Date December 5, 2019

Time 9:00 a.m. – 4:30 p.m.

Venue Omni Chicago Hotel, 676 N Michigan Ave, Chicago, IL 60611

Register to attend

Event overview

Digital transformation is disrupting business models, redefining industries, and changing the way we interact with customers, partners, and people.

Digitally transformed organizations are 38% more likely to report strong financial performance and 1.5 times more likely to invest in diversity and inclusion programs, as per Oxford Economics and SAP Research (Digital Leaders 2020/May 2016).

As digital transformation leaders, it's imperative to consider your organization’s digital transformation journey towards exceptional customer experience. Infosys can help you define and navigate that journey.

Get candid insights, practical advice, and real-world lessons learned from customers eager to share their stories.

  • Acquire organizational experiences into insight-driven customer experience
  • Gain a comprehensive view on strategic foundational elements of customer experience value chain
  • Decipher approaches to managing critical areas like personalized and targeted automated campaigns for B2B and B2C customers
  • Participate in a Q&A session with your peers and speakers to get your toughest questions answered, and delve into how to concretely adopt SAP C/4HANA including the implications and benefits that it has for sales, service, and marketing and processes
  • Engage in networking opportunities that provide attendees with invaluable one-on-one time with the leading customer experience authorities

Agenda

Digital transformation is everywhere. Technology is developing fast at rapid pace and impacting all dimensions of life. Even your customers, both B2B and B2C, are better informed, digitally connected and have higher expectations. In today’s era, Customer experience will surpass price, product and promotion as the single most important aspect of your brand’s attractiveness to customers. 72% of businesses say that improving the customer experience is their top priority. To enable this change and to remain relevant, companies are seeking systems that provide an “integrated”, “consistent” and “streamlined” dialogue across all touch points with their customers. Companies must now deeply understand their customers’ behavior & businesses and bring them new thinking in order to earn the right to influence their journey. This rapid and contact change has become the new normal. Learn how SAP’s Customer Experience solution, SAP C/4HANA, can transform you into a CX leader.

B2B has largely been an All-Work-No-Play Experience. With the advancement in the B2C customer experience, customers who are B2B users in the office and B2C at home see a huge difference in the way they transact. Customers have now started demanding the similar level of experience in the B2B transactional solutions. Insights driven thru data plays a key role in driving Customer Experience. While customers demand better experience through personalization, for the B2B organization, this brings in avenues for better cross-sell/up-sell and opens up a whole catalog of products and services which till now was limited for each customer based on sales agreements. This also helps B2B organizations have one single system to cater to different segments of customers by building different sales workflows in a single unified solution.

SAP Commerce Cloud helps deliver these Customer Experiences for different industries. The manufacturing industry is leading adoption and transforming the way customers engage through solutions. With B2B Accelerators and native integrations with Marketing, Sales, Service and Customer Data Cloud, SAP Commerce Cloud helps in providing a unified, consistent and Insight-Driven Customer Experience.

Speaker:

Nitin Saini, Sales Head, Digital Commerce, Infosys

Today's digital consumer is demanding, driving global conversations on your company's products & services and influencing brand image & bottom line never before. Join this session to learn how Infosys’ end-to-end solution offering helps you to build deeper customer relationships by delivering personalized messaging across any channel such as social, text, mobile, email, or other applications. These messages can be aimed for both of company’s B2B partners or B2C customers. We achieve this by utilizing SAP C/4HANA marketing cloud to create your customers’ 360o profile, segment them using predictive algorithms, create dynamic & right message content, execute hyper-personalized campaigns using intelligent AI/ML technologies, and encourage insight-driven decision making, resulting in improved customer experience.

Speaker:

Saurabh Kumar, Principal Consultant, Infosys

In a sales organization, it’s important that your sales reps are set up for success. An important strategy for sales force motivation is to provide them up to date information on their incentives and commissions. Existing commission setups could have a multitude of issues starting with being siloed with regards to geography or IT applications, being people dependent, or not being online. Sales targets may not be aligned completely to corporate goals. They may have limited analytics abilities and no simulation features. Compensation under/over payment results in disputes and organizations could find it tough to retain top performers.Our cloud-based sales performance management solution by SAP makes it easy. This Commission Tracking Software covers all the bases: plan design, territory management, accessible dashboards, and more. We start by defining territories and allocating quota. Compensation calculation plans are set up and sent to sales team to signoff. Simple integration with HR and transaction master systems helps data flow to commissions system seamlessly. Dispute resolution is fast and accurate.

Speaker:

Rajesh Shedge, Consultant, Infosys

With the advancement of newer technologies, AI/ML is helping organizations in driving better Customer Experiences and increased revenue while saving costs and breaking down brand silos. From basic Chatbots to advanced Cognitive Conversational Assistants, all are powered by AI-ML capabilities behind the scene. These conversational assistants are helping drive customers navigate the complex web of multi-brand information sites, product information pages, product linkages (related products), customer service and self-service through one single concierge-like experience. With the use of Machine Learning and Natural Language processing along with the huge set of data, like operational and transactional data, already available in an organization, the cognitive conversational assistant becomes a potent tool for increased adoption, sales conversion, reputation uplift, and customer service leading to enhanced customer satisfaction.

Speaker:

Uday Kotla, Global Business Head, Digital Experience, Infosys

Customers no longer just expect excellent service -- they demand it. Service is at the core of Customer Experience and the next big differentiator. We need to enable multiple channels for customers to raise the service tickets – self-service portals, Chat-bots, QR code scanning and automatic IoT based triggers. These service requests need intelligent routing to the right service agent who has the right tools to find a resolution the first time. When issues are routed to field service agents, they need mobility, insights and collaboration right on the job. SAP Service Cloud helps you deliver these effortless and exceptional experiences to your Service organization be it your service agents, field agents or Service managers. It delivers service excellence by offering intelligent user experiences designed for fast and efficient issue resolution. It provides consistent customer experience across channels, empowering service agents with a complete customer view, tracking end-to-end customer service performance ensuring an optimal customer service experience.

Speaker:

Dhawal Arora, Lead Consultant, Infosys

Registration is FREE for selected customers and seats are limited!