Author: Rabindra

SurveySensum 2024 Report Reveals 84% of Indian Businesses Prioritize CX, Yet Only 16% Are Proactive

New Delhi, 21st August 2024 – SurveySensum, a leading AI-powered customer experience platform, has released its much-anticipated report, “The State of CX in India 2024.” This comprehensive report sheds light on the latest trends, challenges, and opportunities in the customer experience (CX) landscape across India, providing actionable insights for businesses to enhance their CX strategies.

 Key Findings from the Report:

•  Prioritization of CX: CX has become a high priority for Indian businesses, with 84% of CX leaders rating it as a crucial focus area. Alongside this, product experience (88%) and marketing experience (78%) are also highly prioritized, highlighting a holistic approach to the customer journey.
• CX Maturity Framework: The study introduces a three-stage CX maturity framework—passive, reactive, and proactive. This framework provides a roadmap for businesses to evolve from basic, reactionary CX approaches to sophisticated, proactive strategies that prioritize customer satisfaction and loyalty.
• Current State: Most Indian companies are in the reactive stage, actively monitoring customer feedback and addressing issues efficiently but not placing enough focus on preventing issues or personalizing experiences to anticipate customer needs. There is a significant opportunity for Indian businesses to transition to the proactive stage by leveraging advanced technologies and data analytics.
• CX Maturity Challenges: Indian businesses face significant challenges in reaching CX maturity due to insufficient customer data for personalization, disjointed tech infrastructures, and a lack of advanced analytics capabilities. To overcome these obstacles and enhance customer loyalty, companies must invest in comprehensive data acquisition, seamless tech integration, and advanced analytics technologies like AI-based text analysis and predictive modeling.

 The report highlights a crucial finding: while 84% of Indian businesses prioritize customer experience as a key focus area, only 16% have advanced to a proactive CX strategy. Most companies remain in a reactive mode, addressing issues as they arise but not anticipating customer needs. This indicates an urgent need for businesses to treat CX as a strategic differentiator to stay competitive in an evolving market.

“The findings from the report highlight the urgent need for Indian businesses to prioritize customer experience as a strategic differentiator,” said Tanuj Diwan, Co-Founder of SurveySensum. “As consumer expectations evolve, organizations must leverage technology, foster a customer-centric culture, and address internal challenges to stay competitive in the market.

” Rajiv Lamba, Co-Founder and CEO of SurveySensum, added, “The challenges businesses face in enhancing customer experience are significant, especially with many companies still operating in a reactive mode. There’s a clear need for businesses to transition to more proactive strategies. This involves creating personalized experiences through deeper customer data acquisition, developing integrated data solutions, and leveraging advanced analytics technologies like AI-based text analysis and predictive modeling. These strategies are essential for businesses to become more agile and deliver exceptional customer experiences.”

Recommendations:

The “State of CX in India 2024” report concludes with actionable recommendations for businesses looking to elevate their CX strategies:
Leverage Customer Data to Offer Hyper-Personalization: Companies must prioritize the acquisition and effective utilization of comprehensive customer data. This includes developing unified customer profiles, keeping CRM records up-to-date, and maintaining a real-time view of customer transactions and historical trends.
Invest in Technology: Embrace AI and predictive analytics to anticipate customer needs and deliver personalized experiences.
Break Down Silos: Foster cross-functional collaboration to ensure a unified approach to customer experience.

Axis Communications launches its first Zone/Division 1 explosion-protected network horn speaker

India, 21st August 2024: Axis Communications, the market leader in network video, has announced the launch of its first explosion-protected network horn speaker certified for use in Zone and Division 1 hazardous locations. The new network horn speaker increases health and safety applications, operational efficiency, and security across Zone/Division 1 and 2 areas with automatic alerts via network camera integration.

AXIS XC1311 Explosion-Protected Network Horn Speaker

AXIS XC1311 Explosion-Protected Network Horn Speaker, certified for hazardous areas including Class I Division 1 Groups A, B, C, D and Zone 1 IIC, Zone 21 IIIC, enables live, scheduled, and event-triggered voice messages. Network audio enhances health and safety applications, operational efficiency, as well as security, by making automatic audio alerts via network camera integration possible.

The network horn speaker improves the speed and effectiveness of audio warnings within hazardous areas, in conjunction with analytics-equipped network cameras, which provide remote monitoring and automated alerts.

