Solving the Contact Center CX Conundrum with Amazon Connect

Haven’t we all experienced at least one harrowing contact center interaction? With so much talk about a digital world, don’t we wish contact centers became smarter and made the experience not so bitter? Well, some companies are hearing us for sure. As part of their business transformation strategy, companies are now focusing on enhancing customer 

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Blockchain Will Really Disrupt Silicon Valley Once Consumers Control Own Data

The mantra “If the service is free you are the product!” has become the common battle cry for Silicon Valley. Consumers on the lookout for freebies have flocked to these free services and signed away their data rights to access these cool and “indispensable” services.  However, with AI, microtargeting and next best action algorithms becoming ever more pervasive, things 

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Pharma Companies, Escape the Black Hole of the conventional!

The pharmaceutical industry lives and breathes innovation, yet the nature of its products, and their direct relationship to human health necessitates the most conservative and methodical levels of control and oversight, to meet compliance, as driven by stringent regulations. Conventional safety frameworks, manually intensive processes and legacy systems create barriers to efficiency and innovation for 

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Landing Zone: A Starting Point for Cloud Migration Journey

A sound governance and operational model is key to successful cloud migration. However, most enterprises do not pay attention to this factor, leading to longer migration cycles, higher cross-team interdependencies, and increasing operating costs. Building a landing zone is therefore, a starting point to meet the needs for cloud factory migration, which incorporates best practices 

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Blockchain May Play Crucial Role in Artificial Intelligence Development, Regulation

The biggest threat for our future, according to Elon Musk, is the development of artificial intelligence (AI). As Musk recently pointed out: “I think we should be very careful about artificial intelligence. If I had to guess at what our biggest existential threat is, it’s probably that. So we need to be very careful. I’m 

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Artificial Intelligence Threats and Promises

Artificial intelligence (AI) might evolve to the point where humans are no longer in control. Facebook was recently forced to shut down an experiment after two artificial intelligence programs began chatting to each other in their own language. Researchers at the Facebook AI Research Lab (FAIR) found the chatbots had deviated from their script and 

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Next-Generation DevOps: Self-Learning Systems

The massive enterprise movement toward all things “digital” has accelerated the adoption of DevOps in all kinds of projects, but particularly in digital transformation initiatives. Apart from the productivity benefits gained by automating software development and rollout, the increased agility has helped move DevOps adoption to gain critical mass in a relatively short time. However, 

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Application of Artificial Intelligence in Payment Processing

Artificial Intelligence (AI) is here for quite some time and is successfully being used in banking applications like Fraud Analysis and Customer Risk Scoring but with a limited scope. The prominence of AI in decision making has augmented with the advent of data explosion, big data analysis and internet penetration. Chatbots, a prominent development in 

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Why is API Banking inevitable? – A customer-centric exploration

The revised Payment Service Directive (PSD2), which, starting January 2018,  allows third parties to access banking data is a big boost towards the era of API (Application Programming Interface) banking that will claim bigger stature compared to how it exists today. Banks must delve into API banking as an opportunity rather than regard it as 

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Four Key Digital Project Management Trends to Consider for 2018

The project management landscape for 2018 may appear different as clients, stakeholders, businesses, government and environmental expectations ultimately change. There has traditionally been a strong demand for technical skills and PM certifications but this does not always guarantee success. Because of changes made to business practices, requirements and expectations, there is currently a transformation taking 

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How Technology is changing the future of banking in India

In the present era of global, interconnected financial systems, a small ripple in one nook and corner of the world can probably create a shock wave in the entire economic ecosystem. This has led to increased scrutiny and more stringent and intricate regulatory requisites for the financial institutions. Regulators have not only shortened the time 

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Customer-centric content: Your gateway to engaging customer experiences

The battle for digital customers is becoming increasingly fierce; creating and sustaining an excellent customer experience is key to winning this battle. The creation and optimization of customer centric content on the right device, at the right time is more important than ever. It’s surprising, but most companies today still struggle with achieving this. Many 

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Are you going to allow your underwriters to go out of a job?

Underwriters, arguably, have one of the toughest jobs in the Insurance industry. On one hand, they must perform the most intensive inside-out analysis of a submitted application and underwrite the risk while on the other hand, they are expected to take an outside-in view to improve the customer experience. Some of the common challenges faced 

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Impact of Open API economy and microservices on financial industry

The advent of open API economy has potential to unleash a new wave of changes in the financial services industry.  Bank Regulators are looking to drive better deals for the customers by generating more competition by innovating customer information sharing, transaction initiation, and payment mechanisms. Their efforts, along with changing customer sentiment, are creating both 

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Monetising the IoT – a CSP Perspective

In recent years, the Internet of Things (IoT) has proven itself to be a lucrative opportunity for Communication Service Providers (CSPs); to the point that it’s projected to contribute between 20%-50% in annual increases through device connections. Plus, it has expanded the CSP’s remit well beyond connectivity; security, applications, analytics and cloud now all fall 

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