From Personalization to Individualization – Delivering a Unique Experience

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Personalization has its place in delivering great experience, but it’s not enough for consumers today. To achieve higher brand loyalty and customer satisfaction we must build & deliver individualized experiences which drive higher engagement. Learn how to make personalized and individualized experiences a reality. Speaker: Naresh Khanduri, Capgemini

Technology

Make the connections
that make a difference…
Because extraordinary connections
deliver extraordinary results
SAP Hybris Live: Global Summit
Oct 10-11, 2018 | Fira Barcelona Gran Via | Barcelona
Moving from Personalization
to Individualization
Naresh Khanduri,
Global Lead – SAP C4 Solutions

Individualism
“the right of the individual to
freedom and self-realization
“
: Wikipedia

3Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
We already have this …. So called “Individualization”
Welcome
Annie
Hello Dave,
We have not seen you
on our channel for long
Hi Ruth
As you bought Shoes
we recommend shoe
polish
We see you watched
Lionel messi videos.
Here is your news flash
for world Soccer

4Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
What's missing with Personalization
Men Formal shoes
Women Stilettos
Sports Shoes

5Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
What do we get with Individualization
Increased
Customer
Delight
25-50%
Increased
click Rates
5X – 10X
Returning
Rate
10-50%
Increased
Conversion
Rates

7Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
How to achieve ....
Out of the
box use cases
Pre-trained
AI Models
Tools for easy
AI Models
training and
lifecycle
Raw ML / DL
engines
Algorithms
runtime &
libraries
Cloud based - API
Studios & Repositories ecosystems
Machine Learning Platforms with
Ready to integrate Engines
Machine Learning Platforms with
Algorithm authoring and tuning
capabilities
CX AI Niche
Predictions Vision KnowledgeLanguage Speech Empathy
Models training and lifecycle
management Conversational interfaces Data & Content
Out of the box applications +
configuration and connection with
required data quality/history
Out of the box AI / pre trained
applications +configuration and
connection with required data
quality/history

8Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.

9Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
Where to reach me
Topics Timings
Moving from Personalization
to Individualization
Wednesday and
Thursday 11:30
am:11:50am
“work with clients to transform the way their
customers experience, interact and engage
with them through digital channels. The work
I do combines my experience gained while
being with some of the world’s best brands
and my passion for technology. With digital, I
get to apply learning's in design from my
startup and my experience of leading large
eCommerce, marketing and transformation
solutions. I have led transformational
programs from vision to execution for some
of the worlds...
Naresh Khanduri
Global SAP Customer Experience Lead
Contact Details
Name : Naresh Khanduri
Phone no. : +919686570587
Email ID : naresh.khanduri@capgemini.com
Social media handle:
https://www.linkedin.com/in/nareshkhanduri/

This presentation contains information that may be privileged or confidential and
is the property of the Capgemini Group.
Copyright © 2018 Capgemini. All rights reserved.
A global leader in consulting, technology services and digital transformation, Capgemini is
at the forefront of innovation to address the entire breadth of clients’ opportunities in the
evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and
deep industry-specific expertise, Capgemini enables organizations to realize their business
ambitions through an array of services from strategy to operations. Capgemini is driven
by the conviction that the business value of technology comes from and through people.
It is a multicultural company of 200,000 team members in over 40 countries. The Group
reported 2017 global revenues of EUR 12.8 billion.
About Capgemini
Learn more about us at
www.capgemini.com

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The uncertainty of 2020 is setting the global tone for the immediate future in the financial services industry. So it is no surprise banks are laser-focused on business resilience, emphasizing both financial and operational risks. The need to adapt quickly to new normal conditions through virtual customer engagement is clear. Customer centricity continues to drive commercial banks’ solution designs. And, the pandemic compelled products that deliver immediate client value ‒ quick digital onboarding, seamless lending, and support for small and medium-sized enterprises (SMEs). The onus is now on banks to go to market more quickly, which requires the implementation of intelligent processes and integrating corporates’ enterprise resource planning (ERP) systems with banking workflows. To achieve go-to-market agility, banks across the globe are investing in and collaborating with FinTechs. Many of these partnerships are focused on boosting digital lending and providing seamless support to anxious small-business clients in need of assurance. With newfound impetus for FinTech collaboration, commercial banks have picked up their step on the path toward OpenX. COVID-19 made it evident that survival during turbulence is manageable through collaboration with ecosystem players. Read our Top Trends in Commercial Banking 2021 report to explore the strategies banks are adapting to transform their businesses from a product-led, siloed model to an experiential and agile plan.

