Digital Advertising and Accelerated Customer Service Strategies

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Digital Advertising and Accelerated Customer Service Strategies"

Transcription

1 perspective Digital Advertising and Accelerated Customer Service Strategies Karthik Ramachandran, Madhula Sathyamoorthy Abstract Digital advertising is an essential component of organizations marketing budgets. Within a short span of time the industry has seen various path breaking consumer-reach strategies and products like - integrated multi-channel advertising, innovative ad service offering and performance analytics. With the global digital ad spend crossing the $100B 1 mark, various stakeholders involved in the industry are investing in developing new products to support advertisers. This evolution of the digital advertising industry with diversified channels and personalized ad strategies has created multiple challenges to different groups in the digital ad network. Infosys believes that enterprises of tomorrow must understand the importance of adapting to the evolving environment faster with accelerated customer service strategies to realize the full potential of this thriving industry. Source: 1 Online Ad Spending Tops $100 Billion in 2012,

2

3 Diversity through multiple channels Distinctions between online and offline worlds are blurring with consumers looking to access information, service/ product reviews, shop, bank, etc., on the go. The complexity of managing an online campaign is also increasing proportionately with ever-improving access to internet. By 2016, search and display ad spend are expected to increase by 60% while mobile, social and video ad spend are expected to increase by a whopping 200% 2. The surge in smartphone and tablet penetration has increased the target segment for mobile advertising. The mobile ad industry has achieved triple digit year-over-year growth for second time in a row 3. This record-breaking number represents a paradigm shift in marketers approach in utilizing the multichannel approach to reach the modern digital consumer. As multiple devices are getting introduced across various channels, it will become vital to focus on customizing ad campaigns in each of these channels. The fact that retail industry is the highest mobile ad spending industry, serves as a testimony to the understanding of mobile becoming the favorite channel for marketers who want to spend more time and have high reachability with customers. Mobile marketers are getting smarter in using mobile ads as an entrance to their overall sales funnel. Few mobile specific innovative ad campaigns have been rolled out for smart phones & tablets and many more are expected to follow in the future. Also the mobile ad industry is moving from CPC (Cost per Click) to CPA (Cost per Action) pricing model which will help them analyze what happens with the users after they click a mobile ad, thereby improving quality of interactions with potential customers, rather than focus on less quality, high quantity interactions. Research says that by the end of 2013, around 35% of paid clicks could come from a tablet or smartphone 4. Mobile Ads will continue to be cheaper than Display Ads and hence would be a preferred channel for SMB segment 5. Though the preferred channel is different for different segments, none of them can take the risk of ignoring any of these channels as an appropriate combination to bring the expected result. Thus for online advertisers and online ad network owners, educating their customers about the importance of effective cross channel ad management with advanced products will be of utmost importance in improving ad revenue. Source: 2 Mobile Gains Greater Share of Search, Display Spending ; 3 Forester Research Interactive Marketing Forecasts, 2011 to 2016 (US) as cited in Advertising Age, Aug 24, Online Marketing: Top Trends for 2013, 5 International Communications Market Report 2012 (ICMR-2012)

4 Personalization and Granular Marketing Advertisers aim to reach all the consumers with the right message, at the right time, and with the right context. Targeting at a granular level with a cross channel element will let advertisers reach every prospective customer. Examples : Google Shopping has evolved into a paid model where marketers can advertise at a much granular level on different attributes of the product such as color and condition Facebook has moved beyond basic demographic and interest-level targeting with custom audiences. Now advertisers can target a specific set of users with whom they have already established a relationship in Facebook to serve their sponsored stories and ads Google wallet which is expected to be soon used in many Near Field Communication (NFC) enabled retail outlets will have local ads as per locations similar to Groupon To achieve this, advertisers are getting more granular user data like - type of device, location, gender, specific interests etc., through campaign reporting. Analyzing the detailed ad campaign reports for each product and channel has become a highly challenging task. The inability to analyze or use such data means the lower likelihood of showing favorable ROI to the advertisers. Numerous investments through mergers and acquisitions are happening in this industry by the ad network giants. They hope to support their advertisers in a better way than their competitors by increasing advertisers ROI, and in turn, their own ad revenues. Facebook s acquisition of Microsoft s Atlas advertising platform is an example of how Facebook has added strategic capability and advantage over its competitors, in helping its advertisers understand the effectiveness of their digital ad campaigns. But with more traffic getting shifted to mobile channels, we are still not sure if Atlas will be robust enough to support the same. All these capability additions intended to support advertisers have only increased the complexity of managing a multichannel ad campaign. Thus it would be of paramount importance for ad network owners to accelerate their customer service strategies to help advertisers achieve full potential of all their product and technology innovations. There are various implications of this changing landscape for ad support operations.

