Business Processes

News, trends and technology insights for business process services

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The customer experience trends most likely to shape the industry in 2020

Data analytics Customer Experience CSC Blogs

We know business today is changing faster than ever. A few years ago customers made purchase choices based on the flyers they found in their mailboxes. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over. Today’s ‘intelligent’ customers […]

Transforming pharma’s customer value chain with digital technologies

by Satish Nair and Manjunath Shanabag Pharmaceutical companies struggle with a complex and, often, poorly managed partner, customer and distribution network. It’s not surprising, given the makeup of most large pharma companies. Large, often disconnected product portfolios are built through discovery — both internally and externally with academia and biotech partners — and global clinical […]

Improve customer engagement and loyalty with digital twins

digital-twin

Although our business process services view of the world tends to be focused on point-in-time transactions like the card swipe, there is an opportunity to learn from manufacturing organizations that are benefiting from the use of “digital twins” of real-world equipment as a way to sustain customer engagement. Manufacturers of equipment such as turbines have […]

How AI is revolutionizing business process transformation

AI and business

The rise of artificial intelligence (AI) to drive business value has been truly incredible in recent years. Enterprises that recognize the power of AI and know how to effectively apply it to their business can reap significant rewards in a quickly evolving and hyper-competitive marketplace. Just a few years ago, analytics was all about gaining […]

Robotic process automation: You might be doing it wrong

wrong-way-to-do-rpa

Robotic process automation (RPA) has the potential to save companies significant amounts of money by shifting mundane, repetitive tasks, such as data extraction or data translation, from humans to robotic software agents.  In fact, the McKinsey Global Institute estimates that half of the activities that workers are currently paid $15 trillion in wages to perform […]

Risk-based transformation: From hype to reality

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The digital movement is real. Consumers now possess more content at their fingertips than ever before, and it has impacted how we do business. Companies like Airbnb, Uber and Waze have disrupted typical business models, forcing established players in different industries to find ways to stay relevant in the ever-emerging digital age. This post is […]