www.mirrorreview.

com
February 2019

Most Rewarding Tech Corner

THE

This Flexible Device Will

CEM
S o l u t i o n P r o v i d e r s To G o F o r I n 2 0 1 9
Convert Wi-Fi Signals Into
Electricity Using 2D Materials

Spotlight
The Impact Of CEM
On The Rapid Growth
Of Telecom Industry

Ryan Smith
Co-founder & CEO

Supporting Businesses To Master The Art Of

Customer Experience Management
 EDITOR’S LETTER

Dawn of Social Customer Era!

We are currently living in a highly competitive marketplace where emerging and established enterprises
are locking horns with each other to make an impact, target a mammoth crowd, engage customers, and
gain loyalty to stay industry relevant. Therefore, one needs to dig deep to understand customers, their
behaviours & requirements, and apply effective means to keep them engaged. This is where the
customer experience management (CEM) industry comes into play.

Our latest magazine issue on ‘The 10 Most Rewarding CEM Solution Providers To Go For In 2019’
features such modern-day CEM solution providing companies who are helping organizations to build
impressive sales and marketing strategies, enhanced customer service, and offering pointers for
maintaining healthier relationships with their customers.

Featured on the cover is Qualtrics, a prominent experience management solutions providing company
serving renowned firms from various industries. Successfully led and driven by Ryan Smith (Co-
founder & CEO), the tech giant is elevating customer experiences and turbocharging businesses with its
state-of-the-art platform.

We have also chronicled the success journeys of leading CEM solution providers such as livepro (Brad
Shaw), Sciensio (Chuck Elias), Keatext (Narjès Boufaden), Intense Technologies (K. Shastri), and
RedQuanta (Pankaj Guglani) who have brought new waves of transformation and creative innovations
in this industry.

From the Experts Column, Elyse Flynn Meyer (Founder & President, Prism Global Marketing
Solutions) explains how to connect with one’s audience & authentically communicate their brand and
Ricky Solorzano (CEO, Allevi) states his company’s vision and mission of building tools to design and
engineer with life.

Our readers and magazine subscribes can also leaf through some intriguing articles on ways in which
CEM is driving the rapid growth of telecom industry in the Spotlight section and how an advanced,
flexible device can convert Wi-Fi signals into electricity using 2D materials in Tech Corner.

For more updates on business and technology sectors, visit our official website and stay tuned for
upcoming magazine issues.

Enjoy Reading!

Anuja Mulmule
Managing Editor
 CREDIT PAGE
Publisher : Archana Ghule
Editor-in-Chief : Vikram Suryawanshi
Managing Editor : Anuja Mulmule
Assistant Editor : Mayur Shewale
Contributory Writers : Bansidhar Tigga
Gopal Khandelwal
Deepali Sarwade
Akshay Wande
Business Development
Rohan Yadav
Project Managers : Pandurang Kulkarni
Joseph Thomas
Art Director : Vinod Alhat
Visualizer : Mark Davis
Graphic Designers : Poonam Magdum
Sumit Bonage
Head of Distribution
& Production : Aakash Mahajan
Head of Operations : Robert Smith
Research Analysts : James Adams
Maria Smith
David Thomas
Advertising : Jacob Eddy

Mirror Review Media & Tech

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C O V E R S T O R Y

Experts’ Views

20
Elyse Flynn Meyer
Founder & President

How To Connect With Your

Audience & Authentically
Communicate Your Brand

26
Ricky Solorzano | CEO
Allevi
Empowering Other’s to

10 Build With Life

Supporting Businesses To Master The Art

Of Customer Experience Management
 18 30

Intense Technologies: livepro:

Assisting Organizations To Enhance The Single Source Of Truth
Customer Experience Through Taking Customerexperience
Uniserve ™ Nxt Management To The Next Level

24

Keatext:
Processing Unstructured
Feedback Data With Keatext
AI-powered Text Analytics
Platform

32
38

RedQuanta: Sciensio:
Transforming Customer Rening Customer Service
Experience Through Its With AI-based Chatbot
Outside–In Winning Approach Products And Services

Articles
34 40
Spotlight Tech Corner
The Impact Of CEM On This Flexible Device Will
The Rapid Growth Of Convert Wi-Fi Signals Into
Telecom Industry Electricity Using 2D Materials
C o v e r S t o ry
 CEM
Most Rewarding

THE
S o l u t i o n P r o v i d e r s To G o F o r I n 2 0 1 9

Supporting Businesses To Master The Art

Of Customer Experience Management

Ryan Smith
Co-founder & CEO
COVER STORY
W ith the advancements in technology,
modern customers are well-informed
about the available options in the market.
In the hour when customer expectations are touching
the skies, the business world has become a
battleground where brands wrestle to win the
customers. Be it a new entrant or an established
business giant, every organization is being driven by
customers. As a result, to survive, grow, and succeed
in their fields, it has become crucial for businesses to
have a customer-centric approach. Moreover, today,
knowing the unsaid rules of customer-driven business
economy, every organization is taking part in
Customer Experience Management (CX), which is the
new brand imperative.
Incepted in 2002, with a mission to close the
experience gaps, Qualtrics is supporting business
entities for CX in a more effective, efficient, and
convenient way. Remarkably, Qualtrics
Experience Management (XM) is the only
software platform that helps brands
continually assess the quality of their
four core
experiences—customers,
employees, products, and
brands. With Qualtrics
XM, organizations can
Qualtrics’ be at every
meaningful
touch point,
solutions for every
help turn
customers into
fanatics, products into
obsessions, employees
into ambassadors, and
brands into religions.
experience, and predict the changes to resonate most
with stakeholders.
Satisfying Global & Renowned Firms
Qualtrics, a part of SAP is co-headquartered in Provo,
Utah and Seattle, Washington. The experience
management solution provider today serves more than
10,000 enterprise clients in over 9 countries including
USA, UK, Australia, Japan, Singapore, and New
Zealand. In addition to CX, the tech giant has proven
to play an effective role in several fields such as
Education, Human Resources, Market Research,
Product Management, Customer Service, Employee
Experience, Brand Experience, and Product
Experience.
Having set a global footprint, Qualtrics deals with
clients from various industries such as Retail,
Healthcare, Financial Services, Travel & Hospitality,
B2B, Government, Media, Airlines, and Automotive.
Moreover, its huge client base consists of the world’s
most iconic companies like Coca-Cola, Disney, IBM,
Sony, Nestle, P&G, H&M, Yamaha, Ford, Microsoft,
Chanel, Salesforce, Forbes, Oracle and many more.
Harnessing a Platform that Turbocharges
Businesses
Qualtrics Experience Management platform is the
prime solution offered by Qualtrics, which helps users
manage customer, employee, product, and brand
experience. From the customer experience standpoint,
it supports and engages customers on their terms,
predict what client’s customers will do next, and
activate the entire organization. With this feature,
businesses can measure and improve every
meaningful interaction and turn customers into
fanatics who stay longer, spend more, and spread
a word.
In employee experience management,
Qualtrics allows designing employee
experiences that deliver world-class
technology and expert consulting
to help every employee
succeed and contribute to
 CEM
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your success. Besides, it also

helps to develop a phenomenal Qualtrics Research
culture by improving each phase of
the employee’s lifecycle from pre-hire Core helps businesses
to exit. By means of it, users can attract,
train, and retain a best-in-class workforce of
ambassadors.
create loyalty-driving
From the product experience point of view, this
experiences,
solution is the most suitable one that puts customers at
the heart of clients’ products. With its application, close experience
clients can identify features that users want, shorten
product development cycles, and drive usage & gaps, and deliver
loyalty with more convenience. Moreover, users can each
perfectly predict and price packages that people will other,
challenge each
breakthrough
obsess over.

