‘Whenever, Wherever’ Support for Great Customer Experience

Not only are today’s customers more mobile and information-enabled, they also have higher expectations. They demand services that are ‘always on’ and ‘always accessible’ from multiple touch points and channels. And through it all, customers expect their journey to be consistent, relevant, and personalized. First Call Resolution (FCR) – a Powerful Metric for Excellence From…

The CIO’s Imperatives in IT-enabled productivity

Propelled by big data and analytics as ‘must-have’ capabilities, the pace of technology change and innovation has assumed stunning proportions. There is also a powerful need for social technologies to integrate employees, customers and suppliers. With such powerful forces of technology in motion, the question arises – what are the key imperatives for IT-enabled productivity?…