In the new normal, customer journey mapping has emerged as a pre-requisite for analyzing customer expectations and delivering personalized customer experiences across all touchpoints. Cross-device and multiple-channel access of services has made mapping customer journey a tedious task for businesses.

A traditional IT set up is not suited for digital transformation. Hence, it has become imperative for organizations looking to fast track their digital transformation journey, to adopt new technology operating models that deploy cloud & attain speed, efficiency, agility, along with robust security. Here are 7 aspects to get you started to formulate a comprehensive cloud strategy

2020 was defined not just by unprecedented events and crisis but also by the spirit of survival, agility and resilience. The COVID-19 pandemic disrupted lives, livelihoods and businesses on a global scale. At Espire, our commitment to combat the pandemic with a spirit of unity, agility and resilience has helped our customers, partners and employees with uninterrupted and excellent service delivery - without compromising on health & safety standards.

In recent times and especially during the pandemic, the phrase ‘content is king’ has caught on like wildfire in the world of marketing but in retrospect, content without context has no value for customers. In simple words, Contextual Communications means that the right message is delivered to the right audience at the right time, using the right channel.

Logistics industry has been undergoing a rapid boom initiated by globalization and catapulted to new heights by new means of communication and rapid advancement in supply chain technologies. However, the new normal as we face today is shaping the logistics industry in newer ways.

With the increase in Insurtech players, tech savvy customers and competitive growth of digital services, digital transformation has become imperative for the insurance industry for both customer acquisition and retention. Eminent insurance providers are utilizing disruptive technology and predictive analysis to examine customer demands and deliver personalized solutions and great customer experience

Tech-savvy customers, increasing digital demands, growth in digital purchases, need for speed to market and elevated customer expectations have made it crucial for brands to plan, devise and roll their AI strategy in the post COVID world scenario to both remain competitive and provide superior customer experience.

McKinsey in its report on automation in logistics anticipates that fully automated warehouses with autonomous vehicles patrolling the aisles will become a reality sooner. Logistic sector is poised to witness managers with Augmented Reality (AR) glasses to have complete visibility over the entire scale of operations and fluid co-ordination between human employees and robots for faster, responsive and efficient operations.

Today, organizations not only face an empowered and tech-savvy customer but also one that is cautious, concerned, engaged and not very loyal. Positioning and formulating a robust CCM and CXM strategy for brands in 2021 would require mapping the evolving customer behavior and requirements, customer inhibitions and spending pattern, which is constantly been reshaped by the ongoing pandemic.

Today's challenging times have pushed for a monumental growth of digital transformation in education as schools and colleges needed to quickly adopt and transition to online learning and that too at a very short notice. This meant adoption of such collaborative platforms that would allow them to seamlessly shift to the new paradigm

Digital transformation in today’s fast paced digital world with empowered customers has become imminent and can only be achieved through enterprise-wide transformation, design thinking and deployment of cutting edge technology. In this blog, we will present before you the top 5 use cases of digital transformation in 2021.

We will now discuss how COVID-19 has acted as a catalyst for digital transformation to shatter the outmoded and traditional methods of teaching, learning and engaging for a more creative, vibrant, modern and innovative ways of learning and for combatting the present crisis as well as narrowing the digital divide for students.

In an era of empowered customers and stiff competition, communicating and delivering products and services to customers in a way they prefer has become essential. Sitecore Profiling offers marketers with tremendous opportunity to know what their customers are looking for and what interests them for a real-time content personalization and customer service, by tagging Sitecore content with defined visitor profiles.

Using the List Manager, you can create Segment Lists segmented with rules. We can use the rules that Sitecore provides out of the box, also we can create custom rules if required. In this blog, we will discuss about how to create custom rules for segmented list using custom facets.

The Sitecore List Manager in most implementation is under-utilized. Sometime marketers are not familiar with real power of Sitecore List manager. The capabilities and potential utility of List Manager even transcends beyond EXM and acts as powerful tool for managing customer segments, when it configured correctly.

Sitecore profiling offers marketers with tremendous opportunity to know what their customers are looking for and what interests them for a real-time content personalization and customer service by tagging Sitecore content with defined visitor profiles.

