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Next-Gen CS for a post-COVID world
11

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
192

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
273

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...
Scaling Growth Digitally in COVID times
163

Aug 12, 2020

Scaling Growth Digitally in COVID times

Shiva Mathur Vice President – Customer Success Retail & CPG

The COVID-19 pandemic has been a decisive factor in crafting business models and engagement strategies. Physical distancing, greater focus on hygiene and welfare, and the shift in communication channels have all contributed in some manner towards...
Experience Integrators
54
Oliver Hussick, Principal Consultant, WXC Digital Workplace Experience & Transformation, goes into why service integrators must evolve to become experience integrators, keeping the people they serve at the center.
Digital Dexterity
103

Aug 10, 2020

Digital Dexterity will sustain the loyalty of digital-savvy consumers

Rajesh Srivastava Senior Vice President, Financial Services, North America

A recent report from McKinsey shows that the world has jumped five years forward in consumer & business digital adoption in a matter of around eight weeks. According to a June 2020 survey by DXC, 54% of US Insurance consumers said that using an...
Enhancing Customer Experience: A Key Driver of Digital Transformation
27
Digitization enables industries to adapt to growing consumer expectations. For the healthcare industry, with the right technology, healthcare providers can control costs and mitigate manifold critical challenges. Cutting-edge digital platforms...
Data, Digital & Dreams
57
Marketing for business-to-business (B2B) is changing as the remote economy offers new tools and platforms for engagement. Marketers need to embrace digital, power their decisions through the lens of data and conjure dreams that speak to their...
Reshaping Customer Engagement with Chatbots
100

Jul 21, 2020

Reshaping Customer Engagement with Chatbots

Sonam Mewar Manager, Digital & Analytics

In a rapidly evolving technology and product development landscape, it is increasingly important to have a well laid out customer engagement structure in order to stay competitive. But for organizations, operating at a larger scale on a regional,...
PoV
5,237

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...
B2B Sales
200
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...
Order to Cash
273

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...
Experience Level Agreement
489

Jun 12, 2020

Experience Level Agreement: Shifting Emphasis from Services to Outcomes

Rakshit Ghura Vice President & Global Service Leader – 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
192

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.
21st Century Customer Experience and Journey
2,300

Aug 24, 2016

Predict outcomes, Deliver experiences to be an enterprise for the digital age

Jaco Van Eeden Executive Vice President – Digital Consulting Practice

How can businesses living in the 20th century comprehend the needs and desires of this 21st-century customer, and what does this mean for their technological partners?
Business Continuity Planning
105
Business Continuity Planning - An amalgamation of the right technology stack, agile organization culture, and proper disaster recovery strategy. A strategy that not only involves planning around the technology but also ensures that all the aspects...
Store Digitization
1,279
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...

Make ‘Fun’ to sell insurance & reduce cost - “Gamification in Insurance”
Murali Dharan Haragopal - Head of Global Insurance Business Solution Group | March 17, 2016
1296 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
1592 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
5298 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.