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Technology | Customer Experience
Chatbpot

Aug 07, 2018

How Chatbots Improve the Insurance Value Chain

Prasannavenkadesh Sankar - Senior Business Manager
Senior Business Manager
While looking for automation possibilities for the key insurance business processes, mostly the repeatable, the cynosure of the insurance industry is shifting toward macro and micro components of the value chain.
221
Customer Support

Jul 12, 2018

IoT and the future of Customer Support

RAHUL PODDAR - Associate Director, HCL BServ
Associate Director, HCL BServ
Customer experience transformation tools and platforms have pushed the boundaries of innovation in contact center support. More and more organizations are now trying to chart a transformation plan in the way they look at providing support to their...
262
Voice Interaction

Jul 03, 2018

Voice Interactions – A Channel to Better Health Outcomes, Part 2: For HCPs

Holger Semsch - Director & Head EU LSH Consulting
Director & Head EU LSH Consulting
As value-based healthcare gradually replaces the traditional fee-for-service model, enhanced patient health outcomes will inevitably help HCPs. A study from 2016 unearthed that physicians spend nearly 50% of their time in office on paperwork....
143
Pharma

Jun 29, 2018

Artificial Intelligence Transcends Pharma Cybersecurity

Ashwini R - Senior Management Trainee, Life Sciences- Business Solutions Group
Senior Management Trainee
AI-powered cybersecurity systems will not be replacing humans, but empowering them in order to survive the sophisticated and increasingly intelligent attacks. In order to get the most out of AI in cybersecurity, the pharma industry needs to...
183
iAssure

Jun 27, 2018

Assuring true digital transformation with the power of A.I.

Amit Gupta - SVP & Global GTM Head for HCL DRYiCE
SVP & Global GTM Head for HCL DRYiCE
Many organizations – often with primitive IT systems, processes & high dependency on humans are often pushed into ‘point’ digital transformation programs to stay relevant. To deliver enterprise-wide digital transformation, organizations are...
202
Enterprise Software

Jun 27, 2018

In Enterprise Software, The End Goal Comes First

Amit Gupta - SVP & Global GTM Head for HCL DRYiCE
SVP & Global GTM Head for HCL DRYiCE
At DRYiCE, a division of HCL, focused on building AI-powered products & platforms, we have re-looked at ways that can bring the best of their existing investments (tools) & Artificial Intelligence to deliver a cohesive enterprise...
133
framework

Apr 12, 2018

The 3R Framework: A Business First, Technology Second Approach to Digitization Part 3: Reimagine Customer Experience

Amitava Sengupta - Practice Head, CS & LSH
Practice Head, CS & LSH
In today’s technologically disruptive world, it isn’t enough to simply provide an amazing product. Customers want more. They demand experiences that engage and amaze them. This shift in consumer expectations has already impacted business culture and...
182

Apr 12, 2018

The 3R Framework: A Business First, Technology Second Approach to Digitization Part 4: ReEngineer the Value Chain

Amitava Sengupta - Practice Head, CS & LSH
Practice Head, CS & LSH
Enterprises now have access to cutting-edge tools and technologies that can help them execute this approach effectively and have complete clarity on their own operations. Key technologies such as the Internet of Things (IoT), machine learning,...
138
Enhancing the Patient Experience

Mar 29, 2018

Enhancing the Patient Experience: How can Life Sciences Companies Use Design Thinking to Deliver Better Outcomes

Abhishek Shankar - Vice President – Life sciences and Healthcare
Vice President
The importance of design in the lives of customers will only increase with time even across the healthcare and life sciences landscape. This is a priority because patients now demand personalized services. We outline a six-step roadmap to introduce...
205

Pages

Digital Future

Jan 13, 2017

Towards A Responsible, Digital Future

Anand Birje - Corporate Vice President & Head- Digital & Analytics Practice
Corporate Vice President & Head
This year’s theme at WEF is Responsible Leadership – a truly relevant theme considering the implications of the Fourth Industrial Revolution on societies and businesses alike. How can organizations that are on the road to creating a digital future...
1,596
Blockchain

Feb 20, 2018

Use Cases of Blockchain in Clinical Trials

Nilesh Ray - Global Engagement Manager, LS Practice
Global Engagement Manager
The transformative potential of the blockchain has been felt in the fintech industry. But the blockchain can also disrupt the life sciences industry. There are several use cases of blockchain technology that can be applied to clinical trials and it...
1,617
Customer Satisfaction

Sep 22, 2015

How Customer Satisfaction Scores (CSAT) Can Be Improved

Prafull Verma - Fellow & Practice Leader - Unified Services Management
Fellow & Practice Leader - Unified Services
We often come across appealing slogans around customer satisfaction and are motivated to put in a greater effort to figure out how to improve it. But we often miss the scientific factors behind customer satisfaction.
4,410
Big Data

Dec 19, 2017

Big Data in Retail – How to win with Predictive Analytics

Ankit Khattri - PROJECT LEAD, ES-Tier II ERP-SCE-GIS
PROJECT LEAD
In the rapidly diversifying retail ecosystem and evermore rapidly changing customer tastes and preferences, the search for the most effective marketing and sales strategy is of monumental significance. Predictive analytics, which marries big data...
774
AI

Oct 03, 2017

Artificial Intelligence: Providing new muscle to marketing

Paresh Vankar - Global Head of Marketing - Financial Services
Global Head Of Marketing
The idea that machine intelligence can automate marketing functions isn’t new. What has changed is the manner in which AI and other “intelligent” robots are being deployed by marketers. Machine intelligence is complementing business intelligence in...
1,291
Store Digitization

Dec 26, 2017

‘Store Digitization’ – the solution to bridge the digital gap between customers and stores

Madhusudhan Kandula - Associate Business Manager – HCL Retail & CPG Consulting
Associate Business Manager
To deal with knowledgeable digital customers, stores should not think twice in adopting digital tools. But a proper assessment has to be done to choose the right digitizing services because every retailer need is different and also every initiative...
469
Changing Retail Landscape

Mar 01, 2018

Changing Retail Landscape on the back of Advanced AI & ML

Ajai Kumar - Vice President - Engineering R&D
Vice President
Isn’t it cumbersome for us to access shopping websites on the internet and needing to fill our details over and over again? Don’t we expect software to come to our rescue and chart our shopping tastes, choice patterns, and brand preferences? When it...
1,290
21st Century Customer Experience and Journey

Aug 24, 2016

Predict outcomes, Deliver experiences to be an enterprise for the digital age

Jaco Van Eeden - Executive Vice President – Digital Consulting Practice
Executive Vice President – Digital Consulting Practice
How can businesses living in the 20th century comprehend the needs and desires of this 21st-century customer, and what does this mean for their technological partners?
1,741
Customer Support

Jul 12, 2018

IoT and the future of Customer Support

RAHUL PODDAR - Associate Director, HCL BServ
Associate Director, HCL BServ
Customer experience transformation tools and platforms have pushed the boundaries of innovation in contact center support. More and more organizations are now trying to chart a transformation plan in the way they look at providing support to their...
262

Pages

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