AI is Amplifying Human Potential: Manish Tandon, CEO, CSS Corp

The Indian IT services sector is in the midst of a huge transformation, and automation is completely changing the way IT services are delivered and consumed. Manish Tandon, CEO, CSS Corp, tells Express Computer, how his firm is preparing itself for a new world where automation is the norm

How do you see the impact of automation and artificial intelligence on the IT services industry?
While Automation has been around in some shape or form for ages, Artificial Intelligence is pushing the envelope on what machines are capable of doing and bringing in an entirely new wave of automation. Till yesterday automation was focused more on reducing “manual labor”. Today, with the advent of AI, it is focused more on reducing “intellectual labor”. Therein lies the crux of the fear, anxiety, angst that this combination is causing in the society today. It is changing the way we live in fundamental ways.

I believe AI and automation are unlocking and amplifying human potential, not replacing it. People will be able to focus much more on value-added work and less on tedious and repeatable work. They will be able to unleash their creative potential better. The challenge for businesses is not to ignore or deny the impact of this technology but to provide a more robust, customized and engaging way in dealing with their customers.AI and automation have created the path for companies to increase productivity (which has been stagnant in the developed world for some time) and enhance end-user experience.

AI is rapidly becoming a global economic engine for new experiences, business models and jobs. Companies that embrace AI will be able to create the modern experiences their customers expect, connect with them on all their devices and be able to anticipate and predict in order to better serve them. With AI and automation, there will be nothing called a “mass market”, there will essentially be micro markets with N->1. AI also plays a key role in enabling productivity, improving customer service and enabling businesses to become more agile. This will trigger a new wave of growth in generating newer jobs. The key for individuals is their ability to be flexible and re-skill to develop and succeed.

According to the MIT Sloan Management Review study, 72% of respondents in the technology, media, and telecommunications industry expect AI to have a significant impact on product offerings in the next five years. In addition, Financial Services, Retail, and CPG industries are expected to benefit from AI-based improvements in Business Process Management (BPM).

In sync with the above trends, the IT services industry is leveraging AI and automation in a big way and will be able to deliver better value and solutions to their customers, which will, in turn, lead to a better customer experience for their end consumers.

How has CSS Corp aligned itself to this new world where automation is the norm (Some details on internal platforms being created, the type of people being recruited would help)
Our vision is to build a new age services company and we have started moving aggressively on that path by adoption and investments in customer-centric technologies like AI, analytics, and digital. We are trying to break the stereotypes in the services industry through the adoption and implementation of new engagement models that would help our clients build better customer intimacy and more revenues.

In this context, we have built automation platforms like Contelli for IT Operations and Cognitive Customer Experience Platform for customer engagement. Our platforms promote symbiotic convergence between AI, analytics and automation at different junctures to drive effortless engagements. These are not generic platforms but contextual platforms built around solving specific problems in customer engagement and productivity.

We are investing heavily in new age technologiesto simplify customer technology ecosystems and bring clarity to chaos. These solutions are helping enterprises to move from traditional models to new age service models that help them identify new revenue streams. We continue to see good traction for these solutions amongst customers and prospects across various industries.

On the talent front, we recently recruited 30+ Data Scientists and Data Engineers to augment our platform capabilities. This team is instrumental in building AI, machine learning and automation solutions.

Our Digital Career Progression Framework, “Reimagine” has been specifically built to fast-track employee reskilling initiatives within the organization. We recently won the NASSCOM Digital Skills 2017 award for having one of the best digital reskilling platforms in the Indian IT industry. The framework facilitates an innovative approach to employee up-skilling and cross-skilling in new age digital technologies.

Can you give us specific examples where automation has made a big impact?
One of the successful use cases is the customer support industry where AI enables the convergence of human and machine intelligence. This results in improved business agility, operational excellence, and resilience, and brings about better customer experience. AI offers personalized and context-driven support, with a human-like interaction. The ability to respond instantaneously and accurately to customers’ questions and helping them in the decision making processes, has made AI an integral part of the brands’ customer experience ecosystem.

