This document discusses how communications service providers can develop customer experience leadership through transforming their customer service operations. It argues that CSPs must integrate knowledge across silos and introduce proactive and predictive capabilities. To do so requires: 1) Changing metrics from incident management to knowledge-enabled customer advocacy; 2) Creating a knowledge integration model to organize information across silos; 3) Developing self-learning organizations that automate resolutions and reduce manual handling of incidents. This will enable CSPs to deliver better customer experiences through more efficient operations.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
This presentation will highlight challenges faced by online advertising companies & directory search companies and how they can overcome same through an efficient business process system - as used in telecom domain.
Increase Agility & ROI: BPM in Business Support SystemsSrikanth Minnam
Decrease the gap between Business and IT. And business users can modify business process execution on the fly in response to an external market force, be it an opportunity or threat.
In this presentation, we will discuss e-commerce on a B2B level in detail while focusing on planning on e-business model, determinants, basic principle for effective outcome, guidelines and much more toget a positive result.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
This presentation will highlight challenges faced by online advertising companies & directory search companies and how they can overcome same through an efficient business process system - as used in telecom domain.
Increase Agility & ROI: BPM in Business Support SystemsSrikanth Minnam
Decrease the gap between Business and IT. And business users can modify business process execution on the fly in response to an external market force, be it an opportunity or threat.
In this presentation, we will discuss e-commerce on a B2B level in detail while focusing on planning on e-business model, determinants, basic principle for effective outcome, guidelines and much more toget a positive result.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
An e-business can be successful only if it is able to meet the three core requirements they include availability, scalability and cost effectiveness. E-business planning incorporates a host of processes: the business model analyzes the characterestics of the business, functional model looks at the navigational structure of the site, customer model tracks the patterns of customer behavior and the resource model looks at site architecture and service demands.
Additionally, there are five determinants to E-Loyalty. They include, quality support system, on-time delivery, compelling product presentation, convenient and reasonably priced transportation costs and trustworthy privacy policies with respect to customers’ identity and purchases.
There are five basic principles to succeed in the e-business universe. The entrepreneur should take the lead in satisfying customer expectations, should reach out to new markets by filling a gap, get to market quickly as well as quickly respond to market changes. In a similar vein there are certain guidelines for achieving efficiency in the e-business space. They include sound process management, integrated information systems, deep business knowledge and long range planning.
In this presentation, we will discuss about the different requirements needed to start an ebusiness starting from functionality of servers, navigational structure, customer behavior and a detailed value chain. In short, we will talk about the essential elements of an electronic business.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
A business case I developed for BroadSoft, to support their prospects' investment decision for Hosted Unified Communications.
This executive-level report demonstrates the business case for investing in Hosted UC services to serve the SMB market. The case proved pivotal in helping numerous service providers understand the emerging opportunity and add UC to their service offer.
Introduces a process to identify key factors contributing to localization, frame a way to track localization as it unfolds, and respond to localization trends with appropriate integrated solutions
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage.
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
An e-business can be successful only if it is able to meet the three core requirements they include availability, scalability and cost effectiveness. E-business planning incorporates a host of processes: the business model analyzes the characterestics of the business, functional model looks at the navigational structure of the site, customer model tracks the patterns of customer behavior and the resource model looks at site architecture and service demands.
Additionally, there are five determinants to E-Loyalty. They include, quality support system, on-time delivery, compelling product presentation, convenient and reasonably priced transportation costs and trustworthy privacy policies with respect to customers’ identity and purchases.
There are five basic principles to succeed in the e-business universe. The entrepreneur should take the lead in satisfying customer expectations, should reach out to new markets by filling a gap, get to market quickly as well as quickly respond to market changes. In a similar vein there are certain guidelines for achieving efficiency in the e-business space. They include sound process management, integrated information systems, deep business knowledge and long range planning.
In this presentation, we will discuss about the different requirements needed to start an ebusiness starting from functionality of servers, navigational structure, customer behavior and a detailed value chain. In short, we will talk about the essential elements of an electronic business.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
A business case I developed for BroadSoft, to support their prospects' investment decision for Hosted Unified Communications.
This executive-level report demonstrates the business case for investing in Hosted UC services to serve the SMB market. The case proved pivotal in helping numerous service providers understand the emerging opportunity and add UC to their service offer.
Introduces a process to identify key factors contributing to localization, frame a way to track localization as it unfolds, and respond to localization trends with appropriate integrated solutions
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage.
Navigating the Uncertain World Facing Service Providers - Juniper's PerspectiveJuniper Networks
Service providers are facing more and more pressure as customers demand immediacy. Learn how adopting a carrier-grade, open network platform closes the innovation gap to create value for your network. http://juni.pr/1JQZYOl
Five Ways Virtual CPE Reduces Costs and Enables Innovative Enterprise ServicesGCC Computers
How service providers can contain costs and complexity
by virtualizing CPE functions.
