Insights driven Customer Experience Chandra Surbhat, VP & Global Head, Digital Technologies, Wipro Prasad Pillalamarri, Domain Consultant, DCxM Platform, Wipro Insights driven Customer Experience Aggregating multi-channel information to create superior customer experiences

The Age of the Customer 95% 85% 55% 55% of consumers are willing to pay more for a guaranteed good experience. 95% of dissatisfied customers tell others about their bad experience By 2020, 85% of customer relationship will be without human interaction. 95% 85% 55% Source: Forrester Research & other reports

Insights Driven Experience across Customer Journey IoT and APIs TOUCH POINTS MARKETING NEXT-GEN COMMERCE CUSTOMER SERVICE PROCESS CONTENT MOBILITY WEB USER EXPERIENCE CUSTOMER LIFE CYCLE LOYALTY PURCHASE CONSIDERATION FAMILIARITY AWARENESS SERVICE Analytics and Insights On Premise & Cloud

Insights are the DNA of Success… Provides Competitive Edge through Consumer Insights Drives Customer Centric Growth Creates Personalized Customer Experiences Enables Faster Decision making, Reduced Cost, & quicker launch of new Products and Services

Driving Value - Converting Insights into Action Digital Customer Experience Management (DCxM) Stitches information and weaves digital fabric for a superior customer experience

Experience-as-a-Service Create an engaging experience based on real time data, analytics and relevant context Automate the resume screening process and recommend best profiles for the Job Measure and meter the need for every product feature in the area of new product ideas/ innovation Move traffic from assisted to un-assisted channels by providing managed navigations and solution snippets Relevancy engine to ensure most relevant information is extracted and to boost the search relevancy for online conversions Summary of reviews that extracts insights on pricing, promotion, churn and competition Help provide smart OCR for contract management, credit extensions, mortgage advisory & document classification Provide cross channel conversations by clustering client interests for targeted content delivery Relevant Content Demand Generation Representative Reviews Doculytics Digital Hiring Competition Analysis Digital Self-care Loyalty Gamification Experience- as-a-Service

Lead Generation and Demand Metering PERSONALIZED CUSTOMER EXPERIENCE Business Benefits Lead Generation and Demand Metering by targeting relevant customers and improve online conversion INCREASED REVENUES Offer Personalized Campaigns and relevant experience across digital channels, leading to improved Loyalty and Qualified Referrals PERSONALIZED CUSTOMER EXPERIENCE Streamlined and efficient processes through digitizing document driven operations PROCESS DIGITIZATION Incorporate Customer Intelligence through Social Listening in designing products, pricing, promotions PRODUCT INNOVATION

Information Extraction Unsupervised Algorithm Services on MongoDB OCR MongoDB helps in aggregating unstructured information with higher computational flexibility to drive insights in real time Information Extraction Machine Learning Unsupervised Algorithm Natural Language Processing

Why MongoDB ? RECOMMENDATIONS Schema less design helps to inject data from any channel, format into the system seamlessly & develop application layer with “Separation of Concern” principle. RECOMMENDATIONS Embedded documents, transformation through map-reduce, derived values and validation frameworks help source and store high volume, and a good design

Why MongoDB ? RECOMMENDATIONS Cloud and open source platform encompassing modules including NLP, text analytics, OCR, Information Extraction, Machine Learning and Analytics RECOMMENDATIONS Out-of-the-box JSON documents help in connecting data into the dashboard through AJAX calls that filter data on the front end Provides advanced search capabilities which is not possible with traditional search tools

Launching DCxM 3.0

THANK YOU Chandra Surbhat Prasad Pillalamarri @Surbhat @PPillalamarri Visit us @ Wipro Booth# 7

Appendix

DCxM 3.0 – Document Classification

DCxM 3.0 – Document Classification

DCxM 3.0 – Demand Generation

DCxM 3.0 – Demand Generation