Top Trends in Commercial Banking: 2021

Capgemini

When we published the Top Trends in Wealth Management 2020, little did we foresee the pandemic that would sweep through the world and disrupt life as we knew it. Yet, when we reviewed last year’s trends, we found that many still hold and some have taken on even greater relevance. One such trend is sustainable investing, which had begun to gain prominence as investors became more aware of ESG considerations, and firms rolled out more sustainable investing offerings. Another trend that has accelerated in the post-COVID world is the importance of investing in omnichannel capabilities and technologies such as artificial intelligence (AI) to enhance personalization and advisor effectiveness. The pandemic has driven wealth management firms to accelerate their digital transformation journey, with some immediate focus areas being interactive client communications and digital advisor tools. There is no denying that time is of the essence. Yes, budgets are tight, but the Open X ecosystem offers wealth management firms opportunities to reimagine their operating models and deliver excellent customer experience cost-effectively.

Top Trends in Wealth Management: 2021

Capgemini

Top trends in Payments: 2020 highlighted the payments industry’s flux driven by new trends in technology adoption, innovative solutions, and changing consumer behavior. The pandemic has tested the digital mastery of players, who are already grappling with transition. Non-cash transactions are on a robust growth path, accelerated by increased adoption during COVID-19. Regulators are working to instill trust and address non-cash payments risk amid unparalleled growth as players collaborate to quell uncertainty. Regional initiatives, such as the P27 (Nordics real-time payments system) and the EPI (European Payments Initiative), are gaining traction in response to country-level fragmentation and competition. Investment in emerging technologies is looked upon as an elixir to mitigate fraud, data-driven offerings are being considered for providing value-added propositions, and distributed ledger technology is in focus for digital currency solutions, efficiency enhancement, and cost gains. New players, such as retailers/merchants, are integrating payments into their value chains while technology giants are upscaling their financial services game by weaving offerings around payments as a center stage. Constrained by budgets, firms consider business models such as Platform-as-a-Service (PaaS) to provide cost-effective and superior customer experience.

Top Trends in Payments: 2021

Capgemini

A combination of factors, including demographic changes, evolving consumer preferences, and regulatory and compliance mandates, were already spurring change in the health insurance industry. Enter 2020 and the COVID-19 pandemic, which is having sweeping implications for the industry. At the peak of disruption, the focus was on ensuring business continuity, but new initiatives are cropping up to tackle the challenges as the industry adapts to the new normal. Furthermore, some changes are here to stay, and it will be prudent for the industry players to be resilient to the market shifts by being agile, improving member centricity, making processes intelligent, and embracing the open ecosystem. Read our Health Insurance Top Trends 2021 report to explore the strategies insurers are adopting to manage the external pressures.

Health Insurance Top Trends 2021

Capgemini

The banking industry’s resilience is being tested as banks navigate through a remarkable 2020 filled with uncertainties. The impact of COVID-19 has been about setting the tone for future operational models. Retail banks have shifted focus towards integrated risk management with a more holistic view of operational risks. Adapting to the new normal, banks have prioritized cost transformation while engaging customers virtually. Incumbents sought to be more responsible within fast-changing environmental conditions and ESG remained a critical focus. To provide more experiential services, banks are leveraging techniques such as segment-of-one to hyper-personalize offerings while aiming to humanize digital channels for increased engagement. Banks are also revamping middle and back offices, going beyond the front end leveraging intelligent processes. Open X is enabling banks to play on their strengths and use the expertise of ecosystem players. Going forward, banks are poised to become an enhanced one-stop shop by providing consumers value-adding FS and non-FS experiences. To acquire customers in cost-effective manner, retail banks are tapping value-based propositions ‒ such as POS financing and mortgage refinancing. Further, Banking-as-Service provides incumbents a way to provide their high-value offerings to other players. In preparation for the future, banks will be looking to improve their go-to-market agility by leveraging the benefits of cloud. This analysis outlines the top 10 trends in retail banking for 2021.

Top Trends in Retail Banking: 2021

Capgemini

Capgemini’s Connected Autonomous Planning

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Financial services is undergoing a paradigm shift that is forcing incumbent retail banks to rethink growth strategies as they struggle to remain relevant. Growing competition from BigTechs, FinTech firms, and challenger banks has added to the complexity created by increasingly stringent regulatory and compliance requirements. Customers now expect a seamless customer journey and personalized offerings because they have become accustomed to top-notch individualized service from GAFA giants Google, Apple, Facebook, and Amazon. The changing ecosystem offers established banks new, unexplored opportunities and encourages a transition beyond traditional products to meet the exacting requirements of today’s customers. Bank collaboration with FinTech and RegTech partners is becoming commonplace. Incumbents are exploring point-of-sale financing and unsecured consumer lending, while they also boost their digital channel competencies to reach a broader customer base. Banks are beginning to accept open APIs and are working with third-party specialists to create an open shared marketplace. Technological advancements such as AI are fueling efforts to evolve customer onboarding and touchpoint processes. Increasingly, banks are turning to design thinking methodology to understand the customer journey, extract deep insights, and develop a more refined user experience across the customer lifecycle. Our analysis of the top retail banking trends for 2020 offers a glimpse into the fast-changing banking ecosystem and explores the tools and solutions being used to face new-age challenges.

