Customer experience
Harish Lala, CEO of Zensar SA, on Mindsets for Successful Digital Transformation
Harish Lala, CEO of Zensar South Africa. Harish Lala is the CEO of Zensar South Africa, a technology consulting and services company present in 33 locations globally. Zensar specialises in helping organisations with their digital business transformation, and the company has experience with firms in the banking, financial services and insurance, retail, hi-tech and manufacturing sectors. With more than two decades of experience in the industry, Harish is a wealth of insightful observations, and his knowledge of digital transformation runs deep. Recently, Harish revealed that Zensar SA is 100% digital, with employees mostly working remotely and daily business operations monitored through company apps on his personal mobile device. With this in mind, IT News Africa’s Luis Monzon had the oppor...
Businesses Are Still Divided on Using Emojis in the Workplace
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How Payment Solutions are Revolutionising WhatsApp
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How Banking Can be Future-Proofed Through the Power of Data, APIs and Automation
The global pandemic has ushered in a new paradigm for the Retail Banking sector, one which demands quicker transformation to a customer-centric service that is digitised, personal and convenient. A recent Financial Industries panel discussion held by Kearney, a global consultancy, shed light on how the power of data, Application Programming Interfaces (APIs) and automation could be leveraged to satisfy these expectations and invigorate the sector. Agility is Key Hentus Honiball, Partner at Kearney, maintains that large, traditional banks with complex, cumbersome operating models and legacy technology architecture are now being threatened by agile new fintech entrants. In contrast with the siloed, product-centric approach of traditional players, responsive new players are looking to build c...
3 Biggest Wastes of Money When Investing in Digital Transformation, According to Expert
Digital transformation is a business imperative, yet many industries have struggled to put this into practical effect. Thanks to COVID-19, lockdown and forced work from home (WFH) restrictions, remote employees and clients’ expectations needed to be met in an unrestrained, highly competitive environment. Successful industries who invested in Artificial Intelligence for IT Operations (AIOps) in 2020 will most certainly have seen a return on their investment – but how have they done this? “With COVID-19, everyone is seeing digital acceleration, but few organisations are tracking what their business outcomes are from these,” says James Anderson, research VP at Gartner. “Where are companies wasting money? They’re not using business metrics to influence investment. They’re doing what people tel...
Location Intelligence is Key to Understanding New Customer Behaviours Post-Pandemic
Image sourced from Geospatial World. /* custom css */ .tdi_4_271.td-a-rec-img{ text-align: left; }.tdi_4_271.td-a-rec-img img{ margin: 0 auto 0 0; } The COVID-19 pandemic was a major disruptor for the retail sector. Practically overnight, customer buying patterns and behaviours changed, and have continued to shift ever since. This had made it challenging to meet customer expectations effectively. Retailers need to harness the power of location intelligence to help them better understand how their customers’ needs have changed and continue to change. What is Location Intelligence? Forrester, a research and advisory company, defines location intelligence as “the practice of collecting and managing customer location data, enriching it with other data sources, and analysing for contextual...
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