23, Aug 2024
49% of Support Teams Demand Gen AI Self-Serve Platforms for Human-Like Interactions, Kapture CX Survey

As India advances on the global sports stage, a new generation of female athletes is emerging, poised to become the nation’s next sports icons. This exciting transformation is supported by the Anju Bobby Sports Foundation and Anandana- The Coca-Cola India Foundation which are dedicated to nurturing and empowering young talent. Through substantial funding and support, including state-of-the-art facilities for professional training, these athletes are breaking records and inspiring future generations.

Namayi Ruchitha

Here’s a closer look at five women athletes to watch:  

1. Shaili Singh  

Shaili Singh has been making waves in Indian athletics. In 2018, at just 14 years old, she joined the Junior India Camp in the long jump and began training under Dronacharya Robert Bobby George, supported by the Sports Authority of India and the Anju Bobby Sports Foundation. Shaili holds national records in the U-16 (6.15 m), U-18 (6.48 m), and U-20 (6.76 m) categories. She earned a silver medal at the Junior World Athletics Championships in 2021 and another silver at the Asian Championships in 2023, marking her as a formidable competitor on the international stage.

In October 2023, she achieved a world ranking of 22 but narrowly missed the entry for the Paris Olympics 2024 in the World Ranking quota by just 11 points. Shaili won gold at the Indian Grand Prix in April 2023 with a personal best jump of 6.76 meters—the second-best by an Indian woman. In the same year, she secured a bronze in the World Athletics Seiko Grand Prix held in Yokohama, Japan, and also participated in the Asian Indoor Championships, the Budapest World Athletics Championships, and the Hangzhou Asian Games. In 2024, participated in six World Athletics Continental Tour bronze/international meets, where she secured two silvers and one bronze.

Shaili is poised to carry forward India’s long jump legacy and is expected to break the national record of 6.83 meters set by Anju Bobby George at the Athens Olympics in 2004.

Insta handle: Shaili Singh   

2. Poorva Hitesh Sawant  

Poorva Hitesh Sawant is known for her explosive speed and strength. Her journey began at the age of seven, and since then, she has explored various events, including the long jump and heptathlon, before discovering her passion for the triple jump in 2021. After moving to Bangalore in 2022 to train under the guidance of Robert Bobby George, Poorva’s dedication has led to remarkable achievements. She finished 4th at the Asian Indoor Championship in 2023 with a jump of 13.06 meters, won gold in the National Federation Cup in 2023, and clinched gold at the 3rd Indian Open Jumps Competition and Indian Grand Prix in 2024. With a personal best of 13.31 meters, she is expected to become a strong competitor at the international level.

Insta handle: Poorva Hitesh Swant Anuja   

3. Ravada Kusuma

Ravada Kusuma, a talented long jumper from Andhra Pradesh, has faced her fair share of ups and downs throughout her athletic career, including injuries and fluctuations in performance at national competitions. In 2023, her hard work finally paid off as she won gold in the U-23 National Championship and silver in the All India Inter University Championship. In 2024, she secured gold in the Khelo India University Games, marking a significant turning point in her athletic career. After joining the National Junior Camp in 2017, the support from the Anju Bobby Sports Foundation provided her access to quality coaching, training facilities, and nutrition. With a personal best of 6.14 meters, Kusuma’s immense potential suggests she has yet to achieve her best.

Insta handle: Ravada Kusuma   

4. Namayi Ruchitha  

Namayi Ruchitha is a rising star in athletics, showcasing her talent on the track. In 2022, she won gold at the U-20 National Athletics Championship in the 100-meter hurdles and silver at the Khelo India University Games. In 2023, she secured silver in the Junior National Athletic Championship, and in 2024, she clinched gold again at the Khelo India University Games. With a personal best time of 14.28 seconds in the 100-meter hurdles, Namayi is a versatile and promising athlete to watch in future championships. The support from the foundation has allowed her to concentrate on her training and set ambitious goals, such as breaking the 14-second barrier in her events.

