Move Forward | Trends shaping the digital landscape

2020 changed the world of business as we knew it. However, it brought in a positive change in paradigm. Businesses around the globe were compelled to take a giant leap to become tech-savvy with cloud computing, automation, cybersecurity, etc. There was a significant increase in investments in automated solutions and in the new year, more companies are predicted to become platform-driven digital businesses.

According to IDC’s 2021 predictions, this year will witness more massive growth in digital transformation investment and IT. The report also finds that direct digital transformation investment is still growing at a CAGR of 15.5% from 2020 to 2023 and is expected to approach $6.8 trillion as companies build on existing strategies and investments, becoming digital-at-scale future enterprises.

In 2021, organizations that want to empower their front-line workers with insights that drive real-time actions will need to prioritize advanced technologies like cloud computing and data analytics.

Here are some of the technologies that will shape the future:


When organizations had to make a sudden shift in business model to engage with different stakeholders, cloud added a layer of resilience and made this shift less disruptive. In 2021, enterprises will focus more on leveraging different aspects of cloud infrastructure and managing their cloud costs better along with unifying their different cloud environments.

As per a recent report by Gartner, in 2021, cloud system infrastructure services (IaaS) will experience the largest growth in India at 44.6%. In the face of increased competition, cloud providers will also need to enhance their offerings by integrating security, compliance, and privacy.

Data Analytics

52% of executives reported in a study by Forbes,  that having a well-developed and designed data analytics effort uncovers opportunities for enterprises to deliver a superior experience for customers, employees and partners.

Organizations today realize that data is gold. Most companies have developed models and integrated technologies to monetize data or find a way to utilize it for value-add in existing operations. In 2021, organizations across sectors will move from data science to decision science and leverage teams to derive usable insights from the data available, for important business decision making. Machine learning and AI will move from experimentation to mainstream enabling business differentiators.  Businesses that use data for proactive and predictive business decisions will accelerate their market expansion.


Due to the surge in cyberattacks in 2020, most organizations are increasingly realizing that they need to build in more effective security measures right from the development stage with the help of DevSecOps.

Security teams across the sectors, irrespective of the size of the organization, will accelerate further to break down walls between silos and change the security culture at scale.  They will achieve this in part by applying DevSecOps approaches to provide intelligence-based code solutions and automatically build secure infrastructure, replacing manual attempts to eliminate vulnerabilities.

Digital Interactive Experience

Marketing and technology are coming together in the marketplace, which means now brands are built through experiences. Companies are exploring the possibilities of combining business insights with technology to deliver better omnichannel customer experiences very rapidly. A recent study by Gartner found that by 2022, 70% of customer experience projects will make use of information technology such as machine learning (ML) applications, chatbots, and mobile messaging.

Noting the need for upgrading themselves, organizations across retail, real estate, travel, automotive, fitness, and healthcare sectors are moving sales processes and service delivery to the online and virtual platforms to ensure a steady customer experience.


There has been a wave of hyperautomation among enterprises as they focus on using automation to drive digital acceleration. While automation optimizes processes, hyperautomation adds an extra layer of robotic intelligence and makes the process faster, error-free, and end-to-end automated.

For quite some time, organizations have been leveraging hyperautomation to reduce the manual process of resource allocation, system tuning, data management, service management, and systems provisioning. But the pandemic has accelerated its demand, especially to deal with the sudden need for digital-first operations. Enterprises that adopt hyperautomation wisely can trigger in-depth and large-scale transformation across processes, market strategies, and infrastructure.

Industry 4.0 and the ever-changing nature of technology has and will continue to remodel the world. 2020 shook everyone, but businesses that were the early adopters of cloud, IoT and automation fared well. And as we step into the new decade, we will witness businesses developing into efficient workplaces, with these trends quickly becoming requirements to operate, compete and thrive in the COVID-19 era. And if organizations don’t focus on efficiency, efficacy, and business agility that technology offers, they will be left behind.

For questions and comments, or to speak to an expert, drop us a line at

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.


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.

Infogain Builds Digital Community Platform for the World’s Largest Boating Supply Retailer

Our client is a leading specialty retailer for the boating and outdoor industry offering boating, fishing, and sailing products. Their 240 stores located in 38 states, Puerto Rico and Canada are a leading resource for paddlesports enthusiasts, cruisers, sailors, and anglers.

