Learn more about changes in customer experience and new ways to approach digital experience by Embitel's Digital Experience Head, Mr. Manish Narayan. Know about how Embitel is pioneering ahead in digital experience. Providing exceptional customer experience and bringing innovations in digital experience is Embitel's principal goal always. Check out this exclusive interview of Embitel's Digital Experience Head, Mr. Manish Narayan talk about Embitel's upcoming goals and changes in customer experience and digital experience.

1. What is the competitive differentiation of
Embitel when it comes to digital and
customer experience?
Embitel has long been a market leader in
implementing large scale platforms such as AEM,
AMC, etc. With the next generation of engineering
and consulting prowess, more and more customers
are now engaging with us for advice/consultation
from Day 1 of their digital transformation journey.
Embitel now not only implements and maintains the
platform of choice for clients but also helps in
building those journeys and assets which would
become the brand’s lynchpin for its GTM/BD efforts.
Manish Narayan
Head - Digital Experience

2. 1. How is Embitel enabling businesses to enhance
the customer experience on their platforms?
-We are applying modern day omnichannel experiences and targeted content marketing
which caters to our customers, brings awareness and ensures an unbroken digital journey
on any platform they choose to use for their web experience.
• Ensuring deliverables as per the project scope through – weekly summary, reports,
meetings, feedback, experience
• Creating predictability and improvements
• ITIL framework
• CMDB
• Dedicated SPOC
• TAT and resolution
• Proposing better and new best practices
• Proposing better ROI and futuristic solutions
• Cloud-based services
• Automation
• Staying focused and engaged
• Being part of their team

3. 2. What kind of measures have you taken to ensure
customer’s privacy and security?
-Information of the customer is secured in the native geography of the customer's
location. For example, AWS caters to its clients in the APAC region with their localized
instances and data is no longer stored or transmitted trans-continental. This not only
ensures higher degree of security but also maintains peak performance on large scale
usage and installs at customer locations.
• Data security and compliances
• Secured architecture approach for solutions and design
• Security tools for Managed services, development, testing, and hosting
• ISO 27000 standards
• Reports and review
• Maintaining security patches and updates
• Data access retains with customer

4. 4. What is the competitive differentiation of Embitel
when it comes to digital and customer
experience?
- Embitel has long been a market leader in implementing large scale platforms such as
AEM, AMC, etc. With the next generation of engineering and consulting prowess, more and
more customers are now engaging with us for advice/consultation from Day 1 of their
digital transformation journey.
Embitel now not only implements and maintains the platform of choice for clients but also
helps in building those journeys and assets which would become the brand’s lynchpin for
its GTM/BD efforts.
The ability of Embitel to stay involved from Day 1 and offer insights into a digital launch
and day-to-day process augmentation for clients sets it apart from its competitors.
• We are open for building new services, platforms and solutions in collaboration with
existing partners or new partners.
• We have multi-domain experience that includes front-end, back-end, cloud services,
product engineering, testing, industry-specific solutions, OEM partnerships and
automation.
3. What is your take on automation in digital
experience?
-The automation or re-use of digital experience components is vital to the conversion of
prospects who interact with brands and their products online. On the delivery front, it
ensures a consistent cross-channel experience anywhere at any time. Content that is
updated or created is delivered across every touchpoint systematically and native to that
venue of consumption for the customers.
Data is no longer siloed and is shared across publishing channels. So, each part of the
digital experience is uniform as it has a 360-degree view of the prospect and tailors the
experience accordingly. It helps in adapting to the customer at the right place and at the
right time.

5. 5. What according to you will be the trend/
technology that will rule the roost in digital
experience in 2022 and why?
-Technological advancements in Industry 4.0 were trending at one point of time. This has
already moved on to the next phase, i.e., multiple points of data collection and/or profiling
of users at the deepest level. This helps in serving experiences that are further
streamlined and have more relevance to user search and consumption of products and
services.
While unified experiences do exist, now, post-pandemic, customers would look for less
stress-bearing experiences and lesser options to choose from. The mindshare or
experience capital will have to be carefully managed and systems that reflect great
experiences but are also adept at collecting “experience” data will become more and
more relevant.
• AI
• ML
• IoT
• Security
• Cloud consolidation and optimization
• Omnichannel
• Automation
• Hybrid working environment
• Blockchain