Vistara: Accelerating Transformational Journeys to Offer Hyper Personalised Services to Customers with Adobe
Q: At Adobe’s Best of SUMMIT event, we discussed how experience-led growth is foundational to the success of every business. As an Adobe partner, can you share your perspective on how digital transformation is evolving as an area of priority for businesses today? Harpinder Singh: I strongly believe that to transform in the true sense, an organisation must understand the pulse of its business, ecosystem, and customers. The process of redesigning of customer journeys, products, services, and business models across the organisation can be successful only if the whole purpose of transformation is mapped directly to the creation of value.
In fact, offering an exceptional customer experience has always been at the heart of all things we do at Vistara. We have a clear vision and growth aspiration along with a roadmap for digital evolution that clearly links customer experience to value. Since most our customer journeys have significant digital intervention, the digital component forms a key part of this journey.
We are looking at CX holistically and agnostic of channels. But, the speed of transformation is slower in the civil aviation sector as it is governed by strict regulations. All activities in the industry are governed by regulations from one or more countries.
Any new process or technology change that we bring about needs to be tested from several perspectives including, but not limited to, security, safety, adoption at airports in multiple countries, passenger rights, aviation laws, scalability, etc. Q: What role has digital played in accelerating business growth for Vistara. Can you enlist some of the key challenges and opportunities that digital can help organisations address? Harpinder Singh: Before the pandemic,
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