A great conference overall. The 106 attendees (including us from AIZ: 1 AH, 3 AEB, 2 Solutions) were from business across the globe. For the most part, they were from the IT departments of each company.
The "Dowler" Tree"
Before the conference began, I had a chance to visit the Zensar campus and check out the "Dowler" tree - the one that Chris planted in 2004. I heard that it was just a "sapling" at the time. Wow, has it grown in these past 10 years.
Social Listening
Regardless of where the customers are located internationally, the attendees all agreed that their business models are strongly turning to add "Trust" and "Value" for the consumer. How the customer feels about the company is increasingly important. To that, customer "listening" was taking on a new dimension -- developing tools for companions to listen to the customer via social media sites like Facebook, Twitter, and even Instagram is a growing business segment (and offering) by Zensar. It was interesting to see in a "live" poll that only two companies responded that they DID NOT actively have programs, staffing, and business and technology resources in place to listen to social media and respond instantly to any messages from cyberspace. The companies actively pursing social listening felt that this adds another dimension toward understanding their customers.
Government Regulations
They are hampering the ability for some companies to Evolve/Advance in their Technology because of the need to comply with these requirements. One speaker commented that most companies in a highly regulated environment are struggling to advance new technologies in mobile, "big data", CRM and other customer-focused initiatives because their resources are consumed by meeting ever-increasing government regulations and requirements. Sounded quite familiar!
Understanding Customers
We heard from all the speakers a common theme regarding how they view customers: All see the customer as part of their business strategy to deliver profitable growth and sustained customer retention. In their interactions with customers, they all are striving to set themselves apart from the competition in the customer's eyes. As you would expect at a conference like this, the "distinction" comes not only with providing more digital tools (mobile and self-service) but also through understanding in-depth the customer from use of "big data", CRM systems, social media data gathering and collection, etc.
Conference Ended Today (Saturday) Next Stop Tomorrow (Sunday) and two days in Chennai and with the Cognizant team for a visit with them.
The "Dowler" Tree"
Before the conference began, I had a chance to visit the Zensar campus and check out the "Dowler" tree - the one that Chris planted in 2004. I heard that it was just a "sapling" at the time. Wow, has it grown in these past 10 years.
Social Listening
Regardless of where the customers are located internationally, the attendees all agreed that their business models are strongly turning to add "Trust" and "Value" for the consumer. How the customer feels about the company is increasingly important. To that, customer "listening" was taking on a new dimension -- developing tools for companions to listen to the customer via social media sites like Facebook, Twitter, and even Instagram is a growing business segment (and offering) by Zensar. It was interesting to see in a "live" poll that only two companies responded that they DID NOT actively have programs, staffing, and business and technology resources in place to listen to social media and respond instantly to any messages from cyberspace. The companies actively pursing social listening felt that this adds another dimension toward understanding their customers.
Government Regulations
They are hampering the ability for some companies to Evolve/Advance in their Technology because of the need to comply with these requirements. One speaker commented that most companies in a highly regulated environment are struggling to advance new technologies in mobile, "big data", CRM and other customer-focused initiatives because their resources are consumed by meeting ever-increasing government regulations and requirements. Sounded quite familiar!
Understanding Customers
We heard from all the speakers a common theme regarding how they view customers: All see the customer as part of their business strategy to deliver profitable growth and sustained customer retention. In their interactions with customers, they all are striving to set themselves apart from the competition in the customer's eyes. As you would expect at a conference like this, the "distinction" comes not only with providing more digital tools (mobile and self-service) but also through understanding in-depth the customer from use of "big data", CRM systems, social media data gathering and collection, etc.
Conference Ended Today (Saturday) Next Stop Tomorrow (Sunday) and two days in Chennai and with the Cognizant team for a visit with them.
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