Author - unwiredcp

We are elated to extend you an invitation for our upcoming summit – The Economic Times Surge 2022 which will be held on Tuesday, 13^th September 2022 at The Lalit, Mumbai on the theme of “Accelerating Cloud Transformation”.

The cloud is the foundation of “digital-first” business models that organisations are attempting to create. Regardless of the goals of the digital transformation, cloud computing is a requirement for business transformation. The cloud computing model is generating prospects for cost reductions and innovation. 

The Economic Times Surge 2022 will be an eclectic mix of panel discussions, fireside chats, Networking cocktails with industry stalwarts from leading organizations across verticals to discuss and share their insights on accelerating cloud transformation.

Key Discussion Pointers:

1. Unlocking the full potential of cloud – Driving customer value & security
   Discussion on evolving with their key applications and workloads on cloud, its migration and management, understanding AI-enabled security models and use-cases that focus on higher-value activities, security expertise and greenfield implementation.

2. Co-Create the next Cloud Transformation – Cloud transformation is an on-going business that requires digital skills and intelligent platforms

Atanu Pramanic
CIO & Joint President
Hindalco Industries

Dr. Avadhut Parab
CIO
Parle Agro

Byju Joseph
CTO
Future Generali India Life Insurance

Dipak Nair
CTO
Tata AIA General Insurance

Dominic Vijay Kumar
VP & CTO
ART Housing Finance

Jatin Meswani
Sr. Partner FSS
Kyndryl

Lalit Trivedi
Head IT & CISO
ITI Mutual Fund Trustee

Naved Hussain
CTO
Adani Capital

Neilmani Sahu
Head of IT
JSW Paints

Nischal Khorana
VP & Global Program Leader
Frost & Sullivan

Dr. Puneet Kaur Kohli
CTO
Universal Sompo General Insurance

Rajat Yadav
CIO
CNH Industrial

Srinidhi S.R
Cloud India Head
Kyndryl

Tarun Pandey
Vice President – IT & Head Data
Aditya Birla Capital

Tejasvi Addagada
Head – Data Management, Governance, Privacy
Axis Bank

Tejveer Bhogal
Head – Governance, Alliances & PMO
Bennett Coleman and Co.

Venkat Krishnan
Executive Director, Global Partner Solutions
Microsoft

Vinod Kumar
CIO
Fino Payments Bank

Yogesh Jiandani
Management Consultant
Information Security Systems International

As organizations realize the benefits of digital and cloud transformation, it has resulted in a further increase in pace for cloud adoption. However, this accelerated digital transformation introduces complexities that can make it challenging to secure, protect and recover data which now exists in more places than ever – from on-premises to cloud, to SaaS applications and an increasing number of end-points.

Cloud and SaaS application trends have outpaced traditional datacenter-based application growth even as legacy workloads persist and must be managed. To complicate matters, this change is happening at a time when ransomware and cyber threats-and their cost- is on the steep rise whilst at the same time, there is the increased pressure to optimize shrinking resources due to skill shortages for cloud, cybersecurity and data protection.

Imagine if you could seamlessly manage your traditional workloads and also manage cloud-native and modern workloads all from a single pane of glass? Imagine if you had the choice to build and scale to your “best-fit” requirements – the ability to choose appliance, software, SaaS, managed services or a hybrid mix to grow and evolve?

In this webinar, we will explore how you can traverse your entire IT stack whether on prem, in the cloud, or both, using the Power of AND, while experiencing benefits such as

• Mitigating security risks as you modernize and move to the cloud
• Minimizing the cost and complexity of data silos and fragmentation
• Optimizing staff resources with an intuitive, consolidated data management experience
• Safeguarding your SaaS app data with proven protection

Anshuman Rai
Area Vice President – Sales
Commvault India and South Asia

Manish Kishor
Global CIO
Wockhardt

Pawan Chawla
CISO
Future Generali India Life Insurance

Pinak Chakraborty
CIO
Airtel Payments Bank

Rajesh Uppal
Group CIO
Maruti Suzuki

Rajkumar Ayyella
Chief Information Officer
KEC International

Yogesh Jiandani
Management Consultant
Information Security Systems International
Moderator

Customers today have higher expectations from customer support. So much that they will churn and never come back after 1 bad customer support experience. We are seeing a massive increase in # of tickets being raised by customers across all channels. This increase is significantly outpacing business growth leading to increased costs & lower NPS. While many companies have deployed chatbot to manage the increase volume of tickets, the deflection and resolution rates continue to be low.

To improve the customer experience, it is first necessary to understand the customer’s perception of the brand and to collect, analyse and implement the feedback of the customers. Agents are likely to be the first person-centred point of contact for customers. Even if a sale is made online, clients may require assistance.

