Ashish Johri, COO – Domestic Business Unit at Teleperformance in India, discusses how the nation is propelling itself as the leader in digital transformation with unmatched business growth, technology and talent
India’s digital evolution has been characterised by staggering numbers and is projected to reach $17.64 Billion by 2026. With over 1.3 billion people, India boasts one of the world’s largest digital populations. This diverse demographic is both a challenge and an opportunity for businesses who choose to embrace the digital revolution. As the pace of digitisation continues to grow, states must continue to invest in their digital infrastructurein order to stay competitive and keep up with the rapidly shifting and digitally saturated landscape. Every company must now lean on trusted partners and embrace technology-driven innovations.
Simpler, Smarter Solutions for Regional Success
Businesses are devoting significant resources to digitally revolutionise their front-end operations. In fact, 69 percent of all organisations in India identify themselves as “digital businesses;’’companies in the region are adopting digital strategies more frequently than ever. Companies that embrace digital transformation are unlocking new opportunities for success and growth, by making operations simpler, faster, safer, and more cost-effective.
However, despite these substantial investments, many businesses still struggle to deliver personalised experiences. Establishing consistency across channels and sectors is important to enhance relationships with customers and stakeholders thus elevating meaningful interactions. This can be achieved by sharing data and metrics, creating a digitally optimised ecosystem which can enable businesses to deliver a truly omnichannel experience. A seamless integrated office not only furnishes invaluable insights but also offers a panoramic view across the entire organisation. This comprehensive visibility empowers decision-makers and eradicates silos to prioritise data-driven, well-informed decisions, ultimately driving growthacross industries like Banking & Finance, Travel & Hospitality, Healthcare, Retail & Ecommerce, Technology, Telecom, Manufacturing, and others.
With an increased need for businesses to move at the speed at which customer expectations are changing, it is necessary for all departmentsto coordinate to optimise processes and augment experiences with agility. Companies across India, no matter how large or small, must establish robust back-office practices to complement the customer-facing front-office operations.
The Future of Digital Transformation is Disruptive
With the latest disruptive technologies, companies can future-proof their business and invest in key technologies such as Business Process Management (BPM), Robotic Process Automation (RPA) and Artificial Intelligence (AI),to make it easier to unify data and infuse intelligent automation. This grants predictive capabilities and an end-to-end process, empowering people, processes, and infrastructure.
In fact, AI will be equal or even bigger than the industrial revolution as India is at the forefront of AI deployment. This scale cannot be matched elsewhere given that India represents 16 percent of the AI talent pool, as per a study.
High-Tech, High-Touch approach
Workforces underpinned by such technological advancements haveresulted in the development of cutting-edge solutions such as chatbots and data analytics. These developments inspire businesses to create the one-office, improve customer experiences, and gain valuable insights from large amount of data. Tapping into these data pools can support leaders in making well-informed business decisions, boosting overall profitability and competitiveness.
It is important to note that AI tools cannot replace the human touch. The key to success with AI lies in it being used to augment human productivity, rather than substituteit. A unique blend of human empathy and technology can harness the full potential of these new emerging technologies and propel India’s digital arm.
Offering technological proficiency whilst striking a perfect balance between ‘High-Tech and High-Touch’ will support businesses in scaling up and reaching targets. With this proficiency, businesses can differentiate themselves within the market and set themselves apart from their competitors.
Leaning on Trusted Partners to Enhance Digital Transformation
Many businesses are turning to trusted partners to support them on this digital transformation journey to drive efficiencies and provide them with smarter solutions for organisational needs. Partners can now tailor the transformation process to each of their clients’ needs and invest in their success by providing them with a reliable and customised solution.
As we move further into the digital era, it is crucial for organisations to stay agile, continuously adapt to technological advancements, and prioritise becoming tech savvy. The most competitive businesses are those who harness the power of digital transformation and pave the way for a new era of innovation and productivity, where each interaction matters.
