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Data has emerged as the lifeline for business across verticals, domains, or industries. From accelerating business intelligence to forecasting, decision-making, and more, the applications of data in businesses are constantly growing, both in depth…
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
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,…
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…
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…
In today's contact center business, a company's position is affected by a few keystrokes anywhere in the world. The way a contact center works has completely changed after the coronavirus pandemic, as global companies have shifted to remote work.…
Aug 13, 2021
The rapid evolution of networking, from localized on-site configurations to hybrid cloud services architecture has empowered business operations with every iteration. Despite the natural operational advantages on offer, the pace of adoption has been…
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…
Jan 08, 2015
While numerous articles talk of delivering a seamless omnichannel experience by leveraging such factors as common customer databases, digital, customer interactions, analytics, and socialytics, none of these factors touch upon the backbone of the…
Oct 13, 2020
Reinventing organisations towards growth in the current VUCA climate with digital strategies
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
May 29, 2020
The retail business has been subjected to evolutionary pressure for years now, resulting in innovation on the part of landlords, storefronts, retail operations, service providers, and suppliers alike. Now more than ever before, retail will need to…
The retail and CPG industry is known to be innovation friendly, but the pandemic showed that even the retail giants were not digitally prepared to take on a disruption of this nature. The new normal has opened new avenues for this fast-moving…
May 19, 2021
In the “Tools of the Trade” series, we focus on commonly used customer experience tools and practices. The series kicked off with empathy mapping, a common yet often misused and misunderstood customer experience (CX) tool that is often confused with…
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…
Apr 20, 2021
The next wave of Cloud investments need to be based on business growth, agility, and customer experience as the motivation factors over cost, consolidation, or data center exit strategies. This blog details how digital enterprises of tomorrow can…