Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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September 25, 2017

Why Knowledge Management in Enterprise?

KM Solution in Enterprise Eco System is a necessity than just an additional tool. When world is talking about automation, digitization, what and what not; KM Solution has huge contribution in enabling enterprise achieving goals and meeting objectives. This Quadrant explains where KM can really help Enterprise; Knowledge Sharing, Collaboration, Self Service, and Agent Productivity.  

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Knowledge Sharing: 

Knowledge Sharing" is a huge problem across industry, team, business unit, you can keep adding area in the list. Small to Large companies spend millions of $$ training their employees every year and it keep increasing by almost 1% every year. Research also says with class room training only 10% skills can be enhanced. So, what about rest of the skill development. Those come from On-The-Job experience. Can we just deploy people on critical assignments post-classroom training? Answer is Yes and No. "Yes", because that's how you make him/her learn on-the-job. "No", because you cannot leave him/her alone and/or expose to customer. You need to mentor, coach, and provide right feedback at right time.  This is the issue in Service Industry, Corporate, Product Companies and any other. So, the question is can KM solve this issue? Probably yes. It gives a platform where people can learn, get help while on-the-job, mentor/coach can spend their some of the time in doing other productive work.

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Collaboration: 

The idea of collaboration is not new. We see people talking about it all the time and at all the places. But the question is how does this help, why is it so important and most importantly how KM helps? Too many questions and answer is also not very straight. Collaboration is something which has hidden return. This is probably something which has hidden return. This is not something which can be measured but certainly experienced. When we talk about team; can each one in the team work alone and at the end combining individual's work will complete the assignment? In most of the cases no. So, collaboration is required. When we say team, its collaboration, work together and make sure that team is moving in right direction from day one. Now what is KM? It's knowledge repository, brain dump of each and every one to help the mass. So, shouldn't Knowledge Base be an invaluable asset. Enabling collaboration feature in KM Solution helps contributor collaborate with peers, SMEs and other colleagues get their view point, feedback and input to ensure what is going in repository is thought through not something which is just written by someone for no reason. Collaboration in KM world brings KM maturity.
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Self Service: 

Companies spend unaccounted dollars to make sure customer is "Happy". This is not an easy task. There are so many delivery systems have been researched and implemented over the period to make customers happy. KM is one of them. KM has huge role in customer service. Customer can call to helpdesk, you can deploy very intelligent people in handling customer's call. This is all good but wouldn't it be good to avoid getting calls from customers at first place? Yes, it is easy to say but the question is how? Self Service is one of way to overcome from this problem. This is also called as "Case Deflection". Let customer find the right information by delivering information through omni channel. Deflect the problem by exposing the information they need. If you have mature KB repository it's difficult and brings huge value add in customer service.
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Agent Productivity: 

Companies spend unaccounted dollars to make sure customer is "Happy".Other side of Customer Satisfaction is how to increase the Agent's productivity. How to make sure that Agent is spending less time resolving the customer issue and at the same time able to handle more and more calls. One way is to deflect the customer problem by enabling Self Service. But it doesn't work alone. Agent should equally productive. To do so, KM should also be exposed to Agent. Agent actually needs little more than just exposing KM to them. It has to be Contextual. We don't want agent to scan through entire repository to look for the right answer of the problem customer is facing. Rather, system should be intelligent enough understand the context of the problem like who is the customer, area of concern, etc.Agents are the best contributors in maturing KM repository. They have tons of information within by working in diverse situation, so enable KM to agents to increase their productivity, get best ROI, make customers happy and progressing towards matured KM repository. Finally, these are said at many places and many times but still we have Industries and Companies lacking in this area. KM is an integral part of Automation, Digitization, and Customer Experience.


Who Can use It?

"Who needs Knowledge Management and Why?" seems difficult question but answer is simple "Everyone needs it". Every Enterprise needs Knowledge Management irrespective of industry they belong to. Below is why? 
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Thank You!

