The millennial generation cannot be ignored: they are your employees, your customers and may even be your future employers. When you couple this generational evolution with the unfolding digital transformation, you see the heady mix that is transforming business models and activities.
For the millennial generation, work is what they do, not where they go. Rigid corporate structures are limiting factors that stifle creativity and innovation. Organizations have plenty of opportunities to learn from this digitally savvy generation. Continue reading
How much system integration is the right amount for health insurance administrators? Is it best to aggregate or disaggregate some of the core components such as premium billing, enrollment/member demographics, claims processing, care/disease management, provider demographics, benefit/contract design and configuration, and provider reimbursement?
This is the first in a series of blogs focused on the integration of systems, data, and partners in the delivery and administration of health care and health insurance. Continue reading
Cloud computing is changing the IT landscape and redefining how software is being built, deployed and managed. Enterprises have come to a stage where they cannot ignore cloud computing any longer, or the tangible benefits that it can deliver.
As companies and employees demand more flexibility from their IT, and lower costs, cloud usage will only increase. Yet what is it about cloud that enables this? What are the cost benefits? How do the economies of scale work? Continue reading
It’s a no brainer that customer experience is paramount for any industry; especially in the telecom space with so many service providers competing for a share in the customer’s wallet. But the recent Forester research that focused on 2014 CXi Scores for 28 UK Brands concluded that telco service providers fall behind the brand leaders in terms of positive customer experience.
This article focuses on how CXOs should be concentrating on each step in customer life cycle to ensure optimum customer experience so as to reduce churn and improve revenue. It’s about how to get the basic things right consistently to reduce the customer effort and keep the customer happy. Continue reading
Under the new European telecom regulations, roaming charges for voice calls, texts and Internet access will be completely scrapped. In 2015, consumers from European Union member states will be able to use their mobile services at the same price as their native mobile services while roaming.
This new regulation will not only have a positive impact on consumer and traveler costs, but will also drive operators to develop new revenue streams in the emerging telecom trends and services. Continue reading
Banks and Financial Institutions (FIs) have been trying hard to gain customers and increase market share in the retail customer segment. Traditionally, a bank’s distribution channel via extensive branch network used to guarantee that the prospects could always reach the bank and do business with them. Now, because of digital disruption, prospects are seeking banks in newer channels, especially the mobile. Banks need to become ubiquitous in all possible channels.
As per a survey, “Angry Birds” has been downloaded more than 300 million times and is played more than 30 million people daily. The website TheFunTheory.com demonstrates several scenarios wherein human behavior has been positively impacted using gamification. The above examples draw more curiosity when it is known that these games do not provide any tangible rewards. Continue reading
Most of us travel at some point, whether for business or leisure. Often it’s an itinerary we are very used to, however sometimes it’s somewhere new which entails us stepping out of our comfort zone. However whether familiar or unfamiliar, sometimes things go wrong.
To help with the travel process, we would all benefit from a mobile concierge; a concept which is not just about an app, but a system that knows a lot more about the itinerary and the associated facets of it than the traveller, and which can help with the journey. Continue reading
When we give top down estimates for performance testing in scope, we normally consider the application type and the type of protocol. Once the application is ready, we discover that the performance testing effort needed is much higher due to various factors like environment availability, instable code, incompatible tool etc. It may even go to the extent of reselecting the tool, rewriting the performance test strategy etc. This might lead to surprises for the customers, as they normally expect results as per their project schedule. Continue reading
Which is a bigger challenge – improving the performance of the lowest performers in your workforce or keeping the highest performers motivated enough to keep improving their output? This question is not specific to any particular industry. It is relevant to any enterprise with a workforce; especially organizations that are rapidly growing or those that have attained a level of scale which they would like to sustain through continued growth. Continue reading
It’s surprising how the addition of one mobile channel increases the number of digital mediums of interaction. The mobile channel not only includes phones, tablets, wearables, connected devices, etc., but it also delivers an experience based on the context. When a mobile device is used at work or home, it delivers the experience of a digital medium, whereas if the same device is used at a store or a business environment, it delivers a – ‘mobile in-store experience’. In short, the concept of mobile is greatly increasing the number and types of digital experiences that are possible. The need for consistent experiences across digital mediums leads to the emergence of omni-channel consumer engagement paradigms that not only open up numerous opportunities to interact with and engage consumers, but also several challenges in delivering a consistent, seamless and compelling user experience across multiple digital channels. Continue reading