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HCL has been recognized as a Leader in ISG Provider Lens™ Research Quadrant for Digital Business – Solutions and Service Partners – Customer Journey Services, Nordics 2019-20
Customer experience and innovation are the major driving forces behind the digital transformation across traditional Nordic enterprises. Service providers are offering these services through partnerships, automation and artificial intelligence (AI), thereby propelling growth in the Nordics’ digital market.
Enterprises across the Nordic region are embracing the adoption of technologies such as analytics, artificial intelligence (AI), Internet of Things (IoT) and blockchain to deliver quality services to their clients and create competitive differentiation. They are seeking transformation services from IT service providers to not only to take them through their digital journeys, but also bring in the cultural transformation to realize the full potential of digital services. The region is moving at a fast pace to reach the peak of digital era. According to ISG, 97 percent of firms globally have seen an average increase of around 5.6 percent in their revenue through digital transformation, with the top quartile seeing an increase of more than 15 percent year over year.
The Customer Journey Services quadrant assesses a service provider’s portfolio and capacity to deliver business model innovation, enabling enterprises to build competitive differentiation in today’s digital economy. Customer journey design transforms how companies organize marketing, sales, delivery and post-sales processes. It changes all the business processes of an enterprise around the customer with a customer-centric approach.
The customer journey defines how digital companies design differentiation. New customer journeys create new business models that require new technologies and business ecosystems.
These companies design how an ideal customer (or persona) interacts with a product and a brand. The design process involves technology experts, sales, marketing, designers and clients in a collaborative process. It leverages design thinking and lean as the common methodologies. Major firms use analytics to extract insights from user data. Cognitive computing extracts data from conversations, texts and social media. The experience is measured with simple A/B tests as well as complex sentiment analyses that are captured from customer interactions.
The customer journey is not a project or event. Daily monitoring and measuring the customer experience drive changes to the journey, the supporting technology and business processes. The customer journey team produces a continuous change of digital businesses, delivering business model Innovation and enabling enterprises to build competitive differentiation in the digital economy.
As per the report, HCL has strong customer journey offerings that include experience design, innovation consulting, business process consulting and customer engagement platforms. It also offers a 360-degree approach in which users can access a unified view of the customer data and deliver enhanced customer experiences using data insights and customer intelligence that leverages predictive analytics. These solutions are available for multiple industries such as retail, consumer goods, life sciences, healthcare, banking, capital markets and insurance, transportation and logistics, manufacturing, technology (hi-tech), oil and gas, and energy and utilities. The firm launched its services in the Nordics in 2008 and has expanded its presence in the region since then.
To know more, download the report