By putting hands on brand experience management,

business entities can understand their market,
customers, and competitors better than ever before.
Qualtrics BrandXM puts clients in control with
powerful, easy-to-use tools to help grow their brand.
This offering enables clients to build an iconic brand
by identifying brand drivers, testing ads, and
executing positioning that turns brands into religions.
Elevating Experiences based on Research
Qualtrics Research Core, a sophisticated research
platform helps to create loyalty-driving experiences,
close experience gaps, and deliver breakthrough
results for a business. From customer insights to
market segmentation to concept testing, Research
Core is the only research platform that caters
businesses’ every research need such as customer
insights, product R&D, marketing & brand research
and strategy & planning.
High-Quality Inputs Leading High-Quality
Outputs
In the service industry, an organization’s major inputs
are its employees and their actions, which speak and
result in the outcomes. Qualtrics with the focus on
quality, neither hires mediocrity nor delivers it. For
this fact, only 2% of the applicants are hired, later
giving their 100%. The members of Qualtrics push
other, but also
care about each
results.
other. Notably, each of
them acts like an owner,
and that is what makes
Qualtrics a first-class outcome
generator.
Exceptional Values Making Qualtrics
Impeccable
As values are fundamental for a culture, believing
in them helps an organization form shape; the greater
the values, the greater the culture. The team of
Qualtrics follows its values, which foster the
workplace environment resulting in excellent
outcomes. Its values are as below.
§ Transparent: Their default is to share, leading to
open debate, trust, and decisions based on data, not
politics.
§ All In: The members bet on Qualtrics and Qualtrics
bets on them. With this approach, the team delivers
whatever it takes.
§ Customer Obsessed: If a customer is upset, they
considerate it as a failure. To deal with it positively,
they learn, work, and fix it.
§ One Team: Knowing the merits of collaboration,
they say that there is only one team at Qualtrics.
Moreover, they win and lose together and never say,
“That’s not my job.”
COVER STORY

§ Scrappy: The smart team of a resourceful organization always finds a way to conquer the challenges.
They believe in writing their own story instead of following others.

A Magnificent Personality Taking Qualtrics a Step Ahead

Ryan Smith is the Co-founder and CEO of Qualtrics, who is making a difference in the field of CX,
with his venture. In 2018, he was awarded as “MountainWest Capital Network Entrepreneur of the Year.”
Moreover, the winner of “America’s Most Promising CEOs Under 35” in 2013, is a kind-hearted person
who believes in being the change rather than expecting it to happen from the universe.

“5 For The Fight” Movement

In 2002, when Ryan’s father Scott Smith was diagnosed with cancer, he spent lots of time together with
him. Meanwhile, the two of them began working on a tech project, which later grew into Qualtrics. During
this period, Ryan and Scott decided that if their basement startup ever turned into anything, they would
focus their philanthropic efforts on funding cancer research in an effort to eradicate this horrible disease.
Today, when Qualtrics has become a multi-billion dollar tech company, they launched “5 For The Fight”.
By means of this movement, they are inviting people to join them by donating $5 for this cause as
Qualtrics and the Utah Jazz are creating a cure together by the research.

Seeking Betterment of Human Experience

As Qualtrics’ technology scales from people and companies to communities and governments, in the
future, it looks ahead to close gaps in ways the world has never dreamed possible. It believes that their
technology will not only empower the world’s greatest companies but also understand human emotions,
beliefs, sentiments, and values. Furthermore, the company continuously seeks ways to close some of the
“
world’s biggest gaps such as political misunderstandings, human rights issues, health care disparities,
gender equality, education, and income.

Our solutions help you automate

actions that drive improvement
across customer, employee,
product, and brand
experiences.
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 CEM
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Company Name Company Info

Albatross CX Albatross CX is a global customer experience agency for premium and luxury
Christophe Caïs brands, specializing in capturing and analysing experience feedback.
CEO www.albatrosscx.com

ConfirmitKen Confirmit makes sophisticated research simple and empowers users to capture
W. Østreng feedback from customer, product, brand & employee experience.
President & CEO www.confirmit.com

EaziPoints provides unique customer loyalty program and customer

EaziPoints engagement platform to increase sales and better customer experience using
Nithya Ananth latest technologies.
Founder & CEO www.eazipoints.com

Intense Technologies develops software products used for digitalization of

Intense Technologies
customer experience lifecycle.
K. Shastri, Founder www.in10stech.com

Keatext Keatext synthesizes in seconds large volumes of unstructured customer

Narjès Boufaden feedback data from multiple channels to produce actionable insights.
Founder & CEO www.keatext.ai

livepro livepro is a multichannel CX knowledge management system passionate about

Brad Shaw, CEO improving customer service through effective knowledge management.
www.livepro.com

Podium helps businesses to build brand trust through more customer reviews,
Podium facilitating customer interaction, and managing customer feedback.
Eric Rea, CEO
www.podium.com

Qualtrics Qualtrics is an experience management solution provider that supports business

Ryan Smith entities for CX in a more effective, efficient, and convenient
Co-founder & CEO way.www.qualtrics.com

RedQuanta RedQuanta is a global customer experience management company empowering

Pankaj Guglani brands to improve their customer experience and revenue.
Founder & CEO www.redquanta.com

Sciensio is a leading company in the CEM sector, which has developed AI

Sciensio
Chuck Elias Chatbots that deliver deep and engaging customer conversations on multiple
Co-founder & CEO channels.
www.sciensio.com
 Assisting Organizations To
Enhance Customer Experience
Through Uniserve ™ Nxt

with reduced operational expenses which tends to elevate

the entire user experience. Its enterprise software products
are used all over the globe, having customers in more than
45 countries across 4 continents. With more than 10 years of
C. K. Shastri | Founder experience, the leading CEM solutions providing company
has an enormous enterprise knowledge in telecom domain.
Intense Technologies was established with the mission to

T he waves of digitalisation have endowed customers

and have brought new ways of interaction between
customers and enterprises, taking customer
experience to the whole new level. Advancements in
technologies like cloud and big data analytics are being used
develop automated solutions for customer experience
lifecycle and now, it has introduced a digital technology
platform UniServe ™ NXT.

