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Introduction to the Customer Centricity Office (CCO)
The Customer Centricity Office (CCO) is Tech Mahindra’s central command for proactive customer experience management, focused on preventing escalations, resolving critical issues, amplifying customer voice, and embedding a true ‘Customer First’ culture across the organization.
MoreThe Customer Centricity Office (CCO) is Tech Mahindra’s central command for proactive customer experience management, focused on preventing escalations, resolving critical issues, amplifying customer voice, and embedding a true ‘Customer First’ culture across the organization.
The CCO operates as a centralized, unified function across all clusters and geographies at Tech Mahindra, established to monitor, manage, and resolve customer escalations proactively and effectively, both pre‑ and post‑occurrence. It serves as a non‑intrusive, 24x7 ‘pro‑ambulance’ support function, working closely with delivery, sales, and support teams to drive positive customer outcomes without disrupting ongoing account operations.
As part of Tech Mahindra’s customer-centric initiatives, we are committed to delivering accessible and inclusive experiences for all customers. Through dedicated measures, we have also implemented strategies and support mechanisms to enhance accessibility, responsiveness, and service quality for senior citizens and persons with disabilities.
LessOur Mission
Placing customers at the heart of every decision we make by deeply understanding their evolving needs, exceeding expectations, and building trusted, long-term relationships that drive mutual success and sustained value creation. We are committed to delivering experiences that are not only efficient and reliable but also genuinely impactful for our customers' businesses.
Pillars of Customer Centricity
Understanding the Customer
Continuously gather insights to anticipate customer needs and deliver relevant, timely solutions.
Responsiveness
Address customer feedback and concerns promptly and effectively.
Consistency
Deliver a seamless and reliable experience across all channels and touchpoints.
Value Creation
Focus on outcomes that create measurable business value that enhances the customer’s life.
Building Trust
Operate with transparency, honesty, and integrity to earn and sustain customer confidence.
Customer Accessibility & Inclusion
Provide accessible and inclusive customer experiences that enable all customers, including senior citizens and persons with disabilities, to engage effectively and receive appropriate support. For Senior Citizens/elderly and Persons with Disabilities, please email us at accessibilitysupport@techmahindra.com. We will respond to your enquiries within 24 hours.
Message from the Chief Customer Officer
"We are building an organization where customer centricity is not a goal, but a defining force—driven by our Customer Centricity Office to power sustained innovation, trust and growth.”
Sandeep Chandna,
Chief Customer Officer, Tech Mahindra
Let our CCO team address your concerns promptly
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