Triggered by an analytics-equipped camera, AXIS XC1311 Explosion-Protected Network Horn Speaker can relay audio warnings about smoke detection and temperature changes as precursors to a fire risk. In addition, the new horn speaker can issue prerecorded reminders to wear personal protective equipment, such as hard hats, when its absence is detected. The audio device also improves security within hazardous areas by warning personnel, or intruders, about unauthorized location access.

AXIS XC1311 Explosion-Protected Network Horn Speaker delivers audio messages with high volume and clarity, even in noisy environments. This is achieved with pre-configured digital signal processing that provides clear audio, combined with a built-in 7W Class D amplifier, giving a maximum sound pressure level of >110 dB at 1m.

With simple audio management software preinstalled, AXIS Audio Manager Edge enables content management including message scheduling, as well as content prioritization to ensure urgent messages interrupt scheduled ones. With zone management, up to 200 speakers can be divided into 20 zones, and the included software also enables remote management including system health monitoring and testing.

With a single cable for power and connectivity, the Axis network horn speaker is significantly faster to install, configure, and manage compared to an analog system. This approach reduces the total cost of ownership by minimizing the downtime required for installation. Without needing an analog system’s redundant system, and additional hardware or software, the digital horn speaker is an all-in-one, standalone device that also reduces the initial investment cost.

To optimize cybersecurity, AXIS XC1311 also features Axis Edge Vault to prevent unauthorized access.

The horn speaker’s explosion-protected design is achieved by encasing the electronics and power connections within an aluminium chamber. Like Axis explosion-protected cameras, the design and manufacture according to explosion-protected standards also requires full traceability of all critical components for 10 years.

Introducing Komal Rukhana: The Visionary Behind Mint and Milk PR’s Success

Komal Rukhana, Co-founder of Mint and Milk PR, is a trailblazer in the public relations industry with an illustrious 15-year career that has seen her collaborate with over 100 clients across diverse sectors such as fashion, beauty, hospitality, wellness, and luxury. With a natural flair for storytelling and a strategic mind, Komal has built a reputation for delivering impactful campaigns that resonate with audiences and drive brand success. Her journey, marked by creativity and resilience, is an inspiring testament to the power of innovative thinking and strong media relations in today’s competitive landscape.

Since co-founding Mint and Milk PR in 2017 with Janvi Mankani, Komal has propelled the boutique agency into the spotlight with her unique approach to PR, focusing on personalized brand strategies and influencer marketing that truly connect with consumers. The agency’s impressive portfolio includes landmark campaigns like MELANGE’s 25th anniversary, the launch of the SOEZI brand, and the growth of KALKI, showcasing Komal’s ability to craft narratives that elevate brands to new heights. Her deep understanding of the market, combined with her passion for brand building, has positioned Mint and Milk PR as a go-to agency for clients seeking innovative and effective PR solutions.

Komal’s journey is not just about professional achievements; it’s about breaking barriers and setting new standards in an ever-evolving industry. With a background in corporate marketing and a Master’s in Fashion and Luxury Brand Management, she brings a wealth of knowledge and experience to the table, making her a key figure in the world of public relations. Her story of entrepreneurship, leadership, and creative vision offers valuable insights that are sure to inspire and engage audiences, particularly those interested in the dynamics of business and the impact of women-led ventures.

FABA Life Sciences Innovation Cluster Meet 2024 held at the University of Hyderabad

Hyderabad, August 21, 2024……. The FABA Life Sciences Innovation Cluster Meet 2024, was held at the School of Life Sciences, University of Hyderabad. It brought together industry leaders, academia, and policymakers to discuss and promote the advancement of life sciences.

Dr E Vishnu Vardhan Reddy, IFS Spl Secy, VC&MD, TSIIC, Govt. of Telangana, spoke on the state’s initiatives to create a conducive environment for life sciences innovation. He highlighted the strategic importance of Telangana as a hub for biotech and pharmaceutical industries and the government’s efforts to attract global investments.

K Raja Bhanu, Director General of Pharmexcil, discussed the role of export councils in facilitating international collaborations. He highlighted how Pharmexcil supports Indian pharmaceutical companies in expanding their global footprint and enhancing innovation capabilities.

Frank P Talluto, Chief of the Political and Economic Section, U.S. Department of State emphasised the role of international collaborations in addressing global health challenges. He discussed the importance of cross-border research initiatives and shared insights into successful partnerships between U.S. institutions and Indian counterparts.