Content with legacy models, insurance leaders appeared as late adopters of the digital boom that has resurfaced with digital transformation and evolution of disruptive digital technologies- led by artificial intelligence, data analytics, predictive modelling, blockchain, Internet Of Things, intelligent automation and machine learning

With the advent and rise of new digital technologies like Machine Learning (ML), Artificial Intelligence (AI), Intelligent Automation, Internet of Things (IoT), Sensors, Wearables, Drones and Data Analytics, insurance leaders are forced to transition to these digital technologies for collecting and analyzing data and meeting customer expectations.

Sitecore Content Profiling forms the bedrock of all the personalization needs that are being fulfilled through Sitecore Experience platform and hence is one of the most important aspect for marketers and businesses looking to target their customers with relevant, customized and personalized content.

Since the COVID-19 outbreak, most companies have put their WFH processes in place. However, the biggest challenge of working remotely stems from the lack of technology infrastructure, and lack of comfort with new ways of working. By March end 2020, 2.7 billion minutes per day were being spent on Microsoft Teams meetings globally! Surely, the COVID-19 crisis has pushed brands to a new era of 'offices at home'.

The unique proposition that Sitecore Analytics brings with itself is its ability to offer micro analysis on the level of specific user, real-time insights and results which are more helpful for marketers in taking real time actions and personalizing websites. Sitecore offers a dynamic and multi-faceted option by allowing users to create custom reports according to their pre-determined goals or to analyze such aspects which arise on contingent basis.

Businesses need to offer relevant & contextual engagements across platforms and devices every time at a breath-taking pace and responsiveness - to be ahead of the competition & earn customer loyalty for life! In this blog, we will discuss the top 5 qualities of the next-gen CX enterprise in the post COIVD world.

The concept of Customer Engagement Hub has emerged as an architectural framework that integrates multiple systems together - for an optimal customer engagement. A well-designed CEH solution helps in orchestrating a responsive omnichannel interaction in real-time - helping and delighting customers anywhere, anytime!

In an omnichannel centric digital world, headless CMS offers the right solution for modern multi-experience mandate - by delivering content that is no more restricted to just one device or one form of presentation.

There is no doubt that customer experience initiatives and strategies have been an indispensable element for every brand’s customer outreach exercise. However, in today’s uncertain scenario, crafting CX programs which are robust & future-proof are crucial to help brands survive and achieve better ROI in the next normal.

As we move through and beyond the pandemic, we are certain to see continued deployment of artificial intelligence and automation technologies by global businesses to fast track the digital transformation of modern businesses for both agility and resilience. We will discuss here some of the key outcomes and trends as businesses become more intelligent- powered by AI and automation.

One of the highlights of the newly released Sitecore Experience Platform (10.0) is that it brings support for rapid deployment and more efficient solution and team onboarding with modern Docker technology i.e. Sitecore Containers. Sitecore, with the launch of its Sitecore XP 10, will now be providing full support for deploying solutions in containerized environment.

As the world still staggers with the coronavirus pandemic, supply chain finds itself disrupted and is grappling with the gravest challenge in modern times. The nature of disruption in the supply chain caused by the pandemic is unprecedented and requires some breathtaking changes in the entire supply chain management to get things back on track.

Today, thousands of top healthcare institutions have already adopted or are in the process of adopting Microsoft Teams. Teams not just enables secure collaboration, faster and noise-free communication but also ensures regulatory compliance, data privacy & security as well as API integrations - bringing everything under one roof and acting as a single integrated hub.

The current circumstances of a fractured global supply chain, the need to have greater insight and visibility into the end-to-end supply chain, and the exciting promise of digital technology is forcing businesses to leverage the new tools for a smarter and efficient supply chain.

Current COVID-19 challenge has fast tracked the push from Print to Digital with Providers now being forced to bring in digital solutions much faster in their roadmap. Budgets are being relooked to focus on investments in digital technologies and solutions, and reduce on operational spends, factories consolidation etc.