Insta handle: Namayi Ruchitha  

5. Susmita  

Susmita’s journey hasn’t been easy; she has faced numerous challenges but her resolve to overcome these obstacles has been inspiring. Susmita draws strength from her family and her coach, Robert Bobby George, who motivates her to keep pushing forward. Her impressive achievements include earning silver at the Asian U20 Athletics Championships in 2023, gold at the Khelo India Youth Games in 2022, gold in the U20 National Athletic Championship in 2023, and a bronze at both the Indian Grand Prix and the Indian Open Jumps Meet in 2024, with a personal best of 6.28 meters. As she continues to rise, Susmita is emerging as a strong contender for future sports glory in the long jump.

23, Aug 2024
Sterlite Power Named Among India’s Best Workplaces for Millennials 2024 by Great Place to Work India

Mumbai, 23 August 2024: Sterlite Power, a global power transmission infrastructure developer and solutions provider, has been recognized by the prestigious Great Place to Work® India as one of India’s Best WorkplacesTM for Millennials 2024 – Mid-size. This recognition reinforces the company’s commitment to fostering workplaces that epitomize forward-thinking leadership and prioritize the holistic well-being of employees.

In addition to this recent recognition, Sterlite Power has consistently been acknowledged for its outstanding workplace culture. Earlier this year, the company was honoured with multiple awards, including the Most Coveted Employer of Choice, recognition as one of India’s Top 50 Great Mid-Size Workplaces, and the accolade of Best in Industry: Energy, Oil & Gas by Great Place to Work® India. These recognitions underscore Sterlite Power’s ongoing commitment to fostering an exceptional workplace environment.

Commenting on the recognition, Pratik Agarwal, Managing Director, Sterlite Power, said, “It’s an honor to be recognized by Great Place to Work® India as one of the Best Workplaces for Millennials. This accolade solidifies our company’s legacy of care and people-first culture. This recognition reinforces our belief that together, we can cultivate a dynamic workplace that not only attracts top millennial talent but also inspires them to push boundaries and shape the future of energy infrastructure.”

“This certification reflects the collective effort and commitment of our entire workforce. At our core, we are dedicated to fostering an environment where every team member can thrive, innovate and feel valued. This recognition fuels our determination to continue enhancing our workplace practices, investing in employee development and adapting to the evolving needs of our millennial workforce.” said Ruhie Pande, Group-CHRO & Head of Marketing and Communications.

The Great Place to Work® Certification is awarded to organizations delivering exceptional employee experiences and exhibiting exemplary people practices. The assessment is based on the Great Place to Work® model, which evaluates a workplace based on its Trust Index© and Culture Audit© attributes. Based on the assessment by the Great Place to Work® Institute, Sterlite Power scored exceedingly well in areas related to building a purposeful and high-growth organizational culture.

GPTW is globally recognized as an authority in assessing workplace culture. The Institute works with businesses, non-profits, and government agencies in more than 60 countries and has spearheaded exceptional research on the characteristics of great workplaces for over three decades. In India, the institute partners with more than 1,100 organizations annually across over 22 industries to help them build High-Trust, High-Performance Cultures designed to deliver sustained business results.

23, Aug 2024
PCAF Announces StepChange as First Regional Partner to Support the Indian Financial Market

Bengaluru, 23 August 2024: The Partnership for Carbon AccountingFinancials (PCAF) today announces its collaboration with StepChange, one of India’s leading sustainability platforms.

StepChange is the first regional partner in the Global South to be a part of PCAF’s accredited partner program, further strengthening PCAF’s presence in the region. The collaboration aims to bolster the transition to a more sustainable economy, which in turn would support long-term economic resilience, attract global investment, and deepen transparency and accountability.

The announcement represents the latest in a series of significant milestones for StepChange following its dual accreditation from the Global Reporting Initiative (GRI) and the IFRS Foundation – the first company in India to receive such recognition.