Dr Jitendra Kumar Managing Director of BIRAC (Biotechnology Industry Research Assistance Council), from the Department of Biotechnology, Government of India, emphasised India’s role as a nurturing ground for bio ventures, offering a ‘soft landing’ for biotech firms and expressed optimism about the funding landscape for startup Biotech’s transitioning from a winter phase to a promising spring. He announced to work closely with FABA on the National level

Prof. Pallu Reddanna, Professor Emeritus at the School of Life Sciences, University of Hyderabad, and Executive President of FABA emphasised the significance of the meeting in bridging the gap between academia and industry, thereby catalysing innovation in the life sciences sector.

Prof. Anand Kumar Kondapi, Senior Professor and Dean of the School of Life Sciences highlighted the pivotal role that academic institutions play in nurturing innovation and the importance of equipping the next generation of scientists with the skills and knowledge required to drive the sector forward.

Former Director of IISc and Former Vice-Chancellor of the University of Hyderabad speaking at the closing ceremony shared his insights on the evolution of the life sciences sector in India, emphasising the need for continued collaboration between academia, industry, and government to address global challenges and advance scientific discovery.

The meeting had a couple of panel discussions. Global Collaborations for Promoting Life Sciences Ecosystem was moderated by Chakravarthy AVPS, Chairman of FOPE, TG & AP, Advisor, International Affairs FABA, focused on the theme “Global Collaborations for Promoting Life Sciences Ecosystem.”

The ceremony concluded with the presentation of the FABA Lifetime Achievement Award and Dr B S Bajaj Memorial FABA Excellence Award.

MIT xPRO, Emeritus launch ‘Building AI Products & Services’ Program in India to Equip Professionals with AI Expertise

Mumbai, August 21, 2024: In an era where artificial intelligence is reshaping industries and redefining business strategies, the ability to innovate and develop AI-driven solutions is more crucial than ever. As AI continues to revolutionise industries, the demand for professionals who can design and develop impactful AI-powered solutions is skyrocketing. Acknowledging the increasing demand, Massachusetts Institute of Technology (MIT)—ranked as the number #1 University in the world according to QS World Rankings, 2024 and affiliated with 98 Nobel laureates—has announced the launch of its 12-week Building AI Products and Services program in India, in collaboration with Emeritus.

According to the report by BCG and IT industry apex body Nasscom, India’s AI market is growing at a CAGR of 25-35% and is projected to reach around $17 billion by 2027. As investments in AI continue to increase, the demand for AI talent in India is also expected to grow at 15% CAGR by 2027. Another report by specialist staffing firm Xpheno reveals that India has fewer than 2,000 senior engineers with core AI product development expertise. These data underscore the need for upskilling, highlighting the importance for Indian tech professionals and founders to build AI-based products and understand the fundamentals of machine and deep learning algorithms. Mastering these skills is crucial for expanding the scope of AI in India and ensuring the country remains competitive in the global AI landscape. Knowing how to design AI products is essential for driving innovation and meeting the growing demand for AI solutions.

This high-impact program is designed for a wide range of professionals, including technical product managers, technology professionals, technology consultants, founders of AI startups, and UI/UX designers. It enables them to add value to their organisations by leveraging the latest AI technologies, broadening their understanding of machine learning algorithms, and developing innovative AI-based solutions. Through this program, participants will gain valuable skills in designing and developing AI-driven products, analysing and implementing technology solutions for clients, and managing user experiences effectively. This comprehensive program equips participants with a proven framework for creating viable AI products and offers valuable networking opportunities with other technologists.

Speaking on the commencement of the program, Mohan Kannegal, CEO, India and APAC, Emeritus, said, “In today’s dynamic technological environment, proficiency in AI is essential for driving innovation and maintaining competitiveness. The MIT xPRO ‘Building AI Products and Services’ program is crafted to meet the rising demand for skilled AI professionals in India. With the AI market poised to reach $17 billion by 2027 and a significant need for AI talent, this program empowers participants to create impactful AI solutions. By mastering machine and deep learning algorithms and learning to design AI products, participants will be equipped to lead transformative projects within their organisations. This program is vital for professionals and entrepreneurs aiming to excel in the AI domain and contribute to India’s economic growth.”

