Vitalizing Customer-Centricity with Cloud-enabled Design Thinking and Intelligent Automation | HCL Technologies

Vitalizing Customer-Centricity with Cloud-enabled Design Thinking and Intelligent Automation

Vitalizing Customer-Centricity with Cloud-enabled Design Thinking and Intelligent Automation
October 07, 2021

While the innovations in cloud have continued over the past decade, its impact is more pronounced now as stay-at-home has become the norm. Organizations have invested aggressively in cloud solutions and cloud-enabled services for their operations across the world. While the focus of adopting a cloud culture is on achieving increased agility, they have been moving workloads from on-premises to the cloud swiftly. However, enterprises have been adopting cloud for more than just accessibility. The discussions before Covid were to achieve strategic business goals using cloud as a technology backbone. Simply moving workloads to the cloud is not enough to accomplish all the business, technical, and commercial goals. The IT and operations teams need to rethink the cloud implementation exercise to maximize business value.

Cloud Strategy: The key to establishing a customer-first culture

In the transformational phase, businesses view cloud as  the support they need to accelerate their strategic goals. But seldom do the deployments deliver expected outcomes. Why? The reason in most cases is that during the deployment, IT fails to constantly interconnect with the business expectation. This disconnect impacts the adoption and speed of cloud-enabled services, and hence the real value is usually questioned.

Often, many customer-facing businesses create their cloud strategy to enhance their digital user experience. However, multiple silos across the applications and cloud groups create integration challenges that impede organizations from bringing consistent consumption models to users in the initial iterations. Plus, the focus on the speed of cloud adoption inhibits the business from making the applications cloud-ready to extract their full benefit.

Businesses must focus on servitization  and break down silos to expedite adoption, implementation, and outcomes. The cloud strategy has to vitalize agility, scalability, and customer-centricity and not only look at the transformation initiatives as extensions of technological upgradation. Such a culture thrives on a holistically evolved ecosystem and transparency. Steadfast, insight-driven decision-making is the key to establishing such a customer-facing culture.

Smart Enterprise: Engaging with customers intuitively

To right-pace business transformation, what is truly needed is a strategy that would help build a responsive, scalable, and resilient organization with a focus on business outcomes. Aligning industry needs, organizational goals, and unique customer conditions while leveraging cloud capabilities will maximize business value. In other words, enterprises have to be to bring in a well-rounded change to how customer expectations are met through innovation.

For this, the imperative is to rethink the design and consumption of the cloud. An outcome-oriented cloud design is favorable to accelerate business transformation. The approach is to regard the cloud as an accelerator that delivers growth, agility, and experience. The key will be to focus on the right process and tools that enable the holistic servitization of all cloud capabilities. Enterprises must develop and maintain a customizable platform that can bring new capabilities to the business whenever available while automating every aspect of management and platform delivery. Once the cloud initiatives have reached a certain stage of maturity, enterprises must focus on using a hybrid cloud to servitize all aspects and make their offerings available anywhere, anytime.

For instance, the BFSI industry is witnessing a rapid implementation of intelligent automation. Apart from automating the core functions and accounting processes, enterprises are also automating various other operations that are helping the teams generate deeper insights from the generated data. With intelligent financial planning and analysis, enterprises are gaining vital insights on market expansion opportunities and pricing strategies, among others.

This is where HCL’s Cloud Smart strategy offers critical value to future-facing enterprises wanting to unlock consumer experience through intelligent use of the cloud.

The HCL Cloud Smart strategy

Years of experience and consistent focus on innovation have been HCL’s forte, and we have now developed the Cloud Smart strategy to help businesses accelerate their digital initiatives with the intelligent use of cloud services. HCL’s Cloud Smart strategy enables enterprises to cost-effectively experiment with their products and services and innovate value-added offerings for their customers.

Smart factors

Figure 1: The HCL Smart factors

Along with maximizing business value, the Cloud Smart strategy helps enterprises efficiently enhance customer experiences with the servitization approach. To fulfill this objective, HCL leverages extreme automation, high observability, and design thinking to address complex business scenarios. A host of solutions, accelerators, and partnerships ensure end-to-end planning, consulting, R&D, deployment, and change management support.

For more information about HCL Cloud Smart and how it can help your organization, click here.