To fuel the growing needs of our customers, CSS Corp has built an AI platform Cognitive Customer Experience Platform that aims at bringing together various technologies like AI, automation and analytics, with pre-built vertical assets, 360-degree customer context, intelligent process guidance, and actionable insights that enhances customer interactions. Cognitive Customer Experience Platform integrates with all customer channels like voice, email, chat, and website, and provides a seamless and consistent omnichannel experience. It offers predictive intelligence, automated queuing, routing and channel allocation. Cognitive Customer Experience Platform can offer personalized recommendations based on customer analytics. It can indicate customer emotions, intentions, and other signals during real-time conversations, thus improving customer satisfaction levels.

The other use case that we have implemented using AI and automation is to simplify hybrid IT ecosystems. Early in 2017, we launched Contelli, an intelligent automation platform that combines advanced analytics and machine learning capabilities to prevent problems before they affect the customer. Contelli helps enterprises mitigate hybrid IT challenges with intelligent automation. The solution hyper-charges the enterprise IT operations ecosystem, predicts incidents, threats and business opportunities and assists in faster decisions. This platform, provided with a single-view dashboard, is powered with capabilities that eliminate problems before the environment is impacted.

Every year CSS Corp invests a significant portion of its revenue in building its innovation and research capabilities through our Innovation Labs. We continue to invest in building modular and niche solutions to simplify clients’ complex technology ecosystems.

How has this focus on automation helped CSS? Can you give us some measurable statistics (For example, productivity improvement of x% due to automation?)

During Contelli’s evolution in the last 9 months from a basic automation engine to its use of Artificial Intelligence (AI) for automation, we have been able to help enterprises mitigate their IT Infrastructure challenges effectively through context driven solutions.

For instance, today we manage 4 million networking devices across 85,000 stores for a large retailer through Contelli. We integrate capabilities of AI, machine learning and deep learning to predict network related issues and proactively manage complex ecosystems effortlessly resulting in 40% reduction in TCO, 30% productivity improvements, 97% availability of network connectivity and 98% resolution rate.

For a railroad and locomotive company, CSS Corp deployed predictive intelligence capabilities to pre-empt equipment failures, optimize daily operations and field resources. We constantly monitor the customer’s sensor based IoT devices and enable ideal failure prediction analysis with the use of real-time intelligence, image data analysis, acoustic data analysis, and operational intelligence. The company observed a reduction in operational cost by 30%, improved technician productivity by 18% and an increase in Mean-time-to-repair (MTTR) by 35%.

How do you see the opportunities for your firm in emerging areas such as Artificial Intelligence and Blockchain?
The rapid evolution of AI, machine learning, neural networks, and computational power has ensured that a wide array of activities is in the scope for automation today.
However, we often see organizations struggle to effectively leverage and implement AI capabilities to drive customer experience, efficiency, and productivity improvements. It is about finding the right use-case and reimagining IT with AI support.

Having implemented AI in customer engagements, we have identified the key to the success of any AI program is context. Recently, we engaged with a large networking company to simplifying their network ecosystem through Contelli. We performed an in-depth assessment of the client’s network infrastructure ecosystem and developed an early warning system by integrating NLP and advanced machine learning capabilities. The solution promotes fusion of real-time log data with historical data, identifies recurring patterns and provides automated resolution to resolve complex network related issues.

We at CSS Corp strongly believe that AI is the new electricity for enterprises. We are sitting on a huge amount of data from our customers where we can find patterns in that data, apply those patterns into real-time work, in terms of either benefiting the business process or helping in terms of creating the hyper-personalized experiences for their customers. Use of AI technologies has certainly helped us to predict customer behaviors, transform support operations while reducing costs and meeting customer expectations.


