New Delhi, Feb. 9 -- With the on-going COVID-19 pandemic, enterprises have witnessed drastic changes while engaging with clients compelling them to drive a new era of employee and customer experiences across industries. Enterprises are transitioning to cloud-led service management platforms to deliver the right solution or information at the right time to employees and customers so that they can efficiently perform their tasks without any hindrances.

While the pandemic has wreaked havoc for many enterprises, businesses like ServiceNow, Netflix, and various IT service providers have fared well due to low dependency on physical interactions between customers/employees and on-premise infrastructure. They use virtual and cloud technologies f...