Technology Will Lead the Road to Recovery for the Hospitality Sector

The following article appeared in ETHospitalityWorld on January 20th, 2021. Follow this link to view the original article.

The hospitality industry has continuously reinvented itself to meet new challenges and stay ahead of the curve. Up until early this year, the Indian hospitality industry was experiencing healthy growth in overall performance following a period of stagnancy: 2019 and the beginning of 2020 saw hotel occupancy at a 40-year high, and tourism constituted 10% ($275 Billion) of India’s GDP as of March of this year. And then the pandemic happened. While it has had a tremendous impact on the hospitality industry, things will inevitably return to some semblance of “normal,” with technology playing a pivotal role in the recovery process. However, the sector and its incumbents will need a concrete plan to overcome the turbulence caused by Covid-19.

The hospitality industry’s recovery will most likely center around integrating new-age technologies in every sphere and involve booking engines, mobile apps, digital concierge services, automated check-in and check-out, and keyless entry systems.

A report by Software Advice’s Guest Preferences for Technology in hotels states that 60% of respondents are more likely to choose a property that allows guests to check-in and open doors with a smartphone than a hotel that doesn’t. Nothing can be truer in the post-COVID world. Technology will play a critical role in the current turmoil and help hospitality businesses reorient themselves and rebuild trust among travelers. With technologies like the Internet of Things (IoT), Virtual Reality, Robotics, and AI/ML, hotels can develop processes that deliver a unique customer experience. The integration of new-age tech through various stages of the customer journey will facilitate the sector’s recovery.

The pandemic has reinforced two industry fundamentals around travel. First, that travel is deeply personal, offering unique experiences to customers with different preferences. Second, each experience is truly an end-to-end journey, not a series of isolated events. Thus, travel companies should integrate these fundamentals into their business strategies and their tactics for sustainable growth.

Here’s a look at how hospitality businesses will need to reinvent every step in the customer journey, if they aren’t already, to sustain business growth in the post-COVID world:

Internet of Things

IoT will help hotels to personalize the guest experience completely. Hotels are tapping into IoT through in-room tablets that connect to various elements within the hotel room and the surrounding facilities. In connecting smart devices to a network of controls, guests can manipulate their experience according to their specific needs.

Cloud-based IoT (Internet of Things) software also can be just as essential to running back-of-house functions and streamline operational complexities like coordinating housekeeping systems, assigning staff duties, and confirming compliance with newly enhanced cleanliness standards.

Artificial Intelligence

This is one of the most promising technologies to hit the travel industry, reducing overhead for all sectors by cutting out human capital and replacing these resources with artificial intelligence.

In the age of AI, a chatbot has become imperative for business strategies regardless of industry. A virtual travel assistant significantly improves customer satisfaction from routine customer interactions and FAQs to complex queries and cognitive responses.

These AI bots can organize travel plans and troubleshooting, transferring customers to actual agents when the conversation supersedes their capabilities. Those who have adopted AI bots have engineered their solutions, outfitting their business with bots who know the company architecture inside and out.

In these unprecedented times, many countries have resorted to the use of AI. Singapore has used AI to help the sector bring back visitors safely.

Data analytics

Data is critical to hospitality that is user-driven. Technology that leverages location data is becoming a must-have for travel brands to drive acquisition, share up-to-the-minute information, and rebuild consumer confidence in tourism’s overall safety. As people are increasingly opting for road-trips in the name of social distancing, hotels can benefit from installing geofences that send push notifications to visitors who might arrive within a certain radius. These might even include special offers or promotions and help to steer potential clientele away from local competitors.

According to Skift Research and McKinsey’s report, many hotels are turning towards using an optimal approach to create a comprehensive and microsegment-level customer view by combining datasets to pinpoint underserved segments. Hotels can use analytics to comprehend customer patterns creating personalized experiences across the travel life cycle to help them target and acquire customers.

Virtual Reality

While virtual reality and augmented reality technology has been around for a while, Covid has impelled the tourism sector to make the most of them. One can expect destinations and experiences to be sold through virtual reality tech like virtual walkthroughs of houses, hotels, transportation, where tech can give you a taste of these experiences. For example, a Berlin-based startup has developed a platform to transport people to historical sites worldwide through VR explorable in photo realistic quality.

