Time, ease of operations and costs influence business in today's world, and the financial services industry is no exception. Customers in the financial services industry are mature, savvy and technologically better equipped than customers of most other industries. Whether it is the baby boomers, Gen X or Gen Y, the proliferation of the Internet has increased the level of technological awareness and customer expectations. Financial services companies are now embracing multichannel integration (MCI) as a key initiative to acquire, retain and service their customers.
Technology companies must view product development as a software supply chain, identifying the complexities of multiple business models and introducing a framework to mitigate risk.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Technology companies must view product development as a software supply chain, identifying the complexities of multiple business models and introducing a framework to mitigate risk.
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Why customer value propositions really matter - A focus on the telecom servic...Juan Carlos Sanchez
This strategic white paper, written in 2010, examines how the traditional business of communication service providers is under threat from innovative, Web-based services, delivered 'over-the-top' of Internet access.
To stay in the game, service providers and their ICT partners must find a way to deliver more effective customer value propositions, that offer top and bottom-line impact. This can be achieved by using a customer-focused, decision-driven approach to deliver the offers that users really want, quickly and effectively.
An introduction to web customer interaction tools and applications, discussion of the dilemma of offering web interaction, fundamentals of balancing cost of interaction with anticipated value of web customer, and lessons learned.
Prodigo Solutions is focused on driving savings in the healthcare supply chain. Created by healthcare supply chain professionals, the company's suite of solutions and services drive compliance, automation, data quality and user adoption.
Prodigo's suite of products include: ProdigoMarketplace (content management), ProdigoBuyer (web-based requisition platform), ProdigoXchange (B2B data services), ProdigoTEM (telecom expense solutions) and ProdigoDNA (healthcare supply chain consulting services).
Prodigo Solutions is an operating division of UPMC's International and Commercial Services Division.
Visit us: www.prodigosolutions.com | Twitter: @prodigo | YouTube Channel: prodigosolutions
New Sourcing Strategies: The role of Outsourcing and Homeshoring in Contact C...EightyTwenty Insight
Are Mixed Model Operations an opportunity for contact centres to access skills,
capabilities and lower costs in harsh times? Or an overly complex solution which risks
damaging service and brand?
The challenges faced by organisations with large-scale contact centre operations have
recently become more acute and complex and the balance between cost containment
and customer needs has never been more difficult to achieve. Web 2.0 (consumer to
consume) behaviours will reduce the amount of contact and make the remaining quality
of interactions even more vital to customer retention. More radical thinking is required to
achieve this balance. The Contact Centre has to have Board level support and
organisations have to think more like their customers. Alternative Sourcing Models and
new technology (often hosted) will need to be embraced to keep pace.
Even the largest companies will benefit from partnering with external providers as
technology becomes the key driver of value and savings. Outsourcing, Shared Services
and Homeshoring pose less risk and offer real value and will continue to grow but
companies must get smarter about how to exploit them to their full potential. Sourcing
strategies need to be better thought through and become more sophisticated if these
alternative models are to be fully exploited.
This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
Empirical Research: Supply Chain and BYOD – Hand in Hand for the FutureRahul Bansal
This study is aimed at reducing the investments of companies in buying devices for the employees and help employees to use their own devices to improve their efficiency at work and in turn improving the efficiency of the Supply Chain
An exclusive presentation by Mr. Mayank Sahai, AVP - Corporate Marketing - Tata Teleservices Ltd. on ‘Enhancing Marketing Performance to drive Business Objectives.’ The presentation was made at SAS Forum India 2013.
HCLT Case Study: HCL optimizes cost and enhances performance for a leading re...HCL Technologies
http://hclte.ch/IsWDFL - More on Retail and Consumer
http://www.hcltech.com/ - More on HCL Technologies
HCL bolstered Cost Optimization and Operational Excellence through Global Shared Services for World’s leading Global Information Services Company. HCL helped restructure and grow GSS operations by moving from a federated BU-Centric model to a centralized shared pool, this not only led to cost and operational benefits, but the savings too were re-invested into transformational projects for the client.
