Digitalization is the trend that is increasingly gaining momentum. Gartner predicts that by 2020, 90% of organisations will have at least one style of digital business platform.

Last month, I went to the US to attend one of my friend’s wedding. It was one of the memorable wedding ceremonies that I’ve attended so far. But our discussion in not about the wedding today, it’s about how to make an amazing customer onboarding experience.

Everybody is a customer, as most of us may have bought something or the other, either for ourselves or for someone else in our lifetime. Depending on what we purchased, for whom we purchased and how we purchased can define us as a B2C or a B2B customer.

We all are in a technological bubble of the digital world. It is a connected environment of networking and communications. People love the transition to the digital world from the physical one. This has taken the customer experience to an all new level, and they are hungry for more.

E-mail, social media, instant messaging apps, the methods to communicate today are limitless. Technology has simplified the way we communicate with each other.

With large tech giants like Amazon, Google etc., slowly entering into the banking space with e-payment options like Amazon Pay and Google Pay, customer expectations from banking services are changing.

What do you do when you’re craving for pizza? Well, there are many ways you could go about this. Since, you’re particular about how your pizza should taste, you could bake one from scratch – knead the dough, pluck fresh veggies, make your topping and bake it.

Not long ago, every time business users needed a specific change in a software application, their go-to squad would be the already overworked programmers from IT department.

Intelligent Enterprises are surely changing the way we live and work. Innovation accelerators such as AI and Machine Learning have transformed the way we interact.

The digital landscape today is very different from what it was even a few months ago. With the swiftness in adapting to the digital, the surge in online transactions, the explosion of social media channels, and the use of big data, the digital landscape has evolved, and how!

Historically, banks worked in a completely physical world, so you had a number of branches, customer care departments, loan departments across banks in different locations. The premise always being building a good customer base, customer loyalty and trust.

The new age customer is not just demanding, he is more willing to churn. So, where does this leave telecom service providers in an era of competition where customer experience is the new battlefield for both differentiation and loyalty.

Are you ready for 5G? 4g compatibility means devices can connect to the internet faster than ever before. On a daily basis we see more and more devices actively communicating with each other, and the regular upgrades of the present networks are no more enough to support endlessly increasing traffic.

For a long time, consumers have had to live with the slow pace of technology found at traditional banks. However, with fintech taking centre-stage, banks are being challenged to spruce up and offer customers the innovation they desire.

Customer expectations are constantly changing in the digital era. It’s all about digital interactions that improve customer engagement and CX. Now more than ever there is an increased need for innovative technologies that deliver exceptional customer journeys across touchpoints.

Digital has become central to all our lives – and I mean everyone today is tech-savvy. Admittedly, it does take extensive expertise to build a Siri or an Alexa but the fact remains that every business wants to become a technology business.

There is hardly any soul or entity globally that hasn’t been impacted during the COVID pandemic. The past two years have taught us many things.

The Insurance domain is led by UK/European names like Lloyds, Aviva, Swiss RE that brought risk protection concepts to the world. Lloyds building is as popular as the Imperial War Museum in London for education on insurance.

The use of AI for innovation is not new, but with advancements in its forms, combined with new access to data, there has been a step-change in the opportunities offered by this technology.

Discover the impact of AI on tech-enabled services. From generative AI to driverless cars, explore how innovation is transforming our world.

The technological advancements in the past few decades and their swift adoptions have not only revolutionized the business world, but also compelled senior executives to think tactically about how to prepare their organizations in meeting the expectations of digital customers.

Defining the Omni-Channel Experience Your customers are everywhere: in brick-and-mortar stores, sitting at desktop computers at home, in the workplace, or on the go with smartphones and tablets.

We all know that the ability to make quick decisions that will positively impact customer experience is critical in today’s ‘age of the customer’.Having a clear understanding of their demands and interests is crucial if you wish to get their mind share.

Much attention and discussion today is focused on “big data” and how it can be used to various advantages by business. Every credit card transaction or online transaction processing function generates data that can provide you with valuable information about your customers.

Customer analytics have become a critical tool in acquisition and retention of today’s technically-savvy consumers. By combining data from multiple sources related to customer interaction and sales, marketing teams can focus on current and future customers with the most potential for anticipated revenues.

Various relationships between applications, customer data management, processes and business users are a complex puzzle that various enterprises want to solve.

The first two waves of internet created companies like Google, Yahoo, Facebook, Twitter etc and gave growth opportunities to established companies like Microsoft, Apple, Samsung, IBM etc.

The internet connectivity these days is typically limited to traditional devices such as desktop and laptop computers, smartphones and tablets. The Internet of Things (IoT) extends this connectivity to a wide array of devices and everyday things that boast embedded technology.

The rise of technology, communications and mobile devices has transformed customer experience from human to human interaction to human to machine interaction.

Organizations like Google and Apple have taken customer experience through innovation to the next level. Ernst & Young say that by 2030 the purchasing power of middle-class sector would triple due to rapid growth in emerging markets.

Empowered customers have transformed Customer Communications Management (CCM) from traditional print based communication to personalized and targeted engagement, from cost-based to profit-enabled with TransPromo, and from customer service to managing customer experience.

To stay ahead in this digital race, businesses need to better understand their customer to respond faster than their competition. Big data is the wealth that businesses have accumulated over years from recording customer interactions and behavior.

Big data is more than just a buzz word; it’s a movement where organizations can leverage customer data for personalized, relevant communication for various business objectives. Research says that about 90% of all the data in the world today has been created in the past few years.

Today’s competitive market is reducing margins and driving enterprises from customer acquisition to customer retention approach. The need of the hour is customer centricity, to create products around customer needs.

Przyklenk, senior manager, digital insights, for TDBank Group talks on why relevant data should be used for marketing rather than big data.

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.

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.

McKinsey & Company says that companies like Apple & Amazon deliver products & services swiftly; with a seamless user experience has raised the bar of user expectations.

Indian insurance market today is primarily dependent on push, tax incentives and mandatory buying for sales.

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.

The new digital age is making it imperative for all types of businesses to transform and adopt digital technologies. According to a recent report published by MIT and Capgemini, companies that leveraged digital technologies outperformed their peers and on an average are 26% more profitable than their peers in the industry.

Jayant was invited by NASSCOM to speak on ‘India: opportunity in analytics’ at a round table session of Big Data & Analytics summit organized by NASSCOM.

To stand out in today’s increasingly digital world, enterprises need to adapt to change by tapping into market, understanding the trends and anticipating what’s next. This digital world is not just technology, strategy and business, but cultures that are changing rapidly.

As technology evolves, AI and Generative AI are revolutionizing how businesses connect with their customers. Modern Customer Communication Management (CCM) solutions now transcend basic messaging—they're crafted to build deeper, more meaningful customer relationships to derive long-term value.