UniServe ™ NXT empowers the reengineering of business

to design, manage, and improve customer experience.
information processes and develops enterprise applications
Besides, many developments are made to help companies
that facilitate seamless collaboration with employees,
track, manage, and enrich the customer’s journey. Owing to
customers, processes, partners and connected things.
this, Customer Experience Management (CEM) is at the
UniServe ™ NXT is a Rapid Enterprise Application
centre stage for every organization. Ultimately, the quality
Production platform built with strong modules such as Data
of experience offered by the enterprise to the customer is
Virtualizations, Microservices, RPA, and sandbox,
going to influence the destiny of the enterprise. Today, new
configurable APIs, AI and Bots. It gives the freedom to
and advanced business models are developed to uplift the
create, manage, scale, and evolve rapidly and dynamically
entire customer experience, making this area a crucial and
in this age of digital transformation. This next-gen platform
central part of every organization. Things are getting even
also assists in automating the process of customer
better with Intense Technologies’ digital technology
acquirement & engagement and delivers first-rate customer
platform, UniServe ™ NXT.
experience. Additionally, it is engineered to use an outside-
in approach that puts customers first, making it customer-
Company with Award-winning Products
centric. The platform is designed to help organizations to
Headquartered in Telangana, Intense Technologies develops
enrich the customer experience, control operational
software products used for digitalization of customer
expenses and explore new business models and revenue
experience lifecycle and makes it more customer-centric
streams. Moreover, the software products seamlessly

18

integrate into the existing system. As a consequence, the
solutions range from customer onboarding, customer
communication management, customer engagement hub,
financial reconciliation to customer identity management, B2B
customer experience, modernize order management and
omnichannel customer experience.
Assisting Clients with CEM Expertise and Impressive
Outcomes
The award-winning products by Intense Technologies
integrate into the client’s current system flawlessly without
replacing existing IT infrastructure. Moreover, these
technologies assist the organization to swiftly develop
applications that suits the requirements of the business. Today,
it processes about 25 billion USD worth of client revenue
data, helps 2.5 million onboard customers daily. Owing to its
CEM expertise and impressive outcomes, Intense
Technologies has marked its presence in various sectors such
as Communication and Media, Banking and Financial
Services, Insurance, Energy and utilities, Government, and
Manufacturing.
Prepared to Tackle with New Technologies
Since their inception, Artificial Intelligence (AI) and Internet
of Things (IoT) have made lot of changes in various fields and
are now reforming customer interactions. Furthermore, AI and
other disruptive technologies are exponentially changing the
nature of computers and that’s why modern enterprises must
be proactive about how these technologies could be implanted
in their current customer interfacing processes.
Coming to the rescue is UniServe ™ NXT, offering plug and
play modules for advanced technologies and supporting
enterprises to be future ready. Moreover, the platform is driven
by next-generation technologies such as RBAC (Role-Based
Access Control) and ABAC (Attribute-Based Access Control), Patience, Persistence and Perseverance are the Success
which provides privacy and security to the enterprise data.
Leader with Strategies and Passion
C. K. Shastri, the Founder of Intense Technologies, believes Technologies asserts, “One needs to have a strategy to get
in leadership through transparency and empowerment. He has success in this field as it is very distinct from IT services.
pioneered the territories of digital transformation and
customer experience and put India on the global stage in
enterprise software products development. His leadership has good returns. In this sector, one needs to have technology
instigated the strength to strength growth of Intense
Technologies and today, the company is acknowledged as a
global technology leader. C.K. Shastri plays an active role in
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“
Our mission is to constantly
harness our creativity and zeal
to deliver world-class software
products that fetch substantial
returns, creating top-line and
bottom-line growth for our
global clients.
”
defining the future strategies of the company and designs
the GTM strategies for several geographies. He spends
time with every department like operations, marketing,
R&D, and sales and gives them valuable strategic
direction. The dynamic Founder also enjoys interacting
and maintaining good relationship with the customers.
C. K. Shastri is also deeply passionate about
entrepreneurship and hopes to maintain India’s place on
the worldwide stage for excellence in enterprise software
products development. Furthermore, he is fervent about
piloting the technology roadmap of Intense Technologies
and establishing its top-most positioning. He strongly
believes that technology can solve a lot of human
problems if used in the right way. Keeping his personal
belief in mind that digital customer experience will
become a competitive differentiator, the versatile founder
makes sure that his team understands and contributes
towards building tech-driven and transformational
solutions.
Mantras
When asked about sharing his valuable wisdom with the
aspiring entrepreneurs, the founder of Intense
Here, products require a longer period of time for
development and selling cycle which ultimately yields
leadership along with patience, persistence and
perseverance to become competitive in the global
market.”
19
 Experts' Views

How To Connect With Your Audience

& AUTHENTICALLY COMMUNICATE

Your Brand

W ith millions of businesses looking to compete

for mindshare, having a strong and authentic
brand is absolutely critical for businesses to
differentiate themselves. First, you need to understand your
brand identity. According to HubSpot: “A brand identity is
made up of what your brand says, what your values are, how
you communicate your concepts, and the emotions you want
your consumers to feel when they interact with your
business. Essentially, your brand identity is the personality of
your business and a promise to your consumers.”

Think of your brand as a multitude of assets made up of your

name, terms, designs, symbols and other features that
identify your business. Your brand is not just your logo, and
it cannot stop there when you’re building your brand. For
example, when you hear the name Apple, you think of their
innovation, commitment to service, sleek products,
connection to their consumers and more. This goes far
beyond logos and imagery or even creative advertising
campaigns. Their brand connects at an emotional level with
their customers, and their customers feel a sense of intense
loyalty to the brand.
Elyse Flynn Meyer
Founder & President | Prism Global Marketing Solutions
As a marketer or business owner, you understand your brand.
But sometimes communicating your brand to your
prospective audience is the challenge. While details like your font choice, logo and tagline are important, your
brand’s authentic voice will have the greatest influence on the hearts and minds of your readers.

So, how can you know what the voice of your brand is so you can start to focus on how to authentically
communicate with your audience? Imagine that your brand is a person. How would he or she act, look and
speak? Everything you say as a business, including your email marketing, tweets, social media updates and
blog posts should convey this unique voice so that people can connect with your brand on a personal level.

20

Here are four steps to take when developing your
brand identity to communicate more authentically
with your audience:
1. Define Your Target Persona
Understanding your target persona is the first step to
determine your brand voice. Identify who your target
market is, where they search for information and
some of the personal elements that most resonate
with them.
For example, if your target market is working
mothers, you may want to consider how you market
to this persona as their interests and priorities are
different from their single male colleagues. Once
you know who your audience is, you can create
content that speaks to them and delivers them the
most value based on their unique priorities and
goals.
2. Determine Your Ideal Communication
Channels
One of the most important challenges to
communicate your brand authentically is to find the
channels that align best with your brand and the
message you are looking to deliver. There are so
many digital channels out there now that it’s
impossible to be everywhere and actually do a good
job communicating authentically with your audience.
Think about who your personas are and where they
spend the most time. For example, if you are a
business-to-business (B2B) company, you may find
that LinkedIn is a great social media channel and
that email marketing is an effective way to get in
touch with your consumer. Whereas if you are a
business-to-consumer (B2C) company, Instagram or
Pinterest may be better social media platforms, and
text messaging may be a more effective
communication channel. Find the channels that are
going to resonate most clearly with your audience.
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3. Understand The Message You’re Looking To
Deliver
The way you deliver your message and the language
you use is just as important as the actual content.
Think of how you hope to present your brand to your
audience. Are you more casual or professional in
nature? If you are more casual, you may want to
consider things like using emojis or slang in your
message. If you are a B2B or a luxury brand, you
may want to use more professional language.
Whatever the case, be sure to stay consistent. The
language and tone you use need to match the
personality of your brand on all channels.
4. Establish An Emotional Connection By Telling
Stories
People love stories. They love stories that connect
with them on an emotional level and drive them to a
point of action. A strong brand identity can establish
that emotional connection with consumers, which is
the most solid foundation for building a lasting
relationship with your brand. Stories also prompt
people to share your content and invite people to
directly engage with your brand and share your
brand’s story on your behalf.
Always keep in mind that your brand represents your
business, mission and vision to your current and
potential customers. If you want to reach your
audience, it is essential to develop a distinctive voice
that accurately and authentically communicates your
brand. As Jeff Bezos has said, “Branding is what
people say about you when you’re not in the room.”
Do you want to learn more about how you can
connect with your audience online? I invite you to
schedule a complimentary digital marketing
consultation with a member of our team.
02
21
 Processing Unstructured
Feedback Data With Keatext
AI-powered Text Analytics
Platform