Business & Technical Challenges
In the midst of the pandemic, our client wanted to strengthen brand recognition and connect with current and prospective customers. They wanted a modern community platform (that they owned) where customers could connect, discuss new products, and share information. The new community platform must:

  1. Align with the client’s marketing and social activities
  2. Integrate the client’s community forums on the new platform
  3. Generate opportunities for new revenue streams and growth

Smart Warehousing Technologies transforming the Supply Chain

This is an authored article by Utsah Khianra, Associate Vice President, Travel & Retail at Infogain, that appeared in Logistics Insider. To read the original article, please click here.

E-commerce has transformed retail in an exceptional manner, influencing consumers’ expectations to find the desired products both in-store and online and purchase them with the swipe of a finger. As the advent of e-commerce brought global competition from players such as Amazon, warehouses started emphasizing omnichannel capabilities.

According to a survey by the MHI Annual Industry Report, as many as 80% of the respondents believe that digitalization that includes an intelligent, efficient, and automated warehouse has the power to disrupt the storage and warehousing industry. To support long-term growth, even membership-based warehouse clubs are striving globally for a balance between in-store operations and e-commerce.

The warehousing sector in India started as nondescript four-walled ‘godowns,’ but it has rapidly evolved into technologically equipped spaces capable of handling modern-day storage requirements. The Warehouse Automation Market in India 2020 report demonstrated that the evolution and application of advanced technologies in India like AI, Industrial Internet of Things (IIoT) and Blockchain, are impelling warehouse operators to adopt automated systems.

Let’s take a closer look at the technologies behind transforming the storage and warehousing industry:

Embracing cloud-based systems

A cloud-based warehouse management system (WMS) is a must in today’s industry. These systems leverage the industry standard ‘software as a service (SaaS)’ or ‘platform as a service (PaaS)’ that can seamlessly integrate with other enterprise systems and sustain without any downtime.

The storage and warehousing industry can leverage these systems to create new processes to work directly in the cloud, ensure better customer experiences. WMS systems are considered to be the backbone of the storage and warehousing industry; getting the right system for your operations can not only double your shipping efficiency with 100% accuracy but also make directed put aways a smooth and efficient process. Infogain works with several product providers to modernize their product suites and help them integrate their products at their end clients.

Smart Analytics and Machine Learning

To increase customer satisfaction, warehouse managers are increasingly relying on predictive analytics and AI, leveraging statistical techniques such as predictive modeling, big data, and data mining for recommending optimized inventory levels, replenishing inventory, and increasing operational efficiency as well as warehouse optimization.

Walmart-owned Flipkart leverages big data and analytics for warehouse management and deploys machine learning to match their product assortment to meet evolving consumer demand.

There is still immense potential for AI adoption in India: a survey conducted by Data Pulse revealed that only 38% of the organizations in India had implemented AI in their supply chain and logistics operations. Infogain’s teams have been at the forefront of the adoption of Data Analytics and AI, working with many enterprises across the globe to help our clients understand the key performance indicators for warehouse management.

Embrace e-commerce—your way

Big time retailers across the globe have been placing a greater emphasis on e-commerce and omnichannel capabilities, including developing same-day and two-day grocery delivery, rolling out buy online pick up in-store (BOPIS) services, and opening e-commerce fulfillment centers.

Placing emphasis on fast delivery and keeping the inventory moving has put a lot of pressure on the storage and warehousing industry. Most Indian retailers are reshaping their strategies to compete with Amazon in India and internationally. In the international market, Costco is not only investing heavily to bolster their online presence but also focusing on enhancing fulfillment capabilities with its acquisition of a logistics company from Sears’ for $1 billion.

Integrating new services like logistics has its challenges and is a time consuming process. The key is to keep the business running and ensure smooth integration. Infogain’senterprise software and platform engineering services enable enterprises to drive their digital agenda. We do it through customer engagement platforms, line-of-business applications vital to delivering customer services and solutions, and internal enterprise applications for driving operational efficiency.


According to a leading analyst firm, by 2024, organizations will lower operational costs by upto 30% by combining hyperautomation technologies with redesigned operational processes.

