Eliminate failures leading to poor experience – bringing down customer’s interactions across all channels. Digitizing customers’ life cycle journeys to increase self-serve, therefore bring down interactions at assisted channels. Manage Experience & GTM for new system integration (BSS, OSS, FX, NMS, etc) and any product launch Continuous audit/review CLM journeys & to optimize them by digitizing & eliminating defects SOP & SLA adherence of customers’ requests (SRs, Orders, etc) Manage service communication – Enable relevant KCIs on channels, integrate them with CLM, ensure DLT registration, etc Cost optimization for managed partners by automating process Driving auto heal by ensuring data quality management across systems Readiness at Service Portal, Airtel thanks App, Touch point & GTM for everything happening in the business Tracking & reporting of relevant KPIs.