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Intelligent Virtual Assistants: Paving the Way for CX Transformation

Plagued with human-intensive customer service issues - lack of skills, absenteeism, attrition, human errors, prejudice, huge labor costs? Attend this webinar to understand how AI/IVA, can change your customer service capability from scarcity to abundance. Amaze and delight your customers by anticipating their needs and aligning with their goals.
Recorded Nov 14 2019 30 mins
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Presented by
Anantha Sekar, Global Head, Conversational Experiences, TCS | Sasirekha, Head - Technology Leadership Guild, TCS
Presentation preview: Intelligent Virtual Assistants: Paving the Way for CX Transformation
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  • Not just an App: Data Integration for Higher Connectivity, Loyalty & Engagement Jan 29 2020 5:00 pm UTC 29 mins
    A life sciences leader arrested end user attrition by leveraging TCS' API-based mobile app for patients and professionals. Learn how data integration across digital channels and CRM systems is helping drive more personalized, engaged customer experiences, fostering greater connectivity and loyalty.
  • Enhancing Quality of Customer Experience (CX) to Scale Digital Presence Jan 29 2020 4:30 pm UTC 29 mins
    Karamsetty Prabhakar, Global Head, QET | Vimal Anand Platform Owner - CX Assurance Platform Services
    In their journey to simplify a complex web landscape, a Canadian multinational media conglomerate leveraged TCS’ industry leading platform services to reimagine CX. Discover how the company is able to roll out their ‘first time right’ release with 65% automation and 95% compliance to regulatory needs, improving business outcomes.
  • Enterprise Grade Cloud for Omni-Channel Enterprise Businesses Jan 29 2020 4:00 pm UTC 29 mins
    Dr. Rajesh Srinivasan Business Head-IaaS & Cloud Consulting | Indu Malhotra Head, Cloud Strategy and Global CCC
    A global retail chain is harnessing enterprise grade cloud to improve time to market and omni-channel experiences. Discover how the retailer leveraged Agile cloud infrastructure to provide ‘always-on’ capability, 30% lower operating costs, reduction in provisioning time from 48 hours to 15 minutes, and ~50% higher efficiency through automation.
  • Leveraging Contextual Security Intelligence to Remediate Vulnerabilities Jan 29 2020 3:30 pm UTC 29 mins
    Srimant Acharya, Head - Enterprise Vulnerability Management
    In today's digital economy, hear how a global manufacturer uncovers blind spots and reduces security risk with a vulnerability management program through "risk-based prioritization.” With better prioritization and program governance, the remediation rate has grown to 290 vulnerabilities/month, fueling business growth with advanced risk management.
  • Embracing Predictive Banking: Loan Growth with Next Best Action Jan 29 2020 3:00 pm UTC 29 mins
    Dibyendu Mukherjee
    Traditional banks have access to rich customer data. But unless banks proactively leverage digital technologies and advanced analytics, the data fails to deliver ROI. Gain insights into how one bank is harnessing data with a Next Best Action approach to predict customer needs for personal loans and create a wealth of cross-selling opportunities.
  • Augmenting Human Capabilities with Intelligent Automation to Deliver Superior ‘I Jan 29 2020 2:00 pm UTC 29 mins
    Geetali Raj
    Happy employees make happy customers. Automation and AI play a significant role in enabling employees to provide an ‘In the Moment’ experience at every touchpoint in the customer journey. Learn how intelligent automation elevates the role in delivering seamless customer experience.
  • The ROI of Delivering Amazing Experiences Jan 29 2020 1:00 pm UTC 29 mins
    Ted Schadler, VP, Principal Analyst, Forrester Research | Sunil Karkera, Global Head, TCS Interactive
    In this age of digital disruption, it’s time to redefine customer experience by leveraging technology, behavioral economics, and innovative ideas. Firms that move beyond the front end to enterprise transformation will realize the benefits.
    Join Forrester Research and TCS to discover how to deliver the digital experience your customers demand.
  • CX Transformation for a Leading Telco Using Design Thinking and Machine First™ Jan 29 2020 12:30 pm UTC 29 mins
    Nitin Chhugani and Dhanraj KB, TCS
    Telecom consumers demand proactive services. Digital orchestration is helping telcos reimagine customer journeys. Learn how a leading ANZ telco retained 51% market share, improved CX by 15 points and reduced cost-to-serve by over 50% leveraging TCS’ automated, analytics-driven, on the cloud, non-intrusive intelligent customer experience center.
  • Driving an abundance mindset for Blockchain-powered Ecosystems of the Future Recorded: Nov 14 2019 33 mins
    Lakshminarasimhan (Lakshmi) Srinivasan, Global Head, Blockchain Services, TCS
    In the Business 4.0 world, enterprises must shift mindsets from scarcity to abundance and from product-centricity to being purpose driven.

