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Personalization Imperatives ForEnterprises and their Digital Consumers

Deepak SwamyHead, Corporate Product StrategyProducts, Platforms & SolutionsInfosys

Current Role Responsible for product strategy within the company’s products, platforms & solutions group.

Past Role Incubated and led Flypp, Infosys’s interactive application marketplace product for a universe of mobile and TV devices.Partner with Infosys Consulting in London.Advised communications industry clients on business strategies in the areas of convergence and new service platforms.

Industry Experience 22 years global experience (US, Europe and India) in telecom, software and communications innovation—within IT, consulting, and VC-backed startups. Significant experience leading product management and product strategy in communications and cloud services. These have included CMO/CSO and management consulting roles at Trendium, TeleComputing, Racal and Gemini Consulting.

Publications Prolific speaker and presenter at CTIA, TeleManagement Forum, OSS Summit and other conferences. Written for and quoted in Telephony, Telecommunications Magazine, ITU Telecom, tmcnet.com, Global OSS magazine, America’s Network, Communications International, X-Change.

Education Bachelors in engineering from National Institute of Technology, RourkelaMBA from the University of Rhode Island

© 2012 Infosys LimitedAll trademarks are the property of their respective owners.

Deepak SwamyProducts, Platforms & Solutions

Infosys Limited

Extraordinary Innovator

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Clarence Saunders, 1881-1953

• Self-Service

• Shopping Basket

• Centralized Checkout

• Turnstiles

• Vending Machines

• Self Checkout

Fast Forward to…the Digital Consumer

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Online on Multiple Computing Devices

Values Personalization & Convenience

Seeks New Experiences

TrustsPeer

Reviews

Does not

Believeads

78%

86%

Enterprises are on a Journey to Engage the Digital Consumer

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Self-Service N=1 Co-CreationTransaction

focusedContinuous Engagement

From “My Product, My Venue” to “Wherever the Consumer is”

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Enterprise Centric Digital Consumer Centric

Goal Best product Best solution

Offer Venue Print, In-Store Multi-Modal

Transaction Venue Store location, web site Consumer’s Choosing

Price Determinant Market Value Consumer Value

Adoption Driver Frequency of Offers Social Index

Context

Intent

Purchase

Transaction

Transaction History

Social Sharing

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User Modeling: Tracing the Breadcrumbs From Context to Transaction

shapes

drives

enables

builds

adds creates

Context

Social Sharing

Transaction History

Transaction

Purchase

Intent

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Tomorrow’s Marketers Will Need to Traverse the Chain Backward and Integrate History with Context

shapes

drives

enables

builds

adds creates

Commerce Tomorrow: Engaging on Intent and Context

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Color

Size

Price

Brand

Profile Info

Transaction history

Demographics

Location

Life Stage / Events

Friends & Family

Personal Calendar

Interests & Passions

Wallet Size

Personal context

Personalization: Today and Tomorrow

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User ModelUser Data App-ization

Product CoProduct Co--CreationCreation

Contextual Engagement

Participatory Marketing

Converged Customer Intelligence

Bragging Rights

the ability to provide content and services that are tailored to individuals based on knowledge about their preferences and behaviors

From “Selling” Products to “Enabling the Consumer to Buy”

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Enabling the Consumer to

buy

Opportunity to BuyIntent to Buy

Social Buying Context Aware

Sales Incentives/Offers

Personalization Intelligence(Enterprise + Ecosystem Sourced)

Ente

rpris

eC

usto

mer

User Data Agents

Personalization and Self care imperatives for Enterprises

THANK YOU

The contents of this document are proprietary and confidential to Infosys Limited and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Infosys Limited.

© 2011 Infosys Limited. All rights reserved. Copyright in the whole and any part of this document belongs to Infosys Limited. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Infosys Limited.

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