FROM SERVICE TO EXPERIENCE: REDEFINING CUSTOMER ENGAGEMENT IN THE INDIAN IT SECTOR

Dhanashree Bhat, Chief Operating Officer, Persistent Systems

- Dhanashree Bhat

Holding over 21 years of work experience, Dhanashree is an experienced professional leader. She carries a diverse and rich experience from her tenure at Tech Mahindra. Her responsibilities at Persistent encompass lead IT, Administration and Facilities, Learning and Development, Enterprise Risk Management, ESG, and Delivery Excellence.

A decade ago, during Al's nascent stages, the definition of exemplary customer service centered on optimizing touchpoints and developing attractive products. However, the current landscape has undergone significant transformation. Today's consumers expect more - they seek personalized recognition from brands, a deep understanding of their requirements, and a meaningful connection.

The conventional vendor-client dynamic has evolved into a mutually advantageous partnership. Leaders now design customer journeys that extend beyond basic expectations, resonating with each client's distinct needs. Nonetheless, this paradigm shift necessitates more than technical proficiency; it necessitates empathy and an unwavering commitment to comprehending the customer's perspective.

Strategic Navigators, Not Siloed Vendors

Navigating this experience-driven shift requires moving beyond basic vendor models. IT companies are working closely with their clients, becoming essential partners that focus on understanding and improving the experiences of end users.