Archive: June 30, 2021

Hatsun Agro Product Ltd Launches Paneer under “Arokya” Brand

Mumbai, 30th June 2021: Hatsun Agro Product Ltd (HAP), India’s leading private sector dairy company, has introduced ‘Arokya’ Paneer, a delectable new addition to its wide dairy product portfolio. ‘Arokya’ Paneer is made using fresh milk sourced directly from farmers and natural lemon. The product will suit consumers who prefer superior quality products that are made in a world-class hygienic environment.

Hatsun Agro Product Ltd has always taken pride in pioneering healthy dairy products. ‘Arokya’ Paneer will meet the growing preference among consumers for natural and fresh Paneer made by traditional process using lemon. Arokya Paneer will be a unique offering as it uses lemon juice to curdle milk the traditional way which ensures the texture of Paneer remains soft that makes it suitable for preparing various dishes.

According to RG Chandramogan, Chairman, Hatsun Agro Product Ltd, “Arokya” brand is synonymous with high quality milk and curd and is preferred brand among lakhs of consumers. Arokya Paneer is an important brand extension in our dairy product segment.

Arokya Paneer will be launched in Tamil Nadu, Karnataka, Andhra Pradesh, Telangana, Goa, Maharashtra and Pondicherry. The product is available in 200 gram pack and is priced at Rs. 100/-

With natural ingredients and hygienic packaging of Arokya Paneer, consumers can experience tasty, healthy, and nutritious Paneer recipes at the comfort of their home.

FMCG companies are strengthening rural distribution network to combat the low consumer sentiments

By Mr. Manish Aggarwal, Director, Bikano

Like most sectors and indeed the larger economy, the FMCG companies to have not remained insulated from the effects of the pandemic, an outbreak which only seems to have resurfaced with greater ferocity and vehemence in recent days in the form of the so-called second wave. And while some product categories within the sector have undoubtedly suffered a bigger jolt than others, the fact that the sector as a whole has been subject to the whims of the virus. Already struggling with inflation and over-the-top offers before the onslaught of the pandemic, sales volumes for brands have suffered during this second wave, there have been different reasons for it. As such, that each one of them including the bigger brands has had to recalibrate their supply chain network and go-to-market strategies can’t be overstated. And strengthening the rural distribution network and firming up their rural supply chain management has been one of those adaptations.

Consumer confidence levels at a low receding tide

Till November last year when a consumer survey was conducted, about 40% of people reported a reduction in household spending with about 39%, believing that their finances would not return to normal. Strikingly, this was in a month when the first phase of Covid seemed to be on the wane, lockdowns had eased and the economy seemed to be limping back to a semblance of normalcy. And although rural India had all along fared much better than the urban areas during the onset of the first wave in terms of relative growth numbers, there was a definite and palpable squeeze on spending in the hinterland too. Not unlike their urban counterparts, rural India and semi-urban markets too had drifted away from discretionary and indulgence products towards preventive healthcare and hygiene as well as personal and household care products. According to the Rural Covid Barometer report released in December last year, every third adult in rural India had been impacted by Covid-19 in terms of job loss implying that financially speaking, a substantial number of rural families and populace would have been at the receiving end of the pandemic.

Ramping up and recasting rural redistribution network

So, among many measures that FMCG companies undertook, revisiting their rural and semi-urban operations has been one pivotal initiative to boost their last-mile connectivity with end-consumers. As urban India began to report sluggish and uncertain demand in the wake of the pandemic, taking advantage of the relatively lesser and more lenient form of lockdowns and restrictions in rural India, companies went to great lengths to extend their footprints to the semi-urban and the rural areas with an eye on fully tapping into any potential demand from the remotest and the most inaccessible terrain. In addition to reworking and customization of product portfolios with smaller SKUs and value packs, thousands of new distributors, dealers, stockists, sub stockists, and sales staff have been brought on board by the FMCG companies exclusively targeting the rural market in the Covid period. Notably enough, many packaged food companies, or FMCG firms with significant food-based products as part of their product portfolio, have been reported to be prominently involved in ramping up their rural distribution network. Deployment of ready-stock van units has been another route to rural markets for FMCG companies aimed at direct distribution. Remember, a direct distribution strategy had been adopted even before Covid came when the FMCG sector was grappling with liquidity shortage in the wholesale channel. Furthermore, smaller and local players have fortified their already existing close connection with the neighborhood markets during Covid times.