Shubhra Sinha

Shubhra_Sinha@infosys.com

April 12, 2017

THE PROMISE OF EINSTEIN AI


Dreamforce event last year was almost all about Salesforce AI "Einstein" and its promise. The promise of AI solution that will:


• Will Reside inside the SFDC platform
• Will be able to analyze the huge quantities of data generated like, sales, emails, activity data, e-commerce, calendars, social strings, and connected devices (IoT) and
• Will Implement logics through machine learning and predictive analytics algorithms and
• Will offer crisp insights after analyzing huge data and provide recommendations and perform business functions across the SFDC platform.


For example Sales Cloud Einstein's feature of "Predictive Lead Scoring" will help sales folks to focus on the most promising leads. "Opportunity Insights" feature will suggest sales folks to set next priorities. This will also take into account the inputs of another Einstein feature "Automated Activity Capture".


Service Cloud Einstein will help optimize how calls are routed through the new feature called "Einstein Case Management". Machine Learning will enable cases  to be automatically assigned, escalated and classified once they are raised, and also automatically recommend the resolution based on historic data. It will also ensure that high priority cases are serviced quicker and assigned to the best equipped and available agent. The platform will automate much of the initial information gathering, mostly via chatbots, so that service agents are equipped with background information before the eventual customer interaction. Another value add feature of Service Cloud Einstein will be Case Closure Date Prediction. 


Similarly, Commerce Cloud Einstein promises Product Recommendations and Commerce Insights and Predicitive Sort for the best and next best product to be offered . Marketing Cloud Einstein will provide Predictive Scores and Audience Predictions to enable marketers for campaigns to be focussed and successful and deliver the best content available. Other Einstein features are summarily depicted below:
 


(From www.salesforce.com)

Though, the promise of Einstein is immense but Salesforce has taken a tactical and faster time to market approach for releasing features.  The focus is right now is on using the existing capabilities built through acquisitions like BeyondCore and existing Wave Analytics. The intent is to start building Apps using the existing capabilities and then add on later. By the end of year Salesforce will be releasing around 45 AI features across clouds.


And the results are showing. Last week Transamerica (insurance firm) announced its plans to adopt Einstein AI for transforming the way it manages the relationships with clients and households by:
• Providing Insights through sentiment analysis, competitor references by clients etc. Einstein will provide notifications to reach the customers at the best time for conversion
• Provide Relationship tools to consolidate clients and their households in one structure. It will provide functionality to Group multiple related businesses, households, trusts etc.
• Once consolidated it will map relationships and provide insights and correlations of their financial ecosystems

Further, this week Salesforce announced Service Cloud Einstein and Amazon connect integration.


Oracle also announced launch of "Adaptive Intelligent Apps" last year and due for release later this year. The key Apps and associated SaaS clouds are as follows:


• CX Cloud: Adaptive Intelligent Offers and Adaptive Intelligent Actions
• HCM Cloud: Adaptive Intelligent Candidate Experience
• SCM Cloud: Adaptive Intelligent Planning &Bidding
• ERP Cloud: Adaptive Intelligent Discounts


It will be very Interesting to see how much Oracle and Salesforce capture the promising AI space (Bank of America Merrill Lynch predicts AI market to be $153 billion by 2020). Pricing may be feature based and it will not be surprising if its priced per use (per prediction or data analysis). In my opinion quicker release, target segment focus and pricing will eventually determine who captures larger market share in this space.

Continue reading " " »

September 30, 2016

Customer Experience - Expectations

Today's evolving customer has distinct requirements and wants a unique experience. This insight of customer experience may seem radical - but it's a real possibility. Customers no longer want a discrete digital and physical experience- there needs to be one smooth customer experience. The customer is no longer reserved to be at the receiving side of the value chain.


Continue reading " Customer Experience - Expectations " »

February 3, 2015

Disappearing Sales Process & Emergence of Marketing Automation

According to research conducted by CEB marketing leadership council in partnership with google, around 57% of the sales process or due diligence process is over before a prospect ever talks to sales person.  The classic sales process of engaging a customer, qualifying the customer, creating opportunity, making a proposal, closing sale and following up, is fast changing. The customers are changing the ground rules. With advent of social media, smartphones, apps, mobility etc., there is a demographic of customers who are swaying away from the traditional sales process.