Through this strategic collaboration, PCAF and StepChange are strengthening the way financial institutions in the Global South, starting with India, can measure, manage, and report their carbon emissions and climate impact – facilitating the Indian market’s efforts to align with global sustainability goals.

Nagadarsan Suresh, Strategic Partnerships Lead for PCAF stated, “We are delighted to welcome StepChange as an accredited regional partner. The objective of our partner program is to equip solution providers like StepChange with the training and support needed to effectively support the financial sector with GHG accounting. The Indian market is in a very influential position globally and we are thrilled to play a part in supporting the country as it moves ahead in its transition to a more sustainable economy.”

“We are thrilled to be recognized as PCAF’s first regional partner in India and the Global South. This accreditation not only underscores our commitment to sustainability but also enables us to empower financial institutions in the region with the solutions and knowledge needed to navigate their decarbonisation and climate journeys effectively. We are excited to leverage this accreditation to build a more transparent and accountable climate action landscape in India and the Global South” – Ankit Jain, Co-Founder & CEO at StepChange added.

Recognizing the need to support consultancies, software and data providers guiding financial institutions in their efforts towards decarbonization, PCAF has developed an accredited partner program to provide organizations with access to the PCAF Database, as well as important technical assistance in the practical application of the PCAF Standard, among other benefits.

23, Aug 2024
TOTO India Marks 10 Years of Excellence in Gujarat with New Expansion Plans

Gujarat, India – 23rd August 2024 – Celebrating a decade of excellence, TOTO India proudly marks the 10th anniversary of its state-of-the-art manufacturing plant in Halol, Gujarat. Since its inception in August 2014, the plant has been a cornerstone of TOTO’s vision for the Indian market, embodying commitment, innovation, quality, and sustainability.

toto

The TOTO India Halol plant produces products that adhere to Japanese quality standards and has significantly contributed to the company’s growth, with output increasing by 400% since 2014 while maintaining high-quality production standards. Employing nearly 1,200 workers, 80% of whom are from the local community, the plant exemplifies the brand’s commitment to regional development and employment.

“India is a strategic market for TOTO, and we are excited about its immense growth potential,” said Mr. Shiozawa Kazuyuki, Managing Director, TOTO India Industries Pvt. Ltd. “The increasing urbanization, rising disposable incomes, and growing awareness of hygiene and wellness are driving the demand for premium bathroom solutions. We aim to strengthen our foothold in Tier-2 and Tier-3 cities by expanding our dealer network and introducing a wider range of products to cater to diverse consumer preferences.” The event showcased product innovations and growth trajectory, highlighting the company’s dedication to the Indian market and its work with the local economy.

TOTO India plans to enhance its regional presence and strengthen its dealership network through its Authorized Channel Partner (ACP) and Authorized Channel Dealer (ACD) programs. This strategy aims to expand the brand’s footprint in India, ensuring better accessibility and availability of its high-quality products nationwide. By increasing market penetration, especially in Tier-2 and Tier-3 cities, TOTO seeks to bring its innovative and sustainable sanitary ware solutions to a broader audience.

With plans to launch a new range of products, TOTO aims to meet the dynamic needs of Indian consumers, further solidifying its presence in the market. Additionally, the brand is set to launch a new collection of toilets, basins, faucets, showers and designed to meet the evolving tastes of Indian consumers. By combining its manufacturing prowess, innovative product portfolio, and expanded dealer network, TOTO aims to become the preferred choice for premium bathroom solutions in India.

23, Aug 2024
Muthoot Microfin Opens its First Branch in Andhra Pradesh

Kochi, August 23, 2024: Muthoot Microfin, a leading microfinance institution in India, is proud to announce its foray in Andhra Pradesh with the opening of its first branch at Chodavaram. The inauguration ceremony took place in the distinguished presence of Mr. Udeesh Ullas, COO, Muthoot Microfin along with Mr. Subhransu Pattnayak, CHRO, Muthoot Microfin.