Employment of digitization of supply chain strategies in rural areas

Although in a rather disruptive way, the Covid onslaught has been a great trigger for the accelerated uptake of digitization by FMCG companies. And this digitization has not remained limited to metro cities and urban enclaves. The pandemic has propelled the FMCG companies towards also exploring digital initiatives in rural areas, across both B2B and B2C channels. Adoption of apps bringing onboard the humble Kirana stores and small shops location-wise has been one way forward. With digital payment services and platforms erected by both the government and private players already gaining significant traction in rural India, the rural market has been brimming with opportunity. Of nearly 550 million mobile users in rural India, a sizable 260 million are on the internet enabling rural distribution for FMCG companies. In terms of foundational infrastructure, nearly 4.9 lakh km of optical fiber cable has been laid to cover 1.6 lakh Gram Panchayats with nearly 1.51 lakh Panchayats having become service-ready.

Rural market has been ripe for the taking

While FMCG companies have been proactive from their own side, that the rural market has been nurtured by the authorities in certain ways can’t be discounted. While reverse migration – albeit occurred in unfortunate circumstances – did take a toll on urban economy and consumption, rural consumption saw support and reinforcement helped by favourable monsoons, massive government spending, the MGNREGA programmes, and broader agricultural reforms.

Like they say, in every adversity lies an opportunity. If urban markets were faltering, it made eminent sense for FMCG companies to train their focus and energies on rural India. And rural India did not disappoint. A segment that contributes around 37 percent of the total FMCG sales, a large part of which comes from food items, reported an impressive growth of 14.2% year-on-year in the third quarter 2020-21 against top metros’ 0.8% y-o-y figure for the same period. Surely, bolstering of rural distribution networks has paid dividends.

Twins get ₹50 lakh pay package each in SRM University AP campus selections

Twins Saptarshi and Rajarshi Majumdar, students of SRM University – AP, Andhra Pradesh, received a pay pack of ₹ 50 lakh per annum each with PVP Inc, a strategic partner of Google Japan. They were selected during the campus placement. This is perhaps the highest pay package for students graduating from Andhra Pradesh so far. Also, for the first time in the state twin brothers got placement in the same company with an equal pay package.

Saptarshi and Rajarshi are from the first batch of engineering students of SRM University – AP campus. The average annual package of the first batch was ₹ 7 lakh per annum.The university on Saturday the 26th of June, 2021 felicitated the twins. SRM University – AP was one of the educational institutions of higher learning of set up in Amaravati, which was planned as an education hub for Telugu students. SRMAP Vice Chancellor, Prof VS Rao praised the students who excelled in the placement drive and gave them a cash prize of Rs. 2 lakh each.

Saptarshi and Rajarshi thanked their parents and the university faculty for their success. “We never imagined we could achieve such big placements. We schooled together and grew together with similar thoughts. We worked with a motive of getting a job in the same sector and we have achieved it,” Sapthagiri said. “Thanks to SRMAP for the incubation center and the placement cell for guiding and motivating us,” Rajarshi said.

We are working with a vision to offer quality engineers, entrepreneurs, and professionals to the country. In our maiden placement drive, our graduates have made the university a favourable destination for top industrial recruiters. SRM University-AP is proud of its first graduating batch with a 100% Placement record, with most students getting multiple offers from reputed companies. 71% of students got Marquee, Super Dream, and Dream offers of ₹20+, ₹ 10+ and ₹ 5+ lakhs, respectively; and 600+ companies visited the university for recruitment. Top recruiters include Amazon, PayPal, Barclay, American Express, Bank America, Walmart, AB InBev, TCS, Cognizant, Infosys, L&T, AIS, JSW and Adani. The students of the Department of Computer Science and Engineering have bagged an attractive average salary of ₹ 8 lakh per annum.,” Prof Rao said.