Continue reading " Disappearing Sales Process & Emergence of Marketing Automation " »

April 29, 2014

Face of the CRM Apps: Part III

Guest post by
Richa Thakur, Senior Associate Consultant, Infosys Limited

Bonding with your customers has become the only key of survival in the cut throat competition. In our previous blog we discussed about the challenges faced by the enterprises as the 'Makers of CRM Apps' and trends that would be the game changers in the CRM Apps Market space/ Here I am with the last part of my blog with the remaining trend and the questions the Customers/Businesses face they are the buyers.

Continue reading " Face of the CRM Apps: Part III " »

October 23, 2013

Leading the Customer Service Commitments (Part-1)

Guest post by
Saurabh Dwivedi, Consultant, Infosys

 

One fine morning, I got a call from car service center reminding me of due car service.  I was aware of the due service but appreciated this initiative. I checked with the service agent for the availability of dashboard glove box which my 3 year old champ has accidentally pulled off. The line went quite for some time and then service agent responded that the parts are available and I can visit for service and also get it replaced same time.

Expecting to get the part fixed along with the due service, I got an appointment for weekend, travelled to another corner of the city and finally landed up at the center. I was received well but to my shock and surprise when I checked for the part, the assigned technician updated that the particular part is out of stock. The whole customer experience journey came crashing down upon hearing this. Since, I had travelled to another corner of city, I didn't have many options. I got my service done and returned with bad experience.

Continue reading " Leading the Customer Service Commitments (Part-1) " »

October 22, 2013

Face of the CRM Apps (Part-1)

Guest post by
Poonam Gujral Nagra, Consultant, Infosys

 

Surpassing the Cut throat competition and keeping pace with innovative CRM trends all lead to a common point of bonding with the customers like never before by gathering information about the customers visualization for Service Reliability, Usage, Enhancement and Scalability. The next generations CRM Applications will change the way enterprise do business. The organizations are trying to decode the future of the next gen CRM Applications.

We have identified five trends in CRM apps space through which the enterprises can win more customers and effectively manage the relationship with the existing customers.

Continue reading " Face of the CRM Apps (Part-1) " »

September 25, 2013

Siebel Open UI: Beyond usability experience

Guest post by
Karan Nanda, Senior Consultant, Infosys

 

The Need:

Siebel Open UI is the UI patch released by Oracle Siebel as part of 8.1.1.9 release. It enhances the way Siebel UI can be customized to give a much better user experience. Beyond these, Siebel Open UI provides numerous productivity improvement benefits. However, where these benefits are not apparent, these need to be highlighted explicitly so that existing customers can realize the potential of Open UI beyond just usability improvement. Open UI provides many features namely browser independence, 3rd party integrations (facebook, twitter, weather & traffic updates), Color coding, 360 degree dashboard with collapsible applets. The decision makers may want to evaluate the ROI of Open UI implementation.

Continue reading " Siebel Open UI: Beyond usability experience " »

September 18, 2013

Hitting a home run by going social

Guest post by
Tulica Tripathi, Senior Associate Consultant, Infosys

 

Consumer behavior has undergone drastic change over the past few years. Today, customers recommend a new product on Facebook, share an interesting campaign on their wall, tweet publicly about their bad experiences and sometimes, purchase directly from social sites!

Social media, therefore, can be used very creatively and uniquely across industries to increase customer engagement and generate more buzz around your brands. Let's talk about some successful examples where social media was used to create online buzz.

Continue reading " Hitting a home run by going social " »

September 16, 2013

Cloud Vs On Premise - Where do you go?

One of the most frequently asked questions by Enterprises all over the world today is - Should their Applications be on the Cloud or On-Premise?
My 3 part Blog series tries to answer this question by looking at various aspects of Cloud and On Premise solutions and then coming up with the best suited model as per Customer Business requirements.

In the first part of this blog series, we will be taking a deeper look into the features of both the Solutions.

Continue reading " Cloud Vs On Premise - Where do you go? " »

August 30, 2013

Service Excellence through Enterprise Knowledge Management

Guest post by
Runal Vinodchandra Vakharia, Senior Associate Consultant, Infosys

 

We are in times where the world is moving at a faster pace, customers are matured and companies are competing with one another to retain customers, while looking to increase revenue from current customers. This has led to the understanding that service offerings can be important differentiators and provide an opportunity to create a customer bond through emotion therebyRunal - Image - 12.jpg improving overall customer service experience. One of the tools to enhance customer experience is by deploying knowledge management tools to disseminate key information to service personnel/customers on the fly.