While enterprises embarking on RPA journeys showed initial signs of success, automation programs at some point reached a saturation level. The key reason for this was enterprises lacked a strategy to scale automation. Automation was seen as a tool to achieve short-term wins rather than as an end-to-end automation approach.

With the storage and warehousing industry, today labor is a significant expense. Optimizing labor utilization and inventory control procedures helps companies reduce their rates and remain competitive with international players.  For these companies, hyperautomation is a viable option and should already have started.

According to TechSci Research report on forecast and opportunities for India’s Warehousing Market by 2025, the industry is projected to grow to  $19.5 billion on account of the ongoing modernization and advancements in warehouses. With better infrastructure through efficient use of technology and workforce and initiatives like “Make in India,” the warehousing industry is bound to play a larger role in the growth of the Indian economy.

This article has been authored by Utsah Khianra. He is an AVP for the Retail and Travel segments at Infogain, a Silicon Valley headquartered company with software platform engineering and deep domain expertise across industries.

How the Insurance Industry Benefits from e-Signature Technology

The pandemic has reshaped the business world – it will have long-lasting implications on every way business is conducted. The pandemic has also been touted to show the value of digital operating models and compel companies to speed up their digital innovation and transformation.

The implications have been so far and wide that with companies shifting to a remote working model, the organizations have been challenged with the simple act of acquiring a signature on the many documents for many daily transactions. This situation has given rise to the electronic signature or “eSignature” technology. It is a legal way to get consent or approval on electronic documents or forms.

This development has also enabled the insurance industry to move past an actual ‘wet’ signature, end-all paper trails once and for all, become more “digitally transformed,” and perhaps, even be more environmentally responsible.

The ‘eSignature’ can replace a handwritten signature in virtually any process and is thus a welcome solution as policyholders, who have become accustomed to dealing remotely with banks and retailers, expect the same from their insurance providers. An eSignature allows a user to affix their signature, or a valid electronic equivalent, to a digital document. eSignature platforms offer consumers convenience and simplicity for important transactions and provide a complete, legally defensible electronic record of signers, IP addresses, dates and times signed, and more.

Here is how the insurance industry benefits from adopting e-signature technology:

  1. Better User Experience

In a recent Forrester Research webinar on The Impact of COVID-19 on Financial Services and Insurance, analysts advised that “Demonstrating customer empathy, communicating service availability, accelerating digital transformation, and protecting employees are some of the key actions industry executives should be taking.” With changing customer expectations, where frictionless experiences are top of mind, insurance providers that can best accommodate remote processes will gain a competitive edge.

  1. Mobility and Speed

Clients can sign documents required to obtain insurance policies anytime, anywhere – in a matter of minutes. Once customers have decided to purchase a policy, they can quickly use an electronic signature to finalize the process. The process can be completed from home or anywhere else, almost immediately, using a computer, tablet, or mobile phone.

  1. Cost-Effective

The right integrated eSignature solution considerably reduces administrative overhead and decreases costly and time-consuming human errors. eSignature tools also speed up document turnaround time by 70, 80, or even 90%, and thus prevent unnecessary delays and wasted time.

  1. Efficient and Scalable

Implementation of e-signature solutions is preferred on cloud, which lets IT deploy and manage setup centrally in just minutes. When embedded in the leading cloud-based productivity suites such as Microsoft Office 365, there’s no need to spend extensive time rolling out and installing software on end-user devices. Adobe, for example, has partnered with Microsoft to enable a secure digital workflow to the cycle of requesting, tracking, receiving, and storing electronic signatures throughout the enterprise.  In addition to Adobe and Microsoft, eSignature software integrates with a wide range of legacy programs and 3rd party applications, including Google Drive and Salesforce.

  1. Legal and Enforcible

eSignatures have been around since the ’70s, but until recently, there was a lack of clarity and consistency from regulatory bodies with the correct protocols in using e-signature technology. Adoption of the Uniform Electronic Transactions Act or UETA in many states and with the passage of Electronic Signatures in Global and National Commerce Act or ESIGN at the federal level in 2000 solidified the legal landscape for the use of electronic records and electronic signatures in commerce. ESIGN and UETA, both establish that electronic records and signatures carry the same weight and legal effect as traditional paper documents and handwritten signatures.