ETS Case Study: HCLT creating a “single version of truth” to enhance the bus...HCL Technologies
Our client is a global research-driven pharma major that discovers, develops, manufactures and markets vaccines and medicines to address unmet medical needs
It wanted to become a lean and flexible company worldwide, for which it required to have a ‘single version of truth’ of its operations. To this end, it partnered with HCL to help it gain this insight to enhance its business operations
Why customer value propositions really matter - A focus on the telecom servic...Juan Carlos Sanchez
This strategic white paper, written in 2010, examines how the traditional business of communication service providers is under threat from innovative, Web-based services, delivered 'over-the-top' of Internet access.
To stay in the game, service providers and their ICT partners must find a way to deliver more effective customer value propositions, that offer top and bottom-line impact. This can be achieved by using a customer-focused, decision-driven approach to deliver the offers that users really want, quickly and effectively.
An introduction to web customer interaction tools and applications, discussion of the dilemma of offering web interaction, fundamentals of balancing cost of interaction with anticipated value of web customer, and lessons learned.
Prodigo Solutions is focused on driving savings in the healthcare supply chain. Created by healthcare supply chain professionals, the company's suite of solutions and services drive compliance, automation, data quality and user adoption.
Prodigo's suite of products include: ProdigoMarketplace (content management), ProdigoBuyer (web-based requisition platform), ProdigoXchange (B2B data services), ProdigoTEM (telecom expense solutions) and ProdigoDNA (healthcare supply chain consulting services).
Prodigo Solutions is an operating division of UPMC's International and Commercial Services Division.
Visit us: www.prodigosolutions.com | Twitter: @prodigo | YouTube Channel: prodigosolutions
New Sourcing Strategies: The role of Outsourcing and Homeshoring in Contact C...EightyTwenty Insight
Are Mixed Model Operations an opportunity for contact centres to access skills,
capabilities and lower costs in harsh times? Or an overly complex solution which risks
damaging service and brand?
The challenges faced by organisations with large-scale contact centre operations have
recently become more acute and complex and the balance between cost containment
and customer needs has never been more difficult to achieve. Web 2.0 (consumer to
consume) behaviours will reduce the amount of contact and make the remaining quality
of interactions even more vital to customer retention. More radical thinking is required to
achieve this balance. The Contact Centre has to have Board level support and
organisations have to think more like their customers. Alternative Sourcing Models and
new technology (often hosted) will need to be embraced to keep pace.
Even the largest companies will benefit from partnering with external providers as
technology becomes the key driver of value and savings. Outsourcing, Shared Services
and Homeshoring pose less risk and offer real value and will continue to grow but
companies must get smarter about how to exploit them to their full potential. Sourcing
strategies need to be better thought through and become more sophisticated if these
alternative models are to be fully exploited.
This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
Empirical Research: Supply Chain and BYOD – Hand in Hand for the FutureRahul Bansal
This study is aimed at reducing the investments of companies in buying devices for the employees and help employees to use their own devices to improve their efficiency at work and in turn improving the efficiency of the Supply Chain
An exclusive presentation by Mr. Mayank Sahai, AVP - Corporate Marketing - Tata Teleservices Ltd. on ‘Enhancing Marketing Performance to drive Business Objectives.’ The presentation was made at SAS Forum India 2013.
HCLT Case Study: HCL optimizes cost and enhances performance for a leading re...HCL Technologies
http://hclte.ch/IsWDFL - More on Retail and Consumer
http://www.hcltech.com/ - More on HCL Technologies
HCL bolstered Cost Optimization and Operational Excellence through Global Shared Services for World’s leading Global Information Services Company. HCL helped restructure and grow GSS operations by moving from a federated BU-Centric model to a centralized shared pool, this not only led to cost and operational benefits, but the savings too were re-invested into transformational projects for the client.
ETS Case Study: HCLT creating a “single version of truth” to enhance the bus...HCL Technologies
Our client is a global research-driven pharma major that discovers, develops, manufactures and markets vaccines and medicines to address unmet medical needs
It wanted to become a lean and flexible company worldwide, for which it required to have a ‘single version of truth’ of its operations. To this end, it partnered with HCL to help it gain this insight to enhance its business operations
Empower Retail combines the best capabilities of CRM, loyalty management and analytics into one powerful solution to maximize your ability to manage customer loyalty and drive revenue. Leveraging over 15 years of loyalty management expertise across consumer industries, HCL AXON has built this CRM solution to help you take your loyalty management to the next level. EmpoweRetail, based on Microsoft Dynamics CRM, is the culmination of over two years’ development based on inputs from clients. EmpoweRetail’s powerful analytics engine allows you to develop offers, track responses, and measure results in unique ways and deliver a superior shopping experience for your customers.
