Air Liquide's Blog on Innovation
October 23, 2018 - Customer Experience
Most of us have been through one experience or another interacting with customer service agents on the phone. Despite vast technological advancements, the role of a customer agent is still far from being obsolete. Human interaction remains vital in most industries, with the key challenge being how we can integrate these technological advancements into the irreplaceable warm nature and on-the-spot thinking abilities of a human being.
October 23, 2018 - Customer Experience
I am used to the digital interfaces popping up on my mobile phone while reading the news. They seek to either advertise or gather feedback. I swipe the pesky windows away so they would not interfere in my reading of the climax of the article. However, at the back of my mind, I wonder if I should have given my thoughts about how they could customize the news interface to cater to my interest.
October 23, 2018 - New Technologies
Finance teams today are working harder than ever before to contribute to strategic planning for business support. The continually evolving global and digital economy means that financial functions not only need to keep pace with the rapid changes, they also need to deliver real time performance analysis and regular forecast to generate data required for important business decisions.
October 23, 2018 - Operational Excellence
In 2017 alone, Air Liquide made 64,000 bulk delivery trips. It works out to an average of 170 trips a day, an increase of 15000% from a mere 10 years ago when the average was 11 deliveries a day!
October 22, 2018 - Customer Experience
“We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten,” said technopreneur genius, Bill Gates, about the evolution of computing. The benefit of hindsight and experience gives one wisdom that can be imparted to similar domains. Like consumer behavior.
October 22, 2018 - New Technologies
Big data is a disruptive technology. It revolutionises the way we engage our customers and presents to us a myriad of possibilities in the digitalization of our operations. It is, whether we like it or not, going to change we way we do things for the better. However, doing the right things also mean we need to do them right.
October 22, 2018 - Operational Excellence
For those of us who have spent a long time in Packaged Gas, we often hear affective pronouncements: “Our cylinder balances aren’t accurate and can’t be trusted! The customer is upset because their cylinder balance is inaccurate! We don’t know how many cylinders we have on site so how would we know how much to sell! ” Drama ensues. But this is also where we yell cut.
October 2, 2018 - Customer Experience
The digital transformation that the world is experiencing today has not only been disruptive on work processes but also on HR management, with immense pressure to produce effective change leadership accompanied by measurable and speedy results. As an HR professional, I was recently asked a great question - “What is a key ingredient for success in this dynamic world?”
September 17, 2018 - Customer Experience
Experience teaches us that innovation is always first and foremost a matter of people, connections and analogies, before being a question of pure technology.
September 17, 2018 - New Technologies
A decade ago, resolving plant hiccups in real-time was, in many instances, an expensive headache for the gas industry. With plants all over the world mostly situated in remote areas, plant issues often spelled costly and lengthy supply interruptions and loss of reliability from the customer’s perspective.
September 17, 2018 - Operational Excellence
I decided to skip the queue and do my grocery shopping online. I liked that I could get what I wanted with the click of a few buttons - it was painless and promptness was promised. I tried to be patient but became unduly anxious instead as the time drew closer to the delivery at noon.