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Technology | Customer Experience
Customer Experience

Feb 16, 2018

“Customer Experience” to be “The Differentiator”

Sadanand S Mudgur - Analytics Leader
Analytics Leader
The customer service industry is set to see multi-channel communication going up exponentially in the coming years. Analyzing the characteristics and trends of this journey will be critical to creating a competitive advantage from the customer...
29
Chatbot

Feb 08, 2018

How AI Makes Our Life Easy Through Chatbots

Anupa Krishnan - Senior Technical Lead
Senior Technical Lead
The AI inside a chatbot is machine learning and it is known as Natural Language Processing (NLP). NLP has the proficiency to understand a conversation and thus mimic like a human conversation. An AI agent inside a Chatbot achieves the goal through a...
74
Patient-Centricity

Feb 01, 2018

Patient-Centricity: Empowering Patients, Enhancing Outcomes – An Empathic Approach to Discovery

Abhishek Shankar - Vice President – Life sciences and Healthcare
Vice President
Putting patients at the center of the value chain benefits not only them and healthcare professionals, but also healthcare organizations that are looking for long-term gains from improved customer loyalty. The focus is on comprehending patient...
62
Retail Technology

Jan 30, 2018

Retail Technology and Global Trends Work in Tandem

Anup Sharma - Deputy General Manager – Retail and Consumer Product Goods (RCPG)
Deputy General Manager
Digital Transformation has come up as a major disruption, forcing Retailer across formats and demography to adopt to key elements of this massive change. New age consumers are becoming more and more reliant on social media and mobile devices...
40
Digitize and Delight

Jan 22, 2018

Digitize and Delight: Revolutionizing brick & mortar experience, with digitization

Abdul Gaffar - Deputy Manager, HCL Business Consulting
Deputy Manager
Retailers must reimagine in-store experiences for customers by embracing digital technology. With proper digitization, they can provide personalized consumer engagements and in turn drastically improve the chances of a final sale. This also results...
73
Data Management in the Financial Services

Jan 12, 2018

Changing face of Data Management in the Financial Services

Swaminathan Nagarajan - ASSOCIATE VICE PRESIDENT
ASSOCIATE VICE PRESIDENT
The proliferation of customer identifiable data (CID) processed by financial firms drives increased scrutiny of practices to ensure end-customer rights. These regulations impose obligations and penalties for non-compliance on the treatment of...
90
Big Data Analytics in Retail

Jan 11, 2018

Big Data Analytics in Retail - A sneak peek into disruption potential

Ravindra Chengala - Manager, CB-Business Consulting-BC-RCPG
Manager
Retailers must offer personalized services to customers and tap into the deluge of data. The scope of predictive analysis is extending beyond metrics like wallet share. Rolling out jaw-dropping offers is not needed now; churning Big Data is.
152
LSH

Jan 09, 2018

Omnichannel: Creating a seamless and high quality customer experience

Piyush Gupta - SENIOR TECHNICAL LEAD, Retail Consumer Packaged Goods Practice, HCL
Senior Technical Lead
Omni channel as the name suggests is a combination of two words - Omni and channel. It is the existence of products and services at all modes or channels to provide customers, a seamless and integrated experience of shopping. In today's connected...
146
Supply Chain

Jan 09, 2018

Unlocking Omnichannel’s potential with PIM (Product Information Master)

Anurag Anand - Associate General Manager – HCL Retail & Consumer Goods Consulting
Associate General Manager
While numerous articles talk of delivering a seamless omnichannel experience by leveraging such factors as common customer databases, digital, customer interactions, analytics, and socialytics, none of these factors touch upon the backbone of the...
72

Pages

Voice Interaction

Sep 29, 2017

Voice Interactions – A Channel to Better Health Outcomes

Rohit Sethi - Sr. Director - Digital Health & Marketing Platform
Sr. Director - Digital Health & Marketing Platform
Global tech leaders have already invested heavily in Voice technology, with a slew of products designed to assist in daily life activities. Amazon with Alexa, Apple with Siri, Microsoft with Cortana, and Google with Google Assistant, are among the...
453
How Global Trends

Jan 05, 2018

How Global Trends are Shaping the Retail Technology of the Future

Dhanalakshmi Prithivirajan - Senior Consultant - ES-OU-OES-OES Technical
Senior Consultant
This blog portrays how the global trends are shaping the future of Retail sector. It conveys the ideas that can be incorporated using various trending technologies. It clearly gives a vision on the role that technology can play right from...
215
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.
3,551
Chatbot

Feb 08, 2018

How AI Makes Our Life Easy Through Chatbots

Anupa Krishnan - Senior Technical Lead
Senior Technical Lead
The AI inside a chatbot is machine learning and it is known as Natural Language Processing (NLP). NLP has the proficiency to understand a conversation and thus mimic like a human conversation. An AI agent inside a Chatbot achieves the goal through a...
74
Digitize and Delight

Jan 22, 2018

Digitize and Delight: Revolutionizing brick & mortar experience, with digitization

Abdul Gaffar - Deputy Manager, HCL Business Consulting
Deputy Manager
Retailers must reimagine in-store experiences for customers by embracing digital technology. With proper digitization, they can provide personalized consumer engagements and in turn drastically improve the chances of a final sale. This also results...
73
Utilities trend

Nov 21, 2017

Four Disruptive Trends that will Revolutionize the Utilities Sector

Ramesh Menon - SVP & Head of Public Services
SVP & Head of Public Services
Personalization of services has become a key imperative and business driver for utilities. Electricity is being increasingly seen not as a commodity but an experience, and customer experience is set to take off in the segment with customized...
307
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...
939
Patient-Centricity

Feb 01, 2018

Patient-Centricity: Empowering Patients, Enhancing Outcomes – An Empathic Approach to Discovery

Abhishek Shankar - Vice President – Life sciences and Healthcare
Vice President
Putting patients at the center of the value chain benefits not only them and healthcare professionals, but also healthcare organizations that are looking for long-term gains from improved customer loyalty. The focus is on comprehending patient...
62
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...
173

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