Indian enterprises leveraging the power of hybrid cloud

Hybrid Cloud is the way to go as Indian enterprises intensify their reliance on a hybrid Cloud setup, eyeing substantial cost savings and organisational benefits. To better serve the needs of Indian enterprises and SMBs, most cloud companies have either set up local data centres in India, or are in the process of doing so –

Hybrid Cloud represents the cloud model which orchestrates the mix of on premise Cloud, Private Cloud and Third party Public Cloud models to scale, meet and widen the data deployment options. This model offers several key advantages over using only private/ public cloud, especially for large enterprises that have considerable existing investments in IT infrastructure.


The views of Nishikant Nigam, Chief Delivery Officer at CSS Corp are also somewhat the same. “Cloud is increasingly changing the way business is done,” he observes. “But despite the increased cloud adoption, enterprises are finding it difficult to identify the right cloud strategy and model, and still lack clarity in segmentation and prioritization of applications for cloud migration. Scores of enterprises are still struggling with critical questions such as –

What applications should I move to the cloud?
Which type of cloud is best suited for my requirements – Public? Private? Hybrid?
Which provider can offer me the most flexibility and support?


CSS Corp to Exhibit at AWS re:Invent 2017

CSS Corp, a new age IT Services and Technology Support company, will be exhibiting at AWS re:Invent 2017 on November 27th, 2017 in Las Vegas. CSS Corp will be present at booth #1537 at The Venetian, Palazzo and Sands Expo Hall as a Bronze Sponsor.

At the event, CSS Corp will be demonstrating their industrialized cloud migration capabilities and success stories in collaboration with Amazon Web Services (AWS).

CSS Corp is an Advanced Consulting Partner in the AWS Partner Network. CSS Corp has developed a complete suite of solutions to shift from a “Program” to “Continuous Delivery” model for AWS cloud adoption. CSS Corp provides world-class cloud migration and management solutions to customers across various industries as they embark on their digital transformation journey. Some of their key cloud customers include the digital marketing division of the world’s leading FMCG company, engineering division of a large tire manufacturer and a learning management company.

The company has deep expertise in migrating large volumes of applications rapidly to the cloud ensuring a risk-free and secure migration. CSS Corp’s cloud transformation services enable enterprises, simplify migration planning and weed out complexities to improve productivity.

CSS Corp’s flagship cloud solutions Cloud Map, Cloud Path and Cloud Drive are designed to migrate and manage AWS workloads seamlessly, deliver exceptional results and maximize the benefits of the cloud. CSS Corp has leveraged the power of AWS to help companies across verticals transform their business operations through seamless cloud migration. The company has been providing large scale migration of apps and data to the cloud to leading Fortune 1000 companies.

To know more, please visit the CSS Corp booth at AWS re:Invent, where you will also get the chance to experience their new age solutions that are designed to reimagine customer engagement.

About CSS Corp

CSS Corp is a new age IT Services and Technology Support company that harnesses the power of AI, automation, analytics, cloud and digital to address customer needs. The company partners with leading enterprises to help realize their strategic business outcomes. Its team of 5,500 technology professionals across 16 global locations are passionate about helping customers differentiate and succeed.

For more information please visit


Driving Digital Sustainability with Carbon Neutral Websites

The term carbon footprint is catching up fast and helps us understand the levels of emissions of gases that cause global warming and impact climate change.

The world is getting digitized, and more and more activities, tasks and functions are becoming dependent on digital content. The concept of digitization, over the last 40 years, has been an outcome of convenience, experience, the need for access to information, saving time and many more possibilities. The world without digitization is unimaginable in multiple dimensions.

The three main assets as part of any digitization setup are hosting centers, networks and devices. The data centers host the content, and transmit this information through the network connections, and finally push the information onto different devices (end-users). Now, it is interesting to note that ‘going digital’ is not carbon-free but more like using ‘very less carbon’. Various studies estimate the contribution of web technologies to the carbon footprint between 2.3 – 3.7 percent of global CO₂ emissions.

The term carbon footprint is catching up fast and helps us understand the levels of emissions of gases that cause global warming and impact climate change. To drive sustainability, it is imperative to understand the underlying contributors of carbon sources, no matter how small their contribution.