Understanding the need for brands to manage and leverage huge loads of digital assets, Sitecore with its Content Hub 3.4 offers brands with Digital Asset Management (DAM) capabilities that comes packed with AI and video capabilities along with an improved workflow, ease of use and third-party integrations.

COVID-19 crisis has brought in the dawn of ‘new normal’ for businesses as there is a conspicuous shift from physical to digital. Although, digital transformation was in vogue and business leaders and top brands had all shifted to digital, but Covid-19 crisis has acted as the catalyst to accelerate this transformation (from physical to digital).

The importance of digital workplaces and their role in delivering consistent employee experience for higher business returns will continue to grow at a much faster rate as employees continue to work remotely in the COVID-19 era and increased likelihood of more mobile workforce in the post COVID-19 era

Higher educational institutions today are witnessing a gigantic digital shifts not just in terms of rapid evolution of technology and smarter devices but ever demanding tech-savvy students who are early adopters of every disruptive innovation in technology right from the rise of artificial intelligence, robotic process automation and IoT devices to machine learning

The present environment presents a stream of opportunity for insurance carriers to craft awe inspiring customer experience by leveraging modern tools and innovative ways to engage with the customers and follow suit with the new insurance start-ups and InsureTech providers in the way they have addressed the customer expectations and created value for the insurance industry

Sitecore Path Analyzer is a revolutionary and powerful tool that is helping brands to analyze the behavior of visitors and the path they take during their digital customer journey. Path Analyzer shows where customers first entered the website and what different path configuration they followed during their journey within your website.

Business leaders had increasingly embraced advanced analytics and artificial intelligence for good reasons and these two together are expected to result in an annual economic value of up to $15.4 trillion in times to come. Analytics, AI and Machine Learning are poised to be the key digital accelerators that will help brand sail in the turbulent times of the new normal

Today’s employees are what Peter Drucker forecasted in 1959 as the ‘knowledge workers’ and hence it’s high time enterprises create avenues, platforms and culture for these workers to perform to their utmost potential: not fearing of losing their jobs to artificial intelligence- the very intelligence they are originators of!

Sitecore has grown leaps and bounds from just being web experience enabler to one that is now enabling modern marketers with real time customer engagement, cross channel and cross device delivery and designing end-to-end contactless digital customer journey.

Sitecore has grown leaps and bounds from just being web experience enabler to one that is now enabling modern marketers with real time customer engagement, cross channel and cross device delivery and designing end-to-end contactless digital customer journey.

Espire & Anchorstone have a track record of success and are able to support your organisation through this process from end-to-end, dispelling any worries or fear of change within the back office, whilst providing a cost-effective approach.

Sitecore marketing automation comes packed with rich features that guide you towards personalising your offers, automating the digital customer journey, delivering contextual content & creating human connections with a single click. However, Sitecore has kept the doors of creativity open for developers and brands by allowing to extend its own functionality.

Insurtech leaders have long adopted cloud solutions as a primary mover of their business strategy - to improve their resource-intensive calculations, for scaling up their operations, for driving down costs incurred upon maintenance of legacy infrastructure and services, to be more flexible and to ensure a robust business continuity

Intelligent automation has arrived as a solution for businesses not just to overcome the present turbulence created by the global pandemic but also to keep them future-ready and crisis proof. The business world is seeing the transformation of Robotic Process Automation into a more responsive, more intelligent and more agile intelligent automation.

There is a need to move towards offshore managed services - to get access to highly skilled workforce without the need to hire & pay or train them. From employee safety to work-at-home data security, business continuity, and financial resilience, companies need to follow a clear plan for working collaboratively with their offshore service providers

An end-to-end contactless digital customer journey is a detailed framework of the path traversed by the user/customer with a brand encompassing different stages of interaction on digital channels from research, consideration, selection, conversion, service and finally - advocacy

The COVID-19 pandemic has however put all doubts to rest about the ROI of digital transformation. There has been a drastic increase in AI adoption across sectors - ranging from business operations, to production and employee engagement to collaboration, digital communication to conferences

Remote workforce management is rapidly becoming an area of concern for organisations. Further, artificial intelligence led innovation has created a wave of opportunities for brands, in the shape of intelligent automation, RPA, conversational AI and chat bots.

