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Customers spending more in data analytics to mitigate risks, improve engagement: Infosys
The Economic Times, December 04, 2018


InfosysNSE -0.43 % sees sharp rise in opportunities in data analytics with more global companies choosing to invest in customer experience enhancement, risk mitigation using data analytics.

In a study released today (which reached out to more than 1000 senior executives in the US, Europe and other markets) ‘Endless possibilities with data: Navigate from now to your next’, the company found out that nearly one-third of them ready to invest in customer experience improvement using various data analytics solutions.

According to the study, 28% respondents were interested in leveraging analytics for risk mitigation activities such as predicting risk to enable better decision making, and detecting anomalies that could disrupt business effectiveness or in some cases help companies prevent losing customers. The company said it is also working data analytics based solution that can improve customer experience of energy utilities in the UK to help them improve servicesNSE 0.02 % at a time when the government is starting easy switching for the consumers.

“Today, most of our clients or prospects are investing in how are they continuously listening and how do they service the customers in the micro moment (right time). It is very important to make sense of the data in the moment of truth,” said Satish H C, Head Global Services - Data and Analytics, Infosys.

Infosys said its research, conducted by Infosys Knowledge Institute, has made an assessment of enterprise expectations in a world of endless possibilities with data: while it explored a range of challenges, opportunities, and the role of new technologiesNSE 1.43 % in the analytics world.

Satish recalled how in today's world product design was influenced by conversation between customers or prospective customers and their brand ambassadors for one of its clients.

Infosys said it developed solutions and platforms ahead of time keeping mind the disruption in the world of data analytics and trained people.

“We foresaw a need for democratisation because the world will never have data scientists to the extent that we all need. You have to start making them more productive,” said Satish.

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