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June 9, 2016 Javits Center, NYC 1
Be Digital ThroughPerson Experience Management™
Speaker: Ajit Sagar
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June 9, 2016 Javits Center, NYC 2
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
June 9, 2016 Javits Center, NYC 3
Χ Cloud infrastructureΧ Big data technologiesΧ APIs and design patternsΧ 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
June 9, 2016 Javits Center, NYC 4
The Yin and Yang ofPersonalized 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?
June 9, 2016 Javits Center, NYC 5
ConsumerTargeting the digital
Perso
naliz
ed
inter
actio
n
Continuous
Engagement
Delightful
experienceLif
estyl
e
Impro
vemen
t
The Buyer
The Seller Consumers
PERSON
PEOPLE
ANIMATED
June 9, 2016 Javits Center, NYC 6
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
THE DIGITAL
ENTERPRISE
Be Digital
It’s a PERSON
!
THE DIGITAL
ENTERPRISE
Consumer
Customer
Employee
BuyerClient
User
ANIMATED
June 9, 2016 Javits Center, NYC 7
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
June 9, 2016 Javits Center, NYC 8
Technology Evolution of PEM™
Workflow BPM CEM/CXM PEM™
I’m PEOPLE
CRM
June 9, 2016 Javits Center, NYC 9
Five recent enablers
Integrated ApplicationsDeliver a seamless
experience across all channels and functions
Actionable IntelligenceValuable data to drive new levels of
targeting, personalization, and measurement
Internet Of Thingsconnected consumers
anywhere, anytime to the things they
need and want
Enabling InfrastructureCloud-based virtual, open, scalable and
secure to create a timely, consistent experience
MicroServicessoftware applications as suites of
independently deployable services
The PERSON
June 9, 2016 Javits Center, NYC 10
A few folks who are doing this right
June 9, 2016 Javits Center, NYC 11
Alex
a, G
ive m
e the
news
Alexa, what’s the weather?Alexa, Are you
alive?
Alexa, turn
down the lights
Alexa, play
Sultans of
Swing
Audio … Someone still loves you IoT Micro APIs Cloud Connected Home Personalization AI Sharing, Caring
Alexa, add Milk to my list
June 9, 2016 Javits Center, NYC 12
Reminders
MessagingShopping and Payment
HealthCalendar
It ain’t just a watch Wearable Micro APIs Cloud Health Personalization Wearable Finance
ANIMATED
June 9, 2016 Javits Center, NYC 13
BvS and Civil War
MADE FOR FANS MADE FOR EVERYONE
Rotten Tomatoes 27% Rotten Tomatoes 90%
June 9, 2016 Javits Center, NYC 14
Enabling PEM™
The Digital Enterprise
June 9, 2016 Javits Center, NYC 15
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
LeveragingCLOUD, SOCIAL, BIG DATA, IoT,
WEARABLES, INSIGHTS, MOBILITY, this that, and the other
ANIMATED
June 9, 2016 Javits Center, NYC 16
[email protected]@gmail.com
Be Digital ThroughPerson Experience Management
Speaker: Ajit Sagar
