1. 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

2. 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

3. 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

4. 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

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

6. 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

7. 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

8. 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

9. 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

10. 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

11. Launching DCxM 3.0

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

13. Appendix

14. DCxM 3.0 – Document Classification

15. DCxM 3.0 – Document Classification

16. DCxM 3.0 – Demand Generation

17. DCxM 3.0 – Demand Generation