Inauguration of the Azent Chennai Center

With the new branch, Muthoot Microfin has expanded its network to 20 states serving over 3.4 million customers. With this expansion, it aims to bring its expertise in micro-lending to Andhra Pradesh, fostering economic growth and development in the state.

The new branch will focus on empowering low-income households and women-owned businesses by offering financial services tailored to their needs. Prioritizing women entrepreneurs, the branch will provide income-generating loans and support to promote financial inclusion, helping them grow their small businesses, improve livelihoods, and contribute to their communities’ inclusive growth. The solutions are specifically designed to promote financial inclusion among women.

Commenting on this strategic move, Mr. Sadaf Sayeed, CEO, Muthoot Microfin, said, “The opening of the Chodavaram branch underscores our focus on providing accessible and affordable financial services to women. The branch will offer a range of microfinance solutions tailored to meet the specific needs of the local population, with a focus on quick turnaround times and hassle-free processing. With our maiden entry in Andhra Pradesh, we now have presence in all southern Indian states, and will continue to strengthen our position to better serve and empower the women in their quest to achieve financial independence”.

23, Aug 2024
Ecom Express Unveils New Brand Identity

National, 23rd August, 2024: Ecom Express Limited (“Ecom Express”), India’s only pure-play B2C e-commerce logistics solutions provider as of the Financial Year 2024 (Source: RedSeer Report) operating a pan-India express logistics network, has unveiled a new brand identity. This transformation reflects the company’s conscious commitment to being customer-focused, including addressing specific customer category needs, a focus on customer-facing metrics and key result areas, and seamlessly integrating innovative technology across its pan-India express logistics network, achieving speed, agility along with the widest levels of network reach, to deliver a customer-focused approach.

Ecom Express Leadership Team at the New Logo Launch (2)

This rebranding initiative features a vibrant, forward-thinking logo and a refreshed visual identity that symbolizes Ecom Express’s pursuit of excellence. The new logo, with its forward-moving arrow enclosed within a square, embodies the company’s commitment to deliver. The ingenious integration of the letter “E” stands for Expression, Innovation, and Progress, while the bold magenta color embodies the spirit of bravery, self-expression, and unyielding strength—. Ecom Express is reintroducing itself with a new identity and a vibrant color—Magenta. This rebranding represents a renewed commitment to their customers, partners, and team. Ecom Express is determined to simplify and democratize logistics for everyone, everywhere,.

Elaborating on the vision behind the transformation, Ajay Chitkara, CEO and MD of Ecom Express, said, “Ecom Express has consistently earned the trust and admiration of our partners, patrons, and customers. As we advance to greater heights, our refreshed brand identity signifies a reaffirmation of our customer-first approach. We are committed to integrating robust technology and innovation to deliver reliable, high-speed services with the widest network reach, all while optimizing operational efficiency and flexibility. He added, “This transformation also strengthens our commitment to our employees and delivery partners, who are fundamental to our business. Our new identity is a testament to our promise of excellence and dedication to redefining logistics through advanced technology aimed at making life easier for all types of customers.”

Ecom Express‘s new logo is a symbol of its commitment to core values. Each element of the logo embodies Ecom Express’s focus on enhancing customer welfare, and fostering a diverse and inclusive environment.

23, Aug 2024
KLH ECE Students Commendable Performance at Tech Challenge

Hyderabad 23rd August: KLH Aziz nagar campus is thrilled to announce that a team of students from B. Tech Electronics and Communication Engineering (ECE) program has qualified for the grand finale of the AIM NXP 2024 challenge. Among 23 teams competing in the Hyderabad region, this team emerged as one of the top four, marking a significant achievement. The team members, Lakshmi Korti, Meghana, and Nousheen, have presented immense skill and innovation.

klh student AIM NXP regional challeng winner

The AIM NXP 2024 challenge is a national competition that engages engineering students with AI, mobility, and robotics through project-based challenges involving the development of autonomous driving algorithms. This KLH team’s impressive performance in the regional finale, held at BITS Hyderabad, involved steering an autonomous driving model using advanced sensors and AI algorithms in a simulated environment. This effort secured their place in the grand finale and highlighted their capability in handling complex technological tasks with precision.

