Forrester research shows that since 2007 the average customer experience in the industries has gone up and the number of bad customer experiences has dropped down to minimal. But according to the latest predictions, 2015 is not a good time to provide an average customer experience. Customers are empowered more than ever and they have been interacting with numerous companies to get the best experience.

Next year companies will invest more on technology to stand out of the crowd by having a superior customer experience and soon the average customer experience companies will not be appreciated. This digital race from good to great customer experience will hit the gas pedal, and government & public sector companies will also be part of it.

Forrester says the next level of customer experience is an emotional interaction. Analytics on customer data from extended sources like social media platforms, campaign management platforms, mobile apps, and loyalty programs needs to be used to provide a more emotional interaction with the customer. This data is further used to personalize interactions in real time to transform the needs and wants of individual customers. The battle ground is shifting to new areas based on customer needs and companies should be prepared to explore them.

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Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

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According to Gartner, by 2017 80% of consumers will collect, track and barter their personal data for cost savings, convenience and customization. Siloed approach, prevalent in many enterprises hinders the shift to a digital business. Evolution from a channel-centric, operational mindset to a customer-centric approach is critical for enhancing digital customer experience
Today’s systems need to be transformed to leverage a ‘unified data architecture’ wherein current data should be used to build an intelligence repository that powers innovation and governance in delivering a rich user experience.

The near future is all about personalization and user experience wherein sophisticated systems will need to be packaged into applications made accessible to end users to meet their customized business and personal needs making BI available at customer’s finger tips

BI focus is now centered in a ‘Sweet Spot’ where ‘Ad hoc Query’ meets ‘Dynamic OLAP’ leading to

– Data discovery technologies (on ‘Data Lakes’ -> fusion of     repositories, XML, NoSQL, and DB)
– Interactive reports
– Big data and real time data together, aiding decision making     systems

Enterprises can look for virtualization / cloud technologies for enhancing the customer experience. This will help lower the cost and help with integration, transformation and expansion of their current systems.

In10stech

Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

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By McKinsey & Company

McKinsey & Company says that companies like Apple & Amazon deliver products & services swiftly; with a seamless user experience has raised the bar of user expectations. Customer wants their services from utility to bank operations to be done instantly. Customer would pay a premium for services that are around-the-clock available, real-time fulfilment, with a personalized treatment, global consistency, and zero errors.

To meet such demands companies should not only digitize a single business process but reinvent the entire business process by reducing the number of steps, go paperless, faster query resolution, automated decision making, dealing with regulatory and fraud issues, etc. Such organizational changes results in reduced operating costs, and 90% of turnaround time.
Continue reading Accelerating the digitization of business processes

In10stech

Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

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 Shishir Kumar (Market Research Analyst)
Date: 26/08/2014
Indian insurance market today is primarily dependent on push, tax incentives and mandatory buying for sales. There is very little customer pull, which will come from with increasing savings and disposable income. With the recent increase of FDI limit to 49% from 26% has put more pressure on public insurance companies to maintain their market share.

Continue reading Enterprise Agility in Public Sector Insurance

In10stech

Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

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jayant Jayant Dwarkanath (CEO)
Date: 13/08/2014

NASSCOM did a Face 2 Face session with Jayant to know how Intense got into a niche domain of “Digital Transformation” even before it became the next phase of evolution for organizations. Below is transcript of the interview.

Q: Why did Intense choose to foray the enterprise software product domain? At a time when India’s software industry was focusing on IT services, what made you decide on software products?
A: When we started Intense Technologies, the IT outsourcing /wage arbitrage model had already been well established. However, despite services opportunities available aplenty, the challenge of creating something on our own and the model of ‘build once – sell many’ excited us more. The founding team had left behind promising multi-national careers and it was important for us to build our futures on what excited us most. Also, as first-time entrepreneurs, we may have been naïve in following our instinct than established practice. Nevertheless, we backed ourselves and took the leap of faith and while we have worked to our riches, the journey has certainly been enriching! We sometimes wonder how things would have been had we followed the then conventional wisdom of pursuing services opportunities. I am sure we would have been struggling to pursue a product strategy!

Continue reading NASSCOM’s Face 2 Face with Jayant Dwarkanath (CEO)

In10stech

Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

More Posts - Website - LinkedIn

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