Next Best Action - Wipro Presentation

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THE ONE-TO-ONE FUTURE - The Keys to Anticipating Customer Needs. The challenge in becoming customer -centric is to market to the right customer at the right time with the right offering at the right place.

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Next Best Action - Wipro Presentation

  1. 1. NEXT BEST ACTION: THE ONE-TO-ONE FUTURE The Keys to Anticipating Customer Needs1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  2. 2. Targeting a segment of one The challenge in becoming customer -centric is to market to the right customer at the right time with the right offering at the right place. An analytics-driven approach that addresses each customer uniquely, based on customer profile, demonstrated habits, preferences, needs and location at the point of contact, can amplify brand salience and even boost customer spend.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  3. 3. Next Best Action in action Company Company A mobile analyzes offers an customer customer appropriate has a data and number of Customer is persistent sees that he free talk time mollified. call drop often calls minutes to problem. his family in the another city. hometown.3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  4. 4. The heart of Next Best Action: what makes it tick Person2machine: the data exhaust from consumers using medical devices, digital TVs, smart cards, bank cards, cars, cameras, computers, mobiles, etc. Person2person: Social data is proliferating as Machine2machine: societies are networked sensors, meters, and collaborate over thermal devices, RFID voice and data tags, GPS devices, bar networks - emails, code scanners, etc. SMS, videos, images, tweets etc. Key sources of data4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  5. 5. Technologies enabling Next Best Action The Decision Management Hub that lies between the Data streams and the Next Best Action (recommendation) is the complex real-time decision management engine that uses mathematical representations of the data and combines it with business rules, event analysis, behavior analysis, sentiment analysis and knowledge to make predictions of what the customer is likely to want next (see representation below).5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  6. 6. Moving towards Next Best Action There are five key factors: Developing use cases Data capture and management Change management Science Technology6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  7. 7. Conclusion • Enterprises are taking advantage of emerging technologies to create differentiators and bottom line impact. • Next Best Action initiatives are in their infancy. This presents a challenge, as roadmaps, tools and techniques are not well defined. • The ideal way to approach technologies that are evolving rapidly is to look for an end-to-end implementation partner who has domain specific expertise as well as proven technological capability. • By helping create an intelligent implementation strategy for Next Best Action, the partner can put your business ahead of the curve, providing an immense competitive advantage.7 © 2012 WIPRO LTD | WWW.WIPRO.COM
  8. 8. For more details please visit the link below : http://www.wipro.com/documents/KR%20Sanjiv- Next-Best-Action-Web-Edition.pdf8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  9. 9. About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology” – helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 130,000 employees and clients across 54 countries. For more information, please visit www.wipro.com9 © 2012 WIPRO LTD | WWW.WIPRO.COM
  10. 10. Thank You ©Wipro Limited, 2012. All rights reserved. For more information visit www.wipro.com No part of this document may be reproduced in whole or in part without the written permission of the authors. Wipro is not liable for any business outcome based on the views presented in this document. For specific implementation clients should take advise from their client engagement manager.10 © 2012 WIPRO LTD | WWW.WIPRO.COM

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