The pandemic saw techceleration. What are some of the changes that came about in CX as a result?
The pandemic brought a tectonic shift in the ways we communicate, work and play. With social distancing measures in place, customers had to rely more on digital channels to meet their shopping and other essential needs. This directly affected how businesses manage resilient operations and customer experiences, leading to an increased adoption of digital channels like mobile apps, websites, and chatbots.
As a result, customer expectations and behaviour has also evolved as they now expect companies to provide more he personalised experiences to them. According to Forrester, 75% of consumers say that the pandemic and related crises will drive long-term changes in their behaviours and preferences. There is a need for customer first digital strategy that enables enhanced omni-channel customer experience to be more agile in adapting to changing customer needs. The growing affinity of consumers for quick and round the clock service availability is pushing businesses to invest and deploy conversational Al. Also, organizations are pivoting to use insights drawn from the vast amount of data available to personalise customer experience, provide better recommendations and reduce the turnaround time without any human interaction. With the increased use of digital channels, companies have access to more data on their customers, which can be used to personalize the customer experience. For example, AskDISHA, Indian Railway Catering and Tourism Corporation's (IRCTC) chatbot built by CoRover and powered by Azure, uses Machine Learning (ML), Natural Language Understanding (NLU) and Natural Language Processing (NLP) to handle billions of transactions with nearly zero waiting time per query.
Denne historien er fra May 2023-utgaven av DataQuest.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
Allerede abonnent ? Logg på
Denne historien er fra May 2023-utgaven av DataQuest.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
Allerede abonnent? Logg på
The Ripple Effect Of Recent Layoffs
The recent wave of layoffs across various industries has sent shockwaves through the global workforce. From tech giants to traditional corporations, companies have been forced to downsize in response to economic challenges, market shifts, and technological advancements. This article delves into the far-reaching implications of these layoffs, examining their impact on individuals, communities, and the broader economy, with a particular focus on how these trends are reshaping engineering education.
Bridging the Teacher Training Gap for Effective NEP Implementation
Bridging the teacher training gap is essential for effective NEP 2020 implementation, ensuring educators are equipped to foster the next generation's holistic development.
How Cloud Technology is Empowering Indian SMEs: Key Insights from Tata Teleservices and CyberMedia Research
India's booming economy and the robust digital infrastructure are fuelling a wave of innovation, with businesses of all sizes - from established enterprises to agile small and medium enterprises (SMEs) - embracing powerful new technologies. Underpinning this growth charge is Cloud - a critical foundation for India's ongoing digital T transformation journey.
Breaking Barriers: Gender Inclusivity and AI Bias
Shreya Krishnan, Managing Director of AnitaB.org India, shares insights on the progress and challenges of gender inclusivity in the Indian tech industry and the pervasive impact of bias in AI systems.
Harnessing AI for Gaming Innovation, Games24x7
As the global online gaming industry continues its rapid expansion, the AI in gaming market, valued at approximately $2.6 billion in 2022, is expected to grow at a CAGR of around 29.5% from 2023 to 2030 Artificial Intelligence is playing a pivotal role in shaping the future of this dynamic sector.
Aditi Jain Reveals the Blueprint for Future-Ready Engineers
Aditi Jain, HR Leader | Talent Management & Development at Visionet, discusses the importance of emerging technologies and industry-academia collaborations in preparing engineering graduates for the future.
Campus-Corns - The new Summa Cum Laude?
It's strange when an OEM starts to build its own brand of cars. They are just supposed to supply the crucial parts. So why this last-mile and long-tail jump? But then, don't they have the best grip in understanding the car? So why not?
Preparing Engineers for the Modern Workplace
In recent years, the landscape of engineering education has undergone a significant transformation. However, the rapid pace of technological advancements and shifting industry demands have exposed critical gaps in the skills and knowledge of recent engineering graduates. As these young professionals step into the workforce, they are often confronted with challenges that their academic training has not adequately prepared them for. To address these issues, industry experts and educators are calling for a comprehensive overhaul of engineering curricula, emphasizing the importance of real-world problem-solving, projectbased learning, and the integration of emerging technologies.
From Funnel Vision to Gun-Barrel Vision
Eyeing the Future of Tech Skills and shooting for the bull's eye-it's time engineering talent was sharpened with a close eye on what orbits are black and which ones are white in the future dartboard of opportunities and industry requirements. Maybe that's already happening.
Practical experience & adaptability to emerging tech the key
The 2024 DQ-CMR T-School Employability Index Survey presents an in-depth analysis of the evolving landscape of engineering education in India, particularly in terms of employability and industry-readiness. This survey, conducted across a diverse range of engineering institutions, sheds light on critical developments, trends, and challenges that are shaping the future of BE/BTech graduates in the Indian job market.