Robotics

Robotic technology is one of the most exciting forms of travel technology, and it is continually improving. For example, robots have been used in concierge-like roles within hotels, helping greet guests when they arrive and provide information. Robotic hotel staff members can help reduce person-to-person contact amid the pandemic.

The pandemic has been a dark cloud over the heads of all global citizens, but the advances of technology may represent a silver lining, dramatically improving traveler experiences now as well as after the pandemic.

Notable Highlights from CES 2021

The first-ever, all-digital CES 2021 wrapped up on January 14th after four days of breakthrough technology announcements and virtual experiences from leading providers and newcomers alike.

“CES showed how the pandemic accelerated the arc of innovation and illustrated the resilience and innovative spirit of our industry”, said Gary Shapiro, president, and CEO of the Consumer Technology Association (CTA)®, which produces the event. “From the latest innovations for the home and entertainment, and advances in 5G, vehicle technology, AI and digital health, the technologies at CES 2021 will pave the way for a brighter tomorrow.” Almost 2000 companies launched products during the all-digital CES 2021, including nearly 700 startups from 37 countries. Many of the products launched this year benefitted a variety of industry sectors. Here are some examples:

AI-Powered Disinfecting Robots for Workplace Safety

A safer workplace and navigating the new normal were definitely a theme of CES 2021. Both LG and lesser-known UBTech, a developer of intelligent humanoid robotics with AI technologies, launched a UV-C disinfecting robot. LG’s device has a built-in motion sensor that shuts it off when people are around, and it is meant for restaurants, corporate offices, and retail stores. It can navigate around tables, chairs, and other furniture by itself, generally disinfecting a room’s touchable surfaces in up to 30 minutes. UBTech’s robots are already available and have disinfection capabilities with 99.9% accuracy.

AI-Powered Housekeeping Robots

Since a majority of us are working from home, we need an extra hand. Bot Handy, an AI-Powered Robot from Samsung, can pick up laundry, load the dishwasher, set the table, pour wine, and even bring you a drink. The robot is still in development but will be able to recognize objects using a camera and AI.

Sebastian Seung, president of Samsung Research, said that the bot is meant to be “an extension of you in the kitchen, living room, and anywhere else you may need an extra hand in your home”. The robot will be able to assess the material that different objects are made of so that it’ll grab them with the right amount of force. It’s also supposed to be able to handle objects of varying sizes, weights, and shapes.

Samsung has also launched robotic assistants, Bot Care and JetBot 90 AI+, equipped with LiDAR sensor technology and AI capabilities. With AI-enhanced object-recognition technology, the robots can work out distance and precise location coordinates to perform a task efficiently.

Healthcare Innovations

The AT-Patch from ATsens, one of the winners of the CES Innovation Awards, is an EKG Measurement system that provides up to 14-day uninterrupted ambulatory cardiac monitoring that helps doctors diagnose any heart disease more accurately. With a proprietary biosensor chipset, AT-Patch shows an accurate signal. The patch is showerproof and enables users to see their live ECG signal on the smartphone. An innovative SW algorithm allows physicians to analyze long-term data in a short time with high accuracy.

Physical Therapy

The pandemic has put an abrupt halt to a great deal of noncritical, in-person care, including physical therapy and rehab essential to assisting and maintaining mobility for a wide range of patients, H-Robotics has filled in that gap with Rebless, a robotic machine that serves as a stand-in for a physical therapist and can be used by patients at home.