Helping Businesses to Transform Unstructured Data into

Actionable Insights
Most of the CEM platforms have traditionally focused on
managing customer data and reporting insights from structured
Narjès Boufaden | Founder & CEO customer data. Such data includes customer touch points,
revenues generated by customer etc. However, surveys show that
inadequate efforts have been made towards drawing actionable
insights from unstructured data like comments, reviews, and
open-ended questions. These reasons have stipulated a need for

W
hen asked about the importance of Customer
Experience Management sector (CEM) in the 21st- advanced text analytics technology to process that type of data.
century business world, Narjès Boufaden, the
Founder and CEO of Keatext, explains—“Customer Keatext is among the very first businesses that dedicated its
Experience is the new competitive edge for businesses thriving technological expertise in AI and deep learning to solve the
for sustainable growth.” Further, she states—“As industries specific problem of transforming unstructured customer
mature, it is becoming increasingly difficult for businesses to feedback into a knowledge base suitable for querying, reporting,
make a difference just focusing their efforts on product and predicting new insights based on customers’ opinions,
development and innovation. Therefore, personalisation and reasons, and motivations.
outstanding customer relationships are becoming determining
factors while gaining customers’ loyalty.” Using advanced text analytics technology, Keatext helps
businesses to be proactive in managing customer experience by
By 2010, the CEM sector had gained the interest of market revealing blind spots and detecting negative or positive trends
researchers and analysts. To elaborate this, Narjès shares some exhibited by the customers’ behaviors. It follows a mission to
recent stats. In 2014, the CAGR for 2017 was estimated at nearly help businesses cultivate meaningful relationships with their
20%. In 2018, the CAGR was more around 23% and it is customers and employees by providing them with instant clarity
projected to stay that way until 2024. Moreover, she on what they care about most, and by increasing their ability to
adds—“With the popularization of new communication channels respond rapidly to their needs.
like chatbots or live chats, we can expect the development of
more new products and services around these new technologies Keatext AI-Powered Text Analytics Platform
to leverage customer insights and improve customer Designed to minimize response time Keatext AI-powered
experience.” platform is a cloud-based opinion-analysis engine that utilizes
deep learning to transform customer feedback into an ever

24

growing knowledge base that captures customer behaviors, wants
and needs. This platform synthesizes bulk volumes of feedback
from multiple channels like open-survey questions, support tickets,
chats, online reviews, and social network posts to produce
actionable insights. Importantly, Keatex platform does not require
any setup. Its output is delivered on one comprehensive dashboard.
Moreover, it features multilingual analysis and context-sensitive,
industry-agnostic understanding, as well as automatic visualization
of correlations and trends with report-sharing capabilities.
To match customers’ needs, Keatext offers a variety of services
and packages. As Narjès explains—“Its self-serve package
includes access to the AI-powered platform on a monthly basis. It
allows businesses with data analysis expertise to do the analysis of
customer feedback on their own and creates reports on customer
behavior trends and issues that need immediate attention to
improve customer loyalty.”
Keatext’s best seller expert services package is meant to provide a
turnkey offer that matches the need of businesses with needs in
data scientist expertise. Narjès adds—“This package also comes
with premium services including external data sourcing, such as
feedback on the brand (or its competition) from review platforms.
Additionally, this comprehensive package provides a complete
monthly overview of customer feedback from internal and external
data sources and a systematic benchmarking of the business
against its competition.”
Maximizing Customer ROI with Key Strategies
As Narjes points out—“Keatext’s strategies to maximize ROI for
its customers revolve around two dimensions: assist businesses in
making educated decisions based on data and feedback, and
benchmarking and prioritizing decisions by knowing their
competitive landscape.” Firstly, the platform makes unstructured
data actionable and provides insights that can lead to improved
satisfaction ratings and customer retention, upgraded products and
services, and increased sales.
“Keatext also helps to compare data such as purchase information
or customer touch points with insights from customers’ feedback,
providing an accurate picture of customer behavior by segment.
This, in turn, helps businesses understand the reasons that could
trigger negative trends, which could eventually lead to
disengagement and churn.”—Narjes specifies.
Secondly, Keatext allows businesses to benchmark their customer
experience against the competition and prioritize efforts in a
strategic way, considering what the competition does. “By
comparing their customers’ feedback against the competition’s
customer feedback, businesses can have a better idea of their
performance in the market.”—Narjes adds.
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“ We transform unstructured
customer feedback into
useful insights for
businesses to proactively
manage customer
experiences.
”
Additionally, Keatext is currently working on strategic updates
to its platform capabilities to predict customer disengagement
and recommend action items to prevent it. These updates will
help businesses become more proactive and will position them
a step closer to real personalized CX management.
CEO, Leading Keatext Vision with Extensive Technical
Experience
As the Founder and CEO, Narjès looks after the achievement
of Keatext’s vision by providing the means to make it happen,
gathering the brightest people in the team, assuring funds to
execute that vision and ensuring that along every step of the
way, the company growth brings more value to the customers.
She believes—“Every responsibility comes with challenges
and work that generate different levels of excitement.” As a
technical CEO with extensive experience in machine learning
applied to Natural Language Understanding, she particularly
appreciates Keatext customers for their trust on its innovation
capabilities and the value Narjès and her team provide to their
businesses.
Further, Narjès shares her opinion on starting a business in the
current CEM space. According to her—“The CEM space is
becoming more and more crowded and to start a business in
this sector, the assessment of the competitive landscape must
be the first step.” She also adds—“Assessment from both
viewpoints, a business i.e. problems that have been addressed
so far and a technical standpoint is crucial.”
Finally, speaking about the better utilization of customer data,
Narjès says—“Big companies with a focus on latest scientific
and technological advancements tend to be more agile and
faster to develop new capabilities. However, I think that there
is still room in these companies to improve the way they
leverage customer data to produce business insights.”
25
 Experts' Views
Empowering Other’s to
Build With Life
A llevi is building tools to design and engineer
with life. Our 3D bioprinters and bioinks are
used by leading researchers all around the
world to find solutions to humanity’s most difficult
problems - to cure disease, to test novel drugs, to
eliminate the organ waiting list, to build with life.
Founded in 2014, our mission is to make it easy to
design and engineer 3D tissues. We created our
desktop 3D bioprinter to be the most versatile,
powerful and easy-to-use bioprinter on the market.
Since our humble beginnings, we have grown to serve
hundreds of labs in all corners of the world and have
become leaders in the biofabrication revolution.
At Allevi, the biggest challenge is definitely the
symphony of things that need to work together to
make the overall solution work. 3D printing is a
26
mixture of robotics, software, and material science.
For us we still use robotics and software but our added
layer of complexity is that we print cells. And this is
truly where we derive our specialty. We’ve learned a
lot in the past to be able to print and pattern cells. The
next step is really to get the biology to perform and
working with biologist around the world is the best
way to tackle this.
In terms of the 3D printing industry, the globe is
moving towards demands of more regional
personalized products as well as thoughts around
sustainability. In era where mass manufacturing has
become mainstream, the new generations are more
conscious of where products are bought, who makes
them, and how do they benefit not only themselves but
the community. I believe we will see 3D printing
continue to take a greater and greater role in providing
 CEM
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Ricky Solorzano
CEO, Allevi

