In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore how modern enterprises are transforming customer experience in a hyper-connected, AI-driven world. With over 26 years at Tata Communications, Gaurav brings deep insight into the evolution of customer interaction—from on-prem to cloud, from human-only workflows to human-AI collaboration. This conversation is packed with real-world perspective on how global enterprises are redesigning engagement, improving agent productivity, and building the next generation of intelligent CX platforms.
Key insights include:
- How AI—voice, conversational, generative, and agentic—is reshaping customer and agent journeys.
- Why enterprise CX requires unified platforms, connected data, and omnichannel orchestration.
- The cultural principles behind Tata Communications’ “whatever it takes” approach to customer obsession.
- The shift from traditional connectivity to a global digital ecosystem that spans cloud, IoT, security, media, and customer interaction fabrics.
To explore how your organization can overcome the customer journey black hole and create seamless, unified experiences, contact Tata Communications to learn more about their integrated CX platform capabilities.
