Customer Experience | HCLTech Blogs

Filter By:

Data has emerged as the lifeline for business across verticals, domains, or industries. From accelerating business intelligence to forecasting, decision-making, and more, the applications of data in businesses are constantly growing, both in depth…
In the age of individualization, we are on the cusp of something revolutionary - Customer Journey Orchestration (CJO).
Even as brands work hard to create exceptional in-store or physical experiences, and digital commerce continues its post-pandemic dream run, there is a cautionary tale to be told to the purveyors of customer-centricity.

Oct 25, 2021

Reinvent GBS: Through the redefined cloud


Sameer Ahluwalia, Vice President, Global lead – Growth Practices and Capabilities, DPO

The COVID-19 crisis has accelerated the transition from monolithic architectures to integrated operations, which combines different business-aligned support functions to create a single operating model. Integrated operations can empower real-time,…

Sep 24, 2021

Future of Operations: Gig Services in Contact Centers


Harkul Ram, Technical Solution Consultant

COVID-19 has disrupted the status quo for most businesses across industries worldwide and forced them to think different and innovate key functions of their CX (customer experience) strategy. Investments in digital and a focus on next-gen…
Contact centers are the customer service centers of enterprises. When customers face issues with access, availability, or administering of a product, they invariably reach out to the contact centers via available channels such as voice, chat, social…

Aug 20, 2021

Fast Forward your journey to Fluid Contact Center with ETP


Kumar Gaurav, Product & Marketing Consultant

The COVID-19 pandemic has changed the mindset of companies on how to handle their customer service operations. Nobody anticipated the temporary changes done by the companies would become a long-term change. Businesses had to work harder to…
In today's contact center business, a company's position is affected by a few keystrokes anywhere in the world. The way a contact center works has completely changed after the coronavirus pandemic, as global companies have shifted to remote work.…

Aug 13, 2021

Seamless Distributed Cloud Experience, with IBM


Rajesh Venkatachalam, Head of HCL IBM Ecosystem Unit

The rapid evolution of networking, from localized on-site configurations to hybrid cloud services architecture has empowered business operations with every iteration. Despite the natural operational advantages on offer, the pace of adoption has been…