Suman’s responsibilities include designing, building and operationalising the "Inverted Pyramid" strategy to deliver world class experience to new-age customers and eliminate dependencies on traditional contact centres, ensuring preventive and proactive interventions at design and execution level as opposed to traditional reactive care, pioneering the customer experience and service design for 4G technology in India. He is currently working with network and technology teams to design processes and policies that deliver superior customer experience and partner with product teams from inception to final go-live to ensure products are designed to deliver superior customer experience at all times. He builds processes, systems, platforms and capabilities to empower customers through self care. He creates social and community care ecosystem for the always connected customers. He ensures real-time tapping and listening to customer VOC and instant resolution at transaction level and also Root Cause Fix to prevent future pain. He establishes and operates a National Command Centre to remote manage operations proactively and flawlessly