    Blockchain-powered platforms enable :

    • A shift in mindset to leverage abundance

    • Identification of new ecosystem business models

    • Generation of exponential value shared across all ecosystem participants
  • Intelligent Virtual Assistants: Paving the Way for CX Transformation Recorded: Nov 14 2019 30 mins
    Anantha Sekar, Global Head, Conversational Experiences, TCS | Sasirekha, Head - Technology Leadership Guild, TCS
    Plagued with human-intensive customer service issues - lack of skills, absenteeism, attrition, human errors, prejudice, huge labor costs? Attend this webinar to understand how AI/IVA, can change your customer service capability from scarcity to abundance. Amaze and delight your customers by anticipating their needs and aligning with their goals.
  • Dow: Powering an Intelligent and Agile Supply Chain Recorded: Nov 14 2019 31 mins
    Lori Putt, Global Integrated Senior Supply Chain Director, Dow Consumer Solutions | Manish Savla, Cognitive Business, TCS
    Today’s Business 4.0 era demands enterprises deliver on agility. With customized products, complex buyer demands & legacy operation constraints, supply chain challenges are on the rise. Find out how Dow Consumer Solutions is harnessing abundance & leveraging ecosystem to deliver winning business outcomes.
  • 3 Best Practices For Overcoming AI Obstacles to Build Future-ready Enterprises Recorded: Nov 14 2019 30 mins
    Lakshmi Muthulakshmi Nellaiappan, Head, MFDM™ Practice, Automation & AI, TCS
    Digital transformation is about applying a structured approach to harnessing abundance. Many CIOs are striving for this by automating crucial business process activities with a machine-first philosophy but are running into challenges. Learn three best practices for overcoming AI obstacles through relevant examples from industry-leading enterprises.
  • From Supply Chains to Ecosystem Commerce: Leveraging Business 4.0 Technologies Recorded: Nov 14 2019 31 mins
    Rich Sherman, Senior Fellow, Global Supply Chain Practice & Center of Excellence, TCS
    How are omnichannel fulfillment strategies disrupting traditional supply chains?
    The supply chain is transforming to an Enterprise Supply Network - the foundation for Ecosystem Commerce built on the connected ecosystem paradigm. Executives must leverage Business 4.0 Enterprise Supply Network management and emerging Ecosystem Commerce Platforms.
  • The Integrated Enterprise with Cloud-based Financial Consolidation Recorded: Nov 14 2019 30 mins
    Mainul Islam, Sales and Engineering Head, Oracle Analytics Practice, TCS
    Following a merger between two engineering and construction companies, the new business entity needed to consolidate financial accounting to meet expectations for Day-1 reporting. Leveraging the abundance of technologies, an automated cloud-based financial platform and TCS' expertise enabled them to meet reporting expectations per schedule.
  • Autonomous Cars: Reducing Accidents with a Cloud-based Intelligent Ecosystem Recorded: Nov 14 2019 29 mins
    Siddhartha Ghosal, Global Head, Complex Architecture & Design, Cloud Apps, Microservices & API, TCS
    China's leading auto manufacturer fuels safety through connected cars.
    By harnessing the abundance of data from sensors through microservices-based integration enabled by TCS' intelligent ecosystem integration platform for their connected cars program, the company aims to reduce human-error based accidents with an autonomous driving solution.
  • Digital Revolution – New Era of Intelligent Systems Recorded: Nov 14 2019 30 mins
    Leena Walavalkar, CTO, TCS Interactive | Prof. Hwee-Pink Tan, Associate Prof. of IT, Academic Director, SMU
    Intelligent systems offer emerging market opportunities with enormous potential. The SHINESeniors project represents the power of a design-led approach to value creation to deliver hyperpersonalization through
    •Intelligent systems evolution
    •Design in agile business
    •Adapting business, leadership and strategy to embrace technological change
  • The Power of Analytics: Money in the Bank with Genuine Credit Card Transactions Recorded: Sep 17 2019 29 mins
    Harjot Singh, Analytics, AML and Fraud Expert, TCS
    Credit card fraud continues to rise. As banks try to minimize revenue loss from fraudulent activities, cardholders ability to make transactions are inadvertently declined. One bank used analytics to better identify legitimate transactions and saved $6 million annually through 13% reduction in fraud losses and increased happy customers.
  • American Multinational Investment Bank drives Value from Procurement Recorded: Sep 17 2019 31 mins
    Vinay Achar, Business Relationship Manager, TCS | Pranay Nayyar, SAP Ariba Global Practice Head, TCS
    How can a centralized sourcing process deliver savings and efficiencies for a banking organisation?