The MIT xPRO Building AI Products and Services program promises a well-rounded and world-class curriculum that includes insights and examples by renowned MIT faculty, case studies, and development of AI project proposal for hands on learning experience. The modules of this program include introduction to the Artificial Intelligence design process, designing artificial machines to solve problems, and designing Intelligent Human-Computer Interaction (HCI) among others. Upon successful completion of the program with a minimum grading of 75%, learners will earn a certificate of completion from MIT xPRO.

The program starts on 30 September 2024 and has a fee of INR 1,75,000 +GST. The program is offered through Emeritus, a global pioneer in offering accessible and affordable high-quality education to individuals and organisations. Visit the program page for more details.

Haier Appliances India Earns Prestigious ‘Great Place To Work’ Certification

New Delhi, August 21, 2024 – Haier Appliances India has been Great Place To Work® Certified™ in India from July, 2024 to July, 2025!

Haier Appliances India has earned the Great Place to Work Certification™, reflecting its commitment to fostering a supportive and innovative workplace. Driven by the mission and vision of “More Creation, More Possibilities,” Haier India emphasizes a customer-centric approach that guides product innovation and services. The company prioritizes a culture of excellence and collaboration, empowering its team to think creatively, take risks, and continuously strive for improvement. This environment encourages employees to innovate and excel, establishing Haier India as a leader in the industry.

Haier strongly believes that innovation can come from anyone within the organization. To support this, the company empowers employees to take ownership of their ideas, providing training, workshops, and resources on creative problem-solving. Successful innovations are celebrated through recognition programs, awards, and internal communications, reinforcing the importance of innovation and inspiring others. By nurturing a culture where every employee feels valued and encouraged to contribute, Haier Appliances India drives forward-thinking solutions and maintains its industry leadership.

Commenting on the recognition, Mr NS Satish, President at Haier Appliances India said “We are extremely proud of this achievement. Earning the Great Place To Work Certification is a significant milestone that highlights our success in uniting as a cohesive team. This Certification is not just a badge of honor but a testament to our unwavering commitment to fostering a positive and inclusive work culture. It reflects our dedication to creating an environment where every employee feels valued and empowered.

At Haier India, we prioritize the well-being of our employees, communities, and customers, integrating these values into our holistic approach to business. This recognition underscores our efforts to build a workplace that encourages collaboration, innovation, and excellence. By emphasizing these principles, we continue to lead by example, showcasing how a strong, united team can achieve remarkable success and drive positive change within the industry.”

Great Place To Work is the global authority on workplace culture. Their mission is to help every place become a great place to work for all. Their recognition is the most coveted and respected in the world for elevating employer brands to attract the right people. Their proprietary methodology and platform enable organizations to truly capture, analyze, and understand the experience of all employees. Our groundbreaking research empowers organizations to build cultures that retain talent and unlock the potential of every employee. Since 1992, their Certification, Best Workplaces™ Lists, and global benchmarks have become the industry standard, built on data from more than 100 million employees in 150 countries around the world.

Wardwizard Foods Appoints Deepak Nambiar as New Head of Corporate Communications

Vadodara, 21st August 2024: Making a key leadership appointment to strengthen its brand communications endeavours, Wardwizard Foods and Beverages Limited appointed Mr. Deepak Nambiar as the Head of Corporate Communications. With an impressive career spanning over two decades, Mr. Nambiar is set to lead the company’s communication strategies, aimed at enhancing brand presence and driving impactful stakeholder engagement in the dynamic food and beverage sector.

Mr. Nambiar’s distinguished career includes a successful tenure as Head of Sales and Marketing at The Indian Express Newspaper Group, where he honed his skills in communication, public relations and marketing. His career trajectory, which began in electronic media, has endowed him with a comprehensive understanding of both traditional and digital communication channels, making him well-equipped to navigate the complexities of the modern media landscape.

As the Head of Corporate Communications, Mr. Nambiar will focus on elevating the company’s communication efforts, driving brand visibility, ensuring cohesive and effective messaging across all platforms and strengthening relationships with key stakeholders. His expertise and strategic foresight will play a critical role in enhancing the company’s corporate reputation and supporting its growth initiatives.

Expressing confidence in Mr. Nambiar’s leadership, Sheetal Bhalerao, Chairperson and Managing Director of Wardwizard Foods and Beverages Limited, said, “We are pleased to welcome Deepak Nambiar to our leadership team. His vast experience in strategic marketing and communications, coupled with his innovative approach, aligns perfectly with our vision for the future. We are confident that with his experience, our brand will be able to establish a stronger connect with all our stakeholders through effective communication strategies and help the brand achieve better visibility, reach and recall with regards to our target customers and stakeholders.”