Industry experts weigh in on technology trends

In addition to the many innovative products that were launched and demonstrated, industry leaders shared updates and predicted trends going forward:

    • Hans Vestberg, chairman and CEO of Verizon, demonstrated the immersive 5G experience across sports, education, connected communities, and live music. He also announced partnerships with the NFL, UPS, Live Nation Clubs and Theaters, The Met, and the Smithsonian.
    • Mary Barra, chairman, and CEO of General Motors (GM), launched new product lines from GM, including the Cadillac eVTOL, a concept air taxi. GM also announced the launch of a new business unit devoted to electrifying the goods delivery market.
    • Dr. Lisa Su, president and CEO of AMD, introduced new Ryzen 5000 series mobile processors with two categories – the H-series, for laptops intended for gaming and content creation, and the U-series, for ultraportable notebooks.
    • Corie Barry, CEO of Best Buy, shared how the company shifted during the pandemic and put the customer in control of buying, whether from home, curbside or in person.
    • Doug McMillon, CEO of Walmart, discussed ways 5G, AI and robotics will change the business, how Walmart pivoted to keep employees healthy and customers satisfied, and the company’s commitment to diversity and inclusion.
    • Brad Smith, president of Microsoft, gave his vision on ensuring cybersecurity and customer privacy protection and discussed the tech industry’s responsibility to exercise our conscience.

 

Not sure how or if AI can make a difference today? Infogain can work with you to identify a project, set metrics for success, and design & implement a pilot. Contact an AI Specialist here.

Artificial Intelligence: Transforming Airline Crew Management

In our previous blog on Airline Crew Management, we had addressed three questions that need to be asked to identify innovation opportunitiesWhile these questions are still pertinent, a lot has changed since then, especially with the pandemic. 

And as the pandemic lockdowns and travel restrictions gradually relax, the industry is slowly getting back on track, at the same time incorporating changes that will help travelers feel safe. The focus is on the customer’s safety, contactless travel experience, and hassle-free customer services.  But what about the other variable in this equation, namely the airline crew? Their experience has a direct impact on travelers, and managing crew activities is one of the highest operating expenses for any airline. While continuing traveler-focused efforts, airlines also must invest in transformational technologies to optimize cost and bring efficiency in crew management.  

At Infogain, we believe AI can be the answer.  It has immense usage leveraged by the airline industry in areas of revenue management, customer experience, sir safety, feedback analysis, messaging automation, in-flight sales, fuel efficiency optimization, and crew management.

Here are some areas where AI can be used to improve crew management:

AI for Transforming Airline Crew Management

 

Crew Planning Optimization: Airline crew planning broadly consists of Crew Pairing and Crew Roster. The pairing is done on basis of flight segments so that cost and crew covering flights are minimized. And, individual crew members are rostered (assigned) with a monthly schedule, using a computer program Optimizer 

But amid the pandemic, crew members may face emergencies and may not always be available; thus standard frameworks to design crew rosters might prove inefficient. With AI, a dynamic rostering framework using Neural Network and classification algorithm can be created which will allow the crew to receive a response as soon the request is expressed. The framework uses past data to analyze patterns and its efficiency increases over time as it learns more and more with data. This data can further optimize crew planning by ensuring crew members operate on different fleets and saving requalification training costs. The proposed system could lead to faster response, enhanced crew satisfaction, and prior entry of fixed activities by the crew in roster planning. According to The EURO Journal on Transportation and Logistics, the dynamic algorithm grants 22% more requests while the same workforce is being utilized to operate the flight schedule. 

Recovery Management: Any disruption in flight operations has a cascading effect on whole airline operations. Disruption can be due to technical failure, natural disaster, or any other emergency. In such scenarios, AI can help in recovery management. Using Neural networks to build and train a model using a classification algorithm, a new roster plan can be created for the next few days in the shortest time possible. Also, prediction capabilities can help understand an aircraft’s performance statistics and predict chances of technical failure and take proactive actions to resolve the issue.  

Fatigue Management: Normally fatigue management was used to avoid operational delays and adverse impact on crew members’ health, while also helping ensure traveler satisfaction. During the COVID-19 pandemic, fatigue management has become more important to ensure crew members are in good health and not overloaded with work.  

Using artificial intelligence and data analytics, a model can be created that takes inputs like duty start and end time, flight duration, number of flights flown during the duty, etc. to calculate fatigue score and rate it on a scale. The model can be developed such that it calculates fatigue score every 15 min with real-time inputs and this score can also be fed into the crew roster for more efficient planning. Solutions such as these need now be fully embraced. 

