Personalization has its place in delivering great experience, but it’s not enough for consumers today. To achieve higher brand loyalty and customer satisfaction we must build & deliver individualized experiences which drive higher engagement. Learn how to make personalized and individualized experiences a reality. Speaker: Naresh Khanduri, Capgemini

1. Make the connections
that make a difference…
Because extraordinary connections
deliver extraordinary results
SAP Hybris Live: Global Summit
Oct 10-11, 2018 | Fira Barcelona Gran Via | Barcelona
Moving from Personalization
to Individualization
Naresh Khanduri,
Global Lead – SAP C4 Solutions

2. Individualism
“the right of the individual to
freedom and self-realization
“
: Wikipedia

3. 3Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
We already have this …. So called “Individualization”
Welcome
Annie
Hello Dave,
We have not seen you
on our channel for long
Hi Ruth
As you bought Shoes
we recommend shoe
polish
We see you watched
Lionel messi videos.
Here is your news flash
for world Soccer

4. 4Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
What's missing with Personalization
Men Formal shoes
Women Stilettos
Sports Shoes

5. 5Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
What do we get with Individualization
Increased
Customer
Delight
25-50%
Increased
click Rates
5X – 10X
Returning
Rate
10-50%
Increased
Conversion
Rates

6. 6Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
How to achieve ....
Customer Data
PROFILE
Marketing Sales & ServiceCommerceCustomer Relation
[ CONTEXT ] [ INTENT ] [ LOCATION ]
IDENTITY CONSENT

7. 7Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
How to achieve ....
Out of the
box use cases
Pre-trained
AI Models
Tools for easy
AI Models
training and
lifecycle
Raw ML / DL
engines
Algorithms
runtime &
libraries
Cloud based - API
Studios & Repositories ecosystems
Machine Learning Platforms with
Ready to integrate Engines
Machine Learning Platforms with
Algorithm authoring and tuning
capabilities
CX AI Niche
Predictions Vision KnowledgeLanguage Speech Empathy
Models training and lifecycle
management Conversational interfaces Data & Content
Out of the box applications +
configuration and connection with
required data quality/history
Out of the box AI / pre trained
applications +configuration and
connection with required data
quality/history

8. 8Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.

9. 9Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
Where to reach me
Topics Timings
Moving from Personalization
to Individualization
Wednesday and
Thursday 11:30
am:11:50am
“work with clients to transform the way their
customers experience, interact and engage
with them through digital channels. The work
I do combines my experience gained while
being with some of the world’s best brands
and my passion for technology. With digital, I
get to apply learning's in design from my
startup and my experience of leading large
eCommerce, marketing and transformation
solutions. I have led transformational
programs from vision to execution for some
of the worlds...
Naresh Khanduri
Global SAP Customer Experience Lead
Contact Details
Name : Naresh Khanduri
Phone no. : +919686570587
Email ID : naresh.khanduri@capgemini.com
Social media handle:
https://www.linkedin.com/in/nareshkhanduri/

10. This presentation contains information that may be privileged or confidential and
is the property of the Capgemini Group.
Copyright © 2018 Capgemini. All rights reserved.
A global leader in consulting, technology services and digital transformation, Capgemini is
at the forefront of innovation to address the entire breadth of clients’ opportunities in the
evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and
deep industry-specific expertise, Capgemini enables organizations to realize their business
ambitions through an array of services from strategy to operations. Capgemini is driven
by the conviction that the business value of technology comes from and through people.
It is a multicultural company of 200,000 team members in over 40 countries. The Group
reported 2017 global revenues of EUR 12.8 billion.
About Capgemini
Learn more about us at
www.capgemini.com