Agents are now working remotely and with great resignation, we are seeing almost 100% annual churn in many contact centres. With an average organization today spending 4-6 months to train an agent, we have to rethink how we empower the agents to deliver first contact resolution with minimal training.

Unified-CXM Starts with Unified Customer Care

The best customer service experience is when you don’t need one. At Sprinklr, we believe this should be the goal of every organization; where the experience is so seamless that there is no need for people to reach out. Where product and service issues are predicted in advance and customers receive more proactive care. Where the brand fixes their problems before they become problems. Because Customer Experience doesn’t start at the front door of your contact centre. Most companies aren’t there today, but we want to help them get there by helping businesses unify the customer facing functions.

Join us for this exclusive webinar where you will learn how you can experience a new paradigm in customer service and overcome these challenges.

Prithviraj Surendranath
Senior Manager, Solutions Consultant
Sprinklr

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A strong credit score is important in assessing the credit worthiness of the borrower for timely disbursement of loans by financial institutions. In the absence of a good credit score, there is a huge probability of a bank/ a financial institution turning down the loan. What does it take to maintain a good credit score consistently and what processes should a borrower/ customer adopt?

The virtual roundtable on ‘CIBIL score and Report Awareness’ will help one to understand the nuances of what goes into having a good credit score’

Target Audience

Representatives from:

• Banks and NBFCs
• Fintech Companies
• Students Community and Academicians
• Manufacturing Companies
• MSMEs
• Retail Community

“The customer is still king, and in the tech-driven experiential age, Customer Experience—not service—is the king-maker.”

Outstanding experiences are the biggest differentiator for consumer’s in today’s Digital World. The global pandemic in the last couple of years has accelerated digital transformation and adoption at an unprecedented rate. Nowadays, marketers are dealing with changed consumer expectations, where marketing communication needs to be hyper-personalized, one-to-one, real-time and tech & data driven.

Advancements in technology, data, and analytics are allowing marketers to create much more personal and “human” experiences across moments, channels, and buying stages. A recently conducted McKinsey survey of senior marketing leaders reveals that 15% of CMOs believes their company is on right track when it comes to personalise experiences. And they are also preparing themselves for another tsunami of change that will be brought about by deprecation of 3rd party cookie data.

Ecommerce retailers are looking at boosting revenue by personalizing and curating 1:1 customer experiences, while also saving costs by enabling retail automation across catalog management, site merchandising, product, and marketing operations. This enables retailers to personalize for every individual shopper, ensuring the highest returns. Learn the specifics about how this works, different personalization strategies, and the goals they help achieve.

AI (Artificial Intelligence) plays a very critical and important role in 1:1 personalization as it allows marketers to surpass the individual customer’s frustration, challenges, problems and understand their expectations. Thus, going forward brands will need to invest in AI or ML based technology for capturing the consumer behaviors and preferences as well as prioritize key strategic and technological changes that make the most of their 1st party data to continue on the path of growth.

1:1 personalization is no longer a “nice to have.” Consumers will continue to gravitate towards and stay engaged with brands that speak to their unique tastes and interests.

To address these issues, Join The Economic Times Live Webinar on “Focused Persona Building: Strategies that will help you unlock the power of your first party data and 1:1 personalization” on 23rd June 2022 (4:00 PM – 5:00 PM) powered by Amazon Internet Services Private Limited (AISPL), Mad Street Den (Vue.ai) and FirstHive (AWS Partners), to discuss the various key pointers that how brands can be more focused on persona building and deliver the better customer experience and what strategies brands can adopt to win the game of 1:1 personalization/customer experience.

Key takeaways from the session: –

• • • • How the marketing landscape is evolving
      • Solving the privacy + personalization paradox using first party data
      • Improving eCommerce experiences with AI
      • Customer Experience Delivery: Strategies to deliver personalization across channels

Preetam Oswal
Regional Lead for Manufacturing, CPG & Retail Segment
AWS

Shradha R
Associate Director – Product Marketing
Mad Street Den (Vue.ai)

Vishnu Bhavaraju
Chief Growth Officer
FirstHive

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Work has changed considerably during the last two years. The majority of employees seek remote and flexible work opportunities. Cyberthreats have reached unprecedented levels. With the shift to hybrid work, IT managers are faced with the task of providing new technological experiences to their employees.

Moreover, according to Harvard Business Review’s Workplace Evolution, 78% of senior executives in enterprise firms agree that creating a modern workplace approach is critical. However, only 31% believe their organization is innovative enough to do the same.

