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How Cloud Computing Is Critical to Transforming the Customer Experience


Satishchandra Doreswamy
Vice President & Global Head, Cloud Infrastructure, TCS
Krishnan Ramanujam
President, Service Line
Prabhakar Karamsetty
Global Head, Quality Engineering & Transformation
29 September 2019

Data has become critical enterprise asset in  in today’s modern digital enterprise. “Data Literacy” allows businesses to understand their customers need better and develop and deliver the personalized goods and services those customers demand (and deserve) faster and more economical. A leading IT advisory predicts that by 2022, 90% of corporate strategies will explicitly mention information as a critical enterprise asset and analytics as an essential competency Data feed the advanced technologies – artificial intelligence (AI), machine learning, and advanced analytics – that help intelligently automate business processes and are foundational to digital transformation efforts. Data links stakeholders in digital ecosystems, helps businesses improve their operations, and turns into top-and-bottom line revenue and savings.

Given that, it’s no surprise that companies are collecting more data than ever before, and it’s even less surprising that in 2018 for the first time businesses spent more on cloud-based infrastructure than they did on traditional on-premise IT infrastructures.

What is the reason for this shift? To leverage all that data, to feed those advanced technologies so that they can learn and become smarter, requires vast storage resources and enormous compute power. Being able to tap into the almost unlimited compute power offered by the cloud allows enterprises to transform their businesses and reinvent the customer experiences they offer for the digital age.

Convergence of data, cloud and analytics technologies has set the stage for data driven digital revolution. In our view, digital transformation – and the interactive, personalized, dynamic customer experience it produces – is not possible without adopting “cloud first” approach. Also it is important that customers do not formulate their cloud strategy in silo rather they should evolve their cloud strategy which complements their data driven digital transformation journey. 

Toyota Creates a Mobile Ecosystem Enabled by the Cloud

Toyota is a case in point. This year, Zack Hicks was named Toyota’s first Chief Digital Officer, leading its new Digital Transformation & Mobility unit. Creating a connected car ecosystem, centered around the data generated and collected from vehicles, has enabled Toyota to reimagine the customer experience. For example, Hicks imagines a person getting into her car in the morning and the car telling the driver she’s forgotten her phone and asking if she wants to go get it. Or, if the car is connected to the person’s calendar, the car can tell the person she’s going to be late to her eight o’clock meeting and – if the driver opts in – set up a Skype call so she can join.

And the ecosystem goes beyond any specific, personal car. Toyota has an ecosystem partner in Hawaii that allows a traveler to land, download an app, and reserve a car in a lot, through their phone, for any period of time the traveler requires. The phone becomes a digital key to operate the car. And, once the car learns a passenger’s regular routes, and knows that he likes Mexican food, it can suggest restaurants along the route he might like, as well as how many passengers are in the car (by knowing how many seat belts are buckled) and make reservations at that restaurant for the whole party.

Hick Says “We used to have to buy technology from large legacy companies, and it would take years to implement, and, therefore, extract value from them. Now, with cloud computing… you can work faster and more iteratively” 

All this is possible, says Hicks, thanks to cloud computing.

Clearly, Toyota’s connected car initiative requires both enormous volumes of data and a tremendous amount of compute power. And that’s why the company – like many others – has gone all in on cloud.

As business transform from traditional state to digital, “data literacy “will become essential competency for enterprises. The success of data driven digital transformation calls upon enterprises to look beyond traditional infrastructure approach. Cloud technologies with its vast agile compute resource coupled with MFDM (Machine First Delivery Model) without any geographical and time barrier offers required tools and solution to enterprises embarking upon data driven digital transformation.

Satischandra Doreswamy, Vice President and Global Head of Cloud Infrastructure at TCS, is co-author of “Cloud Computing: The Essential Platform for a Machine-First Digital Transformation” in the TCS Perspectives management journal.

About the author(s)
Satishchandra Doreswamy
Vice President & Global Head, Cloud Infrastructure, TCS

Satishchandra Doreswamy is Vice President & Global Head, Cloud Infrastructure, at Tata Consultancy Services (TCS). In this role, Satish leads the team in building a sustainable and scalable enterprise cloud business to help TCS customers navigate their hybrid cloud transformation journey.