This KLH team, named BrainyBots, is now advancing to the grand finale. As they prepare for the national finals, the team will receive the MR-BUGGY Kit from NXP, which will allow them to test their algorithms on actual physical tracks. This progression sets the stage for potential further accolades.

Dr. G. Pardha Saradhi Varma, Vice Chancellor of KLH Deemed to be University, shared his thoughts on this achievement: “The progressive success of our students exemplifies the spirit of innovation and excellence that we nurture at university. Their journey from classroom learning to competing on a national stage reflects the caliber of education and mentorship provided at our university.” The students at the University are continuously engaged in intensive training covering simulation tools, AI/ML techniques, and autonomous driving concepts, followed by the design and development of an autonomous car model.

The Electronics and Communication Engineering (ECE) department at KLH focuses on a broad range of subfields, including VLSI, embedded systems, robotics, and IoT. It emphasizes practical skill development through simulation tools and algorithms for designing and fabricating electrical devices and systems. Under the leadership of Principal Dr. A Ramakrishna and Head of Department Dr. M Gowtham, the department aims to prepare graduates for professional excellence in diverse industrial and real-world applications.

23, Aug 2024
Hikrobot Introduces Forklift Latent Mobile Robot QF-1000 for First Time in India at Automation Expo

Hikrobot has participated with latest Machine Vision Products and Mobile robots in the 17th edition of Automation Expo-Mumbai to display its latest cutting-edge technology and intelligent solutions. On this occasion, Hikrobot has launched the new product Forklift Latent Mobile Robot QF-1000 for the first time in India. It has also displayed Tugging AMR demonstration on the show floor. The event is being organised from 21-24 August at the BEC, Goregaon, Mumbai. The Chief Guest Subramanian Sarma, President (energy) and Member of the Board, Larsen & Turbo inaugurated the event in the presence of other dignitaries from the Indian Automation Industry. Hikrobot provides service to industry and logistics customers, and commit to continually promoting the intelligentization and leading the intelligent manufacturing process.

hikrobot

Commenting on the new product launch in the Automation Expo, Ashish P. Dhakan, MD & CEO, Prama Hikvision India Private Limited, said, “We had introduced a new product Forklift Latent Mobile Robot QF-1000 along with Tugging AMR and other latest Machine Vision Products and Mobile Robots at the Automation Expo, it is a premier event for the Indian Automation Industry. We also displayed Hikrobot’s innovative solutions in the Machine Vision System category, including Area Scan Camera, Line Scan Camera, 3D Camera, Smart Camera, Smart Code Readers, Vision Box, FA Lens, Light Source and Software. These solutions are relevant to various industry segments.”

The newly launched Forklift Latent Mobile Robot Equipped with both the chassis and forks to combine flexibility with the ability of directly carrying pallet load. Compared with traditional forklift, the less weight of whole robot can be applicable to the low-floor load-bearing scene. It applicable to various types of carriers. Compared with traditional forklift, it supports extremely narrow roadway picking and putaway with the moving speed increased by 25% to increase reservoir capacity. It supports various safety protection plans to realize 360° protection. It supports indicating device status via screen, status indicator, and speaker. It supports Wi-Fi communication and seamless roaming in a network-covered area.

HIKROBOT F-7 2000 TUGGING AMR is the latest addition in the HIKROBOT’S product portfolio in India. These robots are available in the natural navigation. These robots support automatic hooking and unhooking. These TUGGING AMR load capacity is 2000 KG. It can move with high precision movement with 5 mm accuracy.

