Why companies should shift towards a customer-centric AI strategy
By Nabarun Roy, Executive Vice President, Group Head – Quality, Productivity & Delivery Risk Management, Infosys
In his role, Nabarun is responsible for assuring client delight and excellence across all the services provided by Infosys. He drives the creation and upgradation of the right methodologies, and the tools/platforms needed, to deliver all projects across the Infosys group with the best possible performance. Nabarun has championed the Agile-DevOps transformation - building capabilities and ensuring client impact through adopting agile, DevOps, best-in-class tooling, engineering practices, and marketing Infosys capabilities.
The article uncovers insights into the importance of customer-centricity in digital transformation and the power of AI to deliver hyper-personalized experiences. It also highlights the importance of being data-driven and investing in AI-led automation, while aligning talent with value streams for future readiness and seamless customer experiences.
In the pursuit of digital transformation, businesses are increasingly recognizing the importance of customer-centricity. Each interaction with a customer is an opportunity to deliver unique and excellent experiences that can enhance business outcomes and revenue. Integrating customer-centricity into a company’s culture and operations is essential, guiding both business and technology strategies. With the advent of AI, hyper-personalization has become a powerful tool to further elevate customer experiences. Consequently, the primary digital strategy should focus on customer-centric innovation to create enhanced value. Enterprises are shifting towards a product-thinking mindset, emphasizing experimentation and co-creation, and leveraging platform ecosystems to foster collaboration and growth.
In the age of AI, enterprises have the potential to completely reimagine customer journeys, becoming more productive in software engineering and operations. Forrester predicts that global average customer experience will improve for the first time in three years, driven by Generative AI’s personalization capabilities. Successful enterprises will link operational drivers to customer perceptions, prioritizing both stated and unstated customer needs. To thrive, AI-first, digital-ready enterprises must operate with agility, rapid innovation, and automation, aligning their business capabilities, people, and technology ecosystems to the flow of value. This approach will help businesses meet current market demands and uncertainties, ensuring they remain competitive and customer focused.
Click here to read the full article and dive deeper into how AI and customer-centricity are shaping the future of digital transformation.
About the publication
TechCircle is a subsidiary of HT Media Limited that caters to readers across investors, entrepreneurs, startups, and tech companies. The narratives include a judicious mix of research and journalism, offering in-depth reporting and long-form feature stories, breaking news coverage, product information, and community content.