5 For Ad Network Owners: Account coverage tasks require excellent category and industry knowledge which becomes a challenge due to high diversity in the business Evolving fraud patterns with the advent of new technologies Risk and relevance is highly subjective to the type of service being offered which often creates a conflict with the ad network policies due to which the policies need constant revision Constant monitoring of campaigns become a challenge due to high volumes For Online Advertisers: All these evolutionary complexities have led to the requirement of creating a world class ad center helpdesk with careful understanding of local and operational nuances. Thus, as a part of long term initiative to maintain strong customer relationship and revenue, both ad network owners and online advertisers should upgrade their customer service strategies with specific focus on customer support. This will require investments in the areas of account management, sales and product based coaching. Such a helpdesk should be built with strong domain knowledge and expertise in the online advertising industry and it should solely focus on achieving continuous improvement, excellence and value to its clients and customers. 1 2 Benchmarking Business Value Creation through benchmarking from similar engagements Value Map creation and focus on specific KPI s Technology Led Differentiation Unified / Centrailzed Work Force Management solution for ad support operations at different locations Proprietary tools: Service Now (ticketing tool) and Re TEM (chat tool) Requirement of robust ad campaign Thought Leadership management techniques to obtain consistent performance 3 White paper & blogs on improving engagement and team level effieiency & productivity Internal portal to share knowledge among agents working on different online ad support and analytics products Market volatility and introduction of new products makes competitive Domain Training analysis of keywords difficult. Real time market knowledge becomes highly 4 Customizing client s training requirement and content to resources at different levels Domain support through certified professionals essential With ads getting more personalized, segmentation and analysis of ad performance gets more complex Multiple reports from multiple tools for different segments leads to humongous manual consolidation exercise for each product Customer Value Creation Focus on improving campaign management skills for inbound agents Features of world class Digital Ads helpdesk Increased ROI for ad support Continuous training focused on specific areas or products with more issues and queries Proactive up sell / cross sell capabilities improvement for outbound agents

6 The way forward Online advertising industry is at the peak of evolution with the introduction of diverse channels and personalized products. With rapid growth of multiple channels, effective cross channel ad management with advanced products has become the order of the day in achieving high ad revenue. Also, granular marketing has driven the industry to numerous innovative products to help ad network owners and advertisers reach every single prospective client which has in turn made advertisers job complex with multiple products to manage. Hence, developing a robust support mechanism to help advertisers adapt to the evolutionary changes has become the need of the hour. Also, enterprises in digital advertising should understand the importance of customer support and should work towards adding real value to their clients by supporting them with the right product information at the right time. Thus we suggest that enterprises should transform their customer service strategies and should accelerate helpdesk capability creation to successfully progress with the evolving industry. About the Authors Karthik Ramachandran Senior Consultant, ECS Media Practice, Infosys BPO Karthik has a combined experience of 13 years in Online Media and Publishing industry. His experience with this organization includes handling offshore operations for search and display campaign management, advertising content review and online fraud prevention management. Currently, as a Senior Consultant in the Solution Design team, Karthik is responsible for developing custom solutions for clients in the digital media and internet services space. Karthik is a graduate engineer in Electrical and Electronics from University of Madras. Madhula Sathyamoorthy Senior Associate Consultant, Customer Service Practice, Infosys BPO Madhula has a combined experience of 3 years in Information Technology and Customer Service Industry. She has developed and managed various Layer 2 and 3 networking protocols for a leading telecommunications software company. Madhula is responsible for designing outsourcing solutions and executing short term projects for clients across Customer Service domain. Madhula is a graduate engineer, with BTech - Computer Science from NIT Trichy and an MBA in Operations and Marketing from Indian Institute of Management, Raipur.

7

8 About Infosys Infosys is a global leader in business consulting, technology and outsourcing solutions. We enable clients in more than 30 countries to outperform the competition and stay ahead of the innovation curve. With $7.4B in revenues and 155,000+ employees, Infosys transforms enterprises to thrive in a changing world through strategic consulting, operational leadership and co-creation. Visit to see how Infosys (NYSE: INFY) is Building Tomorrow's Enterprise today. Infosys BPO, the business process outsourcing subsidiary of Infosys, provides integrated end-to-end outsourcing and delivers transformational benefits to clients through cost reduction initiatives, ongoing productivity improvements and process reengineering. For more information, contact Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

SEM for successful campaign management

SEM for successful campaign management White paper SEM for successful campaign management Abstract In an era where digital marketing has taken precedence over conventional marketing methods, it becomes imperative for businesses to focus on

More information

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience STUDY Rethinking Retail Insights from consumers and retailers into an omni-channel shopping experience The growth and maturity of digital channels have steadily increased the expectations of the consumers,

More information

Introduction. External Document 2015 Infosys Limited

Introduction. External Document 2015 Infosys Limited Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction

More information

Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model

Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model Case Study Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model Abstract Infosys partnered with a leading global insurance provider to set up a global Testing Center

