Today’s hybrid business environment has highlighted the need for effective collaboration and communication between employees, partners and other participants of the...
Delivering the best customer experience in adverse pandemic conditions
2 mins read
With the global crisis caused by Covid-19, enterprises shifted their focus on ensuring employee safety, business continuity & employee productivity, and we saw the emergence of new yardstick for customer experience (CX). In this blog, Rahul Mathur, Global Head of Customer Experience at Tata Communications, focuses on the new digital transformer - ease of doing business from home – and how it’s changing the entire business ecosystem.
While countries are gradually easing the lockdown, past few months have been very challenging for enterprises. The situation forced some foundational shifts in how companies look at their business models and how people collaborate and work with each other. A recent report from McKinsey estimates that the pandemic ushered in the equivalent of a five-year leap in digital adoption – in just eight weeks. And there’s no turning back. Additionally, the survey showed that 75% of people using digital channels for the first time will continue even when this pandemic is over. Here at Tata Communications, we focused on making business easier from the get-go and it was critical for us to focus on the employee experience (EX). Within just two weeks, 98% of our global workforce was enabled to work from home (WFH), so they could work safely and still be productive.
Security plays a key role in ensuring seamless digital transformation of organisations and true borderless growth. Cybercriminals were out to make the most of the WFH vulnerabilities. United Nations executive Izumi Nakamitsu said that there had been a 600% increase in cyberattacks during the pandemic. Over any device and at any location, you need to make sure your colleagues are equipped to cater to customer needs and are able to access critical data safely and securely. This secure access then needs to be backed by an agile and robust network to ensure interaction is secure, scalable, collaborative, smooth and delivers a higher customer experience (CX). At Tata Communications, it’s our job to make that happen, quickly and easily."Immediately after the lockdowns, many of our enterprise customers were asking how to enable WFH effectively. Our teams did a phenomenal job of helping thousands of users and more than 150 enterprise customers to work from home securely and seamlessly."


Remote working can make doing business easier and enhance the experience. This was recognised by majority of 200+ participants of one of our events, where they voted our collaborative platform to be more effective than similar face-to-face activities. We were able to attract a larger audience due to the virtual set up, and features like multiple virtual break out rooms etc. made collaboration and discussion highly effective."Our pandemic experience shows that to ensure a long-term and sticky relationship with customers, the solutions you offer have to be easy to use and deploy, align to the customers’ business goals and deliver richer experience."
From now on, every business will need that secure connected digital experience to deliver the very best possible employee as well as customer experience. To know more about how you can harness the new emerging technologies to deliver solutions for the digital-first world, visit our Secure Connected Digital Experience page."By making sure digital channels are welcoming and easy to use, while being scalable, reliable and secure, an enterprise can enhance the experience of employees, customers, and partners and the way they all interact with each other, to stay ahead in times of crisis and beyond."
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