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My Remarkable Journey at Airtel

During my tenure at Airtel, I undertook a transformative role where I spearheaded the development of an Omnichannel Intelligence Platform. This platform was instrumental in shaping consistent and delightful experiences for Airtel's extensive customer base, which exceeded 135 million individuals in the B2C sector.

One of my key achievements was the enhancement of customer support channels, both digital (including IVR, mobile app, and web) and assisted (comprising call centers, email, social media, and physical stores), with near-real-time intelligence. This initiative aimed to hyper-personalize interactions and engagements for our vast customer community.

To empower this initiative, I harnessed the potential of common platforms such as Billing, CRM, CDP, CLM, and Payment Platforms. This integration enabled the creation of a comprehensive 360-degree customer view, fostering empathy among our field agents as they served more than 7 million customers with unparalleled quality assistance.

The impact of this solution was so significant that it was subsequently leveraged in the B2B product realm as "Airtel-iQ," a customer 360 contact center solution.

My responsibilities extended beyond implementation; I was also entrusted with crafting yearly product roadmaps, devising product strategies, and developing Go-To-Market (GTM) plans. Additionally, I played a pivotal role in overseeing the delivery of essential capabilities and features.

One of my significant achievements was facilitating seamless real-time intelligence sharing and integrations across various channels and platforms through standardized APIs.

I was also at the forefront of Airtel's digital transformation efforts, harnessing the power of Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) solutions on Google Cloud Platform (GCP). This strategic move was aimed at achieving the scalability of Airtel's Telco IT Systems, ushering in a new era of agility and efficiency.

Collaborating closely with cross functional business stakeholders, I gained invaluable insights into product performance. This collaborative approach allowed me to refine customer journeys, requirements, and tackle significant challenges holistically.

Working seamlessly with our engineering team in an Agile Environment (Scrum setup), I took an active role in deploying releases and addressing bugs based on impact and prioritization calls, ensuring the ongoing success of our projects.

In summary, my journey at Airtel was marked by a series of transformative initiatives that enhanced customer experiences, drove innovation, and propelled Airtel's digital transformation forward, all while fostering collaboration and delivering tangible results.

Outcomes

The endeavours undertaken during my time at Airtel yielded remarkable outcomes, shaping the company's trajectory and enhancing customer experiences:

1. Self-Serve Excellence: By focusing on the North Star Metric, we achieved a significant improvement, elevating the self-serve rate from 94.5% to a remarkable 95.8%. This accomplishment had a profound impact on the 135 million monthly active users, ensuring a seamless and efficient customer journey.

2. Efficiency and Cost Savings: Our efforts resulted in a 14% reduction in the call transfer rate for prepaid customers, equating to an annual savings of Rs 2.3 Crore. This not only enhanced operational efficiency but also contributed to significant cost optimisation.

3. Enhanced Language Support: In a bid to improve inclusivity and customer experience, we allocated Native language advisors to serve 1.4 million Black Customers within the Premium Segment. This thoughtful approach created a more personalised and relatable interaction for these valued customers.

4. Personalised Plans for Optimized Revenue: We introduced personalized recommended plans, driving Average Revenue Per User (ARPU) optimization. This tailored approach not only met individual customer needs but also positively impacted Airtel's bottom line.

5. High-Value Customer Recognition: Our data-driven approach identified 5.2 million High-Value Customers, allowing us to provide them with a premium and quality experience. This strategic segmentation facilitated upselling of premium plans, further bolstering revenue streams.

6. Innovations with Google Cloud Platform (GCP): Our Proof of Concept (POC) initiatives with GCP, including CC Advisor Stack Ranking, User Intent Prediction, and Application Modernisation for Omnichannel and Customer 360 View, unleashed the power of data and AI to enhance decision-making. These initiatives laid the foundation for a more intelligent and data-driven organisation.

These outcomes reflect not only the tangible benefits to Airtel's business but also the profound impact on the lives of millions of customers. They underscore the effectiveness of our strategic initiatives in creating a more efficient, customer-centric, and data-savvy organisation, poised for continued growth and success.

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