My car realized I’d moved, but Amazon didn’t

I recently moved into a new home and in a two-month stretch spent a significant amount of money on Amazon.com buying numerous furnishings, decorator items and appliances. It struck me that despite being a loyal customer and Prime member, Amazon never figured out I was moving nor suggested any items or services I might consider…

“The Moment of Truth” Has Already Passed

In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an obsession. In doing so, he coined the phrase The Moment of Truth to describe the exact point in time a customer made contact with a SAS employee –when SAS had to…

For Retailers and Brands, “The Moment of Truth” Has Already Passed

by Seeta Hariharan, GM and Group Head, TCS Digital Software & Solutions Group In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an obsession. In doing so, he coined the phrase The Moment of Truth to describe the exact point in…

Why an IT Services Powerhouse Got into the Software Business

by Seeta Hariharan, GM and Group Head, TCS Digital Software & Solutions Group Companies in every industry are up against an unprecedented combination of threats. Banks are facing fintechs, retailers are battling born-on-the-web giants and telcos are searching for new paths to value. But it’s a windfall for consumers, who have more choices than ever…

Smart Banks and Dumb Pipes

The recent dynamics introduced in the banking industry by the emergence of financial technology or Fintech players reminds me of the disruptions seen in the telecom industry starting in the late 1990s. It seems to me that the banking industry now has some lessons and opportunities that they can cash in on, if they pay…

Owning the Customer Journey

In the last five years, it has become abundantly clear that the question of digital transformation is not one of if we should prepare for its affects, but instead how should we prepare? And more importantly, how do we anticipate the continued disruptions caused by digital technologies? Progressive industries like Retail and Media & Entertainment…