Being Client Centric
Voice and Data|October,2019
Being Client Centric
Bharti Airtel Global Chief Information Officer Harmeen Mehta talks to us about the power and role of new technologies in making Airtel more and more customer centric
Ibrahim Ahmad

How is Airtel gearing up for this generation customers?

I think, for the last several years, there’s been a tremendous focus at Airtel to really digitize the entire experience for our customers, but also digitize the company, through and through. That’s the reason we created XLabs a few years ago. We’ve come so far away on this journey. If I look at the last few years, it’s been a tremendous growth. From within the organization as well as from outside including some of the top Internet and technology companies around the country, we’ve managed to put together a formidable digital team. More importantly, this talent has been working very hard at creating some tremendous distinct opportunities for our customers.

We are a highly customer-obsessed organisation and it runs so deep in our DNA, so that is why digital is what we are trying to do. As India changes and moves towards the digital era, it’s very important that every company re-invents into itself and moves along with that, if not, gets ahead of the game. We can really create the best possible experience for our consumers as well.

What are some of the new and emerging technologies that will be game changers for digital?

We leverage AI and ML, which is kind of basic food and fodder. Organisations like us, when we got such large scale, we’re talking hundreds and hundreds and millions of customers, just bringing the best offering, matching that to the best interests of our consumers. Without deep level of learning and data mining, it would be impossible to do that in 2019. That’s what we focused a large part of our energy on. We have to make sure that our distinct properties are one of the best in the in the country. There is a lot of focus, effort, and hard work that goes into all of that as well. It’s been a really strong pillar. One among the various technologies that I see influencing us in a big way is Big Data.


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