Digital Harbor

Social Case: The new paradigm in Case Management

June 13, 2018

Being a critical element in diverse industry scenarios, we have many case management systems in the market. One might presume that these indeed cater to the requirements of the digital era. However, a closer look at these systems reveal that they are scarcely better, in function or scope, than Record Management Systems. In seeking to simply digitize existing processes, many capabilities vital for this age have been left out of the system’s ambit. While broader […]

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How Conversational Applications will enhance Employee Experience

May 9, 2018

It is the biological imperative of every organism to seek solutions to the problems they encounter. While in the animal world, this happens at the instinctive level, in humans it acquires more complex forms. The evolution of man is story of outsourcing of human labor to animals initially, and then to machines. Today, we are amidst the fourth industrial revolution that is pushing the limits of this outsourcing project to a subtler level:

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The shift towards employee-literate technology

April 5, 2018

From the beginning of Industrial Revolution, the overarching focus has been to make people technology-literate. Recent advances in technology, however, have flipped the script. Today, the push is to make technology people-literate. This transformational shift in paradigm has been enabled by the rise of disruptive technologies such as artificial intelligence, cognitive computing, machine learning among others.

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Using conversational applications to enrich customer experience

July 4, 2017

“By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.” – Gartner. In today’s fiercely competitive market, customers will place a premium on an organization’s ability to provide highly personalized and contextual service. The scenario presents a unique dilemma to enterprises: traditional customer service tools are inadequate to give deep customized experience, while automated tools can appear too machine-like.

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Beyond Digital Workplace

June 4, 2017

How SET will change the way enterprises operate There’s a lot of buzz surrounding the term ‘digital workplace’, which many mistakenly believe is limited to make the office paperless. According to Gartner, “The Digital Workplace enables new, more effective ways of working; raises employee engagement and agility; and exploits consumer-oriented styles and technologies.”

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