HCLT Whitepaper: Thermal Management in Electronic EquipmentHCL Technologies
Development in the electronics industry has come a long way from nascent low performing devices to advanced devices with high computational speed and power. The advancement in the
industry led to an exponential increase in power densities, which in turn drove the innovation of smarter and smaller products. These advanced technologies, coupled with miniaturization requirements, guided innovation-driven thermal management in electronic devices.
Thermal management is essential in electronics, as it improves reliability and enhances performance by removing heat generated by the devices.
This paper highlights the development and challenges faced in the thermal management of electronic equipment in various domains.
It gives an overview of innovative cooling solutions developed over the years. It presents HCL case studies in various domains such as medical, consumer, aerospace and defense, and automotive
electronics. It also gives a process flow chart which demonstrates the thermal methodology of electronic equipment in general
The communications software market is undergoing a dramatic shift from legacy hardware- and network-centric systems to more efficient cloud-based tools that enable businesses to have more meaningful and informed contextual conversations with their customers.
Catalyst has seen this first-hand through its investment in Weave (recently named to the 2019 Forbes Cloud 100). For example, a common phone call between a dentist office using Weave and their patient has been transformed from “while I have you on the phone, is there anyone else in your family that needs an appointment?” to “while I have you on the phone, I see your children haven’t had appointments in over a year – should we get them scheduled next month as well?”
Weave’s solutions are just one example of how contextual communications are having an impact on how businesses communicate internally and with their customers – Catalyst believes we’re in the early days of a generational transformation and is excited to partner with more vertically and functionally focused businesses enabling contextual communications.
At Catalyst, we employ a proactive, research-based approach to investing, targeting sectors experiencing outstanding growth. If you are an owner, operator, or investor in a growth stage company innovating the way businesses communicate either with their customers or internally, we would like to hear from you. Please send inquiries and business plans to kyle@catalyst.com.
Customer Service is a new corporate battleground. Companies need to provide state of the art customer service in order to compete and in this new market. This white paper discusses the business value and best practices of integrating your companies phone system with a strong central CRM.
Consumption-based public cloud (CBPC) modelWerner Feld
Consumption-based public cloud (CBPC) model: Worauf kommt es an? Ist CBPC der "Cloud"-Weg, um Datensourveränität, operative Steuerungsfähigkeit und kommerzielle Flexibilität zu erreichen?
For Life Sciences, the Future of Master Data Management is in the CloudCognizant
Cloud-based MDM is cost-effective and easily implemented; it is scalable, robust and mature; and it has the flexibility required to enable and support the evolving transformation of life sciences commercial operations.
Lessons from Long Tail: Delivering on the Semiconductor Digital Engagement Ma...Infosys
Traditional customer engagement methods and information infrastructures are no longer sufficient. Success in the semiconductor marketplace will belong to those who are prepared for comprehensive digital and social interactions and commerce across the sales and support cycle with traditional and new prospects and customers who are “engineers” by day and “digital consumers” after hours. The industry is realizing the power of Web 2.0 technologies to reach untapped emerging markets of product developers and engineers across the globe, while increasing customer satisfaction, productivity, and profitability.
EMC Perspective: What Customers Seek from Cloud Services ProvidersEMC
This EMC Perspective elaborates on how service providers can capitalize on the fast-growing cloud services market by being responsive to customers' goals, concerns, and performance and support requirements.
To prosper in this new environment insurance companies can look to the cloud, in conjunction with other technologies, to help drive reinvention of their business model to offer new services and create direct, multi-channel relationships with customers
How Cloud Computing Impacts Trade FinanceCognizant
Cloud computing can accelerate the recovery of trade finance, enabling banks to build a strong architecture for maximizing profitability by making such services more affordable and accessible to customers.
Emergence of ITOA: An Evolution in IT Monitoring and ManagementHCL Technologies
IT operations analytics(ITOA) plays key role by providing intelligence that makes business sense out of the real-time data being generated by infrastructure components and applications.