Resource Management: Flight operations can get interrupted due to several scenarios; any of the crew members is absent or weather conditions are unfavorable or any health emergency is becoming an everyday affair in airline operations amid the COVID-19 pandemic.  

AI can help with resource management; for example, a prediction system to predict and track absenteeism can improve operations. Neural Networks and Adam Optimization algorithm can be used to develop and train such prediction models using past inputs such as absence records, the reason for leaving, month of absence, day of the week, seasons, age, roster, etc. to predict absenteeism. This will also help in estimating the number of reserve crew members and better manage their duty patterns to limit disruptions. Overall, this system optimizes crew members and on-schedule flights, thereby reducing interruptions and increasing customer satisfaction. And in the long run and as the model evolves itwill also be an effective resource management system.

Enhanced Crew Interactions AI can help improve crew interactionwhile ensuring safety especially when crew members swap duty. A chatbot assistant with AI and data analytical capabilities, using Natural Language Processing (NLP) is the perfect technology to enable airlines with these capabilities. The data includes crew members’ details, shift timings, availability, planned leaves, etc. which the application to analyze and make suggestions on crew members available to swap duties.  

The COVID-19 has forced many organizations to think differently, and this is no less the case for the airline industryAI can easily be a transformational technology in airline crew managementconverting possibilities into reality.  

Talk with us today about using AI in your crew management operations.

ChrysCapital-backed Infogain acquires AI firm Absolutdata

This is an exclusive interview with the Economic Times. Follow this link to view the original article.

Software engineering services Infogain today said it has acquired Absolutdata, a San Francisco based artificial intelligence and advanced analytics company. This is the third acquisition by Infogain in the last 14 months. The financial terms of the deal were not disclosed.

“Infogain’s acquisition of Absolutdata completes our three-pronged acquisitions strategy to help customers’ increasing demand for adopting digital platforms by employing strategy and experience, cloud transformation, and advanced analytics and AI services,” said Infogain’s CEO Sunil Bhatia.

About 400 Absolutdata employees in the US and India will move to Infogain following the acquisition.

The acquisition gives the company access to Absolutdata’s NAVIK AI platform and access to new verticals, said Ayan Mukerji, COO, Infogain.

“NAVIK AI represents our first commercially available SaaS platform and is part of our broader strategy of helping our clients leverage digital platforms combined with our transformational service offerings. We aim to double our analytics customer base over the next two years and are confident that this acquisition will help us significantly toward achieving that goal.”

This will help strengthen Infogain’s presence in verticals like consumer goods, telecom and pharma.

“Companies across the globe are increasingly looking towards a combination of Technology and AI/Analytics to drive scalable, sustained & profitable business growth. The COVID -19 pandemic has further accelerated digital transformation across organizations.,” AbsolutData’s CEO Anil Kaul.

This follows Infogain’s acquisitions of Houston-based Silicus Technologies and Seattle-based Revel Consulting. Data, analytics and artificial intelligence are strategic focus areas for Infogain and will account for 15% of its revenue post-acquisition, said the company. About 75-80% of the company’s business currently come from North America. It has identified three key areas of focus, Cloud, design experience and data analytics and AI.

ChrysCapital-backed Infogain Acquires AI & Analytics Pioneer Absolutdata

Los Gatos, Calif. – December 24, 2020 – Infogain, a Silicon Valley-based leader in human-centered digital platform and software engineering services, today announced its acquisition of Absolutdata, a San Francisco Bay Area-based AI and Advanced Analytics company serving Global 500 clients. Absolutdata’s award-winning NAVIK AI platform and 300 world-class data scientists will significantly enhance Infogain’s ability to engineer superior business outcomes for its clients through the use of cutting-edge AI and Analytics.

Absolutdata has been a leader in utilizing AI and Advanced Analytics to create scalable business impact for enterprise clients across the globe. Using a combination of its proprietary NAVIK AI platform and AI & Advanced Analytics services, Absolutdata enables its clients to grow faster, increase profitable revenue and develop deeper relationships with their customers. Absolutdata has been widely recognized for its innovation and cutting-edge AI solutions.

