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CX Tools of the Trade
13

Feb 26, 2021

CX Tools of the Trade - Part 1

Sandra Mathis Director, Digital & Analytics

Like a dripping, leaky pipe, customer dissatisfaction and churn sound similar. Customers rarely leave without warning; they often signal their discontent multiple times before parting ways. Byt he time underlying issues are addressed, the damage...
insurance nomads
17

Feb 09, 2021

The secret to retaining insurance nomads

Ashutosh Uniyal Associate Vice President, Financial Services, ANZ

Customers are going digital in all aspects of their life, and insurance is no different. Insurance providers must implement smart CRM solutions to keep up with customers’ changing needs and priorities to retain the business they bring for their...
Three Tips
33

Feb 09, 2021

From Data Overload to Decision Analytics with Contact Center AI – Three Tips

Julian Frank Deputy General Manager & Senior Solutions Architect

From visiting the brick and mortar stores for shopping to saving the products in the ‘e-cart’, customers have evolved and so have their buying journeys. This evolution demands that even enterprises evolve in their business strategies, so that their...
Leveraging CRM integration
22

Feb 01, 2021

Leveraging CRM integration capabilities to keep loyal customers loyal

Leon Tribe Business Applications Community leader

Leveraging CRM integration capabilities to keep loyal customers loyal
Insurance spotlight
31
Insurance spotlight: Boost productivity at the front lines with covalent AI–human agents
KubeVirt and OpenShift
175
In this blog, Nitin Tandon and Amit Sharma delineate the importance of Container-native virtualization and how it can help enterprises accelerate the importance of the container platform and this will improve the availability of the application...
The Future of eCommerce
41
Companies can no longer simply rely on a brand name to ensure growth and customer loyalty. Customers are increasingly adopting the digital “lifestyle,” and it is imperative that companies proactively prepare for their future in a digital economy. It...
EPS
110

Jan 20, 2021

User Experience (UX) Redefined with Intelligence

Subhayu De Sarkar Senior Technical Specialist SAP

Moving with shifts in the global technology paradigm, SAP has focused on adopting AI capabilities in their products to offer transformation to intelligent enterprises. SAP has infused the power of intelligence into their UX, opening up new avenues...
Designing Multi-experience Contact Centers Powered By AI
193

Jan 15, 2021

Designing Multi-experience Contact Centers Powered By AI

Yatindra Mahajan Practice Head – Networks and Contact Center Services

In most cases, poor omnichannel CX strategy ties back to poor execution to boost customer engagement. Organizations have simply bolted on multichannel support in their contact center operations for new channels like social media, web chat, and SMS....
ADvantage™ Pega Experience Amplifier
2,166
In a digital world where the customers are spoiled for choice by the competition, enterprises embarking on developing digital marketing capabilities spend a considerable amount of time in implementing solutions and identifying the right potential of...
Designing Multi-experience Contact Centers Powered By AI
193

Jan 15, 2021

Designing Multi-experience Contact Centers Powered By AI

Yatindra Mahajan Practice Head – Networks and Contact Center Services

In most cases, poor omnichannel CX strategy ties back to poor execution to boost customer engagement. Organizations have simply bolted on multichannel support in their contact center operations for new channels like social media, web chat, and SMS....
Executing Digital Strategy: The Way Forward for Business
437

Aug 18, 2020

Executing Digital Strategy: The Way Forward for Business

Shobhit Kumar Associate Vice President & Head of Digital & Application Services Business Acquisition

The British consumer is among the most digital-savvy in the world with the average Briton spending 24 hours a week online, and 62 percent of that time on a smartphone—all in a digital ecosystem.
KubeVirt and OpenShift
175
In this blog, Nitin Tandon and Amit Sharma delineate the importance of Container-native virtualization and how it can help enterprises accelerate the importance of the container platform and this will improve the availability of the application...
PoV
5,629

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...
Data Consciousness
251
Data is undoubtedly the “new oil” but are organizations changing themselves enough to be data-driven? Probably not. Traditionally, organizations have done well to be “data-aware” but the journey from there on has been slow. Organizations need to go...
Experience Level Agreement
720

Jun 12, 2020

Experience Level Agreement: Shifting Emphasis from Services to Outcomes

Rakshit Ghura Vice President & Global Head - 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.
B2B Sales
509
The pandemic has an overarching effect on every aspect of business, even the thousands of executives that deal with front facing sales roles. The shift in the way of doing business that has significantly included collaboration technologies, will...
Three Tips
33

Feb 09, 2021

From Data Overload to Decision Analytics with Contact Center AI – Three Tips

Julian Frank Deputy General Manager & Senior Solutions Architect

From visiting the brick and mortar stores for shopping to saving the products in the ‘e-cart’, customers have evolved and so have their buying journeys. This evolution demands that even enterprises evolve in their business strategies, so that their...

Make ‘Fun’ to sell insurance & reduce cost - “Gamification in Insurance”
Murali Dharan Haragopal - Head of Global Insurance Business Solution Group | March 17, 2016
1344 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
1708 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
5494 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.