USING FACTORY DESIGN PATTERNS IN MAP REDUCE DESIGN FOR BIG DATA ANALYTICSHCL Technologies
Though insights from Big Data gives a breakthrough to make better business decision, it poses its own set of challenges. This paper addresses the gap of Variety problem and suggest a way to seamlessly handle data processing even if there is change in data type/processing algorithm. It explores the various map reduce design patterns and comes out with a unified working solution (library). The library has the potential to ‘adapt’ itself to any data processing need which can be achieved by Map Reduce saving lot of man hours and enforce good practices in code.
HCL HELPS A US BASED WIRELINE TELECOM OPERATOR FOR BETTER LEAD-TO-CASH AND TH...HCL Technologies
The client is a privately-held competitive local exchange carrier, offering voice services, phone services, internet access, etc. to business customers primarily in California and Nevada. HCL's engagement included managed services application portfolio, CRM implementation and reporting. The client achieved seamless transition within three months with 100% off-shore presence using HCL's transition methodology
HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...HCL Technologies
The customer is a worldwide player in Networking & Cloud automation, Workflow automation and sustenance engineering. HCL took complete ownership of the customer's engineering services and saved costs by minimizing material overhead in thermal projections.
HCL suggests solutions to reduce airborne noise being emitted by vacuum cleaners. It has been seen that blowers used in vacuum cleaners are the main source of airborne noise and blade wakes are unavoidable in turbo machines.Focus of this whitepaper is to understand how to reduce sound intensity of vacuum cleaners and studying its effects on human hearing. ERS division in HCL proposes the design of a spiral enclosure for the blower in the vacuum cleaner. HCL suggests solutions to reduce airborne noise being emitted by vacuum cleaners. ERS division in HCL proposes the design of a spiral enclosure for the blower in the vacuum cleaner.
Comply is an IoT enabled, Small Pill Box, with a digital display that keeps track of your medical dosage level as well as the remaining pills. Offload complex tasks by pairing the solution with a smartphone/tablet app or a wearable fitness monitor. The collated data is analyzed from individual Comply units and then sent to the cloud.
Smart City solution providers will face challenges in increasing network load due to the huge amounts of video data flowing through their networks. For cost-effective analytics, distributed architecture with user control is just the right solution required. In Smart Cities with varying applications of video analytics solutions in fields such as security systems, utilities operators, and emergency response systems, it gives users a simple way to pick the feed they would like, instrument the analysis they want, and report the way they require in a simple-configurable manner.
With the advent of IoT and connected devices, there is an urgent need for a security framework that addresses major security goals of embedded devices. Security has to be an exercise built into the product development process instead of adding as an add-on feature.
Connected cars are fast becoming a reality and has the potential to change the way businesses are run. A connected car facilitates devices inside the car to connect with the computing and application servers and use computing power to access real time information and data. Use cases are explained for Transportation, Healthcare and Education fields along with the business models.
A Sigh of Relief for Patients with Chronic DiseasesHCL Technologies
This paper presents a solution for remote health monitoring for chronic diseases like chronic diseases like diabetes, asthma, cardiac arrhythmia, sleep disorders, and hypertension. It commences with the definitions for a better understanding of the terms used, and then excavates into perceiving what technology-enabled care is.
A simple solution that can utilize data, tap into social sentiments and provide business value to mobile users is much desired. Social data can be tapped for both society and business, and everyone is looking for an application that can address both. This paper analyzes a working solution, its tenets and features, and also indulge in a bit of future gazing.
A Novel Design Approach for Electronic Equipment - FEA Based MethodologyHCL Technologies
This paper describes the design approach established to study and simulate the vibration behavior of electronic products and provide good correlation between test data and FE simulation through a well calibrated analytical model. This established and validated approach/methodology has been practically implemented in various real time projects for various HCL clients, thereby eliminating/minimizing the actual hardware testing and prototyping efforts resulting in a significant reduction in turnaround time, increased product cost savings and improved productivity.
Due to the phenomenal development of Networking technology, applications and other services, IP networks are preferred for communication, but are more vulnerable to attacks. To cope with the growing menace of security threats, security systems have to be made more intelligent and robust by introducing Intrusion Detection Systems (IDS) in the security layers of a network.