More information

Driving Effective Channel Incentive Programs

Driving Effective Channel Incentive Programs perspective Driving Effective Channel Incentive Programs - Mothi Raj Abstract Sales channel management is a critical part of businesses across industries. Those with robust sales channel management programs

More information

WHITEPAPER. An ECM Journey. Abstract

WHITEPAPER. An ECM Journey. Abstract WHITEPAPER An ECM Journey Abstract Over the last few years, Enterprise Content Management (ECM) has evolved multifold. This paper describes the past, current and future state of ECM, and talks about the

More information

Master Data Management as a Solution Using SAP MDM and Complementing Technologies

Master Data Management as a Solution Using SAP MDM and Complementing Technologies White paper Master Data Management as a Solution Using SAP MDM and Complementing Technologies Abstract SAP MDM provides typical features of Data Consolidation, Management and Data Harmonization to be able

More information

INFOSYS MOBILITY QA PRACTICE

INFOSYS MOBILITY QA PRACTICE INFOSYS MOBILITY QA PRACTICE Mobile testing requires special focus, tools and methods, and service offerings to deliver quality mobility apps to both employees and end consumers. Today s technology industry

More information

Flexible and Agile Service Delivery Platform Elevates Customer Experience

Flexible and Agile Service Delivery Platform Elevates Customer Experience Case Study Flexible and Agile Service Delivery Platform Elevates Customer Experience Abstract Infosys partnered with McCamish Systems, now a subsidiary of Infosys BPO, to develop and implement a scalable,

More information

White paper. Risk and Compliance Management in Software Procurement. Abstract. - Siva R

White paper. Risk and Compliance Management in Software Procurement. Abstract. - Siva R White paper Risk and Compliance Management in Software Procurement - Siva R Abstract Avoiding risks and eliminating compliance issues in sofware procurement and management have been the most difficult

More information

perspective The Workers Compensation Insurance Industry Prospective Abstract

perspective The Workers Compensation Insurance Industry Prospective Abstract perspective The Workers Compensation Insurance Industry Prospective Abstract Worker s Compensation industry by its inherent complexity and coupled with the recession is on the cusp. Combined ratio is low,

More information

View Point. Image Area. Insurance Modernization New Demands, New Approaches. - Jeffrey Kupper, Lalit Kashyap, Siva Nandiwada, Srikanth Srinivasan

View Point. Image Area. Insurance Modernization New Demands, New Approaches. - Jeffrey Kupper, Lalit Kashyap, Siva Nandiwada, Srikanth Srinivasan Image Area View Point Insurance Modernization New Demands, New Approaches - Jeffrey Kupper, Lalit Kashyap, Siva Nandiwada, Srikanth Srinivasan www.infosys.com Most insurance companies in the US are facing

More information

WHITE PAPER. Precision marketing for financial institutions Hit the bulls-eye with predictive analytics. Abstract

WHITE PAPER. Precision marketing for financial institutions Hit the bulls-eye with predictive analytics. Abstract WHITE PAPER Precision marketing for financial institutions Hit the bulls-eye with predictive analytics Abstract With retail banks realizing the value of adopting a targeted (or precision) marketing approach,

More information

Optimizing Inventories in Service Part and MRO Supply Chains

Optimizing Inventories in Service Part and MRO Supply Chains White paper Optimizing Inventories in Service Part and MRO Supply Chains Four elements to unlock the value of working capital Lalit Khandelwal, Bharath Vasudevan Abstract Although optimizing inventories

More information

Realizing the Business Value of Master Data Management (MDM)

Realizing the Business Value of Master Data Management (MDM) perspective Realizing the Business Value of Master Data Management (MDM) - Shashank Gadgil, Vineet Kulkarni Abstract Research shows that 40% of the anticipated value of all business initiatives is never

More information

perspective Effective Capacity Management with Modeling and Simulation assisted Performance Testing Abstract

perspective Effective Capacity Management with Modeling and Simulation assisted Performance Testing Abstract perspective Effective Capacity Management with Modeling and Simulation assisted Testing Abstract In this competitive marketplace, businesses seeking to maximize profitable outcomes need to ensure their

More information

White paper. The long and short of managing tail spend. Deepa M.K. Abstract

White paper. The long and short of managing tail spend. Deepa M.K. Abstract White paper The long and short of managing tail spend Deepa M.K. Abstract This paper explores and articulates the (usually) least focused but significantly important area of any organization s spend management

More information

BPM for Structural Integrity Management in Oil and Gas Industry

BPM for Structural Integrity Management in Oil and Gas Industry Whitepaper BPM for Structural Integrity Management in Oil and Gas Industry - Saurangshu Chakrabarty Abstract Structural Integrity Management (SIM) is an ongoing lifecycle process for ensuring the continued

More information

Digital Marketing. SiMplifieD.

