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Data Consciousness
10
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...
Future of the customer engagement journey in utilities
82
Customer relationship is one of the key parameters of success for any organization. It is a two-way street between the company and its customers. In a relationship, if one party is changing the perception drastically, then others should also change...
SAP
36
Brands now need to leverage the powerful ability of influencers to boost sales funnel conversions, retain customers through meaningful engagement, and increase ROI. Only a handful of applications, however, provide the full range of functionality...
ADvantage™ Pega Experience Amplifier
1,569
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...
VUCA
165
Despite the VUCA challenges, this global change will not only future-proof businesses but also help them deliver value with meaningful products and services through business models that account for risk as well as cost
New Era of Digital Economy
83
Today in the era of digital transformation, being agile and agility mindset is taking center stage in the enterprises. Experience has proved that Business Agility is necessary for a wider organization to reach with a higher degree of benefits as...
Next-Gen CS for a post-COVID world
52

Sep 28, 2020

Next-gen Customer Service in a Post-COVID World

Monica Nandwani General Manager, CLM at Digital Process Operations

The sudden and devastating rise of the COVID-19 pandemic has radically transformed the lives and livelihoods of billions. Never before has the world experienced a disruption of this scale as it has challenged the very foundations of our systems and...
Executing Digital Strategy: The Way Forward for Business
315

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.
Order to Cash
425

Aug 17, 2020

Order to Cash – Panoramic view from the COVID Horizon

Yashi Sharma F&A Practice Lead, Digital Process Operations

What is keeping the CFOs up in COVID situation is uncertainty about a range of rapidly moving issues that includes how to track cash flows, financial planning, analyzing the company's financial strengths and weaknesses and proposing corrective...
ADvantage™ Pega Experience Amplifier
1,569
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...
Future of the customer engagement journey in utilities
82
Customer relationship is one of the key parameters of success for any organization. It is a two-way street between the company and its customers. In a relationship, if one party is changing the perception drastically, then others should also change...
PoV
5,426

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...
Next Generation
407

Jul 10, 2019

Powering the Next Generation of Marketers

Paresh Vankar Vice President, Marketing

Paresh Vankar writes on branding in the age of digital and how companies are deploying martech to make their workforce more efficient and agile. He defines the next-gen marketer who is equally tech-savvy and creative and deploys technology to...
Experience Level Agreement
603

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.
Executing Digital Strategy: The Way Forward for Business
315

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.
B2B Sales
351
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...
Contact Center
1,369
If there is one industry which can be revolutionized with the advent of Analytics, AI and ML technologies, it is in the Contact Center (CC) space. Today, 9 out of 10 businesses differentiate themselves based on Customer Experience (CX) and Employee...

Make ‘Fun’ to sell insurance & reduce cost - “Gamification in Insurance”
Murali Dharan Haragopal - Head of Global Insurance Business Solution Group | March 17, 2016
1325 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
1631 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
5367 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.