CUSTOMER-CENTRICRETAILING ACCELERATES WITH
PLATFORMS OF INTELLIGENCE

Rise of New Retail
Retail is the most disrupted industry with customer expecta ons rising to the zenith and new formats fragmen ng thelandscape. The pandemic induced economic slowdown has put addi onal pressure on already strained margins. This
period has also brought in a change in consumer behavior, they now value convenience overpricing. And, thus thedeﬁni on of value delivery is evolving to factor in the new paradigm. As markets open up and stores come back tobusiness, a lingering strain of cau on carries through. The customers are more discerning. Spoilt for choice andinundated with compe ve oﬀers, their loyalty is wavering.

The ba le for customer a en on was never more intense.
Empowering Customer Obsessed CMO
CMOs are now back to the drawing board, cra ing new strategies to win customer delight, and nudge their journeywith just the right interven on, at the moment of truth. The return on investment on marke ng spend weighs on therate and me for conversion. The marketers gain a greater share of wallet by capitalizing on intui ve cross sell and up
sell opportuni es. Orchestra ng hyper-personaliza on with tailor-made, just in me oﬀers plays a key role in retaining
customer loyalty. However, lack of right customer insights hinders the ability to personalize engagements acrosstouchpoints.
Enhancing Technology Prowess of CIO
The CIOs strive to be the strategic insights partner to their marke ng organiza ons. They must build technology
capabili es to provide a single view of the customer, contextual insights, and next best ac on recommenda on atspeed and scale. But they are struggling with a fragmented data ecosystem, limited in-house data science skills, andintegra on challenges across systems and applica ons.
Delivering Accelerated Value with Customer Intelligence Pla orm
ITC Infotech partners with retailers to bring them closer to their customers. Our AI and ML-powered customer
intelligence pla orm equips retail marketers to make eﬀec ve decisions and drive near real- me personalized
customer engagement. Empowered with the right intelligence the retail businesses accelerate value realiza on withover 7% incremental sales and up to 5% reduc on in marke ng costs.

Business Drivers
CMOs can achieve incremental business value with intelligent and automated customer experiences leveraging
conversa onal AI. Intelligent, context-aware personal assistants deliver a personalized experience across e-commercepla orms, improve customer care, and increase loyalty engagement. CIOs, on the other hand, can rapidly scale insights
capabili es with modular, plug-and-play components, seamlessly integrated with the exis ng ecosystem.

Retail Industry Challenges

A limited line ofvision acrosstouchpoints

Distributed
data across pla orms
for want of seamlessintegra on
Subop malcustomer engagement
across a fragmented
landscapeLonger conversion
cycle impac ng pathto proﬁt
Reduced returnon investment onmarke ng spend

ITC Infotech Customer Intelligence Pla orm Advantages
Zero CapEx,
long-term OPEX
model

Incremental businessvalue with demonstrated
top-line andbo om-line impact

An accelerated pathto proﬁt with reduced
implementa on me

Plug and playcomponents witheasily integrated withthe exis ng landscapeCustomer Intelligence Pla orm FeaturesIntegrated Analy cs
Engine Powering
Retail Orchestra ons

Intelligent
Insight Center
Delivering Real- me
Recommenda ons

Intelligent Virtual
Assistant Suppor ng
Customer Journey

Intui ve Loyalty
Management Delivering
Personalized Oﬀers

Real- me Campaign
Execu on Leveraging
CRM and Marke ng
Automa on

Marketers are enabledwith pre-built AI/ ML
data models forintelligent customer
segmenta on anddeep-dive analysis topredict their behaviors.
Increased cross-sell andup-sell opportuni es
op mizemarke ngspend.

Diagnos c marke ng
intelligence reveals apropensity to buy andoﬀer a recommenda on
for the next best ac on.
Marketers simulate
the oﬀers to discoversales li and takeinformed decisions.

Customer engagement
across e-commercepla orms, swi
grievance redressal,
and a guided purchaseis augmented with acontext-aware assistant.
The enhanced
personalizing
experience delivers
customer delight.

Personalize loyalty
program to meetcustomer expecta ons
with complex, 1:1
oﬀers on the ﬂy.
Increase s ckiness andmo vate customers
to engage with thepla orms, gainingreferrals to expand thesphere of inﬂuence.

Orchestrate campaign
execu on acrosschannels in real- me
for assured sales li .
Increase basket value
with relevant bundle
oﬀers and gain a greater
share of wallet withrelated productrecommenda ons basedon purchase history.

Customer Intelligence Pla orm Business Accelerators
Prescrip ve
Recommenda ons

Modular and Plug-play
Technology Components

Outcome-linked
Commercial Model

Pre-built AI/ML Models
and Value Accelerators

Microso Technologies Powering the Pla orms of Intelligence
Our Pla orms of Intelligence are built using Microso Technologies to unify data from mul ple sources, analyze data toenable real- me insights, drive intelligent decisions, and personalized engagement at scale

Azure Data
Lake and MLPower Automate,
BI and Apps

Azure Synapse
Analy csDynamics
365 Customer
Insights andMarke ng

Our Proven Track Record

South African Retail Major Gains
Up to 5% Sales Li with Hyperpersonaliza on
Customer Intelligence Pla orm
delivered contextual marke ng andloyalty personaliza on with predic ve
modeling algorithms, equipping
marketers to perform appropriate
segmenta on, persona crea on, andproduct category analysis. The retailer
reduced marke ng spend by 5% andimproved store u liza on by 15%.

Leading Health food and Wellbeing
Retailer Improves Margin withIntegrated CRM
Our integrated CRM, Customer
Loyalty, and Insights system enhanced
customer experience with personalized
campaigns and promo ons alignedto customer segmenta on. The
intelligent pla orm delivered a 1%
increase in margin and 2% Increasein overall sales. The retailer achieved
a 17% ROI and improved customer
reten on by 18%.

About ITC Infotech
ITC Infotech is a leading global technology services and solu ons provider, led by Business and Technology Consul ng. ITC Infotech provides
business-friendly solu ons to help clients succeed and be future-ready, by seamlessly bringing together digital exper se, strong industry-speciﬁc
alliances, and the unique ability to leverage deep domain exper se from ITC Group businesses. The company provides technology solu ons andservices to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality,
through a combina on of tradi onal and newer business models, as a long-term sustainable partner.
ITC Infotech is a wholly-owned subsidiary of ITC Ltd, one of India’s foremost private sector companies and a leading mul -business conglomerate.
For more informa on, please visit: www.itcinfotech.com