P K Mallik

Tech OpportunitiesEmerging Opportunities

FromNew Technologies

P K Mallik

Topics• Customer Single View• Enhanced Mobile• Next Gen Identity Management• Web Usage Analysis• Digital Marketing• Responsive Design Framework

P K Mallik

CRM – Customer Single ViewDigital-IO

Customer Experience Hub

Legacy systems

Data Extraction Platform

Customer Apps

Customer Web-Site

Field Force Apps

Partner Portals/Apps

Digital Campaign

Management

CRMReal-Time Analytics

Single Customer

View (360 degree)

Gamification/LoyaltyEngine Internet

Sources

Master Data Management

Case Management

Enterprise Services

Sync EngineAuto Code Updater

Notification EngineApp-Store MDM/MAM

P K Mallik

Enhanced mobile• Migration of users to mobile from portals• Significant variations in usage of mobiles from Human to

Machine to Machine to Machine• Obsolescence of traditional payment methods• Collaboration is key• Mobile apps will increasingly use features such as• Location • Biometric Security• NFC• Motion detection and accelerometer• IoT

P K Mallik

Next Gen Identity Management• Move from Authenticate SecureTransact to

TransactAuthenticate• Move towards multi-point security based on rules• Adoption of standards such as FIDO• Passwords, Pins and Cards will become obsolete• Encryption will move towards open standards

P K Mallik

Web Usage Analytics

UI

JavaScriptAction capture

Stream Logger Real Time Analysis

Screen Behaviour Modifier

Analytics

Rules Engine

Action Log

User Submits Form

P K Mallik

Digital Marketing• Key Objectives• Identify Target Customer – Targeted Marketing• Improve Campaign Effectiveness

• Business Needs• Improve hit rate• Understand customers’ mind-set• Determine impact of campaigns and promotions

P K Mallik

Targeted Marketing

Data Streams Voluminous Data Generated

Apply Data Analysis to

characterize Attributes Build

Training Set

Apply to Test

Determine Results

Identify Data Sources Collect Data Determine Attributes Analyse

Predictive Analysis

P K Mallik

Targeted Marketing• Outcome• Product Recommendation• Cross Sell and Upsell• Create Campaigns

• Process• Take existing loan data• Use customer attributes to build training set• Identify products associated with a set of attributes

• Benefits• Higher hit Rate

P K Mallik

Campaigns•

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Sentiment Analysis

P K Mallik

Campaign

• Get data points• Private (e.g. loyalty program)• Public (government and social media)

• Perform k-Means clustering• On defined attributes• 2 to n dimensions

• Interpret clusters• Buying behaviour

• Perform analysis• Offers• Campaigns

Interpret clusters

Perform K-means

clustering

Get data points

Analyse

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AnalyticsNone Basic Advanced

Segmentation

P K Mallik

Campaigns• Outcome• Define Campaign Objectives• Identify Target Segments• Monitor Impact of Campaign• Apply Course Correction

• Process• Trawl Social Media• Determine market sentiment• Identify campaign objectives

• Benefits• Improve Campaign Effectiveness

P K Mallik

Responsive Design

P K Mallik

Responsive Design – Example

P K Mallik

Thank You