Follow GCC Computers
http://www.facebook.com/GccComputersLtd
http://www.linkedin.com/company/gcc-computers-ltd
http://twitter.com/gcc_computers
http://www.youtube.com/channel/UCjWj_h4lrCdw65x2xbM3lhQ
http://www.gcc.com.cy/
I recently spoke at the BPO India Forum event on the topic of Workforce productivity & the role of services workforce in BPOs in driving end consumer experience. I have suggested an approach for organizations to achieve significant improvements in service delivery while keeping costs constant, thereby allowing the BPO to achieve non-linear growth.
Infosys commissioned an independent market research company, Vanson Bourne, to investigate the use of digital technologies and key trends in nine industries. We surveyed 1,000 senior decision makers from business and IT, from large organizations with 1,000 employees or more and annual revenue of at least US$500 million.
The report aims to discover:
a) the surging tide of digital technology adoption in organizations – what is used and where?
b) the promised land of digital technology use, and the hurdles organizations face to get there
c) the biggest disruptive digital trends within the next three years and why organizations see them as vital to future success
The summary here presents the survey results and highlights the digital outlook that will define the healthcare industry strategy over the next three years.
5 tips to make your mainframe as fit as youInfosys
Just like a periodic health check-up is important to assess your overall well-being, a detailed reexamination of the enterprise IT landscape is paramount. We take a look at the various ways an enterprise needs to revamp its mainframe and sharpen its functionalities to stay ahead of the game. While APIs aid you in providing superior customer service, migrating to the cloud provides you with scalability and resilience. These and many more sub-offerings from Infosys aid your organization in staying agile and equipped to leverage the latest technologies to cater to the ever-changing market. Learn more.
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Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Banking and Insurance.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Take a glimpse at few of our efforts that we made to demonstrate that efficient technologies can easily be deployed in large scale in a cost effective manner to make our campus environmental friendly on this World Environment Day 2015
The Information Services industry is in the eye of the digital storm. Two major contenders within this industry - traditional and new age media companies must adopt strategies for the significant mass of millennials and demanding consumers.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
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Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
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Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
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The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
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GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
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https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
1. Develop Customer Experience Leadership through
Transformed Customer Service Operations
Ankur Bhan, Mandeep S. Kwatra, Deepak Swamy
Customer experience leadership is the next battlefield for communications
service providers (CSP) considering converged services. To be successful,
organizations must integrate knowledge scattered among disparate
functional and operational units and deliver best-in-class customer support
for converged IP-based services. CSPs must also introduce proactive and
predictive capabilities for customer experience differentiation
For more information, Contact askus@infosys.com
May 2007
2. Improving customer experience is now a board-level agenda for many communications service providers (CSP). Information
management plays a key part in managing end-customer experience for CSPs. The importance of information management
is being felt with the increased amount of information required to deliver best-in-class customer support for complex IP-
based products. The current operational model may not be sufficient to manage new IP-based services and may result in
inflated costs and an ordinary customer experience. This is counter-productive to the initial objectives of improved customer
experience, sustained profitability and increased differentiation that CSPs had set while rolling out these products.
Often, service providers consider IT tools to be the solution to the service assurance challenges posed by the IP based world.
In our view, IT plays an auxiliary role in improving customer experience; the real shift lies in successful transformation
across the entire value chain of the customer service organization that puts knowledge integration at the heart of its future
operations.
While the current operational model is sufficient for traditional services, it may be inadequate to manage customer service
organizations for converged services. Converged services require operational units that can handle complexities arising
out of inter-working among diverse networks, applications, and multiple access domains. Currently, operational units are
often separated by product silos, and thus, may not be able to efficiently manage operations of converged services. Further,
there may be non-adjacency among functional areas such as Customer Management, Service Management and Network
Operations, resulting in gaps in knowledge integration. As a result, many of today’s customer services organizations have
become messengers of faults, adding unwanted delay to the resolution cycle time, while second/third line organizations with
high cost resources add inordinate expense.
Front Line Customer Second/Third Line
Operations Services Service/Network Ops
Traditional Person
Low Skill & High Skill &
Characteristics Low Cost
Search &
High Cost
dependent
Retrieval operations
‘Only
Reactive Messengers’ – Too many High cycle High Cost of
Symptoms Assurance Low First Call fault handoffs time for faults Operations
Resolution
Ordinary Customer Experience
The Knowledge Integration Imperative
Knowledge management has for long been on the business and IT agenda of most CSPs. Yet, in the pursuit of converged
customer service operations, the evidence point to the emerging area of knowledge integration which can significantly
enhance an organization’s ability to accomplish operational transformation. In the current environment, customer service
information resides in multiple product silos, groups and organizations making it difficult if not impossible to understand
and manage the customer experience. The integration of this information relies on a combination of highly knowledgeable
specialist individuals and loose SLAs between various customer service groups.
While this approach has been sufficient in the past, the increasing rapidity of new product and service launches, and the
demands of converged operations are outpacing this person-dependent knowledge integration. A new kind of knowledge
model which acts as the customer service blueprint for each new (or existing) service is required. This new knowledge
integration model will integrate disparate operational silos of information and create an organizing force that can form the
basis for converged operations.
