Sathish is SVP – Product Management at SunTec. In his earlier role at SunTec, he was heading the Global Account Management. A professional services leader with 20 years of experience in the Software Product industry, Sathish is responsible for achieving highest levels of client services and satisfaction thereby deepening SunTec’s relationship with its clients globally. Sathish has previously held Senior Leadership positions in various global locations with organizations including Oracle Financial Software Services formerly i-flex solutions and CITICORP- CITIL), Kshema Technologies (now part of HP) and few others.
Exceeding customer expectations in the age of rapid digital transformation and changing market dynamics
The world is moving towards an age where customers prefer service providers who can provide them with an “end-to-end package” of solutions “in real-time” and “simplify” day-to-day life. Technology has handed customers the unprecedented power to dictate the rules in purchasing goods and services.
To survive in this rapid pace, service providers need to observe, understand and analyze the customer journey right from on boarding to service termination. It becomes imperative that service providers align their business goals and redesign functions to create value in a customer centric manner. They are compelled to rethink their strategies and move towards a converged business model, towards holistic value chain management in order to exceed the expectations of the customers.
A well-orchestrated experience across the end-to-end value chain of the customer, by eliminating silos across information pockets is the need of the hour. Organizations need to bring in agility in their processes and respond to the fast-changing requirements of the new-age customer in real-time. Information across various customer touch-points should be captured and leveraged in pre-empting customer behavior and preferences that can aid in proactively creating, both tangible and intangible, value for the customer at every point of the customer journey. Service providers need to go much beyond delivering omnichannel experiences across various touch points to personalizing these experiences to be overwhelming and compel the customers to be loyal in the relationship