Honouring Pride Month, Urbanic’s Ode to the LGBTQIA+ Community

India, June 30, 2021: With June ending with the sounds full of joy by the LGBTQIA+ community louder than ever. Start-up Urbanic, an online shopping platform intended to redefine fast-fashion for women offering a variety of products from clothing, accessories to lifestyle rolled out campaigns honoring the pride month. Beginning with covering itself with all shades of the rainbow, defining its importance, and portraying how each color stands for a cause. The brand’s colorful grid was dedicated to the LGBTQIA+ community to share their inspiring stories which featured their Queer content creators and the LGBTQIA+ ally. The brand has been collaborating with such bloggers from the very beginning and aims to create more opportunities for them in the future.

The brand also came up with more initiatives like #UBPrideParty to support the community by giving them a platform to share their stories and inspire more people to own their identities. With an aim to create awareness about the queer community and highlight their journey and connect with their audience on a very deeper level there is a need to create more. Urbanic joined forces with their young creators who shared the same goal to CHANGE! Promoting positivity and equality on their platform. The Pride Party was started with an intention to provide a judgment-free and safe space where anyone can put on their colorful party outfit and just be THEMSELVES.

As much as we realize the importance of the month, we also realize the beautiful yet courageous moment of “Coming Out” says Rahul Dayama, Marketing Lead at Urbanic. To support the same Urbanic persuaded the people from the queer community to come forward with their stories on our platform and give others the courage to do so as well. Sharing a post, inviting people from the Queer community to share their bitter-sweet coming out moment with everyone. We wanted more people to share their stories out and loud and own them like a boss, these stories will also give others the courage to accept their real selves and know that they’re not alone in this fight. All these stories together will help bring the change sooner or later, says Rahul.

While many openly shared their coming-out stories, there were few who were still in the closet and just needed someone to listen to them. Team Urbanic was constantly in touch with them and made sure to keep them at ease.

With an idea to create a space full of inclusion and love, Urbanic’s objective is to use its platform for the right causes and hope to bring the change through it with our creators and our Urbanic Squad.

After short film Chaipatti, Kahanikaar Sudhanshu Rai unveils his first animated story ‘The Manhunter’

After carving a niche with a slew of detective, mystery and horror short stories and film, popular storyteller and filmmaker Sudhanshu Rai has achieved yet another feat with the launch of his first animated story – The Manhunter – under the banner of Kahanikaar Sudhanshu Rai. The short Hindi animated story is based in Vinam, a place synonymous with extreme and rapidly changing weather conditions, including incessant rainfalls and extreme snowfalls that compel people to move to a containment zone to escape the wrath of the preying Manhunter.

During a certain period every year, the conditions used to worsen so much so that a part of the town got transformed into a magnetic field, following which the Manhunter unleashed his terror. It was believed that whoever moved out of the containment zone was bound to get infected by the menacing Manhunter and eventually kill self. Unaware of these happenings, three researchers – Avnik, Priyam and Roohani – arrived in Vinam in a bid to explore the truth behind the extreme weather conditions.

While at first they were spooked with snow clad abandoned houses, the signboards on the road led them to the containment zone where all residents of the town were staying. Even as people advised them against making any move, the trio decided to dwell deeper and unravel the mystery behind the magnetic field and the Manhunter, only to experience the worst nightmare of their life.


The short animated story by Kahanikaar Sudhanshu Rai comes just days after the roaring success of his directorial debut Chaipatti, a horror comedy short film that was an instant hit on YouTube and OTT platforms like Disney+ Hotstar and MX Player. The short film garnered an overwhelming response owing of its gripping storyline and unique treatment of horror comedy genre.