A carbon footprint is a measure of the total greenhouse gas emissions caused by an individual, event, organization, service, place or product expressed as a carbon dioxide equivalent. Research from 2018 estimates the information technology sector’s carbon footprint to be 1.4% of overall global emissions, and the sector uses 3.6% of the global electricity for its operation. This sector’s carbon emission comes from user devices, such as phones, tablets, computers and modems, followed by communication networks for both fixed and mobile access, and data centers, including enterprise networks and operator activities.

In India (778 million) and China (988 million) alone there are about 1.76 billion internet users. Now, doing the math of 1 hour internet usage per day and 100 days in a year would lead to an astronomical figure of 200 billion hours of computer/mobile usage in a year. The digital chain for all digital content consumes energy, and has a direct impact on the global CO2 emissions.

As of January 2020, global statistics suggest that there are approximately 1.74 billion websites running on the internet with 4 billion+ estimated daily visitors. There are also 8.9M mobile apps as per a report, and all these add to carbon footprint scores.

There is an increased focus at the consumer as well as corporate level on green and sustainable operations. With organizations committing to net-zero emissions and sustainable development goals, decarbonizing digital assets is gaining significant traction across industries. Reducing the carbon emissions associated with a website boils down to reducing the amount of electricity being used to load, send, and view a web page, and then ensuring the resulting electricity required is from clean, renewable resources.

A study conducted in 2016, showed that data centers across the world consume more than 400 terawatts per year, which is about 3% of global consumption. In the future, internet transaction volumes are expected to continue to grow, partly because a larger share of the global population will be connected, and also due to the expansion of Internet of Things (IoT) devices.

This requires a process to study the information flow through web infrastructural components and benchmark the present level of carbon footprint to identify the improvement areas, which are then followed by taking definitive actions and validating the changes as part of continual improvement cycles.



5G: How It Will Change The Network World?

Gartner’s Hype cycle chronicles the innovation triggers that is re-defining the technology trends of the future. This year’s future-ready movements include the dominance of immersive technologies, digitalized eco-systems, democratized AI and ubiquitous infrastructure. The future connected space is made possible through the tactile internet, ubiquitous IoT and hyper communications that are underpinned by 5G infrastructure.

The exponential advancement in the telecommunications trajectory is entering it next paradigm shift with 5G technologies. From the 1G analog phones; human have pushed ahead with the mobile revolution through 2G, 3G, and the current 4G standards. The decade-old fourth generation has exploded into our consciousness with high-speed internet at 100 kbps with information, entertainment and connectivity at our fingertips.

As per Cisco Virtual Networking Index, global IP traffic will triple with a CAGR of 22% over the next three years. One billion internet users will reach out through 3.4 devices consuming over 194 Exabyte of data per month. Machine to machine connections will reach over 12.2 billion engendering an IoT revolution.

A transformative force for global change

Imagine a world with no barriers where communication shrinks space and time. High-speed data with reduced latency and low energy consumption promises light speed connections with near zero information loss. This facilitates businesses, governments, organizations, and communities to seamlessly interact, proactively remove obstacles and extract high efficiencies. This is an innovation trigger that can re-invent the way of life.

5G is not an extension of 4G speed. It leverages the data crunching potential of cloud, virtual networks, edge computing, IoT and more to deliver mission-critical services worldwide. University of Surrey’s 5G innovation center reports an average network speed of 800 Gbps that will bring new dimensions to instant gratification. Qualcomm reports over $12 trillion in 5G services that can impact on how humans work and play on earth and in space.

For example, high-speed data is critical for autonomous vehicles. Seamless urban traffic to 5G driven Vehicle-to-Everything communication will make accidents passé’ and snarls redundant. Lightning speed connections and responses where vehicles share information with urban artifacts and architecture, fellow vehicles and with pedestrians will completely transform how we manufacture cars, design our cities, and use machinery and so on. The ramifications can be felt in industries such as agriculture, mining, construction, transportation, retail, etc.

Re-defining human connect

Human connects will be unconstrained by geographies with the evolution of internet speeds. Researchers are excited about Edge or Fog computing which involves personal cloud power for people.  Imagine billions of clouds churning out data that are instantly converted to actionable insights for personalized responses.