Cloud computing no more remains a disruption in the technology domain, but in this blog, we will discuss something called as Multi-Cloud Platform- that is presently transforming the cloud ecosystem and will be needed by every brand that wants to be digital-ready, for now and for future!

We bring here to you the use cases of Sitecore Marketing automation for both marketers looking for digital transformation for superlative CX delivery, as well as customers themselves!

The COVID-19 crisis pandemic has affected millions globally, and insurers, insurtech and insurer aggregators are fast realizing the importance of investments towards digital readiness & transformation to support burgeoning demand.

Brands need to be armed with well-managed centralized CCM platform to support hyper-personalized, real-time, multi-channel and interactive & contextual communications leading to improvised & seamless CX anywhere, anytime!

Microsoft Teams transcends the boundaries of text, voice or video capabilities by allowing for multiple API integrations (say tools like Power BI, Trello, Google Drive) and productivity tools (including Office 365 suite) within Teams interface itself

Sitecore, no doubt, is the present leader with its content management and digital experience services. Sitecore Marketing Automation provides you with new approaches and ways to create automated online campaigns

COVID-19 has reaffirmed the belief that cloud adoption & optimisation is not just about achieving optimum business functionality but also about ensuring the survival and sustainability of modern enterprises

Businesses across the globe are turning towards automation to do more with less- being agile, to increase ROI and to deliver with an accelerated pace, amidst an increased demand and rapidly changing global scenario.

This is an incredibly tough time for digital laggards & the time has come for businesses to adopt the digital platforms - to be digital-ready and digital-first & reshape their existing business models in this direction.

COVID-19 is going to be a litmus test for most enterprises, especially, the digital laggards. The present crisis demands enterprises that are digitally sound across all their product and communication life cycle traversing brand awareness, to product/service delivery and purchase as well as customer support.

At present, as the world struggles with challenges around COVID-19, enterprises and businesses across the globe require a well laid-out strategy to ensure business continuity, along with continued delivery of exceptional CX and support

The need for working remotely, along with safeguarding business continuity organisations revolves around the use of digital workplace platforms which makes it flawlessly easy for employees to collaborate effectively, without disruption on productivity

The demand on business is for a transformative restructuring in the manner they function, manage and align themselves. They are turning their heads towards agile business transformation in order to better respond quickly to the growing shift in the marketplace

Brands today are leveraging modern innovative tools supported by artificial intelligence, machine learning and NLP and this demands them to build data infrastructure in a much more advanced and calibrated manner

We, at Espire, are committed to combat the adverse effects of COVID-19 and continue to provide uninterrupted services to our business fraternity, while ensuring that the health & safety of our employees is not compromised

Sitecore AI with its machine learning framework helps marketers to automate the process of delivering personalized digital experience with predictive insights. Sitecore AI will amplify and complement the ability of Sitecore Experience Platform for delivering targeted, contextual and personalized digital experience

Salesforce Einstein acts as a genius and super-fast mathematician you hire for taking charge of your data and data driven insights. Einstein has been developed by Salesforce as the artificial intelligence for today's business world fully integrated with Salesforce Customer 360

Sitecore has been able to drive superior digital experiences for brands such as P&G, L'Oreal, Australian Catholic University, and numerous others. This has been validated further with the brand announced as a leader in Digital Experience Platforms (DXPs) by Gartner in 2020 - that's 3 years in a row now!

On-boarding new clients is a critical area for reasons of optimising 'customer experience' and ensuring high 'operational excellence'. Clients expect a slick, frictionless experience so that they can quickly engage with Wealth Manager to ensure their financial future is secure.

Artificial intelligence with its multi-faceted functionalities including machine learning, natural language processing, intelligent process automation, text analytics, audio, video and image analysis has huge potential to transform the way insurers deliver services and offer superior digital experiences to customers

End-to-end content lifecycle management, hybrid headless capability for superior digital experiences, and versatility to connect across the MarTech stack with new offerings such as AI & Horizon - are the top reasons why Sitecore has been named a leader for Digital Experience Platforms in Gartner Magic Quadrant 2020

Intelligent Automation leverages bots to perform routine tasks, enhance productivity, improve human resource performance, reduce errors and risks - leading to efficient customer journey and superior customer experience.

