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Assuring a Higher ‘Net Promoter Score’ with IIoT

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During the recent ARC Forum, Matt Orcutt, Director, Customer Experience, Ingersoll Rand Residential HVAC delivered a presentation on adoption of digital technologies including IIoT to improve the overall customer experience. The approach involved examining the interactions with the customer across the website, sales, distributors, self-service portal, call center, social media and IoT. The objective is to assure each phase of the customers’ experience across the buying and use lifecycle supports a satisfied customer. Proactive Customer Experience What is the role of IIoT for this broader view of customer satisfaction? For equipment manufacturers, IIoT offers the ability to deliver a more holistic view of the customer experience beyond failure prevention and design optimization. IIoT provid...

Assuring a Higher ‘Net Promoter Score’ with IIoT

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During the recent ARC Forum, Matt Orcutt, Director, Customer Experience, Ingersoll Rand Residential HVAC delivered a presentation on adoption of digital technologies including IIoT to improve the overall customer experience. The approach involved examining the interactions with the customer across the website, sales, distributors, self-service portal, call center, social media and IoT. The objective is to assure each phase of the customers’ experience across the buying and use lifecycle supports a satisfied customer. Proactive Customer Experience What is the role of IIoT for this broader view of customer satisfaction? For equipment manufacturers, IIoT offers the ability to deliver a more holistic view of the customer experience beyond failure prevention and design optimization. IIoT provid...

Unified Payment Interface Set to Revolutionize The Cashless Transactions in India

Since the launch of Unified Payment Interface (UPI) by NPCI (National Payment Corp of India) over last week, there has been a lot of buzz on how UPI can become a game changer for cashless transactions. It is currently regarded as one of the big innovations in the payment models in banking. In simple terms UPI is nothing but a virtual debit card on your mobile. The mobile device can be a channel to authenticate the transactions in a few steps and rather instantly. Over the last one year there was significant increase in the non-bank mobile transactions versus bank mobile transactions due to the payment wallet players like PayTM, PayU etc. The introduction of UPI will help bank restore that lost business in the coming year. UPI payments work on the basis of unique ID called virtual address (...

Quantifying customer perception to enable strategic problem solving

The growing emphasis on customer experience has made it essential for any business to better understand their customer testimonials and sentiments at a deeper level. Brands are increasingly judged by the overall experience rather than by any functional differentiation and individual benefits. While customer forum conversations are rich sources of data, it continues to be a challenge to successfully extract specific information due to the amount of topics, wide variety of languages, and the context in which comments and reviews are being posted.  Aspect extraction enables extraction of interesting and non-trivial patterns or knowledge from unstructured text documents. It is now possible to break down a single review or conversation to different components, and assign a sentiment value to ea...

Automation in core IT application services is not as evolved as other streams like BPO, Infrastructure Services etc., Do you agree or disagree and why ?

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Automation in core IT application services is not as evolved as other streams like BPO, Infrastructure Services etc., Do you agree or disagree and why ?

Creative people are territorial. How do we get engineers and creative people on the same page? Can you bolster your insights with some real life examples?

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Engineers and design team, are both territorial alike. Aesthetics and usability may seem the right thing to do, but building such a platform might involve a sophisticated level of programming complexities. Getting the two on the same page and speak the same language is often a challenge

Indian IT-BPM industry maintains double-digit growth; on track to reach USD 350 billion by 2025

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The National Association of Software and Services Companies (NASSCOM) reveals various trends that enabled the Indian IT-BPM industry to clocking double-digit growth of 12.3 percent (constant currency terms) in exports and 10 percent in domestic revenues for FY2016. REVIEW FY2016 Exports revenue grew at 12.3% (in constant currency terms) to cross $100 bn and reach $108 bn Domestic revenue grew by 10 per cent ₹1410 bn Industry adds 2 lakh employees in FY2016 reaching a total employee base of 3.7 India increases market share in global sourcing from 55 to 56 percent WAY FORWARD FY2017 (Projected) Exports to grow by 10-12% in USD constant currency Domestic to grow by 11-13% in INR Expected Net Employment addition around 2 lakh