The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen - Tata Communications

Watch host Christopher Carey sit down with Gaurav Anand, VP and Head of Customer Interaction Suite at Tata Communications, to explore one of the most pressing challenges in modern CX - the customer journey black hole. As enterprises strive to deliver seamless, personalized engagement across channels, Gaurav explains how data silos, disconnected systems, and inconsistent experiences threaten customer loyalty and brand value. Tune in as they discuss how unifying CPaaS and CCaaS under one intelligent platform can turn friction into fluidity and elevate the total customer experience.

Key discussion highlights:

• Why customer data “disappears” - how fragmented touchpoints and siloed systems create inconsistent experiences.
• The power of platform unification - merging CPaaS and CCaaS to enable omni-channel orchestration and seamless AI-to-human handoffs.
• Real-world ROI - from a 25% improvement in campaign conversions to a 45% drop in return-to-origin orders, unified CX delivers measurable impact.
• The road ahead - how predictive, personalized, and proactive engagement will define the next frontier of total experience.