Infogain’s CEO Sunil Bhatia said, “Infogain’s acquisition of Absolutdata completes our three-pronged acquisitions strategy to help customers’ increasing demand for adopting digital platforms by employing strategy and experience, cloud transformation, and advanced analytics and AI services. Absolutdata’s AI & advanced analytics solutions will transform how companies gain insights, make decisions, and drive business growth. I am confident in our teams’ abilities to collaborate, innovate and create significant value for our clients.  We welcome Absolutdata’s clients and employees to our growing Infogain family.  The acquisition will increase Infogain’s presence in additional market segments such as CPG, telecom, and pharma.”

Absolutdata’s CEO Anil Kaul, Ph.D, said, “Companies across the globe are increasingly looking towards a combination of Technology and AI/Analytics to drive scalable, sustained & profitable business growth. The COVID-19 pandemic has further accelerated digital transformation across organizations. We are thrilled to be joining the Infogain team as we share a like-minded commitment to driving business success through disruptive technologies. As a unified team and company, we are very well positioned to service our clients’ requirements comprehensively and innovatively, as well as providing tremendous growth opportunities for Absolutdata employees.”

This acquisition, Infogain’s third in 14 months, follows its acquisitions of Houston-based Silicus Technologies and Seattle-based Revel Consulting. Data, analytics and artificial intelligence are strategic focus areas for Infogain and will account for 15% of its revenue post-acquisition.

Infogain’s COO Ayan Mukerji, said, “NAVIK AI represents our first commercially available SaaS platform and is part of our broader strategy of helping our clients leverage digital platforms combined with our transformational service offerings. We aim to double our analytics customer base over the next two years and are confident that this acquisition will help us significantly toward achieving that goal.” He added, “Infogain in turn will leverage its strategy & experience, data estate and cloud transformation services to expand our footprint across Absolutdata’s customers to help accelerate digital adoption.”

Wilson, Sonsini, Goodrich & Rosati is serving as legal counsel to Infogain in the United States, Shardul Amarchand Mangaldas & Co. as legal counsel to Infogain in India, and KPMG as the financial and tax advisor to Infogain.  Ernst & Young is serving as the exclusive selling advisor.

About Infogain

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, and retail industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

Infogain, a ChrysCapital portfolio company, has offices in California, Washington, Texas, the UK, the UAE and Singapore, with delivery centers in Austin, Kraków, New Delhi, Mumbai, Pune, and Bengaluru. To learn more, visit www.infogain.com.

For more information, contact:

Cathy Chandhok
Cathy.Chandhok@infogain.com
+1 (408) 355-6028
+ 91 98115-02386

HD Nursing Selects Infogain To Develop Sense AI, Its New Patient Safety Database Application

Prominent patient safety solutions company partners with Infogain to develop advanced database application to further assist in improving patient safety outcomes for HD Nursing’s acute care clients

BENTON, Ark. December 9, 2020 — HD Nursing has partnered with Infogain, a leading provider of technology solutions, to design, develop and build a secured database application, called SenseAI, to significantly enhance the service levels to the company’s acute care customers. Over the past year, HD Nursing researched and reviewed many top database developers that specialize in securely handling health care data. The company selected Infogain due to several key factors. One of the project’s core objectives was to enhance the ability to reliably collect, securely store, and properly analyze large amounts of data coming in from hundreds of thousands of input points in a variety of health care settings. Another core objective was to be able to manage the entire application internally. This project was a major initiative spearheaded by HD Nursing’s Director of Clinical Operations, Erin Bush.

“Infogain quickly demonstrated their expertise in healthcare and willingness to listen to our various needs. With HD Nursing adopting Azure services, our SenseAI database application is now more secure than ever behind advanced firewalls,” Bush said. “Azure Databases have now equipped us with the ability to function without any downtime, threat of data loss or machine failure with its Availability Sets. With functionality added from Power BI we are now able to provide our clients with more accurate and dynamic data insights, offering client-specific dashboards and real-time data visualizations. As we move forward, we will be exploring additional avenues including data mining, machine learning, and analytics through various platforms to provide deeper insights into our data so our customers can learn and continuously improve on their clinical processes.”