This white paper explores the role of IDS to detect attacks accurately at an early stage to minimize the impact.
Manufacturing though is increasingly being outsourced, developed countries like Germany are toying with the idea of digitizing the entire process to bring down costs and enhance efficiencies. Learn how Germany is doing it, through Industry 4.0.
The financial services industry has never had a better opportunity to embrace a customer-centric approach to doing business. Raising the bar for customer experience can create clear competitive advantages, and a responsive digital channel offering is essential. Here, insiders from the banking industry, the insurance sector and HCL Technologies’ customer experience management principal discuss the challenges of remaining agile in the digital space.
http://www.hcltech.com/financial-services/cxstudio
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...HCL Technologies
Many banking and financial institutions do not want to embrace digital CRM thinking things have remained same for long and will stay so. Though some are willing, they are reluctant because of organizational flexibility. Experts at HCL tell how organizations can overcome this impediment with HCL’s solutions
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...HCL Technologies
Internet became mainstream around 20 years ago and the rapid pace of technology development we have seen over these years is fascinating. We are now looking at the biggest revolution ever, in the world of connectivity - Internet of Things (IoT). Everything we can think of around us - at home, work, in the car, or at a retail store -- will be interconnected, exchanging data and information, thus leading to an extremely intelligent network of things. It will lead to richer user experience, improved efficiencies and higher collaboration across the ecosystem. Exciting times await us...
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...HCL Technologies
The era of Digital Darwinism is upon us. Businesses have no choice but to adopt digital technologies or disappear. Traditional businesses which do not leverage digital technologies risk becoming irrelevant or losing business to native digital companies which understand technology better. The good news is that most companies realize the importance of digital. However, the not so good news is that many still approach digital as “nice” or “cool to have” rather than treating it as an important aspect for business. Digital is no longer good to have: either be digital or be extinct – there is simply no other option.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
1. Transformer
Multi-Channel Integration
Gomathy Subramanian
Principal - Banking Solutions
About the author:
Gomathy has over 25 years of business and IT experience in Consulting,
Financial services, Airlines and retail industries gained in Australia, Hong
Kong, US and India. She has led large initiatives in Strategic Planning, Core
Banking, CRM, Bill presentment and payment, Infrastructure, Independent
testing and Outsourcing.
2. Introduction o Get the same and consistent level of service across all channels
Time, ease of operations and costs influence business in today's o Purchase any product through any channel.
world, and the financial services industry is no exception. Customers
2. Competition
in the financial services industry are mature, savvy and technologically
better equipped than customers of most other industries. Whether it is Intense competition has made it imperative for organizations to focus
the baby boomers, Gen X or Gen Y, the proliferation of the Internet has on being market differentiators by offering MCI as a further step in
increased the level of technological awareness and customer customer satisfaction. An increasing number of players have entered
expectations. Financial services companies are now embracing multi- this space by offering products and servicing them effectively through
channel integration (MCI) as a key initiative to acquire, retain and newer channels such as mobile phones (SMS), Internet and call
service their customers. centers.
MCI refers to the simultaneous and consistent delivery of information, 3. Cost optimization
products and services by an organization on all or some of its With systems becoming more complex, the costs of developing and
channels, such that customers derive a seamless experience when maintaining multiple delivery systems out of siloed applications
they switch channels during their purchase and service activities. The become prohibitive. Companies are focusing their energies on
term channel refers to the various transacting, marketing, servicing optimizing such costs.
and communication media used to interact with customers. These
4. Third party channel products integration:
include branches, call centers, secured emails, mobile devices,
internet, ATMs, Kiosks and paper-based media like product As organizations move towards 'buying' off-the-shelf software rather
brochures. than developing systems themselves based on speed, cost and other
considerations, the need to seamlessly integrate such acquired
Some scenario examples: software with back-office systems is increasing. This is another major
1. A customer wishing to buy a product obtains product information driver towards building a multi-channel integrated platform.
on the web, starts with the application over the web, walks up to
5. Technology advances
the branch or a Kiosk to continue the process, provides required
documentation, and obtains approval status on his mobile phone. The recent technological advances in connectivity, bandwidth,
communications, security have simplified channel integration. Eg.
