By Ajay Kumar Omer
When chatbots arrived a few years ago, they were deployed to augment customer care and improve call center efficiencies. Increasingly, we are seeing chatbots in the pivotal role of driving the customer experience as they move beyond supporting customer care.
This shift is being precipitated by changes in consumer behavior and advancements in technology. Chatbots continue to evolve with improvements in artificial intelligence (AI), voice recognition and other related technologies. Meanwhile, consumers no longer purchase just products and services: they are buying the entire brand journey experience from discovery to post-sale.
Syfte’s team to join Designit, increasing the design services available for Asia Pacific clients.
Bangalore and Sydney, December 11, 2018: Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO), a leading information technology, consulting and business process services company, today announced that it has taken over the strategic design consulting team at Syfte, an Australian design agency which uses human-centred design thinking to solve compelling client challenges. …
by Todd Murphy
Consumerism has entered the healthcare vernacular over the last several years. Despite this, many healthcare leaders have struggled to realize its value because they don’t know how to integrate it into their business models or how to develop and apply metrics to measure the success of their healthcare consumerism initiatives.
As a global leader in digital transformation for healthcare, Appirio can provide a complete perspective on healthcare consumerism strategy. Our digital transformation experts can help you identify benefits, drive positive results, and provide a Salesforce implementation roadmap for all your health systems.
by Richard Gatewood
Technology Director, Digital Experience (DX)
As people increasingly interact with businesses online and turn to self-service, important business relationships are being cultivated through portal interactions. Yet since portals have largely been deployed as point solutions for internal business silos, businesses are often slow to unify and upgrade the portal experience. Each business area often defines a separate portal experience. Unfortunately, customer portals for sales, service, and support are often created on legacy platforms and communicate with back-office systems of record without much flexibility or agility. A customer who wants to check the status of an order…
Global Head, Field Service Management & Solutions
Ride-sharing services like Uber and Lyft are not only changing the way people hail a taxi, they’re poised to upend the entire service industry. From WIFI installations to appliance repairs, people now expect an experience that allows them to track the whereabouts and estimated arrival time of their service technician, much like the way ride-sharing apps allow them to check on their driver. …
by Garima Jain Global
Dr. Madhusudan Pai
Director of Global IoT Partner Engineering
Autonomous vehicles (AVs) have held the attention of futurists and technology enthusiasts for some time as evidenced by the continuous research and development in autonomous vehicle technologies over the past two decades. Rapid advances in robotics, artificial intelligence, computer vision, and edge computing capabilities are resulting in machines that can potentially think, see, hear, and move more deftly than humans. AVs in the form of self-driving cars have become the subject of both hype and intense competition among auto majors and technology companies…
by Namit Bhargava
Head of Digital Sales, Digital Transformation
Business-to-business (B2B) digital marketers are increasingly taking a page out of the consumer marketing playbook by serving potential customers personalized experiences and targeted content. They’re adopting these tactics because their customers are behaving like consumers when it comes to making purchase decisions. …
A great mortgage customer experience is hugely important for Allied Irish Bank (AIB). Yet in the first half of 2016, AIB experienced a drop in its Net Promoter Score. The bank hired Wipro Digital to design and deliver a new, exceptional mortgage customer experience, starting from the customer’s perspective. The results to date have been received favourably and the programme has set a new standard within the bank.
by Avikranjan Sarkar
Senior Business Executive
In the past, technological leaps forward were followed by decades during which innovation continued at a steadier pace. A century separated the beginning of the First Industrial Revolution, in which steam power gave rise to the factory, and the start of the Second Industrial Revolution, in which rapid industrialization led to mass mechanization. Another hundred years passed before the Third Industrial Revolution arrived in the 1980s, introducing the personal computer, the internet, and information technology. It would be logical then to conclude that businesses still have time to…
by Sitaram Mohan
Global Head of Pega Practice and Solutions
For consumer-facing businesses, commercial success was once defined by product quality, price, and post-sales service. This era is clearly now over. Product-focused characteristics do continue to factor importantly in commercial success, but with a caveat: customer engagement and experience must now be a major part of the mix. One study estimates that by 2020 customer experience will become the most critical brand differentiator, overtaking price and product. Moreover, 86% of customers would be willing to pay a premium for a better experience.
We now live in an expectation economy…
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