Park+ to offer next-gen parking solutions for Smartworks

Noida, 30th June 2021: Park+, India’s leading provider of automated Smart Parking solutions, announced that it has been selected by India’s largest managed office space provider to Enterprises- Smartworks, to provide a next-gen parking experience in its office campuses.

As a part of this engagement, Park+ will enable campus administration for the flex space provider by automating parking allocation and managing seamless entry and exit of vehicles in and out of the premises. The unique RFID tag affixed on every car will ensure the movement of authorised vehicles only. The solution will help save time where real-time parking slots availability will be visible to members through Smartworks mobile app.

Speaking on the solution, Amit Lakhotia, Founder of Park+, said, “Both Smartworks and Park+ are working towards elevating the experience of corporates and office-goers across metro cities. The users will now be able to check the real-time availability of parking lots on a mobile app, which will help them save time, reduce stress and save on fuel. Also, as more and more people are looking at personal vehicles for a daily commute, corporates are partnering with Park+ to enable their employees to access our 70,000+ parking slots network and ensuring that they are no more constrained by the number of parking available in a specific building. By getting nearby parking on our platform, we have more than doubled the parking spaces available to users at various Smartworks campuses.”

Neetish Sarda, Founder of Smartworks, said, “We are building offices of the future, and technology will be the key driver. Our digitally-enabled office campuses are in line with our vision of offering contactless and efficient workspaces to clients. Our association with Park+ will help automate the first touchpoint of our member’s daily office schedule – “parking”. In addition, it will remove the need for manual authentication of vehicles, improve access controls and further elevate the security profile of the campuses.”

About Park+

Park+ is a mobile app-based platform that offers automated smart parking solution for daily commuters, corporates and commercial establishments. Park+ currently provides more than 600,000 customers a seamless and real-time experience for parking discovery, booking, payment and tracking, all of which can be easily accessed through the app. Park+ was founded by Amit Lakhotia, who had earlier played a key role in scaling MakeMyTrip, Paytm and Tokopedia. Park+ is backed by marquee investors including Sequoia Capital and Matrix Partners.

About Smartworks

Smartworks is India’s largest provider of agile workspaces, with a footprint of over 4 million sq. ft. across 31 locations in 9 cities (Delhi-NCR, Kolkata, Bengaluru, Mumbai, Hyderabad, Chennai and Pune), catering to more than 400 organisations across large enterprises, SMEs and established startups. Founded in April 2016, Smartworks is redefining the Indian office experience by focusing on design, hospitality, technology and customer delight. Smartworks is also the only Indian agile workspace provider to have become profitable in India.

Central to this ambition is the company’s motto, ‘Workspaces that work for you, with the vision of creating the perfect environment by just not building communities and ensuring their member employees are productive in the workplace. For more information, log in to www.smartworksoffice.com

Great Lakes Institute of Management hosted Mr. Lakshmi Narayanan as part of its Term Zero – CXO Interaction series

30th June 2021, Mumbai: Mr. Lakshmi Narayanan, Former CEO, Emeritus Vice Chairman, Cognizant and Chairman, ICT Academy, shared his thoughts on Deep Technology Management in high-growth sectors with Great Lakes Institute of Management students. The session was a part of the Great Lakes’ Term Zero – CXO Interaction series.

Mr. Narayanan commenced the session by clarifying the notion that deep technology is not just an interest of science and technology scholars but that it holds extreme relevance to management students as well. The Emeritus Vice Chairman, Cognizant believes that business professionals are expected to deliver benefits to humanity while the scholars pursue knowledge. The member of the Business Advisory Council, Mr. Narayanan, set the context of the lecture by briefly explaining through an example the importance of understanding science and technology by policymakers to solve strategy and management-related challenges.

GLIM - Lakshmi Narayanan - Image 2

Space and Aviation, Renewable Energy, Nuclear Power, and Fusion Power were categorised as the high-growth sectors and elaborated on by Mr. Lakshmi Narayanan. While explaining about the managerial and business potential lying in these high-growth sectors, Mr. Narayanan, also shared with the students that the highest degree of innovation in these sectors, highest R&D spends, and highest investments globally convinced him and make other economists of these being the high-growth sectors globally.