It’s not easy to shift a fixed attitude into a forward-thinking one within a company, and with the ramifications of remote working owing to the pandemic, many companies have undergone rapid transition in recent years by deploying Modern Workplace technology. This gives their staff access to cutting-edge technology that allows them to work smarter and more productively, interact with distant teams, and take advantage of the many other advantages that Microsoft provides.

The Microsoft Modern Workplace is the one that runs on the Microsoft suite of cloud-based technologies and productivity applications. They were a forerunner in the modern workplace ecology.

Microsoft Modern Workplace tools lead to higher productivity and contentment while boosting teamwork and ensuring the security and integrity of systems and data. Microsoft assures that employees get the most out of themselves, collaborate securely, and have a variety of devices and apps to choose from. Microsoft assists a company in adapting to today’s environment by creating new connections between people, systems, and activities. They assist no matter where employees are or what job needs to be done. Microsoft get this ball rolling smoothly.

• Concept of a modern workplace, and why should businesses adopt it?
• How does Microsoft assist in creating a professional operational setup that meets both the physical and technology needs of company and its employees?
• Using the newest Microsoft technologies, a Modern Workplace fosters company-wide business transformation- “The Future of hybrid work”
• Four pillars within a modern workplace-

-Communication:  Making communication streamlined within employees

-Collaboration: Microsoft Modern Workplace promoting collaboration

– Productivity: Flexibility, speed and productivity with Microsoft

-Automation: How does Microsoft Modern Workplace facilitate automation

• Microsoft Security, “The five Magic Quadrants”-by Gartner
• Streamlining Windows management gives IT more power

Microsoft’s modern work environment “A single-step approach for staying relevant in the marketplace while establishing a flexible and agile enterprise in preparation for the digital advanced future.”

Goutam Datta
Chief Information & Digital Officer
Bajaj Allianz Life

Nirajkumar Pandey
Technical Lead, Cloud Services
Embee Software

Ranganathan Iyer
Group CIO
JBM Group

Tim Dwyer
Head – Global Infrastructure, Engineering and Operations
Cognizant

Sheena George
Partner
EY
Moderator

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“It doesn’t always take humans to understand humans. Machines are building relationships with customers on behalf of the enterprise.”

Customer expectations must be understood for any business to be prepared for major shifts. Coupled with the “new normal” in the wake of the pandemic, the digital economy has accelerated, and customer behaviour has massively shifted online. The ushering of internet has created a paradigm shift in customer behaviour.

Brands are now competing for attention across a variety of channels. In the pre-COVID times, businesses tried delivering consistent experiences across offline channels. But as customer touchpoints proliferate, there is a pressing need for businesses and brands to deliver unmatched experiences consistently across all channels and throughout the customer journeys.

It is projected by 2023, Machine Learning (ML) and Artificial Intelligence (AI) will be responsible for automating nearly 40% of all customer interactions.

Brands that are using AI-powered customer engagement platforms have witnessed up to a 45% uplift in engagements, a 33% increase in conversion rates, and a 25% increase in sales. Unlike human employees, AI can simultaneously access hundreds of sources, collect the data required for a task, and translate that data into insights.

Businesses today acknowledge the tremendous value and ROI that embracing AI can generate for digitally transforming and revolutionizing customer experience. AI and ML advancements enable businesses to analyze customer behavior, aid real-time decision-making and deliver hyper-personalized, exceptional customer engagement.

Experience is everything, and a growing percentage of those experiences are digital, especially in the light of the coronavirus pandemic’s heightened demand for contactless services. To create a seamless customer experience, an organisation must first understand what it’s customer’s desire and the challenges they confront while dealing with company. Only 29% of client-facing organisations thought they had developed a cohesive experience across their digital assets, according to a survey released by London Research and BlueVenn, only 9% of respondents indicated they created a consistent customer experience across all touchpoints when asked how their CX (customer experience) strategy performed online and offline.

Understanding consumers engagement with the organisation & it’s services, requires creating a customer journey map. An organisation may establish a more accurate image of customers’ journey and alter their online experience at every touchpoint by integrating data and artificial intelligence (AI). Through this way an organisation can find clients’ touchpoints and identify any conversion hurdles by mapping their journeys.

To address these issues, Join The Economic Times Live Webinar on “Leveraging AI in creating winning B2C customer journeys” on 16th June 2022 (4:00 PM – 5:00 PM) powered by Amazon Internet Services Private Limited (AISPL), MoEngage and Leadsquared (AWS Partners), to discuss the various key pointers that how businesses can leverage Artificial Intelligence to deliver the best Customer Experience (CX). We will discuss the key challenges, future focus, and leadership perspectives on customer’s changing behaviour through digital experience.