About the Author:

Ricky Solorzano, the
CEO of Allevi guides the
vision, strategy, and day
these more regionalized sustainable products for new to day operation. He has
market demands.
been obsessed with tissue
In terms of Allevi, medicine is also driving in a more
personalized direction. Informed patients are
engineering for 8 years,
understanding that tailored medication will drive more created the rst desktop
efficient and effective results for their treatments. This
is particularly true when it comes to either more
chronic or cancerous diseases. Therefore, 3D
3D bioprinter out of his
bioprinting will allow physicians to be able to print dorm room, and has been
out patient’s disease tissue to study drugs to
understand the personalized prognosis for the patient a Forbes 30 under 30, Inc 30
in a quick fashion. Likewise, physicians will also be
able to in the future print personalized therapeutics under 30, and Business
from drugs to medical devices. The future of medicine
is personalized and Allevi is excited to be catalyzing Insider 100:The Creators #65.
this new era.

27

Brad Shaw | CEO
C ustomers expect a lot these days from companies
that they choose to do business with. With more
competition in the market than ever before, a 24-
hour news cycle and devices glued to the palms of almost
every adult (and many children!) it’s no wonder that not
only the demand for great customer service is so high, but
the demand for the avenues that this customer service can
be accessed from has also increased.
Brand loyalty is at an all time low, millennials are
responsible for the near extinction of fabric softener
manufacturers and the globalization of the consumer
marketplace means that fantastic customer service is more
important now more than ever before.
This is why the Customer Experience Management
(CXM) sector is currently in the spotlight. One of the key
elements to customer retention and satisfaction is to
resolve issues quickly and consistently. Now that
information is available everywhere from over the phone
to online, face to face at a counter and even at bus stops –
it’s vital in this ‘information age’ to have a single source
of truth – the one, all knowing bible of constantly up-to-
date facts that customer service professionals and tech-
30
The Single Source Of Truth Taking
Customer Experience Management
To The Next Level
savvy customers can refer to in order to get instant
answers. If knowledge is stored in multiple locations and
updated in some instances but not others, inconsistencies
arise and so does the lack of trust in your customer service
– and your brand.
Amplifying Customer Service through Knowledge
Management
livepro is a multichannel CX knowledge management
system with a mission to be the easiest to use, easiest to
manage, and easiest to deal with. livepro, headquartered in
Sydney, Australia, is passionate about improving customer
service through effective knowledge management – this
means having the same information available no matter
where it’s accessed from. With clients from various
leading organizations ranging from local government,
through to transport and finance - livepro helps customer
experience departments to optimize their customer
satisfaction, reduce operating costs, and foster employee
engagement.
livepro partner with many industry experts in order to
ensure that they are always the top of their game, and are
ahead of the curve when it comes to changes in the
market. Some of their partners include Datacom, Genesys,
Customer Driven, Auscontact Association, Probe Group,
QPC, Customer Science, Knowledge Space, and National
Local Government Customer Service Network, Inc.
Currently, livepro are focusing on integrating with leading
customer communication apps in order to deliver the

answers direct to customers through every channel that
customers use. This includes websites, web-chat, chatbots,
Google Home, and Alexa.
As livepro endeavor to connect with innovative
technologies, they have fully integrated their solution with
global industry heavyweight Genesys’ PureCloud solution.
Genesys PureCloud is a suite of cloud services for
enterprise-grade communications, collaboration, and contact
center management.
The Person Behind livepro
Brad Shaw, the CEO of livepro believes that the
employees and customers of a business are key to creating a
leading product. Spending his time outside livepro coaching
other CEOs and having run an effective Women in
Leadership group for many years, Brad has a natural talent
for people and leadership. Having Brad set the direction and
strategies for livepro while maintaining livepro’s customer-
centric culture, he strives to build an excellent team to
deliver unparalleled service to customers, “one thing that
livepro does, is really listen to our customer. If they’re
asking for a new feature and it will help answer customers
faster – we simply build it. Most recently we had clients
asking for a platform where they could communicate with
one another, so we built ’livepro Communities,’ an online
forum for tips and tricks. We’ve always known that our
clients are one of our greatest resources, so seeing them
share ideas has been fantastic.”
An Extraordinary Array of Solutions
livepro is a purpose built CX knowledge management
system designed to deliver consistent, accurate answers –
not pages of information. With a powerful search function
and an intuitive design, livepro does the hard work and
simply allows customer experience professionals to give
customers easy answers, or customers the ability to find their
own answers through channels like web-chat and the search Top Benefits of livepro Include:
bar on any website.
One of their most recent solutions ‘livepro Resolve’,
promises to change the way customers interact with
companies online. Often customers that try to find answers
online end up calling or emailing at a later date as their
enquiry wasn’t able to be solved. livepro Resolve ensures
customers enquires are resolved in one touch, no matter how § Confident Team: A reliable system that is always up
complex.
A Fast and Easy Company to Deal with
As livepro live and breathe their ’easy to use, manage and
deal with’ motto, the implementation process is smooth,
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“
livepro is designed
to take you straight
to the answer, not
just a document.
”
clients are live in as little as 3 weeks and agents are able
to use the system with little to no training, as Suncorp
bank discovered “The staff were using livepro as soon as
they got to their desk!”
livepro work alongside each and every client from day
one to create and optimize knowledge that better serves
customers and makes employees jobs easier. livepro
customer and the multi award winning customer service
department at Townsville City Council stated that “The
time that it takes our staff to be job ready has been
dramatically reduced”.
Enhancing Businesses by Simplifying Customer
Interactions
Customers just want accurate, reliable answers. A simple
idea, that livepro has worked hard to ensure their clients
can achieve. livepro’s easy and intuitive features like
Work Instructions walk staff through processes to ensure
compliance, and complex enquiries are reduced to a few
simple yet smart questions with the Compass tool. The
hard work has been taken out of customer service and
makes instant experts of all agents.
§ Happy Customers: Speedy, consistent and accurate
answers available in many avenues mean more
satisfied customers.
§ Reduced Costs: The highly simplified processes result
in error eliminations, reduced handling times, transfers
and training, while the diversity of where answers are
available reduces call volume.
to date means that staff can confidently respond to any
customer query.
31
 Refining Customer Service
With AI-based Chatbot
Products And Services

expectations and, thus, increase customer satisfaction,

loyalty, and advocacy.”

