Digital infrastructure today is the backbone of enterprise transformation and growth. Optimized and effective digital tools are increasingly the deciding factor between a company powering ahead or withering away.
Get it right and you can make smarter decisions that drive a flywheel of employee satisfaction and customer loyalty. Get it wrong and the result is frustration, failure and falling behind the competition.
But as organizations look to modernize their technology stack, it’s critical they find the right partner to help their transformation efforts. This partner can help map out the road forward, optimizing existing systems and applications as well as building and deploying future ones.
“Having managed multiple vendor relationships and partnerships in my career, I believe the key lies in aligning with partners who share your long-term vision,” comments Vipin Kalra, an engineering leader with more than two decades of experience in the technology industry.
The human factor
What’s surprising is that a successful partnership is not about tech alone. It’s just as much, if not more, about the people you work with, and the deep, trusted relationships you strike up with them. And this human factor is where too many customer-vendor transformation programs fail.
“In our experience,” says Dino Trevisani, SVP and Head of Americas region at Tata Communications, “enterprise customers often tell us about a familiar pattern. A large system integrator or consultancy has responded to their digital transformation challenge with a cookie-cutter approach that doesn’t fit their individual needs. Or even worse, the customer felt disregarded by a complacent vendor who hasn’t taken the time and effort to truly understand their situation.”
A recent report from analyst firm Omdia provides additional evidence for this discontent. It found that satisfaction ratings are much lower for enterprises that work on network transformation programs with global SIs (scoring 6.32 out of 10) than with global telcos (scoring 7.00).
It’s a dynamic that Tata Communications is determined to challenge, as it shakes up the North American market. With a resolutely customer-centric mindset, it’s rewriting the rules of digital transformation to prioritize deep engagement and tailored solutions.
The secret to meaningful change
“Our approach is very different to other vendors out there,” says Trevisani. The Tata Communications team spends time getting to know a customer’s organization, learning what makes it tick, and aligning on what it wants to accomplish. It’s the exact opposite of the generic blueprint that has frustrated so many CIOs in the past.
“Every enterprise has its own DNA, its own challenges, and its own aspirations for the future,” Trevisani continues. “Our belief is that it’s impossible to deliver meaningful change for an organization without understanding those unique characteristics.”
This commitment to personalization can be seen in the deep collaborative partnerships Tata Communications has built with US customers across sectors from manufacturing to financial services. That doesn’t just help them transform – it allows them to lead.
“We engage in genuine co-creation with these organizations,” says Raj Purkayastha, Tata Communications’ Head of Pre Sales and Strategy, Americas. “That starts with extensive dialogue about the risks and opportunities they face. After carefully analyzing a customer’s current IT environment and future goals, our team can then move at pace to develop custom-built solutions that precisely match their needs.”
Why listening matters
Through this process, customers feel seen and heard. For a customer like Kirk Joubert, SVP Head of Network Services & Communications at financial services firm Corebridge Financial, that in-depth level of understanding is key. “I like to engage with vendors that are a little bit more specialized in my area, instead of generic,” he admits. “Because often those more generic vendors say they understand, but they really don’t in many cases.”
Waliur Rahman, a technology advisor to C-suite leaders who has worked as a CIO and CTO, emphasized the importance of adaptability. “We look for partners who are flexible, and that’s where Tata Communications comes in,” he says. “It’s about putting together a solution that is right for the customer, with a flexible partner who understands the customer’s corporate vision and their risk appetite.”
Done right, the result is improved technology capabilities that help customers be more agile and resilient. By combining technical expertise with a more human-centered approach, Tata Communications shows that digital transformation doesn’t have to be one-size-fits-all.
Listening is an often overlooked skill in business. But in a world where digital infrastructure shapes an enterprise’s fate, the difference between success and failure often lies in how well your partner understands you.
To learn more, visit Tata Communications’ website.
Read More from This Article: Digital partnership with a human touch
Source: News