVES AROUND THE CUSTOMER JOURNEY 1.0 2.0 3.0 4.0 product / service store channel customer Firms who were born during the ‘age of manufacturing’ have business models, processes and technology that are organized around their product / brand Firms who were born during the ‘age of distribution’ have business models, processes and technology that are organized around their store front / branch Firms who were born during the ‘age of internet’ have business models, processes and technology that are organized around their channels Firms who need to be successful in today’s ‘age of the empowered customer’ need to reimagine their business model, processes and technology and re-shape them around the customer journey

customers expect brands to support their digital life © 2015 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 5

they live a digital life MEASURED BY NEW BENCHMARKS THE SIMPLICITY OF APPLE THE OMNIPRESENCE OF GOOGLE THE RELEVANCE OF FACEBOOK THE CONTENT OF YOUTUBE THEY EXPECT THE EXPERIENCE OF UBER THE INTELLIGENCE OF AMAZON THE IMMEDIACY OF TWITTER

firms are re-imagining how they adapt to the customer’s digital lifestyle © 2015 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 7

the customer is informed… scanadu – disrupting healthcare by designing patient centric health experiences

the customer is empowered… maker movement – disrupting manufacturing by designing open source DIY experiences

the customer is assertive… betabrand – disrupting retail by designing apparel fashion experiences for customers

“revenue will come from connected devices, not products” GLOBAL MANUFACTURER OF APPLIANCES, LIGHTING AND MEDICAL DEVICES

“revenue will come from connected devices, not products” GLOBAL MANUFACTURER OF APPLIANCES, LIGHTING AND MEDICAL DEVICES

“revenue will come from connected devices, not products” GLOBAL MANUFACTURER OF APPLIANCES, LIGHTING AND MEDICAL DEVICES

“revenue will come from connected devices, not products” GLOBAL MANUFACTURER OF APPLIANCES, LIGHTING AND MEDICAL DEVICES

creating exceptional customer experiences requires THE NEXT LEVEL OF DIGITAL MATURITY Level 1 Level 2 Level 3 Level 4 Level 5 heroic efforts best in class platform customer shaped experience driven @ scale, @ speed

the initial stages are worthy endeavours BUT RETURNS BEGIN TO TAPER OFF “disconnected vision of digital distribution & back office simplification projects get overtly focussed on technology and channel refresh, with limited emphasis on the design of experiences with no real uplift in NPS scores nor significant cost take-out projects seem to take too long and the customer experience remains fragmented ….” Level 1 Level 2 heroic efforts best in class platform

we must establish a digital transformation agenda WHICH IS CENTERED AROUND THE CUSTOMER value customer experience digitization

we must establish a digital transformation agenda WHICH IS CENTERED AROUND THE CUSTOMER value CMO, CIO agenda: “Show up where the customer is at” “Create seamless & amazing experiences along the customer journey” “Drive online customer acquisition” “Enhance cross sell ” “Develop deep insight into customer behaviour” COO, CFO & CIO agenda: “Digitize ‘channel to fulfilment’ through Business Service Redesign” “Drive digital adoption across customer base” “Deploy new way of working in IT and Operations” customer experience digitization

Wipro Digital strategy design customer technology end-to-end, full-service digital transformation partner interaction strategy design customer insight integration technology

Wipro Digital – what we do differentiator: drawing on collective expertise for every project Defining digital strategies and approaches Designing exceptional, customer experiences interaction strategy design customer insight integration technology Helping clients evolve to deploy faster, more iteratively

customer journey engineering a new non-siloed APPROACH; multidisciplinary, customer driven and iterative information architecture design models visual design apply service and interaction design prototype map the Customer Journey Customer Journey engineering customer segment & persona profiling usability testing digital inventory audit stakeholder interviews customer validation – test & learn; implement

designing & engineering Customer Journeys example: ELLIE'S (DIGITAL NATIVE) JOURNEY WITH A LEADING UK BANK

WIPRO DIGITAL ENGINEERING RIG – RAPID PROTOTYPING OF CUSTOMER OUTCOMES on our digital engineering rig DIGITAL RIG (DEV/OPS ON CLOUD) – CONTINUAL DEPLOYMENT INTO MARKET WIPRO DIGITAL ENGINEERING RIG – RAPID PROTOTYPING OF CUSTOMER OUTCOMES Alpha projects would typically be created to support hackathon style events and are largely throwaway software Alpha+ type projects are those that are created to support Customer Journey - that are piloted with Colleagues Beta type projects are those that are created to support Customer Journey - that are piloted with Colleagues and/or Customers

an example of our work 24 hour digital iteration: FOR LEADING UK BANK 24 hour digital iteration: Ideation, design and engineering of a Customer Journey focussed on current account opening for a Digital Native (Ellie) Illustrative view of Ellie’s Customer Journey In24 Bankside https://vimeo.com/110058046 password: bankside https://vimeo.com/110607732 password: E11i3 (no audio)

an example of our work 24 hour digital iteration: FOR LEADING US INSURANCE COMPANY 24 hour digital iteration: Ideation, design and engineering of a Customer Journey focused on Catherine and her journey in the event of an accident In24 InSure http://vimeo.com/wiprodigital/hin24insure password: wiprohartford1

thank you Achuthan Nair +91 9845370597 achuthan.nair@wipro.com