Sitecore MVP award signifies and recognizes the efforts and contributions towards Sitecore professionals and customers in terms of quality, quantity and level of impact to deliver with one’s excellence in Sitecore platform

Espire is elated to be a proud sponsor of the Messagepoint Content Centricity 2020, with expertise in AI/ML to craft awe-inspiring CX for brands and empower customers with relevant & personalized communications

Sitecore Experience London 2020 offers marketing and business leaders with opportunities to learn and share thought leadership in forming personalised human connections in a digital world - between customers and brands

Gartner in its recent report has listed the top ten technology trends in 2020 that will drive new innovations and disruptions in the industry to create long-lasting opportunities for brands in the upcoming years

Gartner in its recent report has listed the top ten technology trends in 2020 that will drive new innovations and disruptions in the industry to create long-lasting opportunities for brands in the upcoming years

Delivering to the expectations of the customers cannot happen without the support of engaged and motivated employees. It is here that the role of an effective and enhanced employee experience (EX) assumes importance

The main goal of personalization has always been to provide seamless, connected and consistent experience to customers. The personalization trends in 2020 will certainly be directed towards improving the customer experience

Personalization today heavily depends on gathering, studying and leveraging right information about customer demographics, purchase patterns, attitude and behaviours to craft targeted campaigns directed towards delivering experiences that meet the demands of the target audience.

It’s an exciting time for companies for leveraging data analytics and artificial intelligence to achieve in-depth insights for making well informed and large-scale decision making and process optimization

Kofax Intelligent Automation enables the rapid but robust linkage between multiple back-end systems, can automatically classify, index and rank inbound correspondence as well as avoid the need for human resources to transpose data from system generated excel spreadsheets or PDF reports directly into back-end systems.

Integration of Sitecore AI with its auto personalisation feature is a revolutionary offering of Sitecore for a seamless personalisation technique- to deliver right content at the right time, across all channels and touch points.

2019 was an exciting year for the Espire-Sitecore partnership. We hit the sweet spot not once but several times. Right from bagging a win for the Best Personalized Experience - to winning laurels at Sitecore Symposium and tying up for multiple webinars & events across industries - the Espire + Sitecore has been the cynosure of all eyes.

IPA has been delivering to the promise of enhanced productivity, improved human resource performance, reduction of errors & risks and accelerate the time to market, with efficient customer journey and customer experience

What is the need for CJM, what do you need to consider for CJM, what do we mean by 'analyzing touchpoints', the need to refine the CX - to act on the findings for initiating targeting & personalization, along with the indispensable need for customer journey maps

A customer journey map reflects the customer’s experience throughout the journey. It is, therefore, a story designed to give deeper insights. Such mapping might not be the true representative of the customer’s actual experiences, but very relevant to provide personalized user experiences.

Sitecore Content Hub's out of the box offers a 360° view of your content landscape as your brand will have the luxury of having all digital assets and other content under one roof.

The release of Sitecore Experience Platform (XP) 9.3 is the major announcement by Sitecore during Sitecore Symposium 2019. The symposium announced the release of several exciting and innovative products focused on seamless content delivery, fluid content management and flexible usability features.

Our alliance with global digital and customer experience technology leaders coupled with our extensive industry experience uniquely positions us - to deliver first-rate digital transformation and customer experience solutions.

As the world is going digital with the advent of innovative technologies like IoT, Big Data, NLP and Machine Learning, Intelligent Process Automation software robots offer added vantage points

Customers today expect brands to offer them relevant and contextual offerings and at the same time do not want their personal data to be shared or infiltrated. It’s a Catch-22 situation for companies and consumers both

DevOps is a combination of software development practices that conjoins the terms 'development' and 'operations' together to shorten the time taken to process a new software development, a new software feature, enhancements, updates or bug fixes in alignment with business objectives and added value to users.