The Hikrobot booth showcased products included, AI smart camera based on a high–performance embedded platform (MV-SC6000), Built–in deep learning code reading algorithm (MV-ID3000XM), New Generation of control and processing equipment for visual inspection(VC2000/VC3000Controller) and Hand Held Smart Code Reader(IDH3013).The machine vision solutions that were put on display at the Automation Expo, included both Static DWS and Dynamic DWS, Smart Vision Sensors, RSC (Robot Control System) Software, Machine Vision Products and Accessories, Line Scan Camera, Vision Master Software, Machine Vision Light Products, Sequential Light Inspection, Smart Code Reader, Large FOV Smart Code Reader, Hand Held Barcode Reader, Parcel Tracking Solution, Intelligent AMR Products, FMR,CTU, CMR, and Accessory Platform.

The Hikrobot Machine Vision products including Smart Cameras and Photoelectric sensors were displayed for the Automation Industry professionals.Another highlight of Automation Expo 2024 was the carefully curated conference program, which included themes of CEO Conference, Process Automation, Robotics, and Factory Automation. Hikrobot booth at the Automation Expo got good response from the relevant visitors and delegates. The show attracted visitors and automation industry stakeholders from across India.

23, Aug 2024
Winmore Academy Partners with Rohit Sharma’s CricKingdom for Tailored Cricket Training in Bengaluru

Bangalore, 23rd August, 2024: At a time when the country is fast becoming a ‘Cricket Superpower’, Winmore Academy in the city is making the right moves to become the cradle for cricketing talent: The Whitefield-based school has collaborated with Indian skipper Rohit Sharma’s CricKingdom to provide scientific and personalised sports coaching to emerging players and explore hidden talents.

With this, Winmore Academy becomes the first school in Bengaluru to bring CricKingdom to the cricket-loving students in the city under the umbrella of Crimson Sport Academy with an aim to provide physical and digital access to international-level and professional expertise for a larger section of enthusiasts.

Crickingdom photo

The collaboration will make Crickingdom the sole partner for cricket programs at Winmore Academy, managing, operating, and running the cricket programs, including the selection, and purchasing of products, and hiring and training of coaches. The cricket coaching program will include both during- and after-school sessions for boys and girls, with structured schedules and groupings for different standards. Besides conducting coaching classes, CricKingdom will organize friendly matches, and manage day-to-day cricket operations in coordination with Winmore Academy, backed by integrated teaching-learning school management platform Crimson Schools.

Talking about the foray, Rohit Sharma, Captain of the Indian cricket team and Founder of CricKingdom says in a recorded message, “I am so excited to announce that CricKingdom is now in your city. I am sure the students will make the most of this opportunity to elevate their game with an unmatched coaching experience with elite guidance and state-of-the-art facilities. CricKingdom is known for best coaches and best facilities that allows a lot of personalised attention to your game. The mobile app for online training and tracking is a unique aspect of training with us to experience cricket like never before.”

The collaboration bears the testament of world-class standard offered by the institutions operated by the Crimson Sport Academy in the city and will see Winmore provide ground setup and maintenance, including pitches, nets, and e­­­quipment as well as ensure access to designated facilities such as changing rooms and storage areas for academy equipment. While the three training nets – comprising two astro turf wickets and one natural grass turf wicket – are designed according to the guidelines issued by CricKingdom to ensure year-round practice in a simulative environment, the advanced floodlit cages at the academy allow play-and-practice sessions anytime during the day and the multipurpose area will host fun games and fitness drills.

“Cricket is a religion in India and infusing fresh, talented, young boys and girls will only strengthen India’s claim to laurels. Winmore is committed in identifying, nurturing and building talent pools of future athletics of India, by providing facilities and coaching under the guidance of nationally-renowned sport academies. The collaboration aligns with our broader goal of nurturing a wide range of sports at the grassroot level and provide students an ecosystem where they get access to world-class coaching with state-of-the-art facilities. We have collaborated with some of the best sporting academies in the country promoted by our country’s leading sportsmen and the learning experiences we aim to create for students through these collaborations will not only help them hone and develop their skills/talent in the respective sport, but also ensure they are equipped with the skill sets needed for success when they graduate from our school system. Crimson Sports Academy is now in the process of forging another partnership for basketball coaching, to bring world class training experience for its students,” says Mr. Vishal Goel, MD, JV Ventures and Co- Founder of Crimson Schools.

