siliconindia | | November 20198LEVERAGING DIGITAL TRANSFORMATION TO ENHANCE CUSTOMER EXPERIENCEBy Ashish Shah, GM, Apttus India Operationsnterprises across industries and regions increas-ingly recognize the transformative nature of cutting-edge technologies such as artificial intel-ligence (AI), machine learning (ML), the Inter-net of Things (IoT), and cloud computing. While large entities have already witnessed this shift, small and medium enterprises are now riding the digital transformation wave as well. This digital disruption, with-out a doubt, has brought improvements to several aspects of the business. From increased operational efficiency to higher employee productivity, the influx of technology plays a pivotal role in streamlining the workflow as well as revamping archaic business models. One area where technology's impact can be colossal is customer service. Consumers are redefining their expecta-tions, taking cues from digital native players like Google, Amazon, and Netflix ­ businesses that offer product sim-plicity, multichannel access, seamless integration, and seg-ment-of-one targeting. Within rapidly evolving landscape, let's dive into how organizations can leverage tech-based solutions to enhance their customer experience.Harnessing AI to Offer Tailored Products/ServicesA PwC survey of 2,500 US-based consumers and business decision-makers found that most business leaders believe AI will be a fundamental part of businesses in the future. Ashish Shah leads the day-to-day operations of Apttus India, and supports strategic initiatives, as a member of the senior team. Ashish brings to Apttus over 27 years of global experience in the industry. He spent 21 years of his career at GE, primarily in the US, rising to the position of General Manager, which he held for the last 5 years of his tenure there. Prior to Apttus, Ashish spent the last 6 years as Managing Director of NextGen Healthcare in Bangalore.EIN MY OPINIONAshish Shah, GM
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