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Insight in the haystack
66
Today we live in a digital economy where consumers have evolved in their expectations, preferences, and buying patterns. As a result, retailers are discovering that they need to adapt and engage with their customers in a more personalized and...
Rising Tide
162
The next-generation patient engagement portal (PEP) will track patient journeys from end to end. Automated health chatbots will become an integral functionality of PEPs. Healthcare organizations will be able to use artificial intelligence (AI) to...
Contact Center
1,132
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...
Exacto
281

Aug 21, 2019

HCL’s EXACTO Intelligent Automation Streamlines Bank Trade Processing

Andy Efstathiou Banking Sourcing Research Director, NelsonHall

HCL’s EXACTO Intelligent Automation Streamlines Bank Trade Processing
IA
392
Organizations that use intelligent automation technologies to amplify human potential will stay ahead in the game, while those that don’t will lag behind.
Industry 4.0
468

Aug 07, 2019

Industry 4.0: The next new wave across industries

Debabrata Biswal Head-Telecommunications Vertical-Americas

Industry 4.0 framework is a new mindset geared for Emerging Technologies. As we exit the third industrial revolution marked by process-level automation, business leaders are engaging wit IoT (internet of things), analytics, cloud based...
Integrated Automation
120
Do you want to improve your customer experience? Connect the front, middle, and back of your business with integrated automation
Buzz
70

Jul 11, 2019

What’s All the Buzz About?

Dale Conwell Vice President

From coffee to caffeinated energy drinks, our appetite for a jolt of energy during our workday is part of our history and everyday rituals. Entire industries are built on the behavior. Quantitative evidence aside, how long were you willing to...
Channel Sufring
66
Offering anywhere/anytime connectivity to your brand is great but do you know how many of your consumers are actually speaking with you? You may be surprised to learn it’s a much smaller number than you thought (or want). Are you reaping the rewards...
PoV
3,822

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...
Insight in the haystack
66
Today we live in a digital economy where consumers have evolved in their expectations, preferences, and buying patterns. As a result, retailers are discovering that they need to adapt and engage with their customers in a more personalized and...
IA
392
Organizations that use intelligent automation technologies to amplify human potential will stay ahead in the game, while those that don’t will lag behind.
Customer Satisfaction
5,054

Sep 22, 2015

How Customer Satisfaction Scores (CSAT) Can Be Improved

Prafull Verma 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.
Banking Revolution
1,529
Today, the financial industry is in a state of constant change as it continues to evolve through demanding client needs and regulatory/compliance requirements. Beyond regulatory scrutiny and competitive stress from internal and external stakeholders...
Big Data
1,379
In the rapidly diversifying retail ecosystem and evermore rapidly changing customer tastes and preferences, the search for the most effective marketing and sales strategy is of monumental significance. Predictive analytics, which marries big data...
Contact Center
1,132
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...
Next Generation
260

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...
Digital Customer
227
The advent of smartphones, smart appliances, artificial intelligence (AI), and machine learning (ML)-enabled cars has caused a shift in the way customers experience services. With the role of technology in the lives of customers increasing every day...

Make ‘Fun’ to sell insurance & reduce cost - “Gamification in Insurance”
Murali Dharan Haragopal - Head of Global Insurance Business Solution Group | March 17, 2016
1199 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
1473 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
5054 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.


How End User Automation is Addressing Business Needs
Kriti Arora - Senior Manager | September 10, 2015
1071 Views

The CIOs of the world are facing the pressure of running the show against the backdrop of reducing IT budgets. So much so, that CIOs need to rethink how IT infrastructure services are delivered. To be able to strike a balance between the hindrances created by legacy systems and leverage the advantages of new technology, the new model needs to ensure flexibility. The constituents of this new model should be able to adapt to the changing business needs.


How is healthcare transformation improving customer engagement
Amit Mody - Associate Vice President - Solutions For Payer/Provider | September 4, 2015
429 Views

The key to winning customers is providing greater transparency in cost of care, billing, personalized actionable information, information on preventive care

The Digital Revolution - Why and How It Started?
Kalyan Chatrathi - ASD | February 16, 2015
308 Views

Digital


Customer Feedback Tools
Manikandan Ramaswamy - Technical Specialist | February 4, 2015
655 Views

There are numerous customer feedback tools. By comparing the different measurements, we can conclude that each has its own applicability, and limitations.


Will Data be the next payment method?
Balaji RS - VP and Head Of Financial Services | January 15, 2015
186 Views

I was talking at the FST Conference in Sydney last year on Next Generation Customer Experience. Majority of the questions I was asked were around the ROI on big data analytics, which set me thinking on how do you identify the part of the value chain to focus for highest benefit realization. A lot has been written around the use of unstructured data in driving targeted one-to-one offers helping generate higher revenues at better conversion rates.


Wearable Glass Technology - Will you buy it?
Navin Saini - Project Manager | January 8, 2015
635 Views

Wearable Glass


Enhancing the customer journey with data driven personalization for digital retail
Anil Khanduja - Vice President | November 29, 2019
66 Views

Today we live in a digital economy where consumers have evolved in their expectations, preferences, and buying patterns. As a result, retailers are discovering that they need to adapt and engage with their customers in a more personalized and targeted manner.

Given the current maturity levels, retail enterprises have little choice but to utilize every tool in their digital arsenal to deliver to the promise of their customer’s personalized experience. Read the blog to know more.