Healthcare is another sector that will reap the benefits of 5G connectivity. The “Tactile Internet” which is an amalgamation of real and virtual objects will blur the boundaries of reality. Ubiquitous sensory wearables can seamlessly map movements and project alternate realities across spaces. This means surgeons can use the tactile internet in telesurgery for patients across the globe. Data streaming through sensory devices can provide real-time health information for doctorxs to deliver accurate diagnosis a world away. But the tactile internet is only possible with low latency high-speed 5G connectivity. And this is not a sci-fi fantasy world, companies like Huawei are actively investing to power the possibilities of the tactile internet.

Why businesses consider 5G to be elusive

Capital investments, lack of business need and customer adoption stand in the way for true 5G adoption. 53% of executives believe that there is no compelling reason to shift to 5G immediately. But most of them are unified in their views about the long-term potential for high-speed 5G connectivity.

A large majority cite high capital investments as a deterrent towards 5G investments. But experts point out that exclusive 5G networks need not be built as it will seamlessly connect with 4G cells. Mobile network operators will be spending less than $20,000 inclusive of all costs for upgrading existing nodes. With more migrations happening to 5G, technological advancements will eventually allow the peaceful co-existence of 4G and 5G spectrums resulting in a better allocation of services ensuring cost savings.

5G – A change of a lifetime

Every technology does have its detractors. Therefore, it is prudent for market challengers to keep 5G within their crosshairs to ride over the disruption curve that will explode in the next decade.

Bearish outlooks are not marring the long march towards 5G. Technological advancements in autonomous vehicles augmented reality and AI is fueling this surge. The emergence of SpaceX, functional humanoids like Sophia and Smart cities across the world will necessitate 5G connectivity. Smart devices can work together only if data connectivity is 10 times faster than 4G networks and latency drops by a factor of 10. With customers demanding immersive experiences that transcends space and time, it is imperative that businesses remain bullish about 5G capabilities.

The author, Phani Kishore Burre is Senior Vice President & Global Delivery Head – Networks, Cloud, Infrastructure & Security Services at CSS Corp

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How CXaaS Can Drive Meaningful Customer Experience Outcomes (And How To Choose The Right Partner)

It’s long been acknowledged that the deciding factor for consumers when they’re choosing between products and brands is often the customer experience. Since this is such a longstanding idea, why is it imperative that organizations take a closer look at and reimagine their CX strategies now? We all know the impact of a bad experience and the ripple effects it can have on a brand and consumers. It is also common knowledge that even the power of a strong “brand” no longer assures customer loyalty.

In addition to the existing complexities of customer acquisition and loyalty in an ever-changing landscape of innovation and disruption, we now live in an environment where the power of choice is a push of a button or a simple request to Alexa away. The ongoing pandemic has driven significant changes in consumer consumption patterns. The traditional touchpoints for consumption of goods and services and for customer support have dramatically shifted.

I believe mapping the customer’s journey from the first touchpoint to the final one, understanding their intent (both stated and unstated), and predicting actions or gleaning insights from the huge unstructured data sets we use to improve decisions have all become more important than ever.

The Trouble With Technology-Based Solutions

The cloud-based contact center as a service (CCaaS) model has enabled enterprises to augment contact center technology with the ability to scale on demand while maintaining relatively lower infrastructure costs. Cloud helped pave the way for increasingly automated and cognitive contact centers by bringing in further technological advancements, reducing human interactions and increasing efficiency. These technologies analyze huge chunks of customer data that often lie dormant in contact centers.

A 2019 McKinsey article emphasized that companies have used advanced analytics in contact centers to reduce average handle times by up to 40%, increase self-service containment rates by 5% to 20%, cut employee costs by up to $5 million and boost the conversion rate on service-to-sales calls by nearly 50%.

Savvy CX leaders today know that technology is only part of the solution. The disruption of the last two years has shown us that there are several components we should be considering that fall outside of the traditional technology-focused approach, including:

• A long-term strategy and vision for CX that drives business outcomes.