HD Nursing’s mission and vision for transforming fall and pressure injury prevention within health care is visible in its results-driven success at the patient, population, hospital and system level. HD Nursing is committed to continue to champion advancing nursing and interdisciplinary clinical competencies and skills essential to ensuring patient safety.

Dr. Amy Hester, HD Nursing’s CEO, said: “Data fidelity and security are two critical components of ensuring that decisions are well-founded, and information is reliable, safe, secure and accessible. Partnering with Infogain will ensure we serve our clients with confidence in both fidelity and security, which is important for the health care systems we serve.”

Dr. Vikas Budhiraja, Vice President – Healthcare & Life Sciences at Infogain, said: “We are thrilled to partner with HD Nursing to design and develop the SenseAI application. Our collaboration with HD Nursing showcases Infogain’s product development expertise and commitment to delivering value to our customers serving the health care sector while improving the quality of care to many different patient populations.”

Dr. Hester added: “Having immediate access to live data at our fingertips, coupled with being able to visualize the performance level of care, including improving patient outcomes in a variety of patient populations, will allow HD Nursing to continue to deliver both data and results-driven success. This solution will also allow us to be much more nimble in enhancing the science of patient safety as we continually monitor and develop current and future predictive analytic platforms that serve as the backbone of our approach to driving the right interventions and technologies to the right patients at the right time.”

SenseAI is scheduled to be completed and go live on January 1, 2021.

For additional information on HD Nursing please visit www.hdnursing.com. For additional information on Infogain please visit www.infogain.com.

About HD Nursing
HD Nursing is the dominant patient safety solution that combines predictive analytics with individualized fall and fall injury prevention patient care. Offering the only fall risk assessment tool validated in the electronic medical record, and a program that is a comprehensive, evidence-based approach to reduce patient falls and injuries, the HD Nursing falls solution is employed by leading health systems and academic medical centers across the U.S. Leveraging EHR functionality and communication technologies, new HD Programs in Community Fall Prevention, Pressure Injury Prevention, Early Mobility and Safe Patient Handling showcase HD Nursing’s dedication to improving multiple patient safety initiatives across the continuum of care. Since the company’s inception in 2012, HD Nursing has been fully committed to the promotion of diversity, equity and inclusion, which are essential in its constant pursuit of excellence as a national leader in patient safety.

About Infogain
Infogain is a Silicon Valley-based company with digital platform and software engineering expertise in the technology, health care, insurance, travel, and retail industries. We accelerate experience-led transformation and delivery of digital engagement systems and platforms. Infogain engineers business outcomes for Fortune 500 companies and digital natives using technologies such as cloud, microservices, robotic process automation, IoT, and artificial intelligence. A ChrysCapital portfolio company and Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert MSP, Infogain has offices in California, Washington, Texas, London, Poland, Dubai, India, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, New Delhi, Bangalore, Pune, and Mumbai. To learn more, visit www.infogain.com.

For more information, contact:

Cathy Chandhok
cathy.chandhok@infogain.com
(408) 355-6028

Sarmishtha Sinha
sarmishtha.sinha@infogain.com
+91 8810573274

Efficiency, Security & Agility with Data Modernization

The deluge of data from a world of connected people and things has driven the demand for modern data landscapes and advanced analytics to transform data into rich enterprise assets that can be used to generate positive business outcomes. Thanks to advances in technologies, the new data landscape is no longer constrained by limits on volume, structure, and timing.

Especially in times of uncertainty, the success of any organization is contingent on its ability to adapt to changing landscapes, both functionally and technically – this includes the way you source, profile, analyze, interpret, store and consume information or data. A flexible, agile, scalable, efficient, and effective data and analytics platform that is as modern as these new and modern times are, is the need of the hour. The focus of modernization today is more about remodeling the organization to address specific business goals, and not confine to pure-play cost reduction and technology play to stay relevant. Hence, focusing on aligning to a cloud-first strategy by consolidating disparate solutions becomes key to re-prioritize digital transformation from optional to vital.

