Customer interactions have become like a complex code that needs proper decoding in order to serve them better. As consumers use multiple touch-points to access information, exchange reviews and buy products and services, organizations are clearly finding it difficult to integrate systems and leverage social technologies to optimize the quality of customer interactions. In a … Continue reading
In this week’s podcast: demand for quality education is growing across the world, but education itself has largely avoided automation. Can IT improve education? And how can the IT industry work with schools and colleges to head off a growing skills shortage, especially in IT and data science? We speak to BT’s Pat Hughes, TCS’ … Continue reading
At the CIO Summit in Pune, Sanchit Gogia gave a presentation titled “Innovation Drives the Wheels of Fortune”—which was about how CIOs can drive innovation that leads to performance. “As CIOs, we have continued to think about innovation from the technology perspective and not beyond,” said Gogia.
A discussion with IT leaders and managers on cloud security is always an interesting one. While I’ve had the pleasure of having multiple such discussions over the last 2-3 years, the roundtable I chaired during the recent NASSCOM India Leadership Forum 2013 was a league in its own. With a mix of CIOs and CISOs … Continue reading
While Business Intelligence (BI) is fast becoming a top priority for most businesses, achieving Return on Investment (RoI) through BI implementation still remains a big challenge for CIOs. Though many CIOs plan to invest in BI going forward, most of them fear BI failure. It’s interesting to note that BI is just a reporting tool … Continue reading
To serve a growing customer base and better manage the client experience across all customer touchpoints, organisations are moving away from siloed transaction-oriented systems – such as enterprise resource planning (ERP), customer relationship management (CRM) and dealer management systems – in favour of more integrated and socially aware systems. This shift has two effects. Organisations … Continue reading