Digital Marketing. SiMplifieD. Digital Marketing. Simplified. DIGITAL MARKETING PAIN POINTS Research indicates that there are numerous barriers to effective management of digital marketing campaigns, including: Agencies and vendors

More information

White paper. Trends Shaping Engineering Specification Management of Tomorrow. Abstract. Mahesh Sawant, Vivek Katyal

White paper. Trends Shaping Engineering Specification Management of Tomorrow. Abstract. Mahesh Sawant, Vivek Katyal White paper Trends Shaping Engineering Specification Management of Tomorrow Mahesh Sawant, Vivek Katyal Abstract Manufacturers are rolling out new and improved products at an ever increasing pace to maintain

More information

Procurement Outsourcing in the Pharmaceutical Industry Driving cost effectiveness and improving operational efficiency

Procurement Outsourcing in the Pharmaceutical Industry Driving cost effectiveness and improving operational efficiency perspective Procurement Outsourcing in the Pharmaceutical Industry Driving cost effectiveness and improving operational efficiency - Michael Kleha Abstract The Pharmaceutical manufacturing industry was

More information

Infosys Oil and Gas Practice

Infosys Oil and Gas Practice Infosys Oil and Gas Practice Legacy systems and technologies hamper production at unconventional oil and gas basins and inhibit productivity at conventional energy reserves. The steep cost of exploration,

More information

Omnichannel approach The secret ingredient of the marketing mix How omnichannel marketing can enhance customer experience and induce loyalty

Omnichannel approach The secret ingredient of the marketing mix How omnichannel marketing can enhance customer experience and induce loyalty perspective Omnichannel approach The secret ingredient of the marketing mix How omnichannel marketing can enhance customer experience and induce loyalty Abstract With growing competition in the marketplace,

More information

White paper. Focus on value added services by network companies a paradigm shift. Rahul Kaushal, Ramakant Mittal

White paper. Focus on value added services by network companies a paradigm shift. Rahul Kaushal, Ramakant Mittal White paper Focus on value added services by network companies a paradigm shift Rahul Kaushal, Ramakant Mittal Introduction Network association is the most critical player in the payment card industry.

More information

Revitalising the Retail Promotions Machinery: THE 4M WAY

Revitalising the Retail Promotions Machinery: THE 4M WAY White paper Revitalising the Retail Promotions Machinery: THE 4M WAY - Dhananjaya Sahoo, Gaurav Mathur Abstract Our business in life is not to get ahead of others, but to get ahead of ourselves - to break

More information

Best Practices of Mobile Marketing

Best Practices of Mobile Marketing Best Practices of Mobile Marketing With the advent of iphone, Android phones, and tablets, adoption of the mobile is contagious, and will continue in the coming years as well. The market penetration of

More information

VIEW POINT. Getting cloud management and sustenance right! It is not about cloud, it s about tomorrow s enterprise

VIEW POINT. Getting cloud management and sustenance right! It is not about cloud, it s about tomorrow s enterprise VIEW POINT Getting cloud management and sustenance right! It is not about cloud, it s about tomorrow s enterprise Soma Sekhar Pamidi, Vinay Srivastava, Mayur Chakravarty The dynamic technologies of cloud

More information

WHITEPAPER. Automation in environment management: A wellspring of efficiency. Abstract

WHITEPAPER. Automation in environment management: A wellspring of efficiency. Abstract WHITEPAPER Automation in environment management: A wellspring of efficiency Abstract Agility is the key for the IT function in an organization to be able to respond quickly to changing business conditions.

More information

White paper. CRM with Big Data

White paper. CRM with Big Data White paper CRM with Big Data Big data is one of the latest buzzwords in the technology lexicon. The potential, reach and impact of big data technologies is the subject of much debate, and the hero in

More information

Image Area. View Point. Transforming your Metrics Program with the right set of Silver Bullets. www.infosys.com

Image Area. View Point. Transforming your Metrics Program with the right set of Silver Bullets. www.infosys.com Image Area View Point Transforming your Metrics Program with the right set of Silver Bullets www.infosys.com Introduction Today s organizations are competing in a fast-paced marketplace driven by new technologies,

More information

WHITE PAPER. An Integrated Property & Guest Management System A hotel management software for the future delivered over the cloud

WHITE PAPER. An Integrated Property & Guest Management System A hotel management software for the future delivered over the cloud WHITE PAPER An Integrated & Guest A hotel management software for the future delivered over the cloud Traditionally, the hotel IT ecosystem has been a multifaceted but integrated set of IT systems that

More information

TALENT MANAGEMENT A KEY BUSINESS DRIVER

TALENT MANAGEMENT A KEY BUSINESS DRIVER TALENT MANAGEMENT A KEY BUSINESS DRIVER Today, every CEO s key business priorities include retention of existing talent as well as attracting the best talent from outside the organization. Various market

More information

White Paper. Social Media for Wealth Managers. - Swaran Kumar Patnaik. Abstract. www.infosys.com