Knowledge management was about archiving the best practices of the past. Knowledge integration is about
architecting the operations of the future.
2 | Infosys – View Point
3. At many CSPs, information available at the customer, network and application layers is not easily shared across organizational
boundaries, if it is shared at all. Knowledge integration can be the critical force in transforming a customer service
organization into an agile and responsive one that can deal with the complexities of new IP-based services.
An example in the context of IPTV service: Mr. Brown has IPTV service at home and frequently uses features such as digital
video recording, caller ID and interactive content. He notices that the caller ID feature of the IPTV service is not displaying
the caller’s phone number and reports the problem to his service provider. Customer service operations in the current model
typically carry out a modest diagnostic check and pass the fault to the second/third line for further investigation. The second
line must have deep insight into the complex caller ID function on IPTV to diagnose, localize and resolve the fault correctly.
And as the complexity of the service increases, the second line must liaise with numerous departments to coordinate the
resolution process. This process has many handoffs and delays the overall repair cycle time.
Who owns Mr. Brown’s service experience? Is it the network access team? The IPTV second line support team? Or the
telephony / advanced features support group? When one takes the challenges posed by convergence to their next logical step,
it is clear to see that a different, customer-centric approach is the only one that makes sense for the CSP deploying triple- and
quad-play services. The right knowledge at the right time, in the hands of the front-line customer support personnel (and
the knowledge model) and pro-active teams, together with management incentives that foster customer advocacy rather than
“pass-the-buck” service will actually deliver lower operational cost AND an improved customer experience.
With knowledge integration, CSP service operations teams will spend less time on inter-group handoffs,
re-tracing steps in diagnosing problems, and increasing the likelihood of solving problems when they first
appear - and in some cases even before they are reported by the customer.
Enabling Proactiveness & Predictiveness
Legacy processes were built for telephony services and as service providers added new products and services, further
stovepipes were added requiring expensive workarounds. This resulted in operational silos with limited awareness of the end-
to-end processes running through them. In the transformed operations, business processes in the next-generation operational
model must move away from product-based silos to common operational units that make best use of shared skill sets across
products.
The processes must define new operational entities that make best use of the knowledge base to proactively identify customer
problems and must resolve them even before they are reported. In addition, the next-generation operational model must
possess predictive capabilities to anticipate the behavior of resources within a service and must prevent faults.
Infosys – View Point | 3
4. Create a Self-Learning Customer Services Organization
CSPs should structure knowledge and associated functions in a customer-centric manner so that customer priorities dictate
service assurance business processes. However, building this knowledge base alone is not sufficient; real value is realized
when this knowledge gets constantly refreshed with service problem diagnosis and resolutions. Service providers can then
automate resolution of similar problems and reduce the number of service incidents to be handled manually. This reduces
repetitive jobs for customer service and network operations teams and keeps them free for tougher incidents.
Self-learning customer services organizations will have the ability to significantly improve end-customer experience on a
continuous basis. They can also create a fundamentally lower price point for operations by gradually reducing dependency
on expensive second/third line diagnostics.
Three steps to develop customer experience leadership through transformed
customer service operations
• Change the success criteria of your customer service function from an incident management focus to a knowledge-enabled
customer advocacy focus (the right metrics include increased first call resolution and reduced overall fault cycle time)
• Differentiate customer experience by introducing proactive and predictive assurance capabilities in customer service
operations
• Create a self-learning operational customer service organization that continually updates and refreshes its knowledge
base for increased product and business agility
About the Authors
Ankur Bhan is a Principal with the Communications Service Provider (CSP) unit of Infosys, responsible for solution
offerings around customer experience management, specifically service assurance. He has managed consulting
engagements for various CSPs in the areas of network lifecycle management, contract and sales management, billing
operations effectiveness and OSS/BSS transformation initiatives. Ankur is also a global sourcing expert with practical
experience in large scale deal management.
Mandeep S. Kwatra, Senior Principal with CSP Solution Consulting group at Infosys Ltd., is the lead for solution
offerings in the Trouble to Resolve segment and heads the Business Process & Service Design Consulting practice. He
is an acknowledged industry expert in business process transformation for CSPs and is an active member of industry
forums such as TeleManagement Forum. Mandeep has 16 years of experience in the telecom industry in Process & IT
transformation and execution for Tier 1 telcos and OEMs across the globe.
Deepak Swamy, Associate Vice President and Head CSP Solutions Consulting at Infosys Ltd., is responsible for
strategic leadership of Infosys’ business solutions for communication services providers (CSPs) throughout the United
States and EMEA. He is an acknowledged industry expert on the converging communications market, leads strategic
consulting engagements, and is a regular speaker at industry conferences on “quadruple-play” and IMS strategies for
cable MSOs and wireline and wireless CSPs. Deepak has 16 years of experience in the telecommunications industry,
both as a management consultant and as an executive in several communications-related entrepreneurial ventures.