Through the lecture, Mr. Narayanan spoke about renewable energy streams and the challenges posed by the discoveries of science and technology in the field. As he elaborated on the four sectors that are growing faster than any other industry, globally; he shared critical insights for management and business professionals to tap into those high-growth sectors and create a new world order that is free of high carbon emission and allows aversion of the climate crisis that the world is headed towards.

Speaking during the event, Dr. Suresh Ramanathan, Dean, Great Lakes Institute of Management, said “We are honoured to have hosted Mr. Lakshmi Narayanan as a speaker for our Term Zero – CXO Interaction series. It was fascinating and enlightening to gain a strategic and managerial perspective on the role of energy and the new technological developments that are happening in space. It was enriching to understand how deep technology is going to affect our lives in such profound ways. We are glad to have presented this opportunity to our students who are at the crossroads of their career and through this session, helping them to think about not just ‘what is’ but also ‘what will be’. We are truly grateful to Mr. Narayanan for sharing such critical insights on the topic and renewing our perspective on the management of technology and science”

Chargeup raises an undisclosed amount in its ongoing pre-Series A fund raise led by Mapmyindia

New Delhi, June 30, 2021: Chargeup, a company building Bharat’s largest battery swapping network for e-rickshaws, has raised an undisclosed amount in its ongoing Pre-Series A funding. The funding round was led by MapmyIndia with participation from a group of HNIs. The funding will be used as investment in marketing for customer acquisition and building the tech stack. Chargeup has adopted an advanced technology driven approach to offer Battery as a Service (BaaS) solutions to e-rickshaw drivers. Battery swapping eliminates range anxiety and eliminates the need for buying or managing batteries as the swapping service provider takes care of these needs.

The company’s standardized battery technology and execution capabilities are geared towards delivering its brand promise of a 2-minute battery swap within a radius of 2 km to ensure twice the revenue for drivers and dealer partners. From 2 stations at the outset, the company has grown to 18 stations catering to 500+ drivers daily. The company is clocking 9,000 swaps per month and has covered 3.5 million km on its platform since inception.

Speaking about this, Varun Goenka, CEO and Co-founder, Chargeup, “We are excited to take the next step towards growth with this funding. With MapmyIndia’s commitment, our synergy to build the right tech stack for the drivers will strengthen and give us a lead. We hope to leverage their best-in-class stack of maps and location technologies as well. The funding support from HNIs is also a major boost to our offerings. With a strong grip on the execution of this business, Chargeup works on a Capex light and Opex light model thus making it fast scalable.”

The nationwide COVID-19 lockdown negatively impacted the demand of swappable batteries from the drivers due to reduced mobility of e-rickshaws. Chargeup sought to turn this situation over by creating a demand for drivers in the transportation sector.

According to estimates by Mordor Intelligence, the Indian Electric Vehicle Market was valued at USD 5 billion in 2020 and is expected to reach USD 47 billion by 2026 registering a CAGR of above 44% during the forecast period (2021 – 2026). The Indian government plans to convert about 30% of all passenger vehicles to EVs by 2030 under FAME-II (Faster Adoption and Manufacturing of Electric Vehicles-II) initiative. Removing battery cost from the equation can make EVs cheaper by up to 40% and make them affordable for fleet owners.

Being an early mover in the Indian EV battery charging sector, Chargeup is set to lead the segment in 2021-22 and will be driving standardization of operations through integration of cutting-edge AI and analytics tools. The company is rapidly expanding its BSS network and aiming to benefit the lives of millions of e-rickshaw drivers in India, while also expanding coverage to 2 wheelers and other LCVs.

A Natural Food Supplement May Relieve Anxiety

June 30th, 2021: A natural food supplement reduces anxiety in mice, according to a new study from the Weizmann Institute of Science. The plant-derived substance, beta-sitosterol, was found to produce this effect both on its own and in synergic combination with an antidepressant known under the brand name Prozac. If these findings, published today in Cell Reports Medicine, are confirmed in clinical trials, they could point the way toward the use of beta-sitosterol as a treatment for relieving anxiety in humans.