Data modernization is the process of moving siloed data from legacy databases to modern cloud-based databases or lakes. Data modernization allows organizations to be agile, eliminating inefficiencies, bottlenecks, and unnecessary complexities surrounding legacy systems. A modernized data platform is one that provisions efficient data migration, speedy ingestion, scalable and optimized storage and advanced interactive near real-time analytics, self-service discovery, and exploration enabled by good data governance (inclusive of master data management, data quality management, metadata management, data cataloging, and the likes).

Modernizing your data is the fastest way to turn your organization into an analytics and data-driven one.

Modern Data Platforms:

  • Give users a cohesive view of data from multiple sources, make data available throughout an enterprise to those with proper permissions, and improve data governance.
  • Provide employees within enterprise access to the right data at the right time, without delays in processing a volume of data or data requests.
  • Allow businesses to manage their data governance strategy better. This can include what data is collected, who can access it, and when data has ‘expired’ according to data protection and privacy regulations.
  • Deliver a single point of access via modern authentication tools, such as SSO, to ensure authorization for your users. In this way, you can easily keep track of who can access data via the platform.
  • Bring data together from multiple sources, bridging organizational silos for more collaborative and effective decision-making.
  • Provides the organization with benefits such as lowered Costs, democratized data, reduced latency, increased speed of access, dynamic intelligence and analytics, accelerated time to market, and much more.

A Quick Guide to Customer Intelligence

Customer intelligence (CI) is the integrated collection and analysis of detailed customer data from multiple touchpoints to understand the best ways to engage with customers. Customer Analytics engineered on top of these integrated data assets help with a deeper understanding of customer behaviors and help the business drive meaningful engagements with the right customers, across the right channels at the right time.

Large amounts of customer data flow into your organization across various channels, including customer activity on your website and/or your app, purchase (and return) patterns, customer-initiated communications, and customer responses to previous company-initiated communications (The information collected for analysis includes behavioral data, demographic data, customer sentiment, survey data, social media actions, customer preferences, etc.). The first building block of successful client intelligence is the ability to efficiently collect all of this information into a single repository that enables you to examine it and analyze it. This is also known as a “360-degree customer view” or a “single customer view.”

The second element is the technological infrastructure necessary to analyze the data to discover actionable insights. Some of the technologies that enable this level of customer intelligence include customer behavior modeling, customer lifetime value forecasting, dynamic micro-segmentation, predictive customer analytics, machine learning, etc.

The third element focuses on artificial intelligence (AI) and machine learning (ML) applications. CI provides a steady stream of data that converts into real-time actionable insights that can be used to get a 360 view of the customer. With AI-driven customer intelligence tools, companies get up-to-date insights into each customer’s products of interest, level of engagement, and stage in the customer journey.
AI-driven Customer Intelligence enables you to:

  • Understand your customer in-depth and analyze their sentiments
  • Generate customer profiles and segments and respective value scores
  • Map Customer Journeys
  • Create Persona Based Insights
  • Personalize next best action/next best offer
  • Improve Targeting
  • Increase Cross / Upselling through market basket analytics
  • Increase spend and retention
  • Enhance Customer Engagement and Customer Experience
  • Build Brand Loyalty and Affinity
  • Improve customer satisfaction
  • Reduce customer churn
  • Optimize contact center operations
  • Improve the quality of the marketing campaign
  • Reduce customer acquisition costs, and much more.

Customer Intelligence streamlines marketing efforts minimizing costs and maximizing resources to drive growth and profitability.

Infogain Migrates Data from Two Disparate Software Systems to One Platform for Cost Savings

Our client is a US non-profit company that provides debt management solutions to consumers through free counseling, education and repayment plans. They were running two disparate software application systems that evolved over years of M&A activity. Other challenges:

  • VB6 legacy database was large and difficult to maintain and not supported by Microsoft
  • Universe database was costly due to 3-year license renewals
  • High maintenance costs with 2 applications and 2 support teams
  • Potential non-compliance with PCI DSS (credit card security standards) due to unsupported MS software in legacy system

Infogain migrated the client’s database to SQL Server with User Acceptance Testing for a reusable solution that they can utilize for future data migrations of inactive customer data.