• Ownership of the full spectrum of CX and EX.

• A unified customer persona and journey across their digital footprint.

• Scalability of the entire CX ecosystem.

The reliance on multiple partners for technology and services can also result in discord rather than harmony, which can lead to disjointed CX and EX, higher costs and poor levels of customer and employee satisfaction.

An Integrated Approach

True CX transformation is so much more than just technology transformation. While technology remains a crucial lever, organizations should also include integrated strategy, employee amplification and process optimization in their transformation plans.

Enter customer-experience-as-a-service, or CXaaS, which enables customer-centric businesses to move away from their contact center platforms and patchwork of solutions and have a single strategic partner manage their CX environment in true “everything-as-a-service” style. (Full disclosure: My company offers services like these.)

CXaaS is distinct from CCaaS, which typically only provides cloud-based contact centers and related technologies. CXaaS is a cloud-based offering that brings CX strategy, technology innovation and employee expertise together in an end-to-end managed services model. It typically entails consulting, as well as the implementation and management of end-to-end CX and EX operations.

CXaaS can enable process and technology standardization across global CX and EX operations. The model’s goal is to enable data to freely across layers of people, processes and tools so enterprises can get access to insights derived from correlated customer data, product data, customer service data, voice of customer (VoC) data from multiple digital channels, process data and so on. Business leaders can leverage this actionable intelligence to better understand changing customer behaviors, improve product features, forge deeper relationships and map out seamless customer journeys.

Choosing A Partner

CX ecosystems are complex. To truly succeed, enterprises should evaluate CXaaS partners on a myriad of parameters to ensure the success of their CXaaS implementation. For example, enterprises should ask providers:

1. Strategy: How will the partner consult on and align their CX strategy to the organizational strategy to drive business outcomes?

2. People: Does their talent base meet your needs? How can they improve the employee experience through technology?

3. Services: What do their managed services for customer engagement and digital enablement entail?

4. Technology: In what ways will their technology make the enterprise’s CX ecosystem experience more seamless? How does the partner leverage AI, automation and analytics? Will their solutions help reduce technology debt, and if so, how?

5. Outcome ownership: Most importantly, do they offer CXaaS in a consumption-based model? This allows enterprises to pay only for what they use and means the partner owns CX outcomes.

Distinguishing between service providers can often be tricky. The best CXaaS providers are usually willing to create partnerships that go beyond the regular outsourcing and full-time-equivalent-based deal arrangements. For example, they might be open to creating outcome-based contracts or progressive value realization models, where a client sees value as time progresses but makes a relatively smaller investment at the start. To make these partnerships successful, enterprises should ensure that incentives on both sides are aligned and that they’ll share risks with the provider. Traditional outsourcing models tend to be very linear — suppliers provide a service, and buyers pay according to the scope of the project (as measured by the effort the suppliers puts in). These models have now evolved so suppliers get paid not only for effort but also for the outcomes that they drive.

In today’s times, I’ve found that buyers care more about outcomes than effort. CXaaS providers should be able to demonstrate how they structure win-win relationships that provide big upsides on both sides.


Are you aiming to win in the experience economy? Well, customer experience management (CXM) can be stressful, especially if you have a labyrinth of technology and processes to navigate. That’s why it’s important to choose the right strategic partner for your business if you’re looking for a turnkey approach.


How to Leverage Geospatial Data to Map Locations and add Business Value

The story of Robinson Crusoe who survives the storm and the wilderness is one of the most enduring classics in English literature. This genre of humans surviving in the wild against all odds is immortalized on screen through films like “Castaway” and “Life of Pi.” However, the emergence of GPS, Google Maps, and satellite imagery has reduced the meaning of the word “lost” to a fictional term. A large number of people on the move, from an adventurer to a top executive are using sophisticated street maps, satellite imagery, and route planners to leverage location intelligence and identify the area of choice. This form of intelligence combines the capabilities of geospatial technologies, data analytics, and artificial intelligence to visualize the geographical patterns, routes, and spatial trends to plan, map, and optimize the positional dimension.

