It’s time to switch from a System of Records to Systems of Engagement! With #SystemsOfEngagement you can accelerate your revenue growth, powered by modern apps, smart devices and analytics, thus engaging in one lifetime conversation with your customers. In this presentation from Sriram Jayaraman, Director of Technology, Aditi Technologies, you will learn how organizations can create a compelling experience to accelerate growth while building a long term relationship with your customers.

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AGENDA
Digital Revolution and Trends
Building a Modern Social Enterprise
Companies are driving business outcomes with SOE
Challenges, Mitigation, and Approach
Demo
Building blocks for SOE

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DID YOU KNOW THAT….
By 2017, CMOs will spend more on
technology than CIOs.
Source: Gartner

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SO, WHAT IS DRIVING THIS CHANGE
Then Now
New business models are being created by
blurring the digital and physical worlds Image Courtesy: TESCO Archives

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Social
DRIVEN BY DISRUPTIVE TECHNOLOGIES…
Mobile Big Data and
Analytics
….that are converging and driving innovation in marketing
Cloud Internet
of Things
Image Courtesy: Flickr

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65% of users start
searching for
information on a
smartphone
compared to 29% on
PC/ laptop
Anywhere Access Multi-channel
90% of consumers who
own multiple connected
devices switch between
them to complete tasks
over time, using an
average of three different
device combinations
each day.
59% consumers want
companies to
demonstrate that they
know her and 64%
want them to know
what product or
services she likes
Personalization
Consumers don’t trust
traditional advertising, but
92% of them trust
recommendations from
people they know and
70% trust consumer
opinions posted online.
Social Influence
CONSUMERS HAVE EMBRACED DIGITAL AND HAVE HIGH
EXPECTATIONS
Source: Google, IBM Smarter Commerce for Retail, Nielsen

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BUILDING A MODERN SOCIAL ENTERPRISE REQUIRES
OUTSIDE AS WELL AS INSIDE ENGAGEMENT
+
WorkforceCustomers
Image Courtesy: Flickr, Burberry
Digital Convergence
Social/ Digital Enterprise

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Inventory, yield, contracting
Corporate/Collaboration
Finance
Middleware, data cache
Mobile
Web and search
Content
Social and eCRM
Customer Analytics and insights
SYSTEMS OF
ENGAGEMENT
(Employee and Customer
Engagement systems)
SYSTEMS OF RECORD
(Operational systems)
• For
customers, employees, an
d partners
• Enabled by modern apps
and smart devices
• Leverages
social, mobile, analytics, cl
oud
• For employees
• Typically ERP packages or
custom applications
• Meant to maintain
transactional data
SYSTEMS OF ENGAGEMENT (SOE) CONSUMED AS MODERN APPS
AND SMART DEVICES

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MOBILE
WEB
MAIL
SERVICE
DESK
WEARABALES
NFC
M2M
CRM
CMS
COMMERCE
ENGINES
MARKETING
AUTOMATION
COMPUTE
IDENTITY
STORAGE
MODERN APPS
&
SMART DEVICES
CLOUD PLATFORMS
&
INFRASTRUCTURE
PERSONALIZATION
ENGINE
PREDICTION
ENGINE
CUSTOMER
ANALYTICS
SINGLE VIEW
OF CUSTOMER
ANALYTICS POWERED, CLOUD BASED, SYSTEMS OF ENGAGEMENT

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INNOVATE WITH AGILITY
Global innovation capabilities provides scale and velocity.
Cloud led solutions enables faster time to market.
Connected mobile devices and apps help engage users seamlessly.
User research led CX engineering ensures adoption.
Be 1 step ahead by converting user engagement into analytics.
Let analytics predict your next innovation.
INNOVATING TO ACCELERATE REVENUE GROWTH THROUGH SOE
INNOVATE WITH END USER ENGAGEMENT
INNOVATE WITH ANALYTICS

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Customer and
Employee
Engagement
Seamlessly Digital In-Channel Relevance
Single View of Customer
Segment of 1 Personalization
Scale
@
API as Fabric
Cloud as Glue
BE AGILE BE ENGAGED BE ONE STEP AHEAD
7 PIVOTS FOR EFFECTIVE ENGAGEMENT

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STRESS FREE TRAVEL EXPERIENCE THROUGH MODERN APPS
FROM TRANSACTIONS TO A LIFETIME
RELATIONSHIP WITH SYSTEMS OF
ENGAGEMENT
• Seamlessly digital experience
• Make intelligent suggestions
• Customer centered personalization
• Omni-channel presence

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• Complex intranet
implementation for a
geographically distributed
firm of individual financial
advisors.
• Integrated Dashboards to
access KPIs
• Ease of discoverability
• Image heavy presentations
increased ROI
SOCIAL INTRANET
IMPLEMENTATION FOR
FINANCIAL COMPANY
SOCIAL INTRANET DRIVES EMPLOYEE ENGAGEMENT

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PERSONALIZATION
Connect to the Customer
OMNI-CHANNEL
Connect the Channels
SINGLE VIEW OF CUSTOMER
Connect the Context
Connect the Platforms
SOCIAL MEDIA MOBILE
WEB/ E-COMMERCE KIOSKS
MARKETING
AUTOMATION
MULTICHANNEL
MARKETING
SOCIAL/ MOBILE
COMMERCE AND
ENGAGEMENT
PREDICTIVE
ANALYTICS
BIG DATA
DATA QUALITY AND
GOVERNANCE
SOCIAL MEDIA
ANALYTICS
PRODUCT/
PRICING ANALYTICS
CLOUD API
Design the Platforms
CUSTOMER
EXPERIENCE
RESEARCH
INTERACTION
DESIGN
VISUAL
DESIGN
INFORMATION
ARCHITECTURE
SYSTEMS OF ENGAGEMENT FOR 1-CONVERSATION

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CHALLENGES MITIGATION

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InsightTouch point Analysis Design Engineer
T I D E
APPROACH
Assess all aspects of the
customer and employee
experience across
operational functions.
Build superior operational
and predictive models
Envision programs for a
personalized and relevant
experience across channels.
Integrate and orchestrate
all technologies for long-
term engagement.

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CONTACT DETAILS
Sriram Jayaraman
Director of Technology
Aditi Technologies
sriramj@aditi.com
@Sriramj_77
www.sriramjayaraman.blogspot.in

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