    A leading American multinational investment bank embarked on a procurement transformation journey with SAP Ariba, that improved collaboration and provided 360-degree visibility into their spending and suppliers.
  • Connect the Dots: Integrated Programmatic Marketing for Financial Services Firms Recorded: Sep 17 2019 32 mins
    Sajan Jacob, Head - Business Development & Strategy UK & Europe, TCS Interactive
    How can banks and financial institutions deliver great experiences in the fragmented digital world?

    Successful financial services firms have reputations and brands that convey trust. Many have embraced digital channels for reaching and engaging clients and prospects and, ultimately, for building relationships with them. But in today’s world, true success focuses on the experience—the sum total of offerings, interactions, and transactions. An integrated, programmatic, and highly automated approach offers the best way to accomplish this goal. So: How do you do it? The short answer is by adopting a unified technology platform. A robust technology platform can unite and simplify your digital marketing activities (integration), allow you to be even more data-driven (programmatic), and to make it faster and easier than ever before (automated).
  • The Strategic Impact of Blockchain on the BFSI Industry Recorded: Sep 17 2019 29 mins
    Lakshminarasimhan (Lakshmi) Srinivasan, Global Head and Melanie Alvarez, Head Advisory & Consulting, Blockchain Services, TCS
    Blockchain technology is gaining rapid adoption across industries. While traditionally, the technology saw a lot of adoption in the banking and finance sector, it’s relevance has now cut across all industries. In this session, we discuss:
    • The strategic impact of blockchain innovations on organizations
    • Explain how blockchain can enable not only cost-efficiency but also having positive impacts on key metrics by
    creating additional revenue generating opportunities for your organization
    • Examples of various innovation impacts on key banking industry use cases with Blockchain implications
    • Depict various business models that can be adopted via blockchain and its road-map to success
    • Showcase the new ecosystem of tomorrow and its implications to the financial functions across all industries
TCS - Business and Technology Services
Real experiences. Impactful insights.

How can enterprises propel their purpose and people forward while fueling profitability and growth? By harnessing deep business insights and the latest digital technologies such as AI, blockchain, analytics, cloud, and the Internet of Things in partnership with Tata Consultancy Services (TCS), the world’s leading companies are delivering positive outcomes for their customers, employees, partners and communities.

Discover the stories and the drivers of success.

Ask a question: BusinessAndTechnologyServices.Marketing@TCS.com

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  • Title: Intelligent Virtual Assistants: Paving the Way for CX Transformation
  • Live at: Nov 14 2019 4:00 pm
  • Presented by: Anantha Sekar, Global Head, Conversational Experiences, TCS | Sasirekha, Head - Technology Leadership Guild, TCS
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