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

Pika Exports, an exports-based company mainly exporting textiles, home textiles, and floor coverings to the European and US markets, Prateek has been instrumental in driving the growth and expansion of the company, securing multiple large contracts with major retailers and distributors, increasing the revenue by 50 percent, and enhancing the brand recognition and reputation in the industry. He is also an angel investor, supporting and mentoring promising startups and entrepreneurs in the e-commerce and fashion sectors.

A decade ago, during AI'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.

Co-innovation models extending far beyond surface-level implementations are extremely important to architect solutions to meet specifications and measurably elevate experiences in ways that catalyze tangible business growth for clients.

Overhauling Entrenched Mindsets