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How digitization and data
68
Less than a decade ago, shopping malls were the bustling hubs of commerce but the growth of e-commerce and home delivery has changed that rapidly. By 2021, more than 2 billion customers are expected to make online purchases globally. In today’s...
Blogosphere
15

Jul 07, 2020

Agenda For Next Gen Customer Experiences

Dwaipayan Chakraborty Business Manager, Digital & Analytics

It was three weeks into the COVID-19-induced lockdown, San Lucio was no different from other parts of the world and affected just as much, however, a mid-scale firm in the town was surprisingly resilient. Every business meeting instead of being...
Business Continuity Planning
49
Business Continuity Planning - An amalgamation of the right technology stack, agile organization culture, and proper disaster recovery strategy. A strategy that not only involves planning around the technology but also ensures that all the aspects...
Digital Customer Engagement in the Era of Social Distancing
66

Jul 06, 2020

Digital Customer Engagement in the Era of Social Distancing

Mustafa Sabuwala Principal – Financial Services, APAC

Social distancing norms offers a remarkable opportunity for financial institutions to bolster their digital engagement journeys for products and services that have traditionally been exchanged via face-to-face interaction at the branches. There are...
Digital strategies
22
Companies are going beyond thinking about ‘what technology can do for me’ in terms of internal efficiencies and are now thinking about ‘what technology can do for my customers’ in terms of interacting and creating value for customers
Actionable Data Visualization Experiences
379

Jun 22, 2020

Building Simple, Engaging, and Actionable Data Visualization Experiences

Rakesh Nagpal Senior Solutions Architect, Digital & Analytics

Good designs have a profound impact on business operations and consumption patterns. Creating a story for the user is the aim of visual communication. This kind of communication goes a long way in connecting with consumers, and that's why brands...
Experience Level Agreement
135

Jun 12, 2020

Experience Level Agreement: Shifting Emphasis from Services to Outcomes

Rakshit Ghura Vice President & Global Service Leader – Digital Workplace Services

Read this blog to understand why moving to from SLAs to XLAs model can help enterprises to directly align their end-user’s digital experiences with their business outcomes, increase employee engagement, improve productivity, and reputation.
Key Focus Area
122

May 29, 2020

Key Focus Areas in Retail, Post COVID-19

Amit Puri Associate Vice President

The retail business has been subjected to evolutionary pressure for years now, resulting in innovation on the part of landlords, storefronts, retail operations, service providers, and suppliers alike. Now more than ever before, retail will need to...
Data-driven Customer
94

May 26, 2020

Data-driven Customer Centricity in the Digital World

Saurabh Agarwal General Manager, Digital & Analytics

Human interactions form the very basis of relationships. Whether it is in the real world or the digital one, such interactions are crucial in more ways than one. Foresighted enterprises have understood the need of human interactions and have...
Actionable Data Visualization Experiences
379

Jun 22, 2020

Building Simple, Engaging, and Actionable Data Visualization Experiences

Rakesh Nagpal Senior Solutions Architect, Digital & Analytics

Good designs have a profound impact on business operations and consumption patterns. Creating a story for the user is the aim of visual communication. This kind of communication goes a long way in connecting with consumers, and that's why brands...
Experience Level Agreement
135

Jun 12, 2020

Experience Level Agreement: Shifting Emphasis from Services to Outcomes

Rakshit Ghura Vice President & Global Service Leader – Digital Workplace Services

Read this blog to understand why moving to from SLAs to XLAs model can help enterprises to directly align their end-user’s digital experiences with their business outcomes, increase employee engagement, improve productivity, and reputation.
How digitization and data
68
Less than a decade ago, shopping malls were the bustling hubs of commerce but the growth of e-commerce and home delivery has changed that rapidly. By 2021, more than 2 billion customers are expected to make online purchases globally. In today’s...
Digital Customer Engagement in the Era of Social Distancing
66

Jul 06, 2020

Digital Customer Engagement in the Era of Social Distancing

Mustafa Sabuwala Principal – Financial Services, APAC

Social distancing norms offers a remarkable opportunity for financial institutions to bolster their digital engagement journeys for products and services that have traditionally been exchanged via face-to-face interaction at the branches. There are...
PoV
4,961

Feb 08, 2019

Our Point of View on IBM WebSphere Commerce and Digital Commerce

Marcelo Cabane HCL Informix Global Go-to-Market Head

On December 6, IBM and HCL announced that HCL Technologies and IBM had signed a definitive agreement to acquire select IBM software products, including WebSphere Commerce and Digital Commerce.We understand that while this is very exciting for us at...
Business Continuity Planning
49
Business Continuity Planning - An amalgamation of the right technology stack, agile organization culture, and proper disaster recovery strategy. A strategy that not only involves planning around the technology but also ensures that all the aspects...
Hybrid Cloud
984
As the world continues to become more interconnected through smart devices, social platforms, and digital-native services, the requirement for large scale computing platforms and infrastructure has become imperative. Emerging trends — primarily in...
Key Focus Area
122