DevOps is helping companies simplify their application development process, deliver faster and reach market swiftly- beating competition and fetching higher ROI with boosted business outcomes

While Sitecore is positioning itself as a versatile marketing tool, the truth is that the only way to truly reach a comprehensive view of customer interactions with your brand and use this information to deliver personalized content, is to integrate it with the CRM system

We are witnessing an era where customers with short attention spans demand intuitive and effortless customer experience. In this scenario, chatbots have arrived as the right solution for brands to satisfy the demands of customers for exclusive and personalized attention with round the clock availability

Hyper-connected customers of today are seeking more meaningful, personalized & relevant conversations with brands. If you as a brand fail to deliver such cross-channel brand experiences - you cannot hope to win their loyalty

Behind this science-fiction buzzword hides just a regular computer program configured to automate certain tasks, help customers by providing predefined answers to some frequently asked questions, dealing with some of the fundamental problems they face

Investing in a good UX is imperative to improve brand perception, retain users and ultimately increase revenue. Now that we know the essence of a good user experience, below are ways a bad UX can ruin your business.

In the era of hyper personalization and exclusive customer expectations, Sitecore has emerged as the leader in the customer experience space. Sitecore with its new upgrade to 9.2 has brought in promising and worthwhile changes.

In this fast-paced world, competitive differentiation is all about providing the best possible experience at every step of the customer journey. There is no doubt that time is running out for those who still doubt the impact of work on the use of chatbots to lead these trips. After all, it is the world of robotics.

There are several ways for building loyal and lasting customers in today’s digital age. You can interact with your customers now on multiple platforms including in-store and on-premise on a personal level or on mobile devices and computers through calls, chatbots, customer support centers, e-mails, marketing campaigns or through paper and printed medium.

Design principles are so fascinating that they are used as guiding points for business transformation. As a result, the term "business design" has emerged, which is the application of design thinking to companies. Although the design approach is very important, not all companies adopt it

AI & ML is here to stay and be a part of our daily lives. Espire has been seamlessly transforming the customer experience of our client through our robust customer engagement hub with full-proof DXM and WCM solutions.

Traditionally CCM has been a means/solution for transactional communication which shared customers’ bank statements, bills, policy documents in print/email format. While that remains one of the primary requirements, the opportunities it offers today to communicate effectively and service the customers better are immense

Businesses are fast adopting to cloud technologies with continuous advancements and benefits of cloud services as a smarter way of computing. Cloud technology has been a favorite for large scale businesses and is now been increasingly taken up by small businesses as well

The Email Experience Manager has been in Sitecore (EXM) for more than 5 years but has now become an out of box feature of Sitecore 9 XP and above. EXM allows brands to create contextual, targeted and personalized email campaigns, and deliver them straight to the customers.

When a client in trouble comes to a UX designer or agency, most designers jump directly to solutions. This often lands up in a complex mess of the whole problem. It is here UX Research that comes to rescue. From secret shoppers to website evaluators, there is research on user experience (UX) to solve problems.

Personalization is the name of game, in a hyper-connected world - predominated by awe-inspiring customer experiences. Sitecore is at the forefront of this digital transformation - as pretty well depicted at the recently concluded Sitecore Experience events in Sydney and Singapore

User experience design is important because it tries to meet the exact needs of your user- an exceptional personalized customer experience. It aims at providing positive experiences for your customers to maintain brand loyalty and user engagement

A chatbot helps your customers to communicate with you for new services, service queries or grievance redressal etc. The platform could be your website, mobile applications or skype and other messengers and communication platforms like Skype, Facebook Messenger, WhatsApp, and even Alexa

Meeting and exceeding customer experience is not an easy task. It is an ongoing process to offer superior customer experience and keeping customers brand loyal. You thus need to know your customers well to understand their needs and expectations

Customer experience measurement helps organizations to know what leads to customer satisfaction and dissatisfaction and thereby take necessary steps towards creating a customer experience strategy

While we do not have human-looking robots that interact with us on a daily basis as in those films, we interact with a similar technology without a face every day and this technology is referred to as Artificial Intelligence