The document emphasizes the importance of personalized customer experience as a competitive edge in the digital landscape, highlighting the need for businesses to unify their customer experience projects and break down silos. It discusses how leveraging customer data and modernizing order management can enhance engagement and streamline operations, thereby boosting revenues. Additionally, it points out the challenges organizations face in capitalizing on big data while stressing the necessity for agility and quick responses to changing customer interactions.

1. © Intense Technologies Limited 1
Build competitive edge through
differentiated customer experience

2. © Intense Technologies Limited 2
Your customers have more
choices to interact with you

3. © Intense Technologies Limited
You risk ceding more ground to disruptive
digital players if you don’t act now!
Customer experience is
the next battlefield
- Gartner
3

4. © Intense Technologies Limited 4
Your customer
data is your asset
Use it to build competitive edge through
differentiated customer experience

5. © Intense Technologies Limited
What needs to be done ?
5
Multiple customer experience projects Enterprise wide unification
Break the departmental silos of people, process and
technology to empower stakeholders
Today’s siloed approach Future collaboration

6. © Intense Technologies Limited 6
Why personalization is the key?

7. © Intense Technologies Limited
Key imperatives of service providers
7
34% of respondents from global telecom operators deemed service
personalization as their number customer centricity initiative
– E&Y study of 43 interviews with representatives of 40 organizations
Source: Global telecommunications study: navigating the road to 2020

8. © Intense Technologies Limited
Outside-in approach for personalization
8
Your business processes need to be proactively align to
customers’ needs

9. © Intense Technologies Limited 9
Personalization of Omni-channel customer
experience

10. © Intense Technologies Limited
Customer journey in the digital world
10
Research suggests that customer hops at least three
channels before completing a single transaction

11. © Intense Technologies Limited
The physical and the digital divide
11
Consumers increasingly expect to move seamlessly
across channels, receiving consistent content
through physical and digital channels
No more inconsistent pricing on digital and physical channels
LG G Stylo (Sprint Prepaid)
Price: $199.99
Price: $170.99

12. © Intense Technologies Limited
Bridging the gap
12
Personalization is ensuring that customers get a pre-selection of what they’re
interested in, in the channels and mediums that they interact

13. © Intense Technologies Limited
How it helps in boosting revenues
13
Personalized up-sell and cross-sell
opportunities
While enhancing customer experience
Streamline operations
Reduce customer support costs

14. © Intense Technologies Limited 14
Personalization of order management for
customer experience

15. © Intense Technologies Limited
What Amazon does that you don’t ?
15
Bundle offers (multiple products)
Recommendation based on
purchase history
Seamless experience across channels

16. © Intense Technologies Limited
Modernization of order management
16
Single Portal
OMS1
EPTJ
P1
OMS2
cable
P2
OMS3
Broadband
P3
Procurment1
Billing
OTD
status1
OTD
status2
OTD
status3
Procurment2 Procurment3
Billing Billing
Mobile Broadband DTH Fixed line
Prod catalogue
Modernization of existing infrastructure to enable bundle offers
across lines of business

17. © Intense Technologies Limited
One customer, one experience
17

18. © Intense Technologies Limited 18
What big data technologies are doing to
enhance customer experience

19. © Intense Technologies Limited
Adoption of big data technologies
19
Customer experience was the top priority for respondents invested or planning
to invest in big data technology
Source: Gartner

20. © Intense Technologies Limited
Challenge of organizing for big data
Despite big investments surrounding big
data, information leaders are struggling to
turn proofs of concept into demonstrable
business value.
Source: Gartner
20

21. © Intense Technologies Limited
Focus shifts from insights to action
21

22. © Intense Technologies Limited
Agility to act quickly is important
22
The pace at which customers interact with systems of
engagement is exponentially higher than response time
taken by systems of record.
Customers move channels rapidly
and expect consistency
Legacy systems react slowly to
customer needs

23. © Intense Technologies Limited
IT silos impacting the entire value chain
23
90% of the information assets from big data analytic efforts will be
siloed and unleveragable across multiple business processes

24. © Intense Technologies Limited
Seamless federation for swift action
24
Stakeholders are aligned with right information at the right time, in the
right format refines customer experience

25. © Intense Technologies Limited
UniServe™ –
Fastest way to build business agility
25

26. © Intense Technologies Limited
Platform that builds business agility
26

27. © Intense Technologies Limited 27
Personalization made easy with UniServe
Just configure .. Do not code!

28. © Intense Technologies Limited
Our mission: Help you act on big data
28
Build competitive advantage through differentiated
customer experience