Filling the Voids in the CEM Market

Chuck Elias | Co-founder & CEO While companies use call centers, websites, and staff for
customer service, delivering cost efficient, text based support
at scale has not been available until now. According to
Chuck, since everyone has a phone and can text, everyone is

D edicated to a mission to create and deploy Artificial

Intelligent (AI) Chatbots to solve customer jobs to
be done, Sciensio is a leading company in the
Customer Experience Management (CEM) sector. It has
developed AI Chatbots that deliver deep and engaging
reachable, wherever they are. And since 98% of texts are read
(most in under five seconds), messages are read and reacted
to quickly. By combining the texting channel, with powerful
AI and identity based responses, Sciensio’s AI Chatbots
provide the specific information the customer needs,
customer conversations on multiple channels, such as SMS, instantly.
Web Messenger, Facebook, Twitter and more, to enable users
to ask a question and get an answer, in seconds. Sciensio’s conversation design and natural language AI
means that customers simply text, in the same way they
To gain more insights about Sciensio’s Chatbot capabilities, would text a friend for advice or support. The bot responds
we asked their Co-founder and CEO, Chuck Elias, about immediately, with a natural and intuitive experience that
their strategy for customer retention. He said that the most customers enjoy using. Sciensio’s award winning AI Chatbots
important factor in satisfying customers is to understand their consistently deliver a greater than 95% Correct Response
specific jobs to be done. Chuck explained that companies Rate to customer questions. Any questions the bot does not
today have enormous amounts of customer data, but often understand can be quickly transferred to another support
struggle to ask a basic question: what job is the customer channel, so customer support reps only work on the most
hiring my product to do and does my product do it better than complex and highest value customer needs.
anything else?
CEO, Combining Strategy with Flawless Execution for
According to Chuck, by focusing on this simple question, Sciensio
companies can begin the journey toward exceptional CEM,
which Gartner defines as, “The practice of designing and Prior to Co-founding Sciensio, Chuck was a senior executive
reacting to customer interactions to meet or exceed customer with several blue-chip companies and startups in the U.S. and

32

in China. He has led business turnaround and growth in some
of the most complex business environments. Chuck believes
passionately in developing talent and creating a culture of rapid
iteration and improvement. He says it’s not necessarily the big
wins that are most important, but rather, the constant and
relentless daily focus on removing friction internally and
throughout the customer experience.
As the CEO of Sciensio, Chuck focuses on the overall business
strategy, the product roadmap, and attracting and developing
talent across all areas of the company. “It starts with having a
‘good enough’ business strategy and addressable market, and
then attracting and developing great talent, who can deliver
short-term results while also building the long-term capabilities
needed for success.”
Wide Range of Customer Service AI Chatbots by Sciensio
Sciensio’s AI Chatbots are used in a wide range of industries
including healthcare, professional and collegiate sports, and
trade shows. Having won more than a dozen industry awards,
Sciensio’s EventBots line of products are the talk of the Events
Industry. These AI Chatbots are specifically designed to address
the needs of event participants and producers. Event
participants simply ask a question and get an answer about the
event, over any texting channel. This anytime, anywhere access
to information (typically with < 3 second response) is
revolutionizing event communication with instant answers to
such questions as “Where do I park? What’s the agenda? and
“What should I wear?” Event producers get a powerful new
channel to reach their event participants, along with a complete
written record of every need and reduced support costs.
Sciensio’s most successful clients view AI Chatbots not as a
technology, but as a valuable team member. But unlike humans,
EventBots answer exactly the way you want, every time, never
get tired, sick or bored, and can handle thousands of disparate
questions simultaneously. They are also continually learning
and getting smarter over time, so event staff only have to deal
with the most complex participant needs.
Developing Streamlined Strategies to Enrich Customer
Experience
Sciensio’s relentless focus on removing friction has enabled it
reduce the time to create and deploy an AI Chatbot from
months -- to weeks, days, and even minutes. Their custom AI
Chatbots can typically be deployed in just few weeks and are
fully operational and answering millions of questions within six
weeks. Their self-service AI Chatbots can be deployed by the
end customer in less than twenty minutes. Rapid deployment,
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“
AI Chatbots are a powerful
new channel to engage and
interact with customers,
anywhere, anytime, on
whatever device they choose,
without the need to learn
a new app or website.
high iteration, and continuous learning delivers higher and
deeper customer engagement and ultimately, higher ROI for
”
our clients.
Targeting New Industries with Rapid Chatbot
Improvements
Sciensio’s AI Chatbot platform enables it to build high
engagement Chatbots for virtually any industry.
Recognized by Google as one of only five recommended AI
Chatbot providers, Sciensio uses leading edge technologies
to provide a natural and engaging customer support
experience.
“The Early Days of AI Chat”, says the CEO of Sciensio
As a business problem solver and technologist, Chuck
recognized early on the power of text based AI
conversations to revolutionize customer service. He states:
“when the web first arrived, we struggled to figure out how
companies and customers wanted to use the channel for
customer support. Today, every business has a website, and
soon every business will have an AI Chatbot answering
their customer questions.”
When asked about what advice he would give to those
looking to enter the AI Chatbots space, Chuck stated,
“Focus intently on the customer, create a natural
conversation that they want to engage in, and solve their
‘job to be done’ better than any other tool… and you can
win.”
33
 Spotlight

