1 | ©2014, Cognizant The connected customer journey Emily is planning a party with family & friends. She logs on to the ICA website at her home • Site provides with a personalised online experience, she selects an ICA Grocery Bag based on recommendations • Creates shopping list of other products 1 In the morning newspaper, Emily finds an ICA flyer with offers available in the store she visits She scans the flyer with the ICA mobile app to get additional product details 2 Emily heads to the T-Bana, enroute to the store She finds a billboard for an apparel She like the same and looks for similar products in ICA 3 4 On entering the store, Emily receives a personalized welcome message on her Smart Watch - through the beacon. She is also alerted on her pharma refills that are due 5 Emily opens the list on mobile and needs help to find a cooking pan. She is unable to find one, so asks for assistance Loyal customer in store, alert sent to store associate device Assistance request received by store associate Associate assists Emily and checks inventory. Informs on inventory available online and can help place an order for home delivery Associate also suggests products that Emily may like 6 Emily generates QR Code of the shopping bag for the ease of billing. 7 Store employee uses M-POS to scans QR Code and complete transaction billing Ability to also use the ICA Bank account to pay 8 Emily is looking for specific gardening products available in Kvantum She uses a store kiosk to order for the product and get it shipped to her A virtual pharmacy app can be used for store where cura pharmacy are not available to order for medicines 9 Emily can check her shopping details across channels and provide feedback on her experience. Feedback is rewarded with points 1 0

Connected Customer Journey

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The connected customer journey

Emily is planning a party with family & friends. She logs on to the ICA website at her home

Site provides with a personalised online experience, she selects an ICA Grocery Bag based on recommendationsCreates shopping list of other products1

In the morning newspaper, Emily finds an ICA flyer with offers available in the store she visits

She scans the flyer with the ICA mobile app to get additional product details2

Emily heads to the T-Bana, enroute to the storeShe finds a billboard for an apparel

She like the same and looks for similar products in ICA34On entering the store, Emily receives a personalized welcome message on her Smart Watch - through the beacon.

She is also alerted on her pharma refills that are due

5Emily opens the list on mobile and needs help to find a cooking pan. She is unable to find one, so asks for assistance

Loyal customer in store, alert sent to store associate device

Assistance request received by store associate

Associate assists Emily and checks inventory.Informs on inventory available online and can help place an order for home delivery

Associate also suggests products that Emily may like6

Emily generates QR Code of the shopping bag for the ease of billing.7

Store employee uses M-POS to scans QR Code and complete transaction billing

Ability to also use the ICA Bank account to pay8

Emily is looking for specific gardening products available in Kvantum

She uses a store kiosk to order for the product and get it shipped to her

A virtual pharmacy app can be used for store where cura pharmacy are not available to order for medicines 9