Location — The New Value Multiplier

Geospatial technologies facilitating high-end locational intelligence will be the catalyst for a smart, inclusive community. Internet of Things, big data analytics, and artificial intelligence integrated with spatial intelligence will transform the way we live and work. For example, United Nations Smart Cities initiative aims to create self-sustained urban pockets to combat the bottlenecks of congestion. By 2050, 70% of the global population will be concentrated in cities and planners are turning to information and communication technologies to create secure living zones for all.  Location data gathering is made possible through the network of connected sensors that delivers real-time information of community movement, utility deliveries, traffic, crime, etc. Geospatial technologies can use the power of IoT and analytics to provide real-time insights to manage basic amenities such as power and streamlining postal operations.  This form of data combined with market intelligence, demographics, and operational data can be used for building marketing networks, creating telecom infrastructure, or scheduling healthcare visits in smart cities.

Streamlining delivery- Mitigating Risks

Global supply chain experts are also increasingly depending on locational intelligence. Amazon’s highly efficient supply chain is enabled through a plethora of sensors, RFID tags, and next-gen geospatial tools. Amazon’s delivery center has complete visibility into 680 million packages delivered with real-time information of its position on planet earth.

This visibility becomes imperative for cold chain operators wherein locational information necessitates quick actions. For e.g., if a truck of life-saving vaccines is stuck due to document holdups, then executives need to take action in split seconds. IoT enabled sensors can drive real-time asset monitoring to provide reports and alternatives needed to salvage the situation. The stranded truck can then be re-directed to the closest airport or land transport location wherein the shipment can move ahead. Spatial integrated real-time asset monitoring is helping organizations to move away from reactive actions or post-mortem analytics to predictive analytics to ensure cold chain efficiencies.

Location analysis- Creating the Impact

Here are a few industry areas which are bound to witness a resounding impact through the use of geospatial data.

Telecom: 5G is bound to revolutionize mobile internet connectivity. This technology is driving a confluence of digital technologies such as big data, AI, cloud, and automation, to enable seamless, low latency, high bandwidth connectivity, and bring in a paradigm shift in customer experiences. For transmitting high-frequency 5G waves, accurate geospatial data is a must, since the waves can get disrupted even by the most negligible blocks (e.g. raindrop). Geospatial data can also boost location-based advertising, drive adoption of network-driven wearable devices, and help evolve new digital products and services.  New distributed messaging systems are also evolving which enables the transfer of large data volumes through geo-distributed replication to multiple data centers.

Automotive: The advent of digital maps has changed the way we perceive the world. It is now possible to quantify the time required to travel from one point to the other or to decide on the fastest travel route. Though widely used apps such as Google maps help in leveraging geospatial data, its real business use is in the area of logistics and transportation. Key intervention areas include mapping inventory locations, analyze faster routes, track vehicles, and govern dispatch schedules. Location data is widely used in building safe driverless cars for collision avoidance, parking assist sensors, mapless navigation, vehicle localization, mobile eye implementations, and build high definition maps.

Utilities: Renewable energy firms and utility firms leverage location analytics continually to optimize service outcomes and monitor equipment health for optimal performance. Geospatial data can be used to track power consumption and weather patterns to foresee future consumption needs, and when synergized with IoT, it can help in the overall performance of power grids. A community in rural Vermont powered by renewable energy was able to save $200,000 at the right time by using location-based data.

Geospatial Intelligence- Empowering business

For tomorrow’s connected world, geospatial data will emerge as a key differentiator for businesses while building new products and services. This form of data can also be leveraged for decisive insights and enable smarter business decisions. The synergy of analytics and location intelligence can also empower organizations to delve deeper into the customer journey and drive more location-specific business. Geospatial data, when combined with customer profiles, can make your business more contextual helping in sustaining growth momentum and competitive advantage.

