In a strategic move to strengthen its position as an AI-first enterprise, Tata Sons has appointed Bhaskar Roy as the Head of AI for Customer Experience within its Group Digital and Innovation division. The seasoned leader brings over two decades of expertise spanning AI, advanced analytics, and customer-centric transformation—a combination that aligns perfectly with the conglomerate’s future-focused ambitions.

Bhaskar Roy arrives at Tata after leading ambitious AI and analytics initiatives at global firms including Fractal Analytics, Accenture, Target, and Genpact. His portfolio includes implementing predictive models, building data-driven platforms, and deploying personalization engines aimed at enhancing customer satisfaction and operational efficiency. At Tata Sons, he will spearhead cross-business AI programs designed to elevate digital engagements across consumer-facing brands.

An alumnus of Jadavpur University and the Indian Institute of Management Ahmedabad, Roy is also deeply involved in India’s innovation ecosystem. Since April 2022, he has contributed as a mentor with the Wadhwani Foundation’s National Entrepreneurship Network, and he advises student-led startups through the IIT Madras Entrepreneurship Cell. His engagement with academia and emerging ventures is expected to enrich Tata’s efforts in fostering innovation and responsible AI adoption.

Tata Sons’ decision to elevate AI under Roy’s leadership reflects a broader trend: conglomerates moving beyond experimentation to embed intelligence into every facet of customer interaction. From conversational chatbots across its digital services to personalized product recommendations and real-time engagement analytics, Tata aims to harness AI that is both scalable and ethically sound. Roy’s mandate extends to designing systems that leverage cloud infrastructure, machine learning models, and customer data in a secure, private, and GDPR-aligned manner.

Industry analysts note that Roy’s arrival marks a meaningful pivot in Tata’s digital strategy. While many Indian businesses are accelerating their AI roadmap, few combine transformative potential with a legacy of data governance and change leadership. Roy’s mix of corporate and entrepreneurial insights positions him to lead initiatives that balance agility with scale.

Looking ahead, Tata Sons is expected to deploy Roy’s expertise across its group entities—from Tata Motors and Tata Steel to Tata Consultancy Services and Tata CliQ—initiating pilot projects focused on enhancing customer engagement, automating support workflows, and improving Net Promoter Scores. Roy will report to the Group Digital and Innovation leadership council, collaborating closely with IT heads and business leaders to rollout conversational AI platforms, recommendation engines, and customer journey analytics.

Bhaskar Roy’s appointment signals a critical inflection point—not just for Tata, but for corporate India’s AI maturity curve. By entrusting AI-driven customer experience to a leader with both domain depth and transformational vision, Tata Sons is taking a major step toward embedding ethical, intelligent, and personalized engagement in its brand DNA.