>> Good afternoon from Vegas, guys and gals. We're so happy that you're with us. This is theCUBE live at AWS re:Invent '22. This is our third day of coverage. We started Monday night, so we're counting that as day one. Loads of conversations we've had already. We know that you know that 'cause you've been watching. I'm here with Dave Vellante. Dave, great to be here with you with somewhere between 50,000 and 70,000 people. And we're excited for our next conversation. We've got two folks joining us who are new to theCUBE, soon will be alumni. Milan Bhatt joins us, the president and head of Cloud at Hexaware. And Nikhil Date, the Director of Engineering and Application Services at Domestic & General. Guys, welcome to the program. >> Thank you >> Thanks for having us. >> So Domestic & General, or D&G, is a customer of Hexaware, but Milan, we want to start with you. Give the audience an overview of Hexaware. What do you do? What's the business model? >> Yeah. So, Hexaware is a technology services company. We are a global partner of AWS, and essentially, we help customers like Domestic & General, you know, accelerate their digital transformation journeys. We like to think of ourselves as a billion dollar startup. And like Amazon, it is always day one at Hexaware. And, you know, I look forward to the conversation, but any company in the world that is looking at cloud-led digital transformation, they have to put Hexaware on the consideration list. Because, you know, not only do we work with a lot of customers, analysts like Gartner, they have rated us as a visionary in helping customers become, you know, digitally enabled, bring better customer experience to their end customers. >> Excellent. Well, we're glad to feature Hexaware on the program. >> Milan: Thank you. >> Nikhil let's bring you into the conversation. Talk to the audience about Domestic & General. What kind of business is it? What's the business model? >> Sure, thank you. So we are, you know, 110-year-old business, right? I mean, we started insuring sheep in Australia, if you believe it, you know, which is quite an origin story. But at the moment, you know, the primary business is keeping our customers world running. So what do I mean by that? We protect in warranty and out-of-warranty care for domestic appliances. You know, TVs, boilers, refrigerators, washing machines, that kind of thing. But we are also a B2B company in the sense that, you know, you might think you are getting a warranty from some of our biggest customers, like Whirlpool or, you know, Bosch, Siemens, or Samsung, but actually it's D&G at the back trying to administer that for you. So, you know, we are in 13 countries. Just launched in the US last year, but big plans. >> So it's really interesting because we all have appliances, and we can relate to, especially, you know pre or post-pandemic, how difficult it is to get service. So you're kind of like, in a way, you've got to build a digital platform like Uber, connecting drivers and passengers, right? And so you've got the supply of individuals who know how to fix stuff, right? And you want to make it as easy as possible for the customer. So was that the genesis of this digital transformation? Can you talk about those business drivers? >> It was, actually, and it's a fantastic point, because trying to become a platform business is what this journey has been all about for us, right? I think, you know, we are a pioneer in what we consider the subscription model. So customers pay a small amount per month as opposed to a big lump sum amount that they have to pay at the point you buy the appliance. And importantly, you can actually buy our product to pay in installments at the point something breaks down. So it's not just something that you buy at the point of sale or at the point you try to register. You can buy it at any time. And the goal really is to have warranty in a box that you can take anywhere, you know, anywhere in the world. So, you know, but it's a great point. Digital transformation is what it is all about. >> And there is a real lack right now of qualified technicians. >> That's right. >> Is there anything within the platform to incent those individuals to participate in your business? >> You know, this is what we consider a multi-tier approach. I think at the moment, the service that we offer is largely top tier, right? So we will get you an engineer that is certified by the manufacturer with the manufacturer warranty. And it's a no fix, no fee model, you know? So, you know, we guarantee either to repair or replace the appliance, you know? That's the model. But you are right, I think in the future stage would be, you know, why wouldn't we want to have anybody who's got the right skills to come in and work off the platform? Absolutely right. >> Nikhil, talk about, you said this is a legacy business, been around for quite some time. You've been there for not quite two years. What drew you to the organization? And where were they in their digital transformation journey? Because I always think legacy companies, this a big challenge, and it's cultural challenge to really transform, but companies these days have no choice. >> Again, a fantastic point, right? I think some of the, you know, 110-year-old business, right? And some of the tech, you would be forgiven for thinking it's that old. But the assets that we had are our people, right? Who are really passionate about the business. And I think what we had to do is to find a partner that can upskill the tech, but also upskill the people at the same time and upskill the delivery model, right? So we've a very traditional left-to-right waterfall, you know, planet first, big upfront planning, and then deliver kind of organization. And by working with a partner such as Hexaware and embracing cloud, because, you know, our first and our go-to will be a SaaS or a cloud provider. And, you know, doing that was the massive agenda that drew me to the company. But I think what is also fair is, you know, digitization or digitalization, is a misunderstood and often abused term, right? Because for the most part, when companies start, and I'm not saying it's right or wrong, but, you know, for the most part, when companies start on this journey, they take a journey that works in the brick and mortar world, and we were a contact center business, and just try to move it to the digital journey, right? It's not a great customer experience. I'll give you an example, right? Now, if you call our agent and say, "Yeah, I'm trying to register an appliance," they will tell you where to look for the serial number. But if you're on a digital channel, you don't know where to look. There's nobody, you know, who can help you. The model number, who remembers the model number of the washing machine they bought, right? I mean, you know, it's stuff like that, you know, which would feel, you know, for a digital native, my son, you know, for example, would think, "How can you even ask a customer for that?" But, you know, it's that change in the model, that's what this is