“Our vision is to create a customer-first ecosystem that offers a unified experience that helps foster deeper relationships with our stakeholders. With cutting-edge digital and AI tools, extensive skills training, and unwavering commitment to transformation, we want to shape the future of customer experience.” Nyrika Holkar, Executive Director, Godrej Enterprise Group
“GEG is transitioning from a multichannel to a seamless omnichannel strategy, creating a unified ecosystem where personalization, operational efficiency, and AI-powered insights redefine the customer experience.” Vijay Balakrishnan, Chief Digital & Information Officer, GEG
The Godrej Enterprises Group (GEG), a leading diversified engineering and design-led conglomerate, is transforming customer experience across products, solutions and services by anchoring the customer journey firmly in a digital-first environment to drive sustainable growth across its businesses.
To achieve a seamless customer experience across its businesses, the design-led engineering group has earmarked an investment of over ₹1,200+ crore towards investing in new digital solutions and technology platforms over the next 3-5 years, including strategic digital platforms, AI, and generative AI technologies across business units.
Nyrika Holkar, Executive Director, Godrej Enterprise Group, said, “With a consumer base of over 1.1 billion, we are committed to redefining how customers interact with us. Our vision is to create a customer-first ecosystem that offers a unified experience that helps foster deeper relationships with our stakeholders. With cutting-edge digital and AI tools, extensive skills training, and unwavering commitment to transformation, we want to shape the future of customer experience.”
The GEG customer experience roadmap was recently unveiled at a Digital Conclave hosted at the GEG headquarters in Mumbai. Business leaders from both within the company and the industry came together to discuss how digital integration and customer-first strategies are shaping the future of business, as well as the importance of strategic partnerships for faster implementation.
The first step towards the transformation is focusing on a ‘one-customer’ view that brings all customer interactions across businesses into a single database. Key initiatives like unique customer IDs and Service Transformation Program will help drive a unified customer experience.
Integrating this approach with advanced data analytics to map best practices in service, plan for product development strategies and allow a deeper understanding of the global needs of the market. The introduction of AI into customer service promises to be a game changer in customer experience from response timelines to resource efficiency. At Interio furniture outlets – offline and online -, generative AI based chatbots will guide our customers through their product selection journey in a more optimal manner.
Vijay Balakrishnan, Chief Digital & Information Officer, said, “GEG is transitioning from a multichannel to a seamless omnichannel strategy, creating a unified ecosystem where personalization, operational efficiency, and AI-powered insights redefine the customer experience. We are also expanding its e-commerce footprint, to cater to digitally savvy consumers while refining service operations for a smooth post-purchase experience.”
To achieve its digital transformation goals, GEG is focused on enhancing organizational capabilities and elevating employee skills, with over 600,000 hours of training planned across key functions such as sales, service, marketing, and enabling areas like finance, legal, HR, IT, product design, and testing. This initiative ensures that employees not only stay relevant in the digital era but also experience continuous growth and development. This commitment to upskilling is a critical part of GEG’s broader digital transformation journey.