on the
CEM Rapid Growth of
elecom
ndustry

34

T he waves of digital disruption have enriched
customers and the world of marketing has changed
drastically in the last two decades. Previously,
customer relations were constructed on a brand's terms and
the communication media which were limited to emails,
calls, voicemails, etc. The business model has all changed
because of the growing demand of customers for engaging,
rich, and endless experience. Therefore, the brands are
creating their strategies with customer-centric approach.
Moreover, digitalization and data analytics are enabling
marketing professionals and organizations to make
maximum benefits from these developments. Similarly, the
evolution of social media, technologies, and several other
digital innovations has changed the customer behaviour.
Nowadays, customers expect personalized interactions as
per their convenience. The role of customer in overall
success of a product is dramatically changed making
organizations more focused about Customer Experience
Management (CEM).
The changing business strategies
Earlier, concentration of companies was on service quality,
product quality, but digitalization has changed the whole
picture. CEM in simple words enables organization to know
about its customers but contrariwise, it allows an
organization to comprehend what customer knows about the
organization. Moreover, it helps the organization in forming
business strategies, future planning, and leverage
opportunities. The changing set of practice, technologies,
and business values that empower the organization are
greatly dependent on CEM which helps companies to offer
and enhance superior customer experience. Today, CEM in
businesses requires a profound commitment to
understanding and serving customer needs and
expectations.
Digitalization in Telecom
Telecom industry with involvement of advanced
technologies has grown tremendously. Earlier, the line
operator always had their voice network to run but now
they are managing broadband, TV, mobile and data services
with associated hardware like set top boxes and
smartphones. With emergence of new channels and devices,
customers are demanding easy access to broader range
support options, high levels of customer service, and
reasonable prices. The telecom industry can offer better
customer experience by being excited to engage the
customer and understand what they like and don't like.
Additionally, it is important to understand the little things
about the role of CEM in telecom that can make the
difference.
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Tremendous competition making CEM a key growth driver
Currently, the organizations in telecom industry are facing
more competition and the importance of telecom has grown
immensely, elevating the significance of the customer
service delivered by operator. The digitalization has
resulted in increase in customer churn and as a result,
telecom operators are financing more on retaining and
maintaining customers. When customers are considered,
consumer satisfaction and loyalty is affected not only by
pricing but also by the quality of customer service and
overall experience from customers' initiative up to the after
sales. It has become more important for telecom companies
to provide its customer with consistent experience through
various touch points and communication channels, in order
to distinguish themselves. Further, it is vital to put right
people, right process, and right technologies at right place,
to provide grounds for delivering consistent experience to
the customers.
Factors augmenting customer satisfaction
The companies must focus on certain domains such as
customer fulfilment to ensure accurate delivery of service.
The telecom operator must give priorities to customer needs
by combining and analysing customer data, service request,
service parameters, network capacity, inventory, billing,
support obtainability, exceptional management, and then
mapping them to monitoring restraints.
The operator must provide service assurance according to
the customer expectations in order to keep the consumption
high and cost support low. With increasing expectations
customers want text, voice, data, hosted services,
applications, payment mechanism, etc. The number of
channels for customer interactions are also growing and
making it difficult for operators to get unified view of the
customer across channels and develop a decisive
understanding of the customer. In addition, billing and
revenue also have a tremendous impact on customer
satisfaction.
Better CEM for better customer satisfaction
The telecom companies earlier had product-centric
approach but today, the customer satisfaction is significant
to divide target customers and the customer base along with
lifecycle of customer that identifies their needs and desires.
The company should build a single plan of digital
experience so that the customer can interact easily.
Moreover, there are several customer management
platforms that help companies to focus on customer
experience.
35
 Spotlight
1) Customer Experience Management Platforms
CEM platforms use data and analytics to identify the
customer needs, even before customer begins to provide
information. In the process, data is collected from
customers to create a cohesive view of the activities and use
it to dedicatedly reach out to customers. The process
moreover reduces support struggles, time, and cost and
eventually enhances customer experience. The CEM system
technology helps in managing company’s interactions with
the customers and works with all customer-facing touch
points comprising of organizing, automating and
synchronizing so that the company can serve the customers
and reply speedily to issues. It stores all customers’ updated
information in one place, making it easy to share with
different teams within an organization.
2) Order Provisioning Platforms
These platforms provide end-to-end order
management and service provisioning.
They offer real-time dashboards that
give complete visibility into every
internal and external process which
influence customer management.
Furthermore, to keep customer
management on track, business rules are
rooted in the platform to trigger
reminders and alarms. The design of the
platform offers the facility to look at the
revenue opportunities during the
fulfilment cycle which eventually assists
the operator to build capacities, inventories,
and abilities to meet estimated demand.
3) Telecom Analytics
The telecom analytics brings together the data
from across the enterprise related procurement,
operations, post sales, financials, and customers
to provide business insights. Telecom analytics
provide insights on mapping operations, finance,
network, and customer data to take business
decisions to hold the right customers. In addition, it assists
in focusing on strategies, actions, products, and services
that help in increasing profits and increase customer
retention through customer experience enrichment.
Actions to Attract New Customers
Some activities that telecom companies should use to
attract new customers and retain existing ones consist of:
36
1) Move towards a customer-based focus:
Telecom companies are trying to merge various platforms
to get the complete view of the customers’ needs and
deliver better customer service.
2) Invest in first-contact resolution (FCR):
Customers want their problems get resolved immediately.
Therefore, telecom companies are working towards offering
first-contact resolutions. It’s a type of measurement that
helps service providers to track the effectiveness of their
services and processes. More importantly, it’s a great way
to keep focused on the customer experience since customers
like fast resolutions to their problems. Fast resolutions don’t
mean closing the complaint—customer satisfaction after
resolution matters a lot. Therefore, a proper infrastructure
will be needed to find how FCR can be achieved effectively.
3) Focus on anomnichannel
experience:
Costumer converses with brands
over numerous channels and
companies are connecting these
different touchpoints to provide
constant experience. Moreover, the
telecom companies are also
adopting newer technologies like
unified communication platform
and the cloud to reach maximum
customers.
4) Provide proactive warnings and
information:
Telecom companies have started providing
alerts and warnings when customer is about to
finish the service. This is helping customers
to renew their services.
Advancement in technologies and
emergence of powerful tools focused on
improving customer experience are making
it easier for the telecom companies to rapidly grow their
business. For organizations to be successful, it is important
to keep customer experience as the main motto. The use of
modern technologies will help in growth of both customer
and the organizations. CEM is one of the best ways for
organizations to shift focus on “customers”, considering
consumer-oriented market where customers have more
power than ever before. It will greatly help telecom
companies to address customer issues which largely impact
the customer retention.

Pankaj Guglani | CEO & Founder
T oday, a customer’s relationship with a product or
service doesn’t end after its purchase; instead a
whole new experience unlocks for the customers.
Presently, customer experience management (CEM) is a
top-most priority for corporations to track, oversee, and
organize every interaction between a customer and the
organization throughout the customer lifecycle. The main
objective of CEM is to optimize interactions from the
customer’s perspective and, as a result, expand the
customer reliability. Since numerous organizations are
selling their products and services at the same time, the
global market propagates competition based on their
customer services. A huge challenge is faced by
enterprises in understanding the unique customer
requirements, insights and feedback. Furthermore, it also
includes factors like consistent customer engagement,
marketing across multiple platforms or devices, and lack
of advanced tools and technologies. Therefore, to identify
the key levers of customer experience, global customer
experience management company, RedQuanta, based out
38
Transforming Customer
Experience Through Its
Outside–In Winning Approach
of Mumbai, is empowering brands to improve their
customer experience and revenue.
Delivering Enriched Customer Experience for Various
Businesses
RedQuanta has the human capital and innovation to deal
with the complex nature of various enterprises. It has more
than 240 customers over 2000 locations across India,
North America, Middle East, Australia & Far East. The
leading CEM solutions providing company operates in
vertical markets such as automobile, consumer electronics,
retail, banking and financial services, hospitality,
consumer goods, investors, new age technology, e-
commerce, and consulting. Furthermore, it produces
designs and conducts various custom research programs
for its customers. Alongside utilizing standardized
research, analytics, consulting and global execution
capabilities like mystery shopping, it also proceeds toward
the new age solutions which are greatly driven by machine
learning, NLP, and advanced analytics. Hence, the reason
behind RedQuanta’s striking success is the mixture of time
tested procedures and innovative technologies.
RedQuanta’s Vital Philosophies
The CEO and Founder, Pankaj Guglani instituted
RedQuanta based on the ethos of helping clients identify
their target groups, profile them to understand what they
expect from these brands in terms of experience, and then
checking the delivery of such aspects at the last mile. Prior

