In a connected economy, customer experience is the new currency. Digital is at the epicenter of the success of any customer experience program across industries. Digital can play a major role in building customer centric business models and help organizations to generate additional revenue.
IT services and solutions provider CSS Corp sees convergence of new age solutions like AI, Cloud, Automation, Analytics and IoT to empower organizations to infuse intelligence into their business processes and enable them to have smart and context led conversations with their customers.
Digital Tech are the building blocks for businesses:
Driven by the adoption of digital technology, the total addressable market for global technology and business services will likely expand to about USD 4 trillion by 2025 as per NASSCOM.
“We have invested significantly in AI, analytics and conversational commerce in platform solutions that can help companies understand their customer’s next best action and drive additional revenue. In the recent 2 quarters, more than 90 percent of CSS Corp’s investments were focused on building technology solutions around digital, cloud, analytics and automation. Both in regional and in international markets we see there are huge opportunities in enterprise adoption of digital and new age solutions,” said Manish Tandon, CEO of CSS Corp.
He added that the company has over 5,500 technology professionals across 16 global locations. “We provide IT Services and technology support solutions for over 140 clients, including Fortune 1000 companies, that count on our expertise,” he states.
One of the solution of CSS Corp is Active Insights, an AI led Customer Analytics Solution that streamlines customer data and infuses intelligence into operations. The solution proactively predicts customer needs and offers appropriate solutions even before the customers recognize their need.
“We extensively use AI to extract insights from the various touch-points and that help in identifying customer propensities, topics and issues resulting in new revenue opportunities for clients. These insights also help companies understand the customer journey, preferences and account entitlements,” he informed.
Technology adoption by India
According to a survey by PwC, in India, more than half (55 percent) of the companies view digital as technology innovation-related activities vs 53 percent globally. India has leapt far ahead with the progress it has made in technology innovation both from a creation and an adoption perspective. India is reaching an inflection point in technology adoption with mobile, cloud and analytics disrupting the market. Gartner, says IT spending in India is forecast to reach $72.4 billion in 2017, up 6.9 percent from 2016.
“Millennials are expected to enter the workforce in large numbers in the next few years. They, as consumers, expect personalized, user and persona based services for their connected devices. To engage effectively with this demographic group, organizations are increasingly adopting new age technologies to discover new efficiencies, new revenue streams and new sources of competitive differentiation,” Tandon remarked.
Head quartered in California, the company’s key industry focus is on,Telecommunication, Media and Technology (TMT), Retail and CPG, Healthcare and Life Sciences, Banking, Financial Services and Insurance and Manufacturing.
“We are aligned strategically with market need and are designing customer centric engagement models, solutions and business processes that recognize different customer segment needs,” he outlined.
Core strategies for Customer Engagements
The company follows a business roadmap based on a four pronged strategy, said Tandon. It enhances customer engagements through IoT, Analytics and Cloud transformation solutions. It then creates a revenue avenues through white-labelling, premium tech support, as-a-service model and marketplace. Also the company believes on focused solutions to enhance specialization and eliminate “me too” via automation, analytics and machine learning. And lastly it emphasizes on faster time-to-market through automation, infusing insights into operations through analytics and drive outcome based models, he summed up.
Preview: CXO Today