Debmalyo Banerjee’s Post

Day 1 at CCW Nashville was electric! ⚡ The TCS team connected with CX innovators from global enterprises to explore bold ideas for the future of customer experience. A key highlight was our interactive workshop, featuring Andrew Sandilands, Director of Digital Care at Foxtel, and TCS experts Spandan Mahapatra, Mohit Khandelwal and Dwarakanath Jagadeesan. Foxtel’s transformation journey with TCS is a compelling example of how AI and GenAI can elevate CX while preserving human-centric principles. From GenAI-powered assistance to AR support, Foxtel is driving stickiness, advocacy, and profitability by redefining user experiences. The session showcased how TCS Connected Organization Intelligence (COI) is transforming CX by unifying data, processes, and AI for seamless customer journeys. This foundation powers Human + AI teaming, where Intelligent Choice Architectures (ICAs) expand human potential and AI amplifies judgment and creativity. The discussion also emphasized how AI is turning contact centers into value centers, driving greater advocacy, brand value, and profitability. The workshop was superbly engaging, filled with deep, thought-provoking conversations and challenging questions that made it a truly collaborative experience. If you are in Nashville, drop by for tomorrow's panel discussion on ‘The future of CX: Autonomous by design, humane by intent’ and head to booth #114 to meet TCS experts for hands-on TCS Cognix™️ demos and interesting CX discussions. #CCW2025 #TCSatCCW #GenAI Andrew Sandilands Spandan Mahapatra Mohit Khandelwal Dwarakanath Jagadeesan Ashok Pai Krishna Mohan Chandra Yallapantula Serge Perignon Samik Ghosh Murali Menon Murali J Sushant Tripathi Sandeep Singh Jasrotia Jayasudha Chaganti Ruchita Vora Amit Sheela Prakash Pote Tata Consultancy Services TCS AI & Advanced Tech