Speaking about his appointment, Deepak Nambiar, Head of Corporate Communications, Wardwizard Foods and Beverages Limited, said, “It is indeed a privilege to join the Wardwizard Group and be bestowed with the responsibility of spearheading the communications mandate for Wardwizard Foods and Beverages Limited . I thank the leadership and especially, Ms Sheetal Bhalerao, for the opportunity. The brand already has a strong foundation and connect with the audience. My focus will be to take this relationship and connection to the next level and achieve deeper meaningful relationships with stakeholders.”

Wardwizard Foods and Beverages Limited is committed to maintaining a dynamic and forward-thinking approach to corporate communications, and the appointment of Mr. Nambiar underscores the company’s dedication to excellence in all aspects of its operations. As the company continues to expand its market footprint, Mr. Nambiar’s leadership will be instrumental in crafting compelling narratives that resonate with consumers, investors and other stakeholders alike.

SGF “Spice Grill Flame” Honoured with the Times Food Delivery Award for Iconic Chaap – West Delhi

New Delhi, India, August 21, 2024 – SGF (Spice Grill Flame), a celebrated name in North Indian cuisine and a pioneer in soy products, has been awarded the prestigious Times Food Delivery Award in the category of Iconic Chaap – West Delhi. The award ceremony took place at the esteemed Eros Hotel, New Delhi, Nehru Place, and was organised by the Times of India.

The Times Food Delivery Award is a highly regarded recognition in the culinary industry, honouring excellence in food delivery services across various categories. SGF’s win in the “Iconic Chaap – West Delhi” category underscores the brand’s commitment to quality, taste, and innovation in delivering exceptional dining experiences to its customers.

The award is a testament to SGF’s dedication to offering a diverse range of nutritious and delicious chaap varieties, which have become a favourite among food enthusiasts in West Delhi. The brand’s expertise in creating flavorful chaap dishes has set a benchmark in the industry, making it a go-to destination for those seeking authentic and high-quality North Indian cuisine.

“We are incredibly honoured to receive the Times Food Delivery Award for Iconic Chaap in West Delhi. This award reflects our relentless pursuit of culinary excellence and our commitment to delivering the best to our customers. We are grateful to our loyal patrons and the entire SGF team for their unwavering support.” – Mr. Kewal Ashwini Ahuja, Founder, SGF India (Spice Grill Flame).

SGF continues to lead the way in the food industry, with over 100 outlets across India, offering a wide range of tandoori snacks, Chinese dishes, and authentic North Indian and Continental cuisine. This recognition further solidifies SGF’s position as a market leader, setting new standards in taste, quality, and customer satisfaction.

Servotech Power Systems to Build 12 EV Charging Stations for ANERT, Kerala Govt.

New Delhi, 21st August ’24: Servotech Power Systems Ltd., India’s largest EV Charger manufacturer, has secured a substantial contract for installing 12 EV charging stations from the Agency for New and Renewable Energy Research and Technology (ANERT), Department of Power, Govt. of Kerala. Under this contract Servotech has to build 12 electric vehicle (EV) charging stations with 30KW Fast DC EV Chargers at the various locations of Kerala Motor Vehicle Department. This contract involves Servotech supplying, commissioning, and construction of EV charging stations.

This pilot project whose execution has already begun will be executed in phases with the 1st phase involving the installation of 4 EV charging stations and the 2nd phase will involve the installation of 8 EV charging stations. This initiative will prove to be beneficial in facilitating Kerala’s shift towards sustainable transportation solutions by substantially improving the state’s EV charging network. As the demand for EV mobility grows, there is a corresponding requirement for convenient and accessible charging infrastructure for electric vehicles. These charging stations will enable EV owners to recharge their vehicles conveniently while on the move.

Sarika Bhatia, Director of Servotech Power Systems Ltd. said, “We are elated to be working on this pilot project for ANERT. As a leading EV Charging player who is very actively working towards making India transition towards green transportation, this step brings us closer to achieving our collective dream of seeing India as an EV-powered nation. We are creating our green footprints, starting from Kerala, we plan to increase our footprints to other states as well. Our efficient hardware and software solutions will ensure dependable EV charging stations, catering to the growing demand for sustainable travel options. This initiative will prove to be essential for facilitating infrastructure development to support the expanding EV customer base and enable its strategic expansion in EV charging infrastructure at places with high charging demand.