Mumbai, 9th October, 2024: IDC Technologies is leading the charge in the digital world by making tech smarter and future ready. In this exclusive interview, Nikhil Agarwal, Head of IDC Digital/CTO, reveals how IDC Technologies adapts to evolving trends, turns customer feedback into action, and solves tough tech challenges while staying hands-on. He explores how cutting edge innovations like Data Analytics, CX, and AI & ML are not just exciting—they are reshaping customer experiences.
Mr. Nikhil Agarwal, Head of IDC Digital/CTO at IDC Technologies drives innovation with a customer-first approach. Passionate about solving complex business challenges through technology innovations & offering modern digital infrastructure, he utilizes emerging technologies to enhance service delivery and create tailored solutions. His mission is to foster digital excellence while promoting collaboration and continuous improvement within teams, ensuring that technology transforms and meets the evolving needs of customers.
How do you ensure that the technological ecosystem at IDC Technologies is adaptable and future-ready to anticipate and meet the evolving needs of your customers?
Nikhil Agarwal explains that IDC Technologies focuses on building an adaptable, agile ecosystem to respond to changing trends and client needs. “We use flexible development approaches and modular systems that allow us to easily integrate new technologies as they come,” he says. As part of this vision, IDC Digital, a specialized Digital Service & Solution Business vertical of IDC Technologies, plays a crucial role. The company heavily invests in R&D to track emerging technologies such as AI, cloud-native platforms, and cybersecurity advancements. This forward-thinking strategy allows them to quickly implement new tools or innovations while maintaining reliable, long-term solutions.
For Agarwal, adaptability is about more than just technology; it’s about creating systems that grow with clients. “We engage with industry trends and collaborate with tech leaders at forums and innovation summits to stay updated on emerging technologies,” he explains. This continuous learning, combined with customer feedback, helps us pivot our offerings and make smart technology investments that meet our clients’ needs. “By upgrading our infrastructure regularly, we ensure that IDC Technologies’ services are always ready for the future,” he adds.
How do you incorporate customer feedback into the technology development cycle to ensure that your digital solutions continuously resonate with your clients?
At IDC Technologies, customer feedback is an integral part of the development process. “We ensure our teams are in sync with our clients’ visions and expectations from the very beginning of the product development process.” says Agarwal. The company uses methods like surveys, customer advisory boards, and data analytics to understand what customers need and expect.
By engaging clients early, IDC Technologies can refine products while they’re still being developed, ensuring the final solutions are closely aligned with customer needs. “Customers test beta versions, and their feedback directly shapes our improvements. We gather data-backed insights from daily interactions across multiple touch points to refine our offerings continually,” explains Agarwal. This process makes sure that IDC’s digital solutions remain relevant and responsive to customer demands.
In your journey of driving digital transformation at IDC Technologies, what are some of the biggest challenges you’ve faced in integrating new technologies while keeping the customer at the center?
Integrating new technologies can have its own share of challenges. For Agarwal, one of the challenges is making sure that the clients do not face difficulties in using the new systems. “We mostly deal with enterprises working on a legacy model,” he says. This is about the migration to the new system, which needs to be successfully organized in order not to jeopardize the brand, operations and other components.
The other problem is retaining the fine line between invention and applicability. “Most organizations come up with the idea of how to source more advanced technologies quite easily. But after that is when the real work begins– making sure that the technologies they employ help to enhance customers’ satisfaction,” he observes. The task is to educate customers in cutting-edge technologies such as artificial intelligence and automation while keeping solutions user-friendly.
Lastly, security remains a key concern. “When it comes to new technology adoptions, on top of applying them inside the organization, we have to ensure they are secure,” says Agarwal. IDC Technologies places a heavy emphasis on rigorous cybersecurity measures to protect sensitive client data throughout the transformation process.
As someone passionate about hands-on problem-solving, can you share an instance where direct involvement with a technology challenge led to a breakthrough for a customer-centric solution?
Agarwal’s hands-on approach to problem-solving often results in breakthrough solutions. He recalls collaborating with a banking client (BFSI sector) facing challenges with their Internet Banking platform, which hindered customer satisfaction. “We identified an opportunity to enhance their system by integrating advanced features like self-registration, local and international bank transfers, and streamlined loan management,” he explains. By leveraging AI-driven analytics and Robotic Process Automation, we transformed their digital interactions into seamless, personalized, and secure customer journeys, paving the way for a future-ready banking experience.
For Agarwal, staying directly involved in the problem-solving process allows him to better understand the client’s pain points and tailor solutions that address them effectively. “It’s important to stay close to the technology and the customer’s challenges to find the best solution,” he adds.
Which emerging technologies excite you the most, and how do you foresee their application in creating customer-centric experiences?
Agarwal is particularly excited about the potential of emerging technologies, especially Intelligent AI and machine learning (ML) solutions, including generative AI. “These advancements are transforming how businesses interact with their customers,” he emphasizes. By leveraging cloud solutions, cybersecurity measures, and data analytics, organizations can optimize their services. At the forefront of IDC Technologies’ offerings is the AI chatbots, EVA, which delivers a highly personalized experience by leveraging demographic and behavioral insights. With predictive analytics at its core, EVA enhances customer engagement and anticipates needs, establishing a new benchmark for excellence in the BFSI industry.
Agarwal is confident that the integration of these technologies will redefine customer relationships. “As we move forward, customers will increasingly seek hyper-personalized and seamless interactions,” he states. “With tools like EVA leading the way, we are poised to not just meet these expectations but exceed them, paving the path for a transformative customer experience,” he concludes.
To know more about us / publish your article, reach us at
www.quanticindia.com
marquis@quanticindia.com.