White Paper. Social Media for Wealth Managers. - Swaran Kumar Patnaik. Abstract. www.infosys.com White Paper Social Media for Wealth Managers - Swaran Kumar Patnaik Abstract Today, social media is becoming a popular way of interacting with customers while at the same time improving the firm s brand

More information

End-to-End ICD-10. A unique risk-based approach with best practices, business acumen, and cutting-edge tools

End-to-End ICD-10. A unique risk-based approach with best practices, business acumen, and cutting-edge tools End-to-End ICD-10 Testing Services A unique risk-based approach with best practices, business acumen, and cutting-edge tools Transition to ICD-10 is a colossal challenge for healthcare organizations. Its

More information

Decision Tree Methodology - A solution for Local Vs. Global Master Data conflict

Decision Tree Methodology - A solution for Local Vs. Global Master Data conflict White Paper Decision Tree Methodology - A solution for Local Vs. Global Master Data conflict - Rajendra Kumar Tamboli, Promodh Narayan Ravichandran Abstract Most master data management (MDM) implementations

More information

PERSPECTIVE. Product Compliance A Necessary Evil or an Opportunity? Executive Summary. Jagmeet Singh

PERSPECTIVE. Product Compliance A Necessary Evil or an Opportunity? Executive Summary. Jagmeet Singh PERSPECTIVE Product Compliance A Necessary Evil or an Opportunity? Jagmeet Singh Executive Summary Product compliance is a constantly evolving process. Because laws and regulations continuously change,

More information

Leveraging unstructured data for improved decision making: A retail banking perspective

Leveraging unstructured data for improved decision making: A retail banking perspective View Point Leveraging unstructured data for improved decision making: A retail banking perspective - Sowmya Ramachandran and Kalyan Malladi Overview Up until now, despite possessing a large stash of structured

More information

Loss Prevention Data Mining Using big data, predictive and prescriptive analytics to enpower loss prevention

Loss Prevention Data Mining Using big data, predictive and prescriptive analytics to enpower loss prevention White paper Loss Prevention Data Mining Using big data, predictive and prescriptive analytics to enpower loss prevention Abstract In the current economy where growth is stumpy and margins reduced, retailers

More information

WHITE PAPER. The PLM Domino Effect. - Jagmeet Singh and Jeff Kavanaugh

WHITE PAPER. The PLM Domino Effect. - Jagmeet Singh and Jeff Kavanaugh WHITE PAPER The PLM Domino Effect - Jagmeet Singh and Jeff Kavanaugh Summary When we were children, we all played dominos. We may have played the formal numeric alignment version, but another variant is

More information

Embracing Accountable Care: 10 Key Steps

Embracing Accountable Care: 10 Key Steps Embracing Accountable Care: 10 Key Steps Sivakumar Nandiwada and Vijay Sylvestine Abstract For quite some time now, the U.S. healthcare market has been grappling with issues of spiraling costs and disparities

More information

Changing Job Seeker s Decision Journey and Impact on Organizations: Aligning Talent Acquisition Strategy to Match Talent Trends

Changing Job Seeker s Decision Journey and Impact on Organizations: Aligning Talent Acquisition Strategy to Match Talent Trends White paper Changing Job Seeker s Decision Journey and Impact on Organizations: Aligning Talent Acquisition Strategy to Match Talent Trends - Badri Ravi Abstract Dynamic socio-economic factors and advanced

More information

WHITE PAPER. M-Health: Challenges, benefits, and keys to successful implementation. Abstract

WHITE PAPER. M-Health: Challenges, benefits, and keys to successful implementation. Abstract WHITE PAPER M-Health: Challenges, benefits, and keys to successful implementation Kaushal Modi and Radha Baran Mohanty Abstract The outlook towards healthcare has changed drastically in recent times. Mobile

More information

perspective Augmentative Outsourcing: New Ways to Support Contextual Functions & Strengthen Core Capabilities

perspective Augmentative Outsourcing: New Ways to Support Contextual Functions & Strengthen Core Capabilities perspective Augmentative Outsourcing: New Ways to Support Contextual Functions & Strengthen Core Capabilities Madhusudan (Maddee) Hegde, Bharath Vasudevan If a BPO buyer has contracted a service provider

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

perspective SOX Controls Driving Transformation of the Order-to-Cash Value Chain - Shyam R Rao

perspective SOX Controls Driving Transformation of the Order-to-Cash Value Chain - Shyam R Rao perspective SOX Controls Driving Transformation of the Order-to-Cash Value Chain - Shyam R Rao How do you view the prescriptive internal control norms in Section 404 of the Sarbanes-Oxley Act (SOX)? As

More information

Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model

Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model Case Study Improved Efficiency and Significant Cost Savings through a Flexible Managed Services Model Abstract Infosys partnered with a leading global insurance provider to set up a global Testing Center

More information

Infosys Business Process Management Offerings

Infosys Business Process Management Offerings Infosys Business Process Management Offerings Infosys helps clients leverage BPM to unlock the value in Digital opportunities With a dedicated Business Process Management (BPM) Center of Excellence (CoE)

More information

Social Media Marketing

Social Media Marketing Social Media Marketing Research Benchmarks The most challenging obstacles to social media marketing success in the year ahead and how marketers plan to overcome them. Client Connection Research conducted

More information

Customer intelligence: Part I Why banks are turning to analytics?