Continue reading " Service Excellence through Enterprise Knowledge Management " »

August 28, 2013

Measuring the Success of Customer Experience Management

Guest post by
Ruja Basnet, Senior Associate Consultant, Infosys

 

Organizations invest time and effort in undertaking customer experience (CX) transformation programs and redesign many business processes with an aim to become more customers centric. In view of this, measuring the success or otherwise of a CX program is of critical importance. Just like there is an effort to redesign business processes, it is also essential to choose the relevant metrics to measure the success of a CX transformation program. A basic understanding of CX success factors and process to measure it sets apart an enlightened CXM approach from just another BPR project. Correct measurement of customer experience enables organizations to identify concern areas, monitor the improvement on those concerns and always work towards being meaningful to its customers.

Continue reading " Measuring the Success of Customer Experience Management " »

August 23, 2013

New approach of Social Project Management with Oracle Fusion PPM

Guest post by
Sandeep Suresh Deshpande, Principal Consultant, Infosys

 

Project teams today are exposed to increasing pressure to complete the project on time within budget under dynamic conditions of -

  • Rapidly changing Project Management perspective
  • Distributed teams working in highly volatile environment chasing moving targets
  • Problems arising out of knowledge dissemination
  • Complex long running projects

Continue reading " New approach of Social Project Management with Oracle Fusion PPM " »

July 3, 2012

CRM to CXM to C3E - Innovation or Evolution?

While CXM (Customer Experience Management) was floated as a concept almost a couple of years ago, it seems quite recent in wake of the fact that CRM (Customer Relationship Management) has been the mainstay of enterprises worldwide for almost 2 decades now. Despite the fact that most of the organizations are yet to latch on to this, and the fact that the ones who have latched on are yet to mature the concept when implemented on ground, the industry is looking for something newer already. The new acronym on the block is C3E (Cross-Channel Customer Experience), and at least for now it seems to satisfy everyone's appetite for innovation.

Continue reading " CRM to CXM to C3E - Innovation or Evolution? " »

October 10, 2011

Video: Social CRM - Delivering the Next Generation Customer Experience

Guest post by
Rakesh Kumar, Industry Principal, Service Innovation Strategy, Infosys

 

Continue reading " Video: Social CRM - Delivering the Next Generation Customer Experience " »

August 24, 2011

Can Social Media be the next big lever for Business Intelligence? - Part 3

Guest post by
Karan Chadha, Associate Consultant, Infosys

 

In Part 1 of this blog, I had talked about the immense potential that Social Media data holds for getting transformed into business insights. In Part 2 I moved on to discuss Social Media Intelligence (SMI) tools and the key value adds that they provide to Organizations. I will now move on to the piece that is the most relevant for us; the piece about integrating SMI tools with conventional reporting tools like OBIEE and establishing an integrated reporting environment; an environment which leverages insights from structured enterprise data as well as fluid social data.

Let me touch upon two facets of what is now broadly known as Social BI:

  • Transforming generic insights offered by SMI tools into actionable customer specific insights
  • Richer customer insights by leveraging social data in conjunction with traditional data

Continue reading " Can Social Media be the next big lever for Business Intelligence? - Part 3 " »

March 10, 2011

Social CRM in Insurance: A fly by..

Social CRM has been one of the top trends that have been witnessed in the CRM space in recent times. As per a study by Gartner Research, by 2013 the total investment in Social CRM space would exponentially increase to around 1 billion dollars, about 8% of the total CRM spending. In Social CRM the customer sits in center of the CRM processes and is an active influencer in business decisions. The customer and organization constantly interact and collaborate in order improve the customer experience. In return, the customer becomes an advocate of the organization highlighting the work done by the company. Social CRM is not just about bringing the customer in the center of the processes but it requires a change in the strategic outlook of the organization.

Continue reading " Social CRM in Insurance: A fly by.. " »

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