Anxiety is not always a bad thing. In fact, in evolutionary terms, feeling anxious about potential threats is critical for survival because it helps us mount an appropriate response. That’s precisely why developing antianxiety drugs is so challenging. The circuits for anxiety in the brain are closely related to those responsible for memory, awareness and other functions vital for handling danger, so scientists are on the lookout for compounds that can selectively suppress anxiety without causing unwanted side effects.

The starting point for the present study was research conducted several years ago in the lab of Prof. Mike Fainzilber in Weizmann’s Biomolecular Sciences Department. Dr. Nicolas Panayotis and other lab members studied the roles of proteins that shuttle cargoes into the nuclei of nerve cells, and they discovered that in stressful situations, mice lacking a shuttling protein known as importin alpha-five showed less anxiety than the control mice. The researchers then checked how these “calmer” mice differed from regular ones in terms of gene expression, and they identified a genetic signature of their “calmness”: about 120 genes with a characteristic pattern of expression in the hippocampus, one of the brain regions that regulate anxiety.

In the new study, Dr Panayotis, now a senior intern in Prof. Fainzilber’s lab, together with colleagues, searched an international genomic database for existing drugs or other compounds that might mimic the same gene expression signature. He identified five candidates and tested their effects on behavior in mice. That was how the researchers zeroed in on beta-sitosterol, a plant substance sold as a dietary supplement intended mainly to reduce cholesterol levels.

In a series of behavioral experiments, mice given beta-sitosterol showed much less anxiety than the controls. They were, for example, less fearful than the controls when placed in an illuminated enclosure, daring to walk into its brightly lit center, whereas regular mice were careful to stay on the darker periphery, avoiding the stress of the bright light. Moreover, the mice receiving beta-sitosterol did not exhibit any of the side effects that might be expected from antianxiety medications – their locomotion was not impaired, and they did not refrain from exploring novel stimuli.

Next, the researchers tested the effects of beta-sitosterol on mice when given in combination with fluoxetine, a drug belonging to the class of selective serotonin reuptake inhibitors, or SSRIs, and sold under the brand name Prozac, among others. The combination had a synergistic effect: Both beta-sitosterol and fluoxetine reduced the anxiety of mice at lower doses when given together, compared with the doses needed to produce the same effect when they were administered separately.

“One of the major problems with existing antianxiety medications is that they produce side effects, so if beta-sitosterol could help cut down the dosage of such medications, it might potentially also reduce the unwanted side effects,” Panayotis says.

A great advantage of beta-sitosterol is that it is naturally present in a variety of edible plants, and it is thought to be safe, as it has been marketed for years as a nutraceutical. It is found in particularly large concentrations in avocados, but also in pistachios, almonds and other nuts, in canola oil, in various grains and cereals and more.

However, this does not mean that eating avocado can induce a calming effect, since it doesn’t contain enough beta-sitosterol. “You’d need to eat avocado day and night to get the right dose – and you would be more likely to develop digestive problems than relieve your anxiety,” Panayotis says.

The precise mechanism of beta-sitosterol’s effect on anxiety remains to be revealed, but the scientists did find that the expression of several genes known to be activated in stressful situations was reduced in mice given the supplement. They also found that these mice had changes in the levels of certain metabolites and neurotransmitters in brain areas involved in anxiety.

Since the study focused on brain regions and neural pathways that are involved in regulating anxiety in both mice and humans, it is likely that the findings will apply to humans as well. This will, however, require further clinical testing.

As Fainzilber points out: “There’s a need for a clinical trial to test the use of beta-sitosterol for reducing anxiety in humans. Until then, we recommend that people consult their physicians before taking the supplement for this purpose.”

Study participants included Philip Freund and Dr. Letizia Marvaldi of the Biomolecular Sciences Department; Dr.Tali Shalit of the Nancy and Stephen Grand Israel National Center for Personalized Medicine; Dr. Alexander Brandis and Tevie Mehlman of the Life Sciences Core Facilities Department; and Dr. Michael Tsoory of the Veterinary Resources Department.

