67 Driving operational experience We follow a methodical approach to identify and eliminate operational waste and inefficiencies so we can help customers improve quality, reduce costs and amplify throughput. With automation, machine learning and IoT – and core applications like enterprise resource planning and customer relationship management to provide a realtime view of operations – businesses can leverage data-driven insights to identify and predict issues. This enables them to optimise operations and processes for minimising downtime, reducing upkeep and improving quality, which ultimately helps increase profitability. With the robustness of Microsoft’s 365 Finance, Supply Chain Management, Supply Chain Center, Project Operations, Field Service, Human Resource and Power Platform solutions, we can help businesses remain competitive in a disruptive, fast paced and dynamic market. The convergence of CX, EX, and OX is central to enterprise transformation and will help businesses to make the leap and stay ahead of the curve as they are interconnected with ecosystem players and impact each other in multiple ways. It necessitates a renewed, holistic approach to business that puts human experience at the centre of everything. It involves designing processes, systems and policies that prioritise both the customer and the employee while driving operational excellence. By creating an environment where employees are empowered to deliver exceptional customer experiences, organisations can differentiate themselves from their competitors and achieve sustainable growth. Enterprises that can leverage these pillars effectively will see better business outcomes, more focused innovations, more resilient operations, improved customer satisfaction and increased revenue, all fuelled by empowered employees that can do more with less. The convergence of CX, EX, and OX is helping companies to create a sustainable competitive advantage by providing exceptional customer experiences, enriching talent and continuously improving their operations in a dynamic hybrid world. Sachin Bery is a unit client solutions and go-tomarket head at Microsoft Practice, at Infosys Photo: iStock/VioletaStoimenova Photo: iStock/kupicoo Photo: iStock/Vasyl Dolmatov
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