Key takeaways from the session: –

• Understand customer’s intent and pain points
• Benefits of Customer Journey Mapping
• Optimize Customer Journey Mapping with AI (Artificial Intelligence)
• Create a seamless customer experience
• Role of AI in completing the customer journey to integrate, improve, and re-imagine customer experience (CX)

Ashish Kumar Nijhawan
VP of Key Accounts
Leadsquared

Gaurav Taparia
Enterprise Business Lead
India- Moengage

Niraj Nagpal
Sr Industry Specialist APJ Ad/MarTech
AWS

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In the digital age, cloud computing has become one of the most essential tools for long-term market success. Enterprise-ready cloud platforms are lowering the barriers to digital transformation and delivering the technology foundations to power a new breed of intelligent enterprise. These future leaders are perceptive, agile, and responsive in ways that have never been possible before, redefining the business of manufacturing and helping to unleash a new wave of industrial innovation.

The retail industry is in a state of constant disruption. Since the onset of e-commerce, digital transformation in the industry has accelerated, bolstered by the need to meet the expectations of the modern, empowered consumer. At the same time, the widely predicted apocalypse of brick-and-mortar retail has not materialised, in part because the tactile and personal experiences that shoppers crave cannot be replicated in a digital only world.

The intelligent retail enterprise of tomorrow will take advantage of the full potential of its data, transcending traditional silos to unlock a complete view of the customer. This data, paired with insights available from external sources beyond the four walls, will help them to know their customers so well they can predict their every purchase.

Join the ET Unwired Session SAP on Azure: Unleash the power of Cloud for Intelligent Retail powered by Microsoft to learn how to leverage the advanced capabilities of the Intelligent Cloud and Intelligent Edge to deliver a personalised approach to attract and retain customers, a workforce empowered to elevate the in-store experience, an intelligent supply chain to predict and fulfil demand, and a retail experience not yet imagined.

Discussion Areas: Four Pillars of Intelligent Retail Transformation

• Know Your Customers
• Empower Your Employees
• Deliver Intelligent Supply-Chain
• Reimagine Retail

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In the digital age, cloud computing has become one of the most essential tools for long-term market success. Enterprise-ready cloud platforms are lowering the barriers to digital transformation and delivering the technology foundations to power a new breed of intelligent enterprise. These future leaders are perceptive, agile, and responsive in ways that have never been possible before, redefining the business of manufacturing and helping to unleash a new wave of industrial innovation.

According to industry experts, cloud is the infrastructure that pharma organizations need to enable true digital transformation. In a vast number of use cases—from discovery to development and clinical research—different types and sources of data need to access each other in real time. In discovery and clinical trials, pharma organizations are generating huge amounts of data that have to be summarized and archived.

Pharma companies must access customer data for healthcare providers in order to look at affiliation or prescribing history. Most of the time that data resides in other databases. But with SAP on Azure, pharmaceutical organizations can access and leverage data in the cloud, and they can use other cloud tools like AI and data analytics to derive next steps.

Join the ET Unwired Session SAP on Azure: Unleash the power of Cloud for Intelligent Pharma powered by Microsoft to learn how to boost productivity and focus on strategic tasks using the SAP Automation Tools and at the same time leverage the benefits of Azure like fewer Storage Cost, performance boost, enhanced security and many more.

To subscribe to The Times of India, The Economic Times, Navbharat Times, Mumbai Mirror, Pune Mirror, Ahmedabad Mirror, Maharashtra Times & Ei Samay —please click https://subscribe.timesgroup.com/subscription

In the digital age, cloud computing has become one of the most essential tools for long-term market success. Enterprise-ready cloud platforms are lowering the barriers to digital transformation and delivering the technology foundations to power a new breed of intelligent enterprise. These future leaders are perceptive, agile, and responsive in ways that have never been possible before, redefining the business of manufacturing and helping to unleash a new wave of industrial innovation.

To thrive in today’s world, manufacturers are faced with several uniquely modern challenges. Business customers expect them to deliver great products in the moment, turning on a dime to meet fast-changing consumer needs at high quality and low cost.

For the aspiring intelligent manufacturer, the path to the future starts with a proven cloud platform capable of powering complex industrial operations at global scale. This modern digital foundation must offer a seamlessly integrated environment for applications, processes and data that enables new levels of insight and business agility, helping manufacturers unleash innovation across the organization.

Join the ET Unwired Session SAP on Azure: Unleash the power of Cloud for Intelligent Manufacturing powered by Microsoft to learn how to build best-in-class digital solutions for your enterprise, Microsoft and SAP are in a unique position to help manufacturers claim the promise of the future.

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