2. A customer calls into the call centre for a financial transaction,
Video communications can now be embedded in channel
when completed is offered a credit card limit increase which he is
communications through use of improved compression technology,
delighted to accept. An outbound call is saved here.
firewall mechanisms, etc. whether it is with customers, partners or
3. A customer updates his contact details at the branch and the employees.
information is immediately available on other channels.
What is involved?
Some of these resemble a CRM strategy; however a CRM is more
A transformation in the technology landscape would result in the
focused on managing relationships, while MCI is a wider concept
following changes:
managing sales and services in a consistent manner. MCI is a value-
add to CRM. 1. Products: Organizations would be able to offer products across
channels. The product information will be consolidated, maintained
In Business terms, MCI focuses on the totality of customer experience
and delivered from a common store.
and operator experience. In Technology terms, its thrust is on a
framework-driven integration of products, services and information 2. Services: Companies would be able to service customer requests
both at the front-end and the back-end to varying degrees, bringing in through multiple channels, would be able to pick up the interaction
technological agility, reducing technology clutter and costs. from one channel and carry it through another without duplication of
effort or customer inconvenience. The hand-offs will be seamless to
What are some of the Business drivers? the customer.
1. Customer knowledge and expectations:
3. Master data management: All data related to products,
With improved awareness, customer expectations are also increasing. customers and other information will be aggregated, stored and
Customers want to be in a position to accessed from a single repository. This means that the information
o Choose the channel to transact with a bank from disparate applications will need to be deduped, updated and
maintained in a central database. A common reference data store
o Obtain information from any channel (eg. Product details, terms
needs to be maintained to access this data.
and conditions, calculators)
3. 4. Content management: All content and data enrichment delivered What are the challenges?
to sales and servicing will be stored and managed from a common
1. Technology risks: The technology framework would involve
platform. Content will include canned audio or video clips that could
centralized components and data store may pose the risk of being the
be used as assistance in self-service scenarios. There could also be
single point of failure. Redundant structures need to be built to mitigate
live sessions with experts for special categories of customers
these.
facilitated through the framework.
2. Common framework: The business groups have to spend energy
5. Business and workflow rules: A common framework for
on streamlining processes, business rules, and contents to enable
business rules, workflow rules, and integration components would
MCI. The commitment to do this may wane if the process is long-
enable banking processes to be optimized for various channels, and
drawn.
define preferred customer-product-channel associations.
3. Single source and sharing of data: Aggregation of data from
6. Communication: Communication through various channels both
disparate systems, de-duplication and data cleansing will pose
internal and external will be integrated.
challenges, especially from legacy and commercial off-the-shelf
What the benefits and how do you measure them? applications, these need to be worked through.
1. Costs: Cost efficiencies can be achieved through multi-channel 4. Compliance and privacy considerations: The magnitude of
integrations. Not only are the development and maintenance costs compliance and privacy considerations need to be evaluated in depth
reduced, the timeframes are also substantially reduced. before exposing information across channels
The costs will essentially vary according to Multi-channel integration can enable significant productivity
o Number of channels, number of back-end systems improvements in employees through simplified processes,
knowledge-worker collaboration and reduced support.
o Maturity of front-end and back-end applications
o Number of data stores, contents and de-duplication efforts
o Availability of integration components, common rules and content
engines Typically a large component of costs namely travel is
reduced through the use of video enablement. This in itself could be
a significant contributor to ROI.
2. Speed-to-market: A common framework and common services
through integration provides ability to reuse services and allows faster
product launches and services delivery across multiple channels.
3. Sales: Cross-sell measures, campaign effectiveness, lead closures
and pipeline leakages are some of the benefits from targeted marketing
and effective lead management across channels.
4. Service: Customer satisfaction (CSAT) score is a key measure of
evaluating customer service. Companies can improve CSAT scores
by anticipating a customer's need, offering the same services and
consistent information across multiple channels, allowing the
customer to transact on a channel of his choice and eliminating
duplication. Improved sales and service would lead to lower attrition,
referrals and brand loyalty.
5. Self-service capabilities: As self-service capabilities are built and
more and more service requests are handled by the customers
themselves, support and help desk costs can be significantly reduced.
Eg. A bulk of incoming calls has to do with balance enquiries. This
could be offered through every channel, and particularly over the
mobile phone, saving costs or releasing the time of contact center staff
for more complex transactions.