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ANIMATED
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About Ajit
• Associate Vice President, Digital, Infosys Limited
• New York, New Yorker
• Aspiring Photographer
• Founding Editor of XML Journal
• J2EE Editor of Java Developer’s Journal/SOA Journal
• 125+ articles20+ conferences, US and international
• 20+ years in IT and Marketing
I have a collection of 20,000+ comic books
ANIMATED

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Χ Cloud infrastructure
Χ Big data technologies
Χ APIs and design patterns
Χ Java, XML, .NET, HTML5, …
Χ The answer to life, the universe,
and everything
(cause we all know it is 42)
About this session
 Digital trends
 The digital
 Digital transformation
 A watch and a valet
 Six Blind Men and the Elephant
Positive I won’t coverI will cover
I hope to make this session informational, interactive, and entertaining
CustomerPERSON
ANIMATED

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The Yin and Yang of
Personalized Commerce
 Sell the Brand
 Sell the product
 Target the audience
 Count the Winnings
 Promote loyalty
 WIIFM*
 Do they know me?
 I am too confused
 Can someone manage my life?
 Can I be always connected?
The Seller
The buyer
* What’s In It For Me?

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ConsumerTargeting the digital
The Buyer
The Seller
Consumers
PERSO
N
PEOPLE
ANIMATED

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The Blind Men and the
Elephant
John Godfrey Saxe
It was six men of Indostan
To learning much inclined,
Who went to see the Elephant
(Though all of them were blind),
That each by observation
Might satisfy his mind
Be
Digital
It’s a
PERSON!
Consumer
Customer
Employee
Buyer
Client
User
ANIMATED

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Defining PEM™
“Person experience management (PEM) is the collection of processes a company uses to track,
oversee and organize every interaction between a PERSON and the organization throughout
the PERSON’S lifecycle. The goal of PEM is to continuously yet non-intrusively engage with
the PERSON to provide a delightful experience across his or her interactions with all facets of
the cross-vertical connected enterprise”
- tijaragas

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Technology Evolution of PEM™
Workflow BPM CEM/CXM PEM™
I’m
PEOPLE
CRM

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Five recent enablers
Integrated Applications
Deliver a seamless experience
across all channels and
functions
Actionable Intelligence
Valuable data to drive new levels of
targeting, personalization, and
measurement
Internet Of Things
connected consumers anywhere,
anytime to the things they
need and want
Enabling Infrastructure
Cloud-based virtual, open, scalable and secure to
create a timely, consistent experience
MicroServices
software applications as suites of
independently deployable services

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A few folks who are doing this right

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Audio … Someone still loves you
 IoT
 Micro APIs
 Cloud
 Connected Home
 Personalization
 AI
 Sharing, Caring

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Shopping and Payment
It ain’t just a watch Wearable
 Micro APIs
 Cloud
 Health
 Personalization
 Wearable
 Finance
ANIMATED

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BvS and Civil War
MADE FOR FANS MADE FOR EVERYONE

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Personalized
Campaigns
Multichannel
Reach
Social
Collaboration
Ubiquitous
Virtual
Applications
Superb
Experience
Continuous
Engagement
Actionable
PERSON
Insights
Enabling PEM™
The Digital
Enterprise

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What makes successful Person
Experience Management?
Understanding the
persona,
behaviour, and not
just the
consumption of
your services
Maintaining a continuous
interaction with the PERSON
through all digital touchpoints,
all the time, everywhere
NOT building it hoping
they will come, but rather
being there so that they
know you are a part of
their life
Leveraging
CLOUD, SOCIAL, BIG DATA, IoT,
WEARABLES, INSIGHTS,
MOBILITY, this that, and the other
ANIMATED

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Thanks!!
Ajit_Sagar@infosys.com
AjitSagar@gmail.com