IoT, RPA and Business Intelligence/Analytics part of Jyothy Labs technology roadmap
By MYBRANDBOOK
Ravi Razdan
Head- IT & HR
Jyothy Labs
Key Priorities of 2020
As part of the technology strategy, we define roadmap for us to follow, which is defined in alignment to the Business goals and priorities. A lot of priorities are being redefined due to COVID-19. There will be certain upscaling of the existing projects and some new initiatives. The areas like Cloud, Robotic Process Automation, Business Intelligence/ Analytics will be on cards.
Combining Breakthrough & Fusion approach
Breakthrough innovations are linear, and R&D driven with a varied percentage of success. Being inherently path breaking these are more rewarding. However, in the fast-changing world we are in, we quite often need shorter time to market. Fusion approach helps to plug the available technologies into hybrid model and allows us to get going faster. In Business we need both.
“Customer experience is the key for the business and it is going to be of utmost importance in the days to come. The increasing use of chatbots which allow you to remain connected to the customer 24x7 is demonstrative of the fact.
There needs to be an omnichannel interaction between business and the customer, be it Mobile, Web, Social including Facebook, Whataspp, Instagram etc.. and it needs to be 24x7, 365 days.
How to give good Customer Experience
• Be Available Be Transparent: This is very important. How so ever tech enablement we do, if we are not available when the customer wants, it will lead to customer dissatisfaction. Also, customers appreciate businesses being transparent to the
consumers in all ways.
• Human Touch: Human touch along with Chat Bot Enablement is must to have best customer experience
• Personalized Experience: The interactive simplified UI/UX for the apps which should be rendered basis the customer usage pattern for personalization. AI/ ML plays a very important part here.
Trust & Security
Customers are conscious of the data leakages happening from various businesses and it is very important not only make them aware of the security measures you have taken but also walk the talk by taking these measures.”
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