How TCS Interactive’s Maz Nadjm leads AI-powered digital innnovation to elevate customer experiences

“It’s all about weaving social seamlessly into the value chain,” says Maz Nadjm, who leads the Global Social Media and Generative AI Practice at TCS Interactive. TCS Interactive is the digital design and innovation arm of Tata Consultancy Services, one of the largest IT services and consulting companies in the world.

Today, Nadjm works closely with Sprinklr, part of a years-long partnership that has expanded from social media management to omnichannel communication. Most recently, TCS Interactive and Sprinklr have worked together to drive CCaaS initiatives into a fully unified customer experience management (Unified-CXM) vision and to activate large language models in order to drive productivity across all customer touchpoints.

Prior to TCS, Nadjm has led social media for large enterprises, including Sky. He has been involved with and founded multiple startup ventures, including social media agencies and SaaS startups. He’s also worked in the consulting and agency space, which included heading up social media for the Ogilvy Group.

Tell us about TCS

In this colossal technology playground, we get to move fast, innovate and collaborate with some of the brightest minds in tech. The thrill of turning ideas into fast-paced innovation is something that sets TCS apart.

What's truly special is the longevity of our client relationships – some spanning over 15-20 years! It's not just business; it's about maintaining trust, fostering relationships, and delivering top-notch service. We take pride in being the trusted pair of hands our clients can rely on.

Imagine the scale: with a workforce of over 600,000, we're serving customers all around the globe. It's not just a job; it's a journey of making an impact on a massive scale.

In your opinion, what are the key benefits or advantages to partnering with Sprinklr?

Partnering with Sprinklr comes with a host of key benefits. First off, Sprinklr isn't just a solution – it's an end-to-end powerhouse, one of the largest globally. Its reputation for quality, cutting-edge technology and reliable delivery makes it a natural choice for collaboration.

Learning from our partners is a crucial aspect of growth, and with Sprinklr, we're not just gaining a tool; we're tapping into a wealth of knowledge. This partnership allows us to leverage our capabilities around Sprinklr, aligning with and serving our customers' ambitions seamlessly. It's not just a collaboration; it's a strategic move that propels both parties toward success.

Which features or aspects of Sprinklr’s solution has impressed you the most?

Zooming in on a specific feature of Sprinklr is a challenge, and here's why: they've invested comprehensively in their end-to-end solution. While some tech providers focus on specific areas, Sprinklr has taken a more holistic approach – from technology and roadmap to overall investment.

It's not just about having a feature; it's about the entire experience and understanding of the end-to-end journey. This reflects in how they seamlessly integrate it into their roadmaps.

Additionally, with the recent introduction of GenAI into their solution, we can clearly see the benefits this brings to our customers.

What have you achieved as a result of partnering with Sprinklr?

Together, we're not just offering creative solutions and technology, but a deeper understanding of customer needs. This has been key to our ongoing success, and it shows in the real value we deliver to our clients. It all starts with insights, not just data. This collaboration has proven to be a win-win relationship, providing excellence in customer service and adept problem-solving.