Rajesh Gopinathan, chief executive officer and managing director of Tata Consultancy Services Ltd., attends an earnings announcement news conference in Mumbai. (Photographer: Dhiraj Singh/Bloomberg)

TCS Sees Opportunity As E-Commerce Industry Shifts Focus To Customer Experience

India’s largest software services provider Tata Consultancy Services Ltd. sees an opportunity in providing better solutions to e-commerce companies as the focus shifts from pricing to customer experience.

The shift in the traditional e-commerce delivery chain is not a worry, Rajesh Gopinathan, who completed a year as the Chief Executive Officer, told BloombergQuint in an interview. Instead, that’s a scope to grow, he said.

The value proposition for e-commerce has shifted from price to customer experience. A few years ago, price was the deciding factor for e-commerce brands, Gopinathan said. The focus is now on the longevity and technological capabilities of the products being sold. For instance, while people would earlier go for the cheapest television, they now look for one which connects with the rest of their devices, he said.

TCS has assisted brands like Best Buy and The Home Depot through such transformations, he said. It received a similar project from Marks & Spencer.

Here’s the full conversation.