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Digital business acceleration is imperative in a competitive world

Covid-19 fundamentally changed the way organizations work. Faced with disruption, organizations rapidly adopted new business models to meet evolving customer aspirations.

It was an enforced change imposed by an unforeseen pandemic, but that change is here to stay. Recovery may be on the horizon, but organizations have realized through this experience that they need to build even more resilient businesses than ever before to cope with future stressors.

The pandemic is said to have accelerated digital business transformation by months and, in some cases, even years. Consider some of the runaway winners in this pandemic: Amazon, Zoom, Slack, Netflix, or Apple. These were all organizations that adapted digital early and were able to capitalize enough to create new customer experience benchmarks.

Learning from these early adopters of digital transformation, we can identify what I call the three layers of digital business transformation,

  • Data-powered product innovation
  • Using artificial intelligence for efficient IT and infrastructure operations or AIOps to drive that innovation
  • Maximized front-end customer experiences and revenue generation through streamlined RevOps

Real process efficiency and true digital business acceleration will be realized only when these three principles of innovation, AIOps, and RevOps, are connected and operating cohesively with a common thread of data.

To achieve their business goals, they have to strategize detailed roadmaps on integrating the different layers of product, AIOps, and RevOps. The efficiency, output, resilience, and eventual sustainability of these three layers will be the key to the long-term success of digital business products.

Creating a data-based ecosystem for constant product innovation

We have heard this phrase a lot in 2021 “product-led innovation and growth”, if you look closely, you will see that an organization’s success in this post-Covid era depends on the maturity of its approach to product innovation.

Mature organizations view their products and offerings as long-term digital assets that evolve across a lifecycle curve and build a culture of pragmatic data-driven innovation.

New product build, new features, and functionality are incremental steps on the overall innovation journey. You need to combine these steps with breakthrough innovation and create new opportunities for product-led growth and new product concepts.

Break your data and information siloes. Your organization’s infrastructure and the customer-facing layers are hiding troves of data on product usage, availability, and experience. You need to set up systems to continuously mine this data and plug these insights into a continuous product innovation cycle.

Combining these with the right team and offering your talent the environment to excel is critical. Let your data empower you to think of how your product can deliver long-term growth and how your customers can use it in optimal ways for maximum experience.

Enabling infrastructure resiliency through cloud transformation

Digital enablers such as AI, ML, and cloud were the keys to creating accelerated customer-driven digital businesses during this pandemic. Cloud has emerged as the core foundation to acquiring and building AI capabilities. AIOps promises to take on some of the most challenging IT issues structurally.

But the first step is to make a meaningful assessment of existing IT infrastructure, including legacy systems, and then use AIOps strategically. You will need to overhaul or modify your legacy systems to leverage AI/ML Ops.

Think beyond traditional IT service management restricted to the back-office, and embrace enterprise service management that brings front-office data and processes to the table. Historically, it has been a challenge for organizations to create a connected ecosystem of front-end and back-end technologies.

But imagine the experience of an online buyer when the payment gateway doesn’t work because the back-end is not robust. Today, when front-end digital touchpoints have become critical for business, you must design infrastructure for that goal and make the back-end ubiquitous.

Most successful digital leaders are swiftly moving toward invisible infrastructure. And AIOps is the stepping stone towards NoOps. Also, integrating AI/ML with DevOps and DevSecOps is a crucial step in this transformation, ensuring more efficient workflow and alleviating some of DevOps’ operational complexities.

Converging all the data points with RevOps

RevOps has become more data-driven than ever before – more complex as customers have evolved. The service economy and the experience economy are passé. Today, we are in the attention economy. To win your customers’ attention at the right moment with the right message, you need data and speed to use that data.

The growing importance of the cloud that I have spoken about earlier, even in AIOps, enables edge computing and instant access to insights. Your systems, machines(bots), and people can use these insights to create a seamless customer experience across their product journey.

The pandemic has changed the speed and scale of digital business acceleration forever. It has shown how technology needs to meet data with revenue in one connected ecosystem. It is the only way to future-proof your organization as it meets tomorrow’s new digital challenges.


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