May 29, 2020

Key Focus Areas in Retail, Post COVID-19

Amit Puri Associate Vice President

The retail business has been subjected to evolutionary pressure for years now, resulting in innovation on the part of landlords, storefronts, retail operations, service providers, and suppliers alike. Now more than ever before, retail will need to...
Data-driven Customer
94

May 26, 2020

Data-driven Customer Centricity in the Digital World

Saurabh Agarwal General Manager, Digital & Analytics

Human interactions form the very basis of relationships. Whether it is in the real world or the digital one, such interactions are crucial in more ways than one. Foresighted enterprises have understood the need of human interactions and have...

Make ‘Fun’ to sell insurance & reduce cost - “Gamification in Insurance”
Murali Dharan Haragopal - Head of Global Insurance Business Solution Group | March 17, 2016
1269 Views

Did you know? Games share certain characteristics with insurance, business and our lives! Significant common characteristics include uncertainty, challenge, chance, choices, goal, relevance, reward, rules and terms of agreement.


Robots – New era in E –Commerce
Madhusudhan Ranjanghatmuralidhar - ASSOCIATE GENERAL MANAGER | February 29, 2016
1562 Views

Warehouse automation is the need of the hour as delays in deliveries outrage E-commerce customers. Robots have entered this segment and are changing the way companies handle their fulfillment processes. Robots are now collaborating with humans and in some instances working autonomously.

Logistics trends in E-commerce are evolving at fast pace. Over time, companies are looking for alternate ways to ensure rapid delivery to customers to drive business success.

The number of drivers have decreased over the past few years, labor unions have demanded higher wages and fewer hours, and some companies simply do not have the money to spend on hiring additional workers. The “Robotics World” holds the answer to this problem.

Therefore, the current trend is machines replacing humans at logistics operations as they try to keep up with demand from the fast growing e-commerce segment. Amongst the major players in the e-commerce segment, Amazon has been the modernizer by embracing robotic solutions. Amazon was a pioneer in using robots in a fulfillment centers. In 2011 Amazon started using 1,300 robots. Amazon was keen on implementing robots in their warehouse. There are now 15,000 robots spread across 10 of Amazon’s warehouses.

Robots can select items from the shelf (up to 13 pounds), while Freight provides transit through the warehouse. The system includes software to support the robots and integrate with the warehouse environment. With the help of its automated warehouse, Zappos grossed over $ 1 billion in 2009, which eventually led to Amazon.com paying $ 1.2 billion deal to acquire Zappos. Zappos is able to maintain free shipping, a 365-day return policy and delivery within 24 hours of purchase.

Following this trend of robotic solutions, Kerry logistics product customization and consolidation center in Hong Kong is scurrying around six fully automated and programmed robotic “butlers” to speed up the fulfillment of e-commerce orders. Real-time sales orders are transmitted to the robots, and then the warehouse management system indicates the item to be picked up by using a lighting system in which every item is tracked using a barcode. The butlers operate continuously and can pick 280 items per hour, four times faster than by a human.

Another robot manufacturer, Hitachi has developed a two-armed robot that it says can pick up items from shelves in less than half the time required by existing robots. The camera on its arm can locate the requested item while the machine is still moving, which enables it to work more quickly. It should be commercially available in 2020.

Robots don’t require health insurance, lunch breaks, or vacations. They can work 24/7 and don’t fall sick. This is particularly useful during the holiday season when ecommerce merchants typically hire additional warehouse workers. Robots can reduce logistics costs substantially with minimal human intervention.

However using robots also brings forward one major drawback which is inaccuracy. For example in the case where a hopeful customer received a packed dish wash bar instead of phone.

Third-party logistics providers are also converting to automation. The courier firm DTDC in India, uses a 25-arm robot to pick orders at a rate of 3,500 orders per hour, about one per second.

As a spectator to this situation, one can easily foresee robots replacing humans to perform simple repetitive tasks in many industries. In five years a robot will be less expensive than a human employee with benefits.

The entire idea of automation centers on customer satisfaction. Whilst robots and automation will reduce employment opportunities and might lead to inaccuracy in deliveries however it will be paramount in enhance the supply chain efficiency.

Robotics is the best solution for the dynamic and complex challenges faced by in the manufacturing, contract logistics and distribution .Hi-tech solutions will radically remove the challenges faced by the 3PL’s in these segments.

HCL is also focusing in building new solutions and propositions to meet increasing customer expectations in the 3PL industry.


How Customer Satisfaction Scores (CSAT) Can Be Improved
Prafull Verma - Fellow & Practice Leader - Unified Services Management | September 22, 2015
5241 Views

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. If we use both the art and the science of customer satisfaction, we will get better results. It is an art because it is an application of human creative skills, and it is a science because it is a systematic and logical activity.