In a significant step towards accelerating its digital transformation journey, Tata Sons Limited has appointed Bhaskar Roy as the Head of AI (Customer Experience) within its Group Digital and Innovation Division. This appointment underscores the Tata Group’s commitment to embedding artificial intelligence at the heart of customer experience and innovation.
Bhaskar Roy: A Veteran Leader with a Passion for Data-Led Innovation
Bhaskar brings with him more than two decades of experience at the intersection of AI, advanced analytics, customer engagement, and business transformation. His professional journey includes leadership roles at global giants such as Fractal Analytics, Accenture, Target, and Genpact, where he led impactful programs in digital strategy, predictive analytics, and customer-centric transformation.
Beyond corporate corridors, Bhaskar is also known for his contributions as a mentor and advisor in the startup and academic ecosystems, where he guides emerging talent and fosters innovation across domains. His diverse background and future-facing mindset uniquely position him to lead Tata Group’s AI-driven CX initiatives with strategic depth and operational agility.
Enabling AI-Powered Experiences Across the Tata Ecosystem
As Head of AI (CX), Bhaskar will be responsible for leading the development and implementation of cutting-edge AI solutions to improve customer experience, personalization, and digital engagement across the Tata Group’s diverse businesses. From enhancing real-time customer interactions to optimizing backend intelligence, his mandate spans both strategic foresight and technological execution.
This move marks a decisive step in Tata Sons’ broader ambition of becoming a future-ready, AI-enabled enterprise—one that blends responsible innovation with customer-centric design. Under Bhaskar’s leadership, the focus will be on creating seamless, intuitive, and intelligent customer journeys across digital channels.
Paving the Way for a Future-Ready Tata Group
The appointment of Bhaskar Roy signals Tata Sons’ strategic prioritization of AI as a core capability, not just a technology add-on. By placing AI at the center of its customer engagement strategy, the Group aims to unlock new growth levers, foster cross-business synergy, and deliver differentiated experiences to millions of customers across industries.