Prof. Michael Fainzilberis the incumbent of the Chaya Professorial Chair in Molecular Neuroscience

Prof. Fainzilber’s research is supported by the Moross Integrated Cancer Center; the David Barton Center for Research on the Chemistry of Life; the Laraine and Alan A. Fischer Laboratory for Biological Mass Spectrometry; the Dr. Miriam and Sheldon G. Adelson Medical Research Foundation; Miel de Botton; and the Estate of Lola Asseof for Alzheimer’s Disease Research.

Qualtrics and Genesys Form New Partnership to Help Companies Deliver World-Class Customer Service Experiences

BENGALURU, June 30, 2021 – Qualtrics (Nasdaq: XM), the world’s No. 1 Experience Management (XM) provider and creator of the XM category, and Genesys, a global leader in cloud customer experience and contact centre solutions, today announced a new partnership to help companies deliver world-class customer service experiences at scale. The new alliance will bring together Genesys’ engagement data, such as a customer’s previous service interactions, and Qualtrics’ experience data, or how customers felt about the service they received, to help companies to understand every factor impacting customer satisfaction in a single view.

Resolving a customer service case is only one aspect of a successful customer interaction. How the customer feels about the service they received is equally important, and how companies use that experience data to continuously design and improve the service delivered will become a competitive differentiator. This includes how customers perceive their interactions through self-service resources, AI-powered chatbots, or customer service agents. By acting on and learning from these insights based on customer service experiences, organisations can increase customer loyalty, decrease churn, and deliver true personalised experiences at scale.

“Digital transformation has changed the way consumers expect to engage businesses and they’re using the channels that offer the fastest path to what they want or need, and they expect total service,” said Tony Bates, CEO of Genesys. “Successful companies are delivering personalised experiences with empathy at their core. With Qualtrics and Genesys, businesses can now orchestrate an empathetic customer service experience starting in marketing and spanning to sales and service interactions.”

“As companies undergo a massive experience transformation, they need to understand the hearts and minds of their customers more than ever to deliver experiences that drive loyalty,” said Zig Serafin, CEO of Qualtrics. “The combination of real-time customer sentiment from Qualtrics with individual service history from Genesys helps companies take action to deliver incredible customer experiences at scale.”

Customer Experience Beyond the Closed Case
This past year, consumers went all-in on digital as the preferred way to connect, and customers grew accustomed to the ubiquitous access and the fluidity of experiences. Companies now see a new opportunity to differentiate and build brand loyalty by supporting fluid conversations across voice and digital channels, without losing context. Together, Qualtrics and Genesys will provide a holistic view of a customer’s service experience history, including their sentiment over time, their past service interactions, and communications preferences. Based on these insights, companies can determine the best way to provide incredible customer service, and how to keep consumers engaged in this always-on digital economy.

Close Service Gaps with Automated Workflows
With Qualtrics and Genesys, companies can easily set up and orchestrate workflows and alerts to automatically trigger a follow-up based on customer feedback. The ability to reach out to customers to resolve or mitigate an issue before it escalates or even happens can be the difference between a lifelong brand advocate or a social media fire drill. For example, if a customer indicates they had a negative interaction about an online checkout issue, that feedback is automatically shared with the agent, captured on Genesys, and routed to the appropriate team to fix the issue.

Improve Service Delivery with Customer Feedback
Customer service agents play a critical role in improving the service experience, and the partnership will give agents the data they need to improve over time. Agents can easily view trending topics that positively or negatively impact customer satisfaction, based directly on customer feedback. This experience data, combined with engagement data from Genesys such as case resolution rate, helps agents and their managers focus on areas where additional coaching may be beneficial in order to provide better service experiences in the future.

Availability
A Qualtrics and Genesys integration is available to customers today on the Qualtrics Marketplace and Genesys AppFoundry. New integrations will be available later this year.