Setting new standards through data driven decision-making

The first wave of the web connected people and sources of information. The second wave saw the social media connecting businesses and ordinary people. Now, however, we find ourselves beginning to ride the third wave of connectivity – one in which everyday objects become connected, and technology interweaves with our increasingly connected lives. Over 50 

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Vanguard of digital disruption – Is it the design or the technology?

The last decade has seen a sharp rise in technological maturity of the human civilization. The sheer number of products and devices that humans are dependent on today far outnumber that of the technological dependency of all the previous generations put together. And this number is going to further increase in the future. However, the 

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Reimagining quality of BPM implementations for a great customer experience

Recently, I had the pleasure of hosting a webinar with Forrester analyst, Clay Richardson, and Venkata Ramana Lanka (LRV), Senior Director and Solutions Leader within the Independent Software Quality practice at Virtusa. The webinar with the topic “Embrace change, ADOPT for success” we discussed on the need to reimagine the process of quality assurance and 

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How geolocation mapping can safeguard customers’ financial transactions

The customer is always at the centre of innovation. New business propositions are being tested out almost daily to deliver services that provide engaging experiences and more convenience. Contactless payments are a great example of an innovation that has made customers lives easier. And with the Internet of Things now becoming a reality, the coming, 

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Key considerations for effective mobile testing

The World Quality Report mentions that “testing is becoming ever more critical as consumers expect a seamless end-user experience across multi-channel applications and devices in an ‘always-on’ world.” Mobile testing has no doubt exploded in the last four to five years with more users moving towards mobile. Users are very particular on the standards required 

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It pays to modernize your data architecture

In today’s world where data is collected at every interaction, be it over the phone, mobile, PC, sensors, with or without us knowing, it becomes important to have a strategy around data. Traditionally, data has been seen as something to “run the business,” but, in today’s context, it can actually “be the business” if monetized 

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7 business facets to consider for better Customer Experience Management (CEM) implementation

Digital disruption, influenced by rapid technology advancements and tech savvy consumers, is significantly changing the Marketing landscape and importantly impacting the customer decision journey. Given this context, customer experience (CX) is at the heart of engaging and building loyal customers. However, the progress of businesses in their customer experience journey has not been to the 

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