If you have been around for the past couple of decades, you’ve probably noticed that the case for digital transformation has changed dramatically. In the beginning, ideas like digital experiences, ecommerce, automation and the like were viewed as fashionable marketing or sales experiments, with little proof of how they would… read more →
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Digital technologies have been upending industry after industry, spawning big opportunities for long-established and new businesses alike. Over the last 10 years, a growing number of inventive companies have harnessed a ‘perfect storm’ of technologies — artificial intelligence, the Internet of Things, mobile devices, big data and analytics, and more… read more →
Customer journey mapping has become the de facto method for designing customer experience (CX) strategies. A study by Salesforce.com reported that “86 percent of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.” If customer journey maps are so critical, why did a… read more →
The art of mapping customer journeys, once akin to the lengthy and elaborate practice of painting a masterpiece to be framed for posterity and hung on the wall, has been transformed into an activity that has more in common with the quick brush strokes of a street artist’s sketch. Speed… read more →
Business-to-Business (B2B) companies have traditionally relied on direct sales channel for customer acquisition and revenue growth. Owing to the dependency on direct sales relationships most companies were averse to invest in long-term commerce capabilities. Existing order management systems were considered adequate, even if distributed and disparate. Buyer expectations were limited… read more →
In a recent report, Gartner estimates that CX cloud revenues grew at a rate of 27% year over year, which is more than twice that of the overall CRM market growth rate. This movement has redrawn perception of cloud as a mere operational driver. CX Cloud based applications are driving… read more →
How do you keep your customer at the center of your business while moving through company-wide digital transformation initiatives? I had the pleasure of joining SAP’s Radio session: The Future of the Future, Coffee Break with Game-Changers to discuss this topic with Ira Berk, SAP’s VP of Digital Transformation Solutions and renowned futurist, Gray Scott.
Tune into “Digital Mindset: Keeping your customer at the center of your business” as we share experiences and strategies that help companies win the race to go digital and transform their business to ensure they keep up with constantly evolving customer expectations and build loyalty...Read More
While delivering great work and customer service is certainly not a new concept, I was recently reminded of innovative ways to be a truly customer-centric organization. As I mentioned in my recent blog post, TCS had the pleasure of hosting SAP CEO Bill McDermott at our Mumbai office recently, where… read more →
As manufacturers increasingly embrace new digital technologies, they are reimagining their supply chain business models, strategies, cost structures and product portfolios. A primary example of this is with additive manufacturing and, in particular, 3D printing. Advances like these are driving large scale transformation to the “digital factory”—and with it, new… read more →
I recently shared my thoughts on business evolution as part of SAP’s Coffee Break with Game-Changers 2016 predictions show with host Bonnie D. Graham. Bonnie led our discussion with 16 guests sharing their predictions for 2016. To prepare for the show, I pulled together my thoughts across six broad categories… read more →