Customer intelligence: Part I Why banks are turning to analytics? Customer intelligence: Part I Why banks are turning to analytics? Thought Paper www.infosys.com/finacle Universal Banking Solution Systems Integration Consulting Business Process Outsourcing Customer Intelligence:

More information

Enabling Innovation and Growth in Manufacturing Is Cloud computing the way forward?

Enabling Innovation and Growth in Manufacturing Is Cloud computing the way forward? perspective Enabling Innovation and Growth in Manufacturing Is Cloud computing the way forward? Balaji Venkataraman, Ashish Mehta Abstract Innovation is a critical component to differentiate an enterprise

More information

Designing an Optimal Technology Landscape For Accounts Payable Transformation

Designing an Optimal Technology Landscape For Accounts Payable Transformation perspective Designing an Optimal Technology Landscape For Accounts Payable Transformation - Rajagopal NVS Abstract Companies that leverage technology to automate their Accounts Payable (AP) function can

More information

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward

SOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.

More information

Segmentation, Targeting, and Positioning Cornerstones of a Successful Loyalty Program

Segmentation, Targeting, and Positioning Cornerstones of a Successful Loyalty Program perspective Segmentation, Targeting, and Positioning Cornerstones of a Successful Loyalty Program Abstract Stiff competition and multiplicity of options in today s marketplace are compelling marketing

More information

Creating Business Value with Mature QA Practices

Creating Business Value with Mature QA Practices perspective Creating Business Value with Mature QA Practices Abstract The IT industry across the globe has rapidly evolved in recent times. The evolution has been primarily driven by factors like changing

More information

Social Media and the Indian Healthcare Industry: Opportunities and challenges

Social Media and the Indian Healthcare Industry: Opportunities and challenges perspective Social Media and the Indian Healthcare Industry: Opportunities and challenges Meera Deokuliar, Ragesh Nair Abstract Social Media is here to stay. Choosing to participate is not an option anymore.

More information

Digital Marketing. Simplified. www.infosys.com/brandedge

Digital Marketing. Simplified. www.infosys.com/brandedge Digital Marketing. Simplified. www.infosys.com/brandedge DIGITAL MARKETING PAIN POINTS Infosys research indicates that there are numerous barriers to effective management of digital marketing campaigns,

More information

Infinity Buyerlytics System Multichannel Customer Care Solutions

Infinity Buyerlytics System Multichannel Customer Care Solutions Infinity Buyerlytics System Multichannel Customer Care Solutions Where are you at today? Are all your customer efforts metrics driven? Primary Drivers of Sales Campaign ROI: Return on Investment Factor

More information

LET S SIMPLIFY BANKING

LET S SIMPLIFY BANKING LET S SIMPLIFY BANKING Reducing complexity in banking can result in nearly 20% increase in profits In a banking landscape marred by complexity, the simplest will thrive On average, most banks take six

More information

Case Study. Noiseless Transition Infosys enables T-Mobile UK to faster realise the benefits of outsourcing its Finance Directorate Functions.

Case Study. Noiseless Transition Infosys enables T-Mobile UK to faster realise the benefits of outsourcing its Finance Directorate Functions. Case Study Noiseless Transition Infosys enables T-Mobile UK to faster realise the benefits of outsourcing its Finance Directorate Functions Abstract Noiseless and on- time transition is essential to ensure

More information

SOCIAL MEDIA ADVERTISING STRATEGIES THAT WORK

SOCIAL MEDIA ADVERTISING STRATEGIES THAT WORK SOCIAL MEDIA ADVERTISING STRATEGIES THAT WORK ABSTRACT» Social media advertising is a new and fast growing part of digital advertising. In this White Paper I'll present social media advertising trends,

More information

Adding SPICE to Internet Banking

Adding SPICE to Internet Banking Adding SPICE to Internet Banking - Kiran Kalmadi, Sukhna Dang, Rajat Gurnani Abstract Most of the internet banks today provide services and features which can largely be termed as standardized in nature.

More information

Using Analytics to Reduce Days Sales Outstanding (DSO) Accounts receivables analytics

Using Analytics to Reduce Days Sales Outstanding (DSO) Accounts receivables analytics perspective Using Analytics to Reduce Days Sales Outstanding (DSO) Accounts receivables analytics FOREWORD There is much excitement about the potential in new forms of data adding to the volume of Big

More information

Driving Multi-channel Commerce

Driving Multi-channel Commerce Driving Multi-channel Commerce Business Overview Online shopping is being redefined. Not only are voluble customers making their presence known across ecommerce sites, but these digital consumers are also

More information

Gain superior agility and efficiencies with enterprise origination solution. Finacle Origination

Gain superior agility and efficiencies with enterprise origination solution. Finacle Origination Finacle Origination Gain superior agility and efficiencies with enterprise origination solution The recent global financial meltdown has reshaped the landscape of the lending business around the world.