Satish leads a strong team of cloud infrastructure experts to address and stay ahead of the rising market demand, advising them on the best ways to help customers achieve digital transformation success through cloud enablement. Satish is recognized for helping the team gain significant market share and mind share globally, all through leveraging TCS’ contextual knowledge, gained through customer engagements. Under his leadership, the team expanded its global presence with 14 availability zones (cloud centers).

Satish has about 29 years of experience, providing leadership across strategy, sales, delivery operations, business management, and mergers & acquisitions. Satish has been with TCS for more than 25 years, working in infrastructure services, banking, and financial services and BPO operations.

He currently resides in Bangalore, India with his wife and two children. Outside of work, Satish is an avid nature and wildlife photographer and spends his leisure time in nature trails and participating in philanthropic activities.

Krishnan Ramanujam
President, Service Line

Krishnan Ramanujam is currently the President and Head of Business & Technology Services in TCS. He leads Consulting and Service Integration, Cognitive Business Operations and Digital Transformation Services globally. Krishnan drives forward the vision, direction and go-to-market strategy for TCS’ Services Lines. In addition to fostering the development of new services and solutions, he also guides the complex global transformation initiatives for the world’s leading enterprises.

He also drives growth and profitability for companies by spearheading and leading their evolution to next generation, agile operating models and transform business functions. Krishnan has successfully positioned TCS as the industry’s leading expert in enterprise transformations by developing and leveraging best-in-class experts and offerings in Design Thinking, Consulting, Cloud, IoT, AI, Analytics and Enterprise Applications.

In addition to helping TCS’ clients transform their businesses, Krishnan is focused on transitioning TCS to be fully agile by 2020 – upskilling and reskilling thousands of employees, building collaborative workspaces, enhancing the management of contracts and partnerships and improving customer service.

Krishnan has been a part of TCS for the past 28 years, and has rich experience in business and technology consulting. He has held several key leadership positions such as the global Head of Consulting Enterprise Solutions, Chief Operating Officer of TCS Financial Solutions, Director for the State Bank of India Group Core Banking Program, and head of TCS’s Global e-Commerce & Enterprise Application Integration practice. He also had a brief stint with Tata Internet Services as its Chief Technology Officer.

Krishnan joined TCS in 1991 after completing his Master’s degree in Electrical and Computer Engineering form the Rose-Hulman Institute of Technology, Indiana, USA. He also holds Bachelor’s degree in Instrumentation and Control Engineering from The Government College of Technology, Coimbatore, India. Krishnan is an excellent speaker and as a thought leader, he speaks in global conferences and actively interacts and shapes opinion among industry analysts.

Krishnan lives in Mumbai, India with his wife and two daughters. An avid reader, he enjoys non-fiction books, music, movies and tennis, and is passionate about promoting education in India’s rural communities.

Prabhakar Karamsetty
Global Head, Quality Engineering & Transformation

Prabhakar Karamsetty is the Global Head, Quality Engineering & Transformation (QET) Unit at Tata Consultancy Services (TCS). In this role, Prabhakar focuses on how to bring the highest Quality Engineering and Testing solutions for various TCS customers across multiple business verticals and geographies.

Prabhakar works closely with his team of engineering experts to offer customers a comprehensive portfolio of AI & machine learning powered services spanning the entire Quality Engineering value cycle - including consulting and advisory, testing services implementation, and managed services for test environment and test data management. He is also in charge of helping global clients address their business, quality and risk management challenges.

Prabhakar has over 22 years of experience at TCS, working in various international roles across engineering, program management, software development and assurance services. He has had an integral part in customer acquisition for TCS and has supported many large, strategic deals within the organization. Prior to his current role, Prabhakar has worked across other strategic portfolios within TCS including Head, Assurance Services (UK, Europe, India), Practice Manager, Assurance Services (UK, India), Program Manager (US) and more.

He currently resides in London with his wife and 2 daughters. Outside of work, Prabhakar has interest in travel exploring few new places every year.