Top Trends in Retail Banking: 2020

Capgemini

Aspects of the life insurance industry have remained constant for years – and so have premiums. Traditional savings products have taken a huge hit in terms of attractiveness because low interest-rates prevail. Meanwhile, the risk landscape is shifting, and insurers need to align better with the emerging business environment, manage changing customer preferences, and improve operational efficiencies. Within today’s scenario, industry players are undertaking tactical and strategic shifts in attempts to manage unpredictable market dynamics. Insurers must develop alternative products to breathe new life into policies and leverage emerging technologies (artificial intelligence (AI), analytics, and blockchain) to improve efficiency, agility, flexibility, and customer-centricity. Read Top Trends in Life Insurance: 2020 for a look at the innovative steps future-focused insurers are considering to meet industry challenges and opportunities.

Top Trends in Life Insurance: 2020

Capgemini

The health insurance industry is evolving and undergoing significant changes. As the risk landscape shifts, insurers are working to improve operational efficiencies, meet evolving customer preferences, and align better with the changing business environment. Accordingly, payers must adapt and align business models and offerings. An incisive tactical approach is required to accommodate members’ needs and related emerging risks — medical, health, and environmental. Advanced technologies such as artificial intelligence, analytics, automation, and connected devices are enabling insurers to manage these changes proactively, partner with members, and help to prevent risks, all the while continuing to fulfill payer responsibilities. Read Top Trends in Health Insurance: 2020 to learn which strategies insurers are adopting to navigate and align with today’s challenges.

Top Trends in Health Insurance: 2020

Capgemini

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1. Make the connections that make a difference… Because extraordinary connections deliver extraordinary results SAP Hybris Live: Global Summit Oct 10-11, 2018 | Fira Barcelona Gran Via | Barcelona Moving from Personalization to Individualization Naresh Khanduri, Global Lead – SAP C4 Solutions

2. Individualism “the right of the individual to freedom and self-realization “ : Wikipedia

3. 3Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. We already have this …. So called “Individualization” Welcome Annie Hello Dave, We have not seen you on our channel for long Hi Ruth As you bought Shoes we recommend shoe polish We see you watched Lionel messi videos. Here is your news flash for world Soccer

5. 5Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. What do we get with Individualization Increased Customer Delight 25-50% Increased click Rates 5X – 10X Returning Rate 10-50% Increased Conversion Rates

6. 6Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. How to achieve .... Customer Data PROFILE Marketing Sales & ServiceCommerceCustomer Relation [ CONTEXT ] [ INTENT ] [ LOCATION ] IDENTITY CONSENT

7. 7Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. How to achieve .... Out of the box use cases Pre-trained AI Models Tools for easy AI Models training and lifecycle Raw ML / DL engines Algorithms runtime & libraries Cloud based - API Studios & Repositories ecosystems Machine Learning Platforms with Ready to integrate Engines Machine Learning Platforms with Algorithm authoring and tuning capabilities CX AI Niche Predictions Vision KnowledgeLanguage Speech Empathy Models training and lifecycle management Conversational interfaces Data & Content Out of the box applications + configuration and connection with required data quality/history Out of the box AI / pre trained applications +configuration and connection with required data quality/history

9. 9Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. Where to reach me Topics Timings Moving from Personalization to Individualization Wednesday and Thursday 11:30 am:11:50am “work with clients to transform the way their customers experience, interact and engage with them through digital channels. The work I do combines my experience gained while being with some of the world’s best brands and my passion for technology. With digital, I get to apply learning's in design from my startup and my experience of leading large eCommerce, marketing and transformation solutions. I have led transformational programs from vision to execution for some of the worlds... Naresh Khanduri Global SAP Customer Experience Lead Contact Details Name : Naresh Khanduri Phone no. : +919686570587 Email ID : naresh.khanduri@capgemini.com Social media handle: https://www.linkedin.com/in/nareshkhanduri/

10. This presentation contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2018 Capgemini. All rights reserved. A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. About Capgemini Learn more about us at www.capgemini.com

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