More information

perspective Capitalizing on Change Part II Unlocking Transformation Opportunities through Business Process Outsourcing

perspective Capitalizing on Change Part II Unlocking Transformation Opportunities through Business Process Outsourcing perspective Capitalizing on Change Part II Unlocking Transformation Opportunities through Business Process Outsourcing Anantha Radhakrishnan, Madhukar Tata In a smarter organization, processes are standardized,

More information

Brazilian Mobile Advertising Services Market Application-to-peer SMS Advertising is Expected to Generate a CAGR of 55.

Brazilian Mobile Advertising Services Market Application-to-peer SMS Advertising is Expected to Generate a CAGR of 55. Brazilian Mobile Advertising Services Market Application-to-peer SMS Advertising is Expected to Generate a CAGR of 55.5% until 2019 9838-65 January 2015 Contents Section Slide Number Executive Summary

More information

ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution

ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution ACCELERATE INNOVATION. Get direct access to customers. Finacle Direct Banking Solution A new way to reach tomorrow s customers As financial institutions seek to thrive in a changing world, they have realized

More information

Accelerate Innovation. Get a 360 view of customers Finacle CRM Solution

Accelerate Innovation. Get a 360 view of customers Finacle CRM Solution Accelerate Innovation Get a 360 view of customers Finacle CRM Solution Delight customers today, retain them tomorrow The ultimate goal for any business is to attract and retain delighted customers. Transformation

More information

Business Transformation Services Transform your processes. Transform your business.

Business Transformation Services Transform your processes. Transform your business. Business Transformation Services Transform your processes. Transform your business. Do your processes help you achieve your business goals? Or are your processes actually starting to limit these goals?

More information

SCALABLE ENTERPRISE CRM SERVICES

SCALABLE ENTERPRISE CRM SERVICES SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and

More information

Wrap and Renew Digital SOA Catalog Offerings

Wrap and Renew Digital SOA Catalog Offerings Wrap and Renew Digital SOA Catalog Offerings Introduction and market scenario An explosive nexus of four digital forces mobile, cloud, social media, and big data combined with the Internet of Things (IoT),

More information

Solving the Challenge of Lead Management Automation

Solving the Challenge of Lead Management Automation WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing

More information

Impact of Social Media Marketing on SME Business Author:

Impact of Social Media Marketing on SME Business Author: Impact of Social Media Marketing on SME Business Author: Rahul Jain, Director Digital Marketing & Chief Strategist, InnoServ Digital, InnoServ Solutions Pvt. Ltd. ABSTRACT With the growth of Internet and

More information

Optum TM Consumer Acquisition Platform. A Next-Generation Approach to Acquire, Retain and Engage Members.

Optum TM Consumer Acquisition Platform. A Next-Generation Approach to Acquire, Retain and Engage Members. Optum TM Consumer Acquisition Platform A Next-Generation Approach to Acquire, Retain and Engage Members. Challenge and opportunity have arrived at the same time for health plans. Millions of consumers

More information

OMNI-CHANNEL MARKETING. Top 9 Questions

OMNI-CHANNEL MARKETING. Top 9 Questions OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is

More information

Marketing Report. 2013 survey results. Yesler Software Shortlist Maximizer Hanley Wood. Sponsored by

Marketing Report. 2013 survey results. Yesler Software Shortlist Maximizer Hanley Wood. Sponsored by Marketing Report 2013 survey results Sponsored by Yesler Software Shortlist Maximizer Hanley Wood Introduction B2B buyer behavior has been changing dramatically over the last few years as buyers become

More information

UK Search Engine Marketing Benchmark Report 2011

UK Search Engine Marketing Benchmark Report 2011 Market Data / Supplier Selection / Event Presentations / User Experience Benchmarking / Best Practice / Template Files/ UK Search Engine Marketing Benchmark Report 2011 In association with Guava UK Search

More information

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 P82F-70 December 2014 Contents Section Slide Number Executive Summary

More information

Undersatnding Development and Current Issues Related to Internet Marketing Communication with Respect to Local Business in India

Undersatnding Development and Current Issues Related to Internet Marketing Communication with Respect to Local Business in India Global Journal of Management and Business Studies. ISSN 2248-9878 Volume 3, Number 8 (2013), pp. 911-916 Research India Publications http://www.ripublication.com/gjmbs.htm Undersatnding Development and

More information

Data Functionality in Marketing

Data Functionality in Marketing Data Functionality in Marketing By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing Goose Data is not a new thing. Successful businesses have

More information

Lead the Retail Revolution.

