[Exclusive Interview] This Is How Eureka Forbes Is Leveraging Technology For Delighting Customers

Recently, we interacted with Shubham Srivastava, Chief Product and Technology Officer, Eureka Forbes Ltd, and asked his views on handling technology for a multi-product, consumer-centric brand. Here are the interview highlights:

• Tell us more about your role in Eureka Forbes?

I would be leading the digital charter at Eureka Forbes on Product, Data & Technology. Would be building a customer centric agile digital platform at the core driving high growth and innovations.

• What are the technology gaps that you would like to bridge as a CTO?

My understanding is the digital landscape has to solve some of the generic industry tech challenges and arent only specific to us

• Inconsistent user experience
• Lack of structured data strategy across customer experience & operations
• Challenges in converging complex sales and service journeys
• Complexity to integrate newer technology
• Tedious integrations across enterprise systems
• Lack of enterprise wide operating model & structure to streamline and prioritise work streams
• Cyber and data security maturity
• Availability challenges

• How do you plan to address customer pain points on post sales cum servicing?

Most important aspect of customer engagement is skewed towards post sales experience. As an industry wide problem there is a complete post sales customer experience piece which is untapped and unfortunately is only limited to post sales service alone. From a digital product and data standpoint post sales consumer journey would be a part of the overall customer experience platform where consumers can be engaged with various journeys & data points inclusive of servicing but not limited to.

Some of our digital initiatives would lead into  

• Enabling consumers on the EFL experience platform on post sales lifecycle inclusive of engagement on servicing, performance, upgrade etc.
• Enabling our field professionals with inter connected digital workflows fulfilling servicing, upgrade and other consumer device workflows  

• What would be the role of technology, data science at Eureka Forbes in the coming months? Will EFL invest more in technology? Could you elaborate?

Technology will be the frontrunner in building a high growth customer centric business. Digital platforms will evolve, drive scale and innovation at EurekaForbes. 

Data science will be a horizontal platform to our transformations. Some of the areas we would look at data science to solve will be around supply chain optimizations, personalized digital experience to end customers, predictive diagnostics to reduce maintenance cost and increase longevity of devices. 

• What are the future plans? Any new technology you would like to introduce in the new year?

Future plans revolve around building platform lead digital capabilities. We are looking to build large scale big data and data science capabilities while also building full stack capabilities on digital applications. With the advent of conversational language models on Open AI accessible with enterprises we are looking for various use cases to be solved with GPT-3.5, Codex, and DALL•E 2 which essentially fastens our bootstrap.