How Tata Docomo is Making the Shift from Customer Service to Customer Experience


Tata Docomo Business Services (TDBS), an enterprise service provider of India, brought together the Industry leaders at ‘Do Big Forum’ and showcased the commitment to transform customer experiences using digital technologies.

This year, ‘Do Big Forum’, the flagship event of Tata Docomo witnessed close to 50 attendees. Chander Khanduja, CIO, Luminous Power Technologies, Vikram Jeet, VP-IT, KPMG, Ravinder Pal Singh, CIO, Tata SIA Airlines, Vivek Agarwal, Co-Founder, Square Yards, Rajesh Loomba, MD, Ecos (I) Mobility & Hospitality Pvt Ltd. attended the event along with other C-Suite leaders and decision makers from the industry.

Vishal Bhat, Vice President for Business operations – North (SME), Tata Teleservices, addressed the forum in the keynote speech and said, “We are witnessing a paradigm shift as customers today are tech-savvy, smart and make informed decisions by comparing the services and experiences available in the market. With the business ecosystem getting more digitized, businesses need to be nimble in adopting digital technologies to stay agile in contemporary competition. This will enable them to enhance their customer experience, which in turn will fuel their growth in the market. We, at Tata Docomo Business Services, understand this shift and are committed to provide innovative and advanced solutions to businesses that can help them improve their efficiency and transform their customer experience.”

With ‘Customer experience’ as the core focus, the discussion at the event revolved around the changing market dynamics, driven by customer requirements for enhanced experience and how technology can enable the same. The event also showcased various customer success stories such as Eureka Forbes, Pace Setter Business Solutions, Zicom Electronic, HUL and Tata Sky.

Every year, TDBS conducts Do Big Forums – a customer engagement/education initiative across cities, where industry stalwarts from across business verticals convene to discuss how digital technologies are being used to deliver compelling products and services, connect faster with customers, and optimize costs.

These forums are an engagement platform for our customers wherein, on a continual basis, TDBS tries to understand their challenges and provide them with relevant digital solutions. These forums help customers understand a lot more about importance of digitization, its adoption and how it can help them to become future ready. TDBS focuses on creating customized innovative solutions at an affordable cost, as per customer requirement.