Published on June 11, 2025
Tata AIG, with the aim of enhancing customer experience and providing peace of mind for customers, is working on improving its Call Centre training modules and thus enhancing the skills of its outsourced partner employees. In this respect, Tata AIG was keen to understand how other Tata companies identify, design, and deliver training modules to provide a consistent customer experience. To assist Tata AIG in its improvement endeavours, in a TBExG-facilitated interaction, Malpadevi Maharana, EVP & National Head - Operations and Customer Service, Tata AIG, and Anith Paul, Head Customer Retentions, Tata AIG, visited Titan Bangalore for a day-long detailed interaction with the teams there.
Led by Kalyani Seshadri, Head - National Customer Experience & Engagement, Tanishq, the two teams discussed an array of subjects pertaining to customer experience, omni-channel, and training of outsourced employees. Following these interactions, Tata AIG was able to take back key learnings on building 'a culture of service,' rapid learning, KPIs/customer metrics to track digital brand health, a Governance Model for optimisation of online leads, the use of audits to identify learning gaps, and the importance of an intervention at each point across the customer journey map.
The interaction also proved to be enlightening for the Titan team. Post-session, Titan aims to continue the discussion with Tata AIG to strengthen its 'Personal Shopper Programme,' the handling of HNI customers, and its Data Enrichment process.
Verbatim
Customer experience is central to Tanishq, and our exchange with Tata AIG offered valuable insights into HNI engagement. The shared best practices highlighted key similarities and revealed strategies we can adapt in both businesses within their respective avenues. Such open cross-learnings are vital in building businesses that are truly customer-centric, together & I personally look forward to partaking in more such sessions.
— Kalyani Seshadri, Head - National Customer Experience & Engagement, TanishqVisiting Titan office not only gave us exposure to learn some of their best practices but also opened up avenues for both teams to explore business opportunities that could benefit both the organisations. Both the teams look forward to co-create some great experiences for our customers
— Anith Paul, Head Customer Retentions, Tata AIG