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HCL Technologies

Digital Customer Experience for Application Management Services

Interaction with customers through digital channels is extremely critical as the world goes digital through mobile and online services. Customer experiences need to be more engaging and well-informed. Besides, they need to feel connected every single moment. It is now a challenge for brands to bring about organizational calibration through technology and proper investment. 

Digital Customer Experience offers sub-second response of consumer behaviors to the digital teams for analyzing, monitoring and enhancing customer experiences. Every customer expects to be consistently served across all digital platforms and product areas. The solution offers a real-time digital dashboard for latest product launches, heat maps for consumer digital interactions, web analytics, social shopping widgets and social monitoring. Application development forms another important touch point when considering superior customer experiences. Web applications are gaining increasing popularity. This brings us to another aspect; application management services.

Application Management Services ensures that business applications are managed consistently to offer a secure and high-performance platform. Application Outsourcing is increasing on a larger scale with a worldwide CAGR of 7.7%, where Application Management and Operations make up majority of all Application services.

Most of the organizations today are operating on global scale. The operations happen over a multi-national and multi-locational environment. This is why managers need to balance the demands of managing operational costs, revenue generation as well as enhancing customer experience. In order to make this global challenge local, organizations ought to have clearly defined processes to design, manage and bring about change in the multi-site business if they want to succeed.

By identifying usual versus local processes, and by drawing observations from activities, one can easily build organizations that balance global efficiency with a focus on local market. But, unless they are managed in a way they were supposed to, and each change is effectively implemented across every location, they will rapidly start behaving the way they used to, after appearing to change. Most successful organizations are the ones who respond to the challenges, provide with solutions, and create full-bodied mechanisms for designing, managing and implementing change across their multi-site businesses.

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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.