Espousing innovative, progressive and holistic learning through academics and a robust physical education curriculum, Winmore Academy offers a massive 86,000 square feet of training space for diverse sports including football, skating, taekwondo, table tennis, and chess. With the belief that sports play a vital role in the overall development of a child, Winmore Academy under Crimson Education aims to create a habit of healthy lifestyle for students, enhance their innate talents, build their self-confidence, develop motor skills, and relieve stress. With India’s growing focus on a range of professional sports and policy push for the same, efficient and safe training spaces are fast becoming critical. The thoughtfully-designed spaces with international quality professional guidance brought by Crimson Sports Academy is aimed at bridging that gap.

23, Aug 2024
Zendesk launches Relay to deliver proactive bulk messaging

Bengaluru, India – August 23, 2024 – Zendesk, Inc., the company providing the most complete AI solution for CX on the market, today announced the launch of Relay, a new app that offers proactive messaging for companies using WhatsApp and SMS. Relay allows companies to proactively connect with customers at scale using outbound messages in WhatsApp and to manage all those conversations natively in Zendesk.

According to Statista, India is home to the largest base of WhatsApp Business users, with WhatsApp being the most-used messaging app in the country. And consumers in India are using the app to do everything from connecting with family and friends to buying products and doing business. This is perhaps why 87% of consumers in India expect chat agents to assist them with everything they need, from service to sales, to support, according to the Zendesk CX Trends Report. Not only that, more than 8 in 10 Indian consumers feel that businesses could do a better job of personalisation. Yet, over 70% of businesses in India admit they are lagging in offering conversational commerce, indicating a need for more robust tools that enable businesses to easily meet those expectations.

With Relay, customer service teams can:

Improve targeting and personalisation: Companies can use dynamic content and targeted audience data to tailor messages for specific customer segments.

Effortlessly create messaging templates: Administrators can create custom message templates directly within Zendesk and submit them for Meta’s approval.

Accelerate business outcomes: Businesses can boost customer loyalty, increase satisfaction, and drive higher sales through timely and relevant proactive communication.

“Consumers now expect real-time, personalised communication from brands, akin to what they experience in their personal lives. By adopting proactive messaging strategies, businesses not only meet but exceed these evolving expectations, delivering timely and relevant information through channels that customers already use and trust,” said Mike Keohane, RVP of Business Development, Zendesk. “Relay will allow companies using Zendesk to proactively contact their customers through WhatsApp, to provide important updates that they might not be aware of. This can include examples such as reporting incidents, invites for exclusive opportunities, and requests for feedback on services or products.”

“WhatsApp is used by a vast majority of consumers and businesses in India as it is the fastest and easiest way to engage customers. However, businesses in India often find it challenging to deliver personalisation at scale. Our CX Trends Report shows a critical gap, which solutions like Relay will help businesses address,” said Vasudeva Rao Munnaluri, RVP India & SAARC, Zendesk. “Businesses in India looking to create more personalised, meaningful connections with customers at scale–ones that ultimately improve their bottom line–will find their answer in Relay.”

Strengthened Partnerships for Superior Customer Experience

Proactive communication via preferred channels like WhatsApp can significantly improve customer satisfaction and loyalty. In fact, Forrester Research notes that proactive communication can reduce future contact volume by up to 25% and increase customer satisfaction rates by 20%.

By deepening its partnership with Meta’s WhatsApp and SMS providers like Twilio, Zendesk empowers businesses to enhance their CX strategies significantly. This collaboration is designed to provide customer service teams with the tools to proactively keep customers informed, ensuring that crucial updates are delivered before customers need to seek out information on their own.