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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,…

Oct 07, 2021

Marketing strategy that works in the post pandemic world


Ashish Kumar, Associate General Manager

There is no one-size-fits-all solution when it comes to devising a marketing strategy in the digital age, one that is marked with a lot of uncertainties. Read this blog to understand some of the best practices marketers can follow to reap benefits…
Factors such as product underutilization, poor implementation, and limited knowledge contribute to the overall ineffectiveness of asset management. Therefore, the utilities are looking to improve their asset management system for tighter integration…

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 27, 2021

Accelerate Bank 4.0 with HCL Ziva


Raman Sharma, Associate Director

The generally used term “banking hours” has lost its relevance these days. It’s because banking is as much impacted by hyper-consumerism as any other business. Therefore, it requires banks to be always available to support banking needs. A customer…

Aug 20, 2021

Fast Forward your journey to Fluid Contact Center with ETP


Kumar Gaurav, Associate Consultant and Solutions Architect

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…