CIO's Desk: Binding Experience and Operations Seamlessly

Application modernization is being triggered at two levels— one is the dynamic macro-level changes such as the COVID pandemic that has forced us to change the way we work, collaborate, and engage with customers. The other is the ever-evolving needs of customers, which are changing rapidly, and business offerings must adapt to cater on a dynamic basis. This calls for a certain level of agility to be wired into the organization so that you can deliver at speed.
At Asian Paints, we have been aggressively adopting technology and leveraged digital as a way to continuously innovate and reimagine existing business and add new means of revenue. We are transforming ourselves from a paints-only company to a world-class décor company enabled by cutting-edge digital platforms. Our latest offering is the Beautiful Homes Services, an end-to-end home décor solution. This very digital-driven business binds the entire ecosystem of contractors, interior designers, home décor brands, implementation partners, etc., to help deliver the dream home for our customers. We are bringing the power of new-age modern architectures and AI/ML to create seamless, contextual, and personalized experiences across the physical and digital touchpoints.
By virtue of being in the services space for many years, our interaction touchpoints with our customers and service partners have increased along all dimensions of length, breadth, and depth. We have been digitizing these touchpoints and using the power of data analytics to improve our service offerings. We have robust processes to pick up feedback on the experiences offered (X) at these touchpoints and continuously feed it back into the operations (O). Our effort is to keep looking for opportunities for binding the XO together and keep setting higher benchmarks for ourselves.
- The author is GM - IT, Asian Paints