to RedQuanta, Pankaj worked in Zapak Digital
Entertainment Limited as a business head. While working
there, his key accountabilities were to achieve the income
targets, provide information which helps to identify and
analyze the needs of the market as well as seek the
systematic computational analysis of data or statistics to top
management and improve CEM.
Today, as the CEO of RedQuanta, Pankaj focuses all his
vitalities towards the company’s development and individual
procedures. During these past years, he has come to believe
that the soul of the company, its culture, cannot be replicated
again. Therefore, Pankaj and his fellow management team
have executed a new technique to aid RedQuanta’s culture
called as RACE. RACE stands for Research with scale,
speed and accuracy, Analytics to impact all business
functions, Consulting capabilities to match challenges, and
Enabling execution at ground level. Apart from this,
building and maintaining a healthy and balanced culture
firmly knit by the fundamental beliefs is what sets
RedQuanta apart from its market competitors. This also
happens to be the dynamic CEO’s most enjoyable part of the
job.
RedQuanta’s Values and Mission
RedQuanta’s core values are influenced by their patrons and
their necessities over everything else. Additionally, staying
translucent with all their key shareholders including clients,
respondent bases, and teams is also very important to the
company. Most importantly, teamwork is a significant pillar
for RedQuanta’s value system. This is not just limited to
their teams, but is also pertinent to their clients and
respondent bases. Likewise, the company also believes in
recognition i.e. the efforts made by RedQuanta’s employees
as well as crucial and brave actions taken by them which is
very essential for the organization. Therefore, RedQuanta’s
mission is to always support their partners and develop a
distinguished, memorable and long-lasting customer
experience. Along with their partners, they are also building
substantial upgrades in the overall client experience across
various businesses.
Eliminating Communication Gaps between Brands and
Customers
Since RedQuanta’s launch, its main objective has been to
help its clients by identifying the key levers of customer
experience and mapping these aspects towards brand trends.
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“
At RedQuanta, we enable
businesses to truly listen to
customer experiences outside
and make transformational
changes inside.
”
The leading CEM solution provider does this by helping
its clients to design mechanisms to identify their aimed
crowd. Next, to outlining the targeted crowd, is to
understand what they anticipate from these brands in
terms of their experience. And lastly, to monitor the
delivery of overall aspects till the end. The key tactic
used by the company is to focus on their customers’
evolving needs. Whether to expand their portfolio of
services or to expand their company in the global
market, RedQuanta’s business related decisions depends
and revolves around the increasing needs of its patrons.
Future Strategies and Plans
For the future growth of the organization, RedQuanta
has united with various brands like Audi, Hyundai,
Google, Microsoft, Xiaomi, HSBC bank, Unilever,
Indian Railways, etc. Besides this, it is one of the
members of Mystery Shopping Professionals Association
(MSPA). To remain a market leader in the CEM space,
Pankaj adopted a key technique to stay agile and focused
on the emerging needs of his clients. Soon after its
implementation, the company’s growth increased 3X
times and enabled it to partner with several Fortune 20
companies across the globe. This year, one of
RedQuanta’s key objectives is to develop smarter
machine learning system and cutting-edge analytics
platform.
39
 Tech Corner
This flexible
device will convert
W -F
into electricity using 2D materials
R esearchers from Massachusetts Institute of
Technology (MIT) have designed a ‘rectenna’ and
conducted the first real application of atomically
thin semiconductors for a flexible rectenna for energy
harvesting. A device made from inexpensive materials and
is fully flexible and battery free. Most importantly, rectenna
will convert Wi-Fi signals into electricity which could be
used to power large area of electronics like, medical
devices, and sensors for the internet of things.
What is rectenna?
The device that converts Alternating Current (AC)
electromagnetic waves into Direct Current (DC) is known
as rectenna. It is combination of antenna and rectifier. The
researchers demonstrated a new rectenna that uses a flexible
radio-frequency (RF) antenna which catches
electromagnetic waves including those carrying Wi-Fi as
AC waveforms. Instead of diode to rectify that current to
DC, antenna is connected to a device made up of two
dimensional semiconductors which are only a few atoms
thick. Thus the AC signal from antenna travels into the
semiconductor which converts it into dc voltage. This
voltage could be used to power wearables, sensors, various
electronics, or medical devices.
40
signals
Tomás Palacios, a professor in the Department of Electrical
Engineering and Computer Science and director of the
MIT/MTL Center for Graphene Devices and 2D Systems in
the Microsystems Technology Laboratories, also co-author
of the paper said, “What if we could develop electronic
systems that we wrap around a bridge or cover an entire
highway, or the walls of our office and bring electronic
intelligence to everything around us? How do you provide
energy for those electronics? We have come up with a new
way to power the electronics systems of the future—by
harvesting Wi-Fi energy in a way that’s easily integrated in
large areas—to bring intelligence to every object around
us.”
Unique, inexpensive Rectenna, made up of 2D material
In conventional rectennas, silicon or gallium arsenide is
used for the rectification. These materials can cover the Wi-
Fi band but are rigid and if considered to use it over a large
area such as the surfaces of buildings and walls, would be
much expensive.
These new rectennas are made up of a 2D material known
as molybdenum disulfide (MoS2) which at three atoms
thick is one of the thinnest semiconductors. The team
carried out certain experiments and found that when

exposed to certain chemicals, the material’s atoms rearrange
in a way that acts like a switch. These forces a phase
transition from semiconductor to metallic material. The
junction of a semiconductor with metal is known as
Schottky diode.
The team engineered MoS2 into a 2-D semiconductor
metallic phase junction and built an atomically thin and
ultrafast Schottky diode that could simultaneously minimize
the series resistance and parasitic capacitance.
Reduction in the parasitic capacitance is one of the
fascinating properties of MoS2. Simply, Reduction is the
tendency of materials in electric circuit to act like
capacitors and store a certain amount of charge. This slows
down the circuit. MoS2 provides lower capacitance hence
increase rectifier speed and higher operating frequencies.
The parasitic capacitance of this Schottky diode is so small
and thus is much faster at signal conversion and can capture
and convert signal upto 10 GHz including the range of
typical Wi-Fi devices.
This kind of design has allowed a fully flexible device that
is fast enough to cover the most of the radio-frequency
bands used by daily electronics, including Wi-Fi, Bluetooth,
cellular LTE, and many others.
This way a battery free device inertly captures and
transforms omnipresent Wi-Fi signals into DC power.
Potential applications
While performing an experiment the researchers’ device
produced about 40 microwatts of power when it was
exposed to the typical power levels of Wi-Fi signals around
150 microwatts. This is more than enough power to light up
a simple mobile display or light up a LED or silicon chips.
Use in implantable medical devices
Another possible application of the technology is powering
data communication of implantable medical devices. For
instance, researchers are about to develop pills that can be
swallowed by patients and stream health data back to a
computer for diagnostics. Moreover, Jesús Grajal, the
researcher at the Technical University of Madrid and co-
author said that the tradition batteries used to power
systems could leak lithium and patient could die. So it is
much better to produce energy from the environment to
CEM
Most Rewarding
THE
S o l u t i o n P r o v i d e r s To G o F o r I n 2 0 1 9
power up the small labs inside the body and communicate
data to external computers.
Teamwork makes it happen
This research was made possible by the association with the
Technical University of Madrid through the MIT
International Science and Technology Initiatives (MISTI). It
was moderately supported by the Institute for Soldier
Nanotechnologies, the National Science Foundation’s
Center for Integrated Quantum Materials, the Air Force
Office of Scientific Research, and the Army Research
Laboratory.
There are co-authors from MIT, the Army Research
Laboratory, Technical University of Madrid, the University
of Southern California, Charles III University of Madrid,
and Boston University.
Conclusion
At typical Wi-Fi power level, MoS2 rectifier’s power
efficiency is about 30 percent, while traditional rectennas
like costly silicon and gallium arsenide can achieve around
50 to 60 percent. Depending upon the power of Wi-Fi input
the maximum output efficiency of MoS2 rectifiers stands at
40 percent. The team’s next motto is to improve the
efficiency and build more complex systems. Current
disadvantages will be compensated by the other benefits of
the new design, including its flexibility and scalability.
Further the inventions promises to power electronics system
of the future by producing Wi-Fi energy in much easier
ways and that could be integrated in large areas to bring
intelligence to every object.
Journal Reference:
Ÿ Xu Zhang, Jesús Grajal, Jose Luis Vazquez-Roy, Ujwal
Radhakrishna, Xiaoxue Wang, Winston Chern, Lin Zhou,
Yuxuan Lin, Pin-Chun Shen, Xiang Ji, Xi Ling, Ahmad
Zubair, Yuhao Zhang, Han Wang, Madan Dubey, Jing
Kong, Mildred Dresselhaus and Tomás Palacios. Two-
dimensional MoS2-enabled flexible rectenna for Wi-Fi-
band wireless energy harvesting. Nature, 2019 DOI:
10.1038/s41586-019-0892-1
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