  1. Paperless Audit Trails

eSignature solutions enhance and strengthen compliance for companies. By offering easy access, they can help prevent legal disputes.

  1. Advanced Security

eSignature solutions are adding enhanced security capabilities. Users may be required to provide a password, confirm an SMS message, or answer questions based on public records to establish identity.  There has also been continued evolution, consistent with document tracking and storage procedures, enhancing the clear audit trail needed in a dispute or data breach. Companies that use eSignature software will likely find ways to optimize these and other security measures in the years to come.

According to a report from Research and Markets the digital signature market size is expected to grow to USD 5.5 billion by 2023. A secure, reliable electronic signature solution is key to success in the new normal. The landscape for using eSignatures has been primed, and electronic signatures are long past the point of being just an option for the insurance industry. There many players such as DocuSign, Adobe Sign,  OneSpan, Sign Easy, to name a few, who are offering easy to use interfaces for their eSignature solution. Often an eSignature solution is provided as part of a more comprehensive document management tool that includes drag-and-drop form integration, automated workflows, and full audit histories. Several integrations are also available, including CRM, payment, and file storage apps.


The most efficient cost saving integrations come from targeted systems, not ones that are bundled with other services. As certified practitioners of Guidewire and many of the eSignature providers, Infogain is distinctively placed and help integrate these products for companies.

About the Author

Girish Kannalli

Girish Kannalli

Girish Kannalli, Vice President & General Manager, Insurance BU, Infogain. With close to 25 years of experience, Girish is passionate about driving Digital Transformation and innovation in the insurance Industry.

James Patterson

James Patterson

James Patterson has been a part of Infogain for over 4 years as Guidewire Practice Manager. With almost 30 years of experience as a software engineer, product manager and strategist, James specialises in Insurance IT strategy and automation.

Connect with Infogain at Guidewire’s Free Customer Conference, Nov 18-19, 2020

Meet Infogain’s Insurance team at Guidewire Connections Reimagined, Guidewire’s free virtual event taking place November 18-19, 2020. Our team has over 15 years of P&C expertise and dedicated insurance professionals with Guidewire expertise. We deliver high-end automated solutions for multiple business lines across Guidewire’s InsuranceSuite™ that include:

  • Out-of-the box automation across Guidewire InsuranceSuite™
  • Full support for API and integration points to external systems
  • End to end scenario testing, including cross product use cases
  • Integration to standard DevOps tools

Meet our Team:

Girish Kannali, Vice President- Sales (Connect on LinkedIn)

James Patterson, Practice Manager- Solutions (Connect on LinkedIn)

Infogain and Oracle partner for a joint webinar on Wednesday, November 18th

The overnight transition to remote working has challenged the customer support centers to be well-equipped with tech support. Given that, the demand for customer self-services has also been on the rise. This can be fulfilled with the help of modern technological tools.

To address this, Infogain, in partnership with Oracle, is hosting a webinar on ‘Creating a Compelling Self-Service Experience’ on Wednesday, November 18th.

In this webinar we will address one of the most important objectives of modern customer service organizations – a compelling self-service experience. At the end of the session, the participants will get insights on Oracle and Infogain’s offerings to enhance customer service and support, including an overview of Oracle Digital Assistant, Knowledge Advanced and Intelligent Advisor. 

Learn about these valuable self-service applications and see a demo of this in action!

  • Oracle Digital Assistant, an advanced chatbot designed for customer self-service 
  • Oracle Knowledge Advanced, which provides intelligent search to provide relevant information at the point of need  
  • Intelligent Advisor, a powerful guided assistance engine which provides sound recommendations based on multiple variables 

This will be followed by a Q&A session with the participants. 

Meet the panel:

Timings: 10:00 AM – 11:00 AM PST (1:00 PM EST)

Block your calendar and register today for the webinar!

The Art of Implementing a Conversational AI Project

From single-purpose programs that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbot technologies are making a positive impact on customer service, employee productivity, marketing and more. In part one of Infogain’s Chatbot Talks series, we answered your frequently asked questions about Chatbots.