Lead the Retail Revolution. Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,

More information

MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES

MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES Created by: Stage 4 Solutions, Inc. Tel: (408) 868-9739 Web site: www.stage4solutions.com August 2006 Copyright 2006 Stage 4

More information

SAP PRACTICE AT INFOSYS

SAP PRACTICE AT INFOSYS SAP PRACTICE AT INFOSYS Are you ready for tomorrow? Let s step back and evaluate some of your business challenges: Your customers want to be served on mobile devices. Your extended enterprise and mobile

More information

Top 3 steps to a successful ERP implementation for M&A in manufacturing - a project management point of view

Top 3 steps to a successful ERP implementation for M&A in manufacturing - a project management point of view VIEW POINT Top 3 steps to a successful ERP implementation for M&A in manufacturing - a project management point of view Abstract The benefits of a merger and acquisition (M&A) can be great in various ways

More information

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample MarketsandMarkets http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample Phone: 800.298.5699 (US) or +1.240.747.3093 or +1.240.747.3093 (Int'l) Hours: Monday - Thursday: 5:30am - 6:30pm

More information

Digital Marketing Agency

Digital Marketing Agency Engage Your Customers Result Oriented Digital Marketing Agency Let s Engage Your Customer And Build Better Business Together As are 1000s others But with 1 DIFFERENCE We can go upside down To Bring Client

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Table of Contents Professional Diploma in Digital Marketing Module 1: Introduction to Digital Marketing Module 2: Search Engine Marketing (SEO)

Table of Contents Professional Diploma in Digital Marketing Module 1: Introduction to Digital Marketing Module 2: Search Engine Marketing (SEO) Table of Contents Professional Diploma in Digital Marketing Module 1: Introduction to Digital Marketing Module 2: Search Engine Marketing (SEO) Module 3: Search Engine Marketing (PPC) Module 4: Email Marketing

More information

WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation

WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR CONSUMER GOODS Digital Transformation WIPRO CONSUMER GOODS DO BUSINESS BETTER CONSUMERS WANT MORE OF EVERYTHING: OPTIONS, INFORMATION, INTERACTION, ENGAGEMENT

More information

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can

More information

Enhanced Unified Communication QoE through Software-defined networking (SDN)

Enhanced Unified Communication QoE through Software-defined networking (SDN) White paper Enhanced Unified Communication QoE through Software-defined networking (SDN) Abstract The concept of SDN (Software-defined Networking) originated from Stanford University in 2005 with their

More information

LISTEN. ENGAGE. DELIGHT.

LISTEN. ENGAGE. DELIGHT. WWW.WIPRO.COM LISTEN. ENGAGE. DELIGHT. Embark on your Social Enterprise journey with Wipro DO BUSINESS BETTER The Increasing Impact of Social on the Enterprise In today s dynamic world, where people are

More information

viewpoint Emerging markets, distribution imperatives and strategies

viewpoint Emerging markets, distribution imperatives and strategies viewpoint Emerging markets, distribution imperatives and strategies How collaboration and automation ensure your distributors operate in lockstep with you Abstract You want to capitalize on the promising

More information

WHITE PAPER. Myths Surrounding CRM Systems

WHITE PAPER. Myths Surrounding CRM Systems WHITE PAPER Myths Surrounding CRM Systems The evolution of CRM systems over time has seen them progress from tracking tickets to acting as a system of records to becoming a system of interaction across

More information

Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow

Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Overview Cyberica is one of the most experienced software companies specializing in enterprise

More information

Standardization in the Outsourcing Industry

Standardization in the Outsourcing Industry Standardization in the Outsourcing Industry November 2010 Outsourcing provides rapid business transformation and cost reductions through labor arbitrage and consolidation of business processes spread across

More information

HCL Member Experience Management

HCL Member Experience Management HCL Member Experience Management Author: Ajit Sahai Saxena ADDITIONAL INPUTS: RAM ANANTHASUBRAMONY, HEALTHCARE (PAYER) PRACTICE whitepaper dec 2013 MEMBER EXPERIENCE MANAGEMENT STRATEGIZE AND IMPLEMENT

More information

Paid Search Services

Paid Search Services Paid Search Services Results-driven, mathematical PPC Pay Per Click advertising is widely acknowledged as the most powerful form of direct marketing. Not only are you gaining access to people that want

More information

Rexjournal ISSN 2321-1067 Renewable Research Journal

Rexjournal ISSN 2321-1067 Renewable Research Journal Digital Marketing: Opportunities and Threats Rima Dinesh Puri Abstract Internet has become part of our daily lives. It plays role in various fields, may be to make friend or let friendship last, watching

More information

Multichannel Attribution

Multichannel Attribution Accenture Interactive Point of View Series Multichannel Attribution Measuring Marketing ROI in the Digital Era Multichannel Attribution Measuring Marketing ROI in the Digital Era Digital technologies have

More information