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Technology | Customer Experience
Digital Customer Experience

Dec 06, 2018

Digital Customer Experience: Making Customer Experience (CX) better

Michael Woodworth - Senior Consultant
Senior Consultant
Consumers expect digital services that are personal, self-servicing and available 24/7. For many Utilities providers, the first step toward digital customer experience transformation is delivering a best-of-class, on-demand system for customers to...
24
Customer Experience

Dec 03, 2018

Customer experience platforms in Utilities

Praveen Gupta - Technical Lead
Technical Lead
The centuries-old utilities model is declining as quickly as digital technology is advancing. First, smart grids began to monitor home-energy usage, generating a massive volume of data-driven insight. Then smart devices allowed customers to control...
60
Retail

Nov 30, 2018

How Technology Platforms & emerging markets are reshaping the Retail CPG industry

Ajai Kumar - Vice President - Engineering R&D
Vice President
With increasing cost pressures and ever demanding consumers, Retail CPG industry is in for some interesting times (to say the least). However, this also presents a huge opportunity for companies to revolutionize the industry. The emerging markets...
784
Bigdata

Nov 26, 2018

Finding Big Data utility for the Utility sector

Gaurav Sharma - GM & Head-NGDC PMG
GM & Head-NGDC PMG
No sector can claim to be as crucial to customers as the utility sector. Simple reasons: they are responsible for the most essential ingredients of our modern life and eventually our existence. But no sector can also claim to be so slow in...
37
Marketing Automation

Oct 16, 2018

Mindshare over Marketshare - Demand Generation & Marketing

Paresh Vankar - Global Head of Marketing - Financial Services
Global Head Of Marketing
What is it like to market technology solutions to the largest financial institutions in the world? Paresh Vankar was recently interviewed by the Ziff Davis Publications, US. In a wide ranging, two-art interview, he spoke on his favourite books,...
47
Chatbpot

Aug 07, 2018

How Chatbots Improve the Insurance Value Chain

Prasannavenkadesh Sankar - Senior Business Manager
Senior Business Manager
While looking for automation possibilities for the key insurance business processes, mostly the repeatable, the cynosure of the insurance industry is shifting toward macro and micro components of the value chain.
298
Customer Support

Jul 12, 2018

IoT and the future of Customer Support

RAHUL PODDAR - Associate Director, HCL BServ
Associate Director, HCL BServ
Customer experience transformation tools and platforms have pushed the boundaries of innovation in contact center support. More and more organizations are now trying to chart a transformation plan in the way they look at providing support to their...
344
Voice Interaction

Jul 03, 2018

Voice Interactions – A Channel to Better Health Outcomes, Part 2: For HCPs

Holger Semsch - Director & Head EU LSH Consulting
Director & Head EU LSH Consulting
As value-based healthcare gradually replaces the traditional fee-for-service model, enhanced patient health outcomes will inevitably help HCPs. A study from 2016 unearthed that physicians spend nearly 50% of their time in office on paperwork....
166
Pharma

Jun 29, 2018

Artificial Intelligence Transcends Pharma Cybersecurity

Ashwini R - Senior Management Trainee, Life Sciences- Business Solutions Group
Senior Management Trainee
AI-powered cybersecurity systems will not be replacing humans, but empowering them in order to survive the sophisticated and increasingly intelligent attacks. In order to get the most out of AI in cybersecurity, the pharma industry needs to...
241

Pages

Retail

Nov 30, 2018

How Technology Platforms & emerging markets are reshaping the Retail CPG industry

Ajai Kumar - Vice President - Engineering R&D
Vice President
With increasing cost pressures and ever demanding consumers, Retail CPG industry is in for some interesting times (to say the least). However, this also presents a huge opportunity for companies to revolutionize the industry. The emerging markets...
784
Customer Experience

Dec 03, 2018

Customer experience platforms in Utilities

Praveen Gupta - Technical Lead
Technical Lead
The centuries-old utilities model is declining as quickly as digital technology is advancing. First, smart grids began to monitor home-energy usage, generating a massive volume of data-driven insight. Then smart devices allowed customers to control...
60
Changing Retail Landscape

Mar 01, 2018

Changing Retail Landscape on the back of Advanced AI & ML

Ajai Kumar - Vice President - Engineering R&D
Vice President
Isn’t it cumbersome for us to access shopping websites on the internet and needing to fill our details over and over again? Don’t we expect software to come to our rescue and chart our shopping tastes, choice patterns, and brand preferences? When it...
1,385
Digital Customer Experience

Dec 06, 2018

Digital Customer Experience: Making Customer Experience (CX) better

Michael Woodworth - Senior Consultant
Senior Consultant
Consumers expect digital services that are personal, self-servicing and available 24/7. For many Utilities providers, the first step toward digital customer experience transformation is delivering a best-of-class, on-demand system for customers to...
24
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.
4,497
iAssure

Jun 27, 2018

Assuring true digital transformation with the power of A.I.

Amit Gupta - SVP & Global GTM Head for HCL DRYiCE
SVP & Global GTM Head for HCL DRYiCE
Many organizations – often with primitive IT systems, processes & high dependency on humans are often pushed into ‘point’ digital transformation programs to stay relevant. To deliver enterprise-wide digital transformation, organizations are...
295
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...
787
Store Digitization

Dec 26, 2017

‘Store Digitization’ – the solution to bridge the digital gap between customers and stores

Madhusudhan Kandula - Associate Business Manager – HCL Retail & CPG Consulting
Associate Business Manager
To deal with knowledgeable digital customers, stores should not think twice in adopting digital tools. But a proper assessment has to be done to choose the right digitizing services because every retailer need is different and also every initiative...
553
Chatbpot

Aug 07, 2018

How Chatbots Improve the Insurance Value Chain

Prasannavenkadesh Sankar - Senior Business Manager
Senior Business Manager
While looking for automation possibilities for the key insurance business processes, mostly the repeatable, the cynosure of the insurance industry is shifting toward macro and micro components of the value chain.
298

Pages

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