Our second chatbot talk, The Art of Implementing a Conversational AI Project, was hosted by Upakul Barkakaty, Infogain’s Director of Mobile and Chatbot Solutions, and took place on October 22nd with special guests Stephen Mateer and Michael Piotrowski of is an enterprise virtual assistant platform and solutions company enabling enterprises to automate and enhance digital interactions with their customers, employees, and partners.

Here are takeaways from the event:

Stephen Mateer provided an overview of, its mission, and outlined use cases for B2E and B2C. provides a conversational AI-based no/low code enterprise platform to create virtual assistants with conversational and digital user experiences. The platform serves as a secure foundation for enterprises to design, build, test, host, and deploy AI-rich virtual assistants across 30+ different digital and voice channels. develops domain trained pre-built virtual assistants for Banking, Insurance, HR, and IT Support:

Pre-built virtual assistants for Banking, Insurance, HR, and IT Support’s omnichannel ‘build once and deploy anywhere approach’ simplifies developing and deploying bots across multiple channels such as messaging apps, digital assistants, collaboration tools, and enterprise applications.

The VA Platform provides automatic handling of channel-specific APIs. It automatically accounts for authentication and authorization nuances between channels– automatically adapting messages to match the formatting used by each channel.’s conversational assistants can be applied to a broad range of B2E and B2C industries and domains:

Conversational assistants a range of B2E and B2C industries and domains

Michael Piotrowski gave a technical overview and a demo of’s platform, which described knowledge ingestion, how to build a dialog, conversation design and task execution. He also outlined the advantages of their multi-engine approach for Natural Language Processing.

The webinar concluded with a discussion of metrics and must have requirements for selecting a virtual assistant:

  1. How easy and intuitive is it to learn?
  2. How long does it take to deploy?
  3. What kind of support will you receive during and after implementation?
  4. How easy is it to collaborate on VA projects?
  5. How long does it take to build VAs using the solution?
  6. What is the pricing and pricing structure in relation to your must-have features?

Upakul Barkakaty, Infogain’s Practice Head for Mobile and Chatbot Solutions, is also a Chatbot enthusiast and can share ‘Chatbot Criteria’ to consider when choosing a chatbot.

Virtual Event: Implementing and Scaling Automation Initiatives

Infogain, in association with Automation Anywhere is pleased to present the video-based virtual event: The Fast Track: Implementing and Scaling Automation Initiatives, on Wednesday, Oct 28th.

Attendees will gain insights on automation advancements and trends, successful use cases, best practices for buy-in, implementation, and cultural adoption. Panelists will share how to take the ideation of automating business processes from an exploratory stage to an explosive growth stage where many business users and departments are using automation daily. Discussion topics will cover:

  • Obtaining buy-in and setting the right KPIs to sustain it
  • Growing a ‘Circle of Excellence’ team and deciding where it fits in the company’s structure
  • Harnessing predictive data to identify the right organizational opportunities to pursue first
  • Selecting, cleaning, and troubleshooting processes to realize the greatest efficiency gains
  • Examining automation’s effects on operational efficiency, error rates, costs, and customer satisfaction


Amarnath Purohit, Head of Enterprise Intelligence Automation NetApp | Connect on LinkedIn
Laura Della Torre, Sr. Director, Ecosystem Marketing, Automation Anywhere | Connect on LinkedIn
Swati Tari, Associate Vice President, Infogain | Connect on LinkedIn

Moderated by: 

Tony Sturgeon, Sr. Vice President and BU head – Hi-Tech, Infogain | Connect on LinkedIn

Event details: 

  • Event Date: Thursday, October 28th, 2020
  • Time: 12:00-1:30PM PT

Please nominate yourself to attend and our team will reach out to you, register HERE.

Connect with Infogain at the NetApp INSIGHT 2020

Find out everything you need to know about the future of cloud and on prem from the visionary leaders and specialists who are reimagining how businesses work in a fast-changing world.

Attend the event to hear from the biggest names in cloud—Microsoft’s Satya Nadella, IBM’s Arvind Krishna, Google Cloud’s Thomas Kurian, and Amazon’s Bill Vass as they talk digital transformation and innovation in a time of unprecedented disruption.

To read about the event click on:

Connect with our expert, Rajesh Pokale- Assistant Vice President (Connect on LinkedIn)

Reach out to us at