HAWK (Gozoop Group)’s Post

Transcript

I think Virat Kohli said this very beautifully that all the learnings he has done, it is only from his failures, nothing from his achievement. No, nothing better than getting a feedback right from the customers or what they like about our product and services. The important part is use their feedback, create a insight and create a right solution based on that feedback and make it as a part of our product strategy. That's exactly what we do with that our organization. Your contribution to make this entire data new journey. Fix this, OK, and we'll continue to count on you. I have a habit of collecting ideas and listening to people because every person comes with a different perspective. OK, so I would continue to look forward for your suggestion and ideas whenever you feel. Now you know our business better. So if we vote. Today we have a very distinguished guest with us, Mr. Nikhila Sopa, who was Senior Vice President and Head of Customer Service at Tata Digital, who's been instrumental in setting up multi category Omni channel customer center, customer service team over there and also the cerebral force behind Tata News Command. It's my honor to introduce you to Mr. Nicola Suppa. Welcome to Gozu. Thank you so much Brian. Thanks for inviting you have it. Thank you so much. Something that we always start with our guest is to know them better and have our viewers know who's the person behind the knee, right. So just want to understand that how this customer service happen to you and what is your driving force to be in office every Monday. So I joined the Tata group OK through TCS, Tata Consultancy Services in 98 and I was. Within a couple of years, I was sent to service one of our very big customers called General Electric GE OK in Chicago. And my role was to help the customer create or act as a bridge between the business team and the technology team, which TCS was. Developing the program and so and so forth. So that first project, OK, help me to start understanding the customer behavior, what does customer wants and so on and so forth. OK, So the seed of getting into a customer experience was shown in their time, OK, I'm talking about way back in 2000. That was, that's when I did it. Now I did several roles as a part of a client partner, what we call it as in TCS in the in the United States. And so I was managing the G relationship. Then I moved to manage one of the very big customer for TCS, Nielsen company, OK for almost 4 1/2 years. And in all this roles which I was playing OK, I was managing our customers which were TCS customers, OK. And I happen to know a lot of other customer. Requirements, expectations, OK, though they were all B2B customers, right? But that flavor of understanding and getting into that, that excitement of understanding the customer experience or understanding what the customer wants, OK, That was part of that journey which I did. Then when I returned back to India, I basically joined TCS, BPS organization, which was business process Services. Now in that, OK, we had a unit called customer service. OK. And I basically was heading that unit within TCS VPS and that started my journey to understand the B2C part of. So we used to service customers across the globe in banking, retail, hospitality, all fields, OK. Now different different types of industry verticals, different types of customers and you happen to get a lot of feedback from them, right and how to basically help their customers, our customers, customers, okay, became the phenomenon of and that started exciting me. OK, OK. What do they what how can they make the customer experience better being a part of technology companies TCS and having this flavor of understanding the customer experience and became a good forum for me to blend technology with the customer experience and give that service back to the customer stated that help a lot to your question on what motivates me to come to office on Monday. Yeah so I'll tell you in this part of my journey one of my customers back in US he used to. These are people that. How many Sundays in a year would you like to go to office on Monday? And there are 52 Sundays in a year, right? Right. If the answer is 52, that means you are lying. But if the answer is less than 35, that means you are not in the right role, right? And you should do something to basically be in a right to do that role is not for you if you don't feel excited about. Fortunately, in my last 28 years of my career, OK, I have never scored less than 35 ever in any role which I have done. Interesting. So that's, I don't know where the motivation comes from. But definitely one of The thing is you basically are part of the job where you make the customer journeys better, experience better and most importantly solve customers queries and pain and more effective. That's the driving factor. That's the driving for interesting, interesting you rightly said and if you make. The purpose is your job, right? It it then doesn't become a job. It it's just like chasing your purpose in absolutely, exactly, exactly, interesting, very interesting.