Webinar: Omni-Channel Personalization: Opportunities and Challenges

Event Details | Event Overview | Speaker Profiles

Event Details

Date: December 20, 2011
Time: 13:00 EST
Speakers: Sridhar Sharma, Product Evangelist/ Principal Architect, Digital Commerce Practice, Infosys,
Mohan Kumar Krishnan, Principal Technology Architect, Retail Products Platforms and solutions group, Infosys,
Carey Chou, Industry Principal - CRM and Marketing Analytics, Infosys


Event Overview

Most brands today interact with their consumers across different channels and touch-points - Social, Web, Kiosks, Call Centers, Stores, Mobile etc. It is not enough for brands to operate subsets of these channels as independent businesses as consumers expect to be treated to an orchestrated experience across these different touch-points.

The first wave of Omni-channel commerce was about establishing basic cross-channel transaction capabilities and foundations around a common product master or a 360 degree view of the customer. The next wave will be around "getting personal" - Offers, Products, Experience, and Campaigns built around a common "personalization and offer management" engine; the intelligence of the engine directly affecting increased conversions. The webinar will, through case studies, talk about the above opportunities and challenges; and also the associated technologies that support in building these required capabilities.

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Speaker Profiles

Sridhar leads the Digital Commerce practice and is the Product Evangelist for solutions in the Digital Commerce, Marketing and Social Integration space. He has consulted for some of the largest global retailers and has delivered strategic programs involving multi-channel commerce, pricing and merchandize optimization, customer data hubs, personalization and loyalty systems as well as structured/ unstructured data analytic platforms. He holds an MBA from Cornell University and is also a TOGAF certified Enterprise Architect.

Mohan has over 14 years of experience in conceiving, designing and developing applications on the Internet, mainly in the digital commerce domain. Currently, he leads a team of innovators in the Retail Products Platforms and solutions group at Infosys. Having spent a good part of his career working with leading multi-channel retailers around the world, he has a deep understanding of the trends, possibilities and pitfalls in the domain.

Carey Chou specializes in CRM customer insights and marketing analytics. He has applied his expertise and passion in deriving actionable insights from data that help clients make fact-based decision and support business operations to realize business values. He has extensive experiences in all aspects of data mining, artificial intelligence and machine learning techniques. Carey is leading the effort to create real-time marketing analytics solutions, which aims at optimizing customer interaction experiences and improving effectiveness of marketing campaigns across all customer touch-points. He is also actively involved in the development of Big Data analytical methods and technologies, which are key enablers to derive tangible business insights by rapidly synthesizing massive unstructured data and rich media contents with existing CRM data.


Related Readings

Learn more about Infosys' Retail practice

Learn more about Infosys' CPG practice

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