Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations Sunil Nair Lead Consultant Infosys

#InfosysAtOOW Table of Contents Evolution of Customer Experience Customer Experience Success Factors Oracle CX Portfolio & Infosys CX Solutions Illustrative Use Case & Case Studies 2

#InfosysAtOOW 3 Drivers for Unified Customer Experience Evolving Technology Changing Customer Expectations CX Imperatives Mobility Internet of Things Big Data Analytics Movement to Zero Footprint/ Cloud Improved User experience Seamless integration across channels Personalization, Convenience, Social Business Imperatives  Higher customer satisfaction and increased Loyalty  Increased customer engagement and advocacy  Enhancing brand value through better real time insights and focused actions  Increased reach of brand(s) and expansion of customer base Business Imperatives  Higher customer satisfaction and increased Loyalty  Increased customer engagement and advocacy  Enhancing brand value through better real time insights and focused actions  Increased reach of brand(s) and expansion of customer base Ensure End to End coverage across customer touch points Personalized offerings & promotions Gather actionable insights

#InfosysAtOOW Evolution of Customer Experience 4 Inside-Out Approach Product Focused Made to Stock Products You buy what we make Service Focused– Customer Satisfaction (CRM) Satisfied Customers Build Sustainable Brands Outside-In Approach – Customer Experience (CX) Co-create and Co-Innovate Loyal Customers Repeat Business

#InfosysAtOOW CX Success Factors Customer Experience Intuitive User Experience Personalized Offerings Cross Channel Engagement Service Interactions Analytics and Optimization Maximizing RoI 5

#InfosysAtOOW Web Mobile Social In Store Contact Center Field Service Direct Sales Channel Sales Oracle CX Portfolio: Comprehensive Coverage Marketing Oracle Marketing Cloud Sales Oracle Sales Cloud Oracle Fusion CPQ Oracle CPQ Cloud Service Oracle Service Cloud Social Oracle Social Cloud Commerce Oracle Commerce 6

#InfosysAtOOW 7 Customer Experience Solution Accelerators Large project implementation experience and Organizational Capabilities Implementation accelerators Domain Expertise Business Consulting Services Technology extensions Integration Packs Business case for CX adoption CX Process Consulting Mobility Enablement Pre Built Integrations with enterprise applications and other CX products Methodology / Framework with templates and other tools Ready to use pre-configured business processes More than 18M Man hours of Domain Consulting experience across verticals Infosys CX Solutions and Extensions

#InfosysAtOOW Summary of Prebuilt CX Solutions Business ScenarioProducts Leveraged Ability to launch a social marketing campaign and collect responses Dynamic web catalogue providing ease of use to select complex products. Service center access and delivery across multiple channels for customers as well as service delivery personnel Single view access to knowledge base for service personnel by integrating Knowledge base with call center application 8

#InfosysAtOOW Cross Chanel Service: Illustrative Use Case 9 Problem realization and contact channel selection Self help with community and knowledge base Incident creation and agent assistance in service resolution Service Request assignment Service Request Resolution Feedback Management Customer Service Agent Customer Service Agent Field Service Engineer Customer

Case Studies – Infosys CX Implementations

#InfosysAtOOW Eloqua Marketing Automation for a leading Chemical Manufacturing Company 11 Leverage Eloqua for campaign development Execute campaigns without technical know how of campaign development. Reduce the work load of Marketers Develop Reusable components in Eloqua for quicker implementation of campaigns Maintain Brand theme across all campaigns developed Infosys Solution – Setup MADC (Marketing Automation Development Center) Focus Areas: Campaign Development in Eloqua Optimization of Eloqua campaigns for effectiveness Analytics to generate business insights from the campaigns Background/Objectives Infosys Solution Client Benefits Eloqua Campaign Accelerator Reduced campaign creation duration by 40% Response rates to campaigns increased by 5% quarter on quarter Implemented and Launched more than 20 Campaigns in Eloqua in a duration of 5 Months Executed campaigns of type – Trade Show, Product Launch, Sample Request etc.

#InfosysAtOOW Product Configuration and Pricing for World’s Largest ATM Manufacturing Company 12 Application landscape: Oracle R12 integrated with multiple CPQ solutions across multiple geographies / businesses Complex Product Architecture involving 3 Level of product hierarchy No existing Middleware Solution in place. Multiple Vendors and heterogeneous design teams. Infosys will implement product configuration and pricing in Big Machines to handle complex requirements. Building a SOA based interfaces using fusion middleware between Big Machines and eBS for Order management & contract management. Background/Objectives Infosys Solution Client Benefits Faster Order handling & Order fulfilment for complex product with maximum order lines up to 50 lines. Highly Scalable architecture with capacity to roll-out solution to around 20 locations in six months after go-live. Best in class middleware architecture using SOA based integrations providing a scalable solution.

#InfosysAtOOW Knowledge Management at a Global Information Technology Company 13 Global information technology company using distribution channels to offer range of solutions and services Multi Locale, multi lingual Oracle Knowledge 8.5 implementation Encountered multiple technical challenges in Oracle Knowledge Implementation Infosys engaged in critical phase of the project lifecycle Resolved KM process deficiencies in the Oracle Knowledge implementation critical defects resolved in a span of 2 months. Resolved process issues for optimum user experience. Background/Objectives Infosys Solution Client Benefits Reporting solution Locale wise breakup of the translations done in Oracle Knowledge Built API to integrate Oracle Knowledge with custom web application for export/import of bulk articles and user creation

#InfosysAtOOW Background/Objectives Infosys Solution Client Benefits Providing Sustainable Shopping Experience for Customers of World’s Leading Postal and Logistics Group 14 Commerce application - a market place for the private customers, small and medium enterprises Offers a sustainable shopping experience Different shop systems for similar product types Hindrance to the shopper experience in terms of product purchase and order management. Remove redundant function blocks and offer continuous shopping experience to the customer. Solution defined and implemented in a timeframe of 6 months with a peak Team Size of 25 people. Requirement Management, architecture and design, implementation. eBay integration. Improved user shopping experience Reduced redundancy Improved Sales Wider choice of products available for the customer at a single website Improved order management process due to consolidation of fulfillment channel

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