all about. >> Yeah, it's like when you get to go, "What's your account number?" I have no idea what my account number is. So when did this whole project start? How was Hexaware involved? And where did Hexaware start? Like, how did you sort of gauge what the requirement was? Take us through that little- >> Sure. So, you know, when Nikhil and the rest of the management team came in, they came up with a competitive process where, you know, and it is refreshing to remember, I think they've stuck true to their vision. They were very clear that they were not looking for someone who can just digitize their paper processes, but who can help them completely re-imagine, you know, what the new process would look like what the new experience would look like. And, you know, remember, they were running this process at the height of the pandemic, so we couldn't meet anybody in person. We did everything virtual. And we were using cloud technology, but, you know, the way they run the process, they wanted to make sure that a provider brings in a mix of experience and engineering expertise. And that's really hard to find. But equally importantly, you remember those culture sessions that we did? They figured out some very creative ways of making sure that there is a cultural fit. So, for example, they did virtual breakout sessions where, you know, people were sort of asking each other, you know, if you want to have dinner with someone like a celebrity, who would it be? So, you know, these little things to make sure that there is a match and people can actually work. >> Relationship building too. >> The relationship building. It's hard to do in a virtual environment, but it was a competitive process. They looked at us in terms of engineering, you know, experience, our ability to transcend change and run, and, you know, really focus and align to keep their objectives first, right? Work as a true partnership. Do you agree? >> I would agree. And I think, you know, one of the biggest goals here was to make sure that, this is not an arms length vendor relationship, right? You know, this is an extension of our team. So these are our people, you know, for the people that work on D&G, you know, they work in the D&G way, you know, and that means that they can also challenge us, you know, which is quite refreshing, right? People stopping and saying, "Why are you asking me to do this?" You know, it's very refreshing, I think, you know, to work with a partner that is sold on the vision and committed to helping you achieve success. >> That synergy creates that flywheel. And like you said, at D&G, Hexaware, we're a team, we're working together. Nikhil, share with us some of the significant business outcomes that Hexaware services and AWS are helping the company to achieve? Because there's some big numbers there. >> Indeed. Yeah. So, you know, in the digital journey itself, like I said, we are also a B2B business. You know, one of the key challenges is every client wants their own brand, right? So, you know, a journey for customer X has to look like the customer X brand. And our journey for customer Y will have to do the same. You know, when you try to stretch this to a technology problem though, it means that, you know, we were trying to be too many things for too many people, and that slowed things down and increased complexity. So from our point of view, you know, when we started with the digital journey or in the middle of the digital journey, we thought, we need to have a library of reusable components. We need white labeling, right? So there was a root in branch re-engineering of the digital proposition to allow us to, you know, serve multiple clients with the same underlying technology. And that has meant that, you know, in some cases, we are going to market, you know, two, three times faster than what we were. Costs, obviously, you know, 50% cheaper. But, you know, I think the big thing here, and, you know, this is the unstated benefit, is because now there is a common underlying technology innovation that client X wants to do becomes available for client Y. You know, which means that, you know, there's a virtual circle of, you know, constant improvement. So, you know that, from my point of view, that's the big benefit. >> And would you agree that you are still only in the first quarter of a football game? >> Absolutely. >> I think a lot of ambitious plans. So, you know, this is just the beginning. And the way they have built the organization, the way they have driven the culture change, you know, I'm very hopeful for great things to come. >> Paint a picture of the tech. I'm interested in the architecture, and I'm really interested in the data component and how that's affected your business. >> So I mean, you know, multilayered tech architecture, as you can imagine. Then, you know, we still have a legacy, you know, legacy components running off our own PET mainframe, as we like to call it. But, you know, from a forward point of view, what we really want is to allow clients to self-serve, right? Not have to, you know, because at the moment, the only service we can offer is what I call the white glove, right? Which means, you know, somebody has to sit down with us, have a discussion on the requirements, but people should be able to self-serve, you know, look at the catalog of what it is we can do for them and go for it. Data is a very interesting point, right? Because not only are there, you know, geography restrictions around where customer data can go to, obviously, payments and PCI compliance is an issue. But last but not least, you know, some of this data is very, you know, unique to what the clients want to own and manage. And, you know, if you are a, you know, a typical homeowner, you will have appliance from all kinds of manufacturers, right? Many of whom would be our customers. But how much data we can share, because we recognize you as a person, but how much data we can share, there are restrictions. But, you know, building our data abstraction layer allows us to, you know, take care of that. But you're absolutely right, in terms of, But again, the potential for where the data can be mined, because, you know, the engineer also has to be local to where you live. You know, you can't come from 100 miles away. So, you know, the ability to use data to, you know, not just transform our business, but our client's business is phenomenal, you know? >> Do you actually have a mainframe? >> Yes >> We do do. (laughter) >> Adam Selinsky wants to move it into the cloud. (laughter) >> They have every possible technology that you can think of. I mean, 100-year-old business evolved over a period of time. And, you know, if I could add, you know, what has been really impressive about the decision making at D&G is that they have adopted cloud in the right way, right? So they are one of the few customers who have truly taken AWS well architected to heart. They have taken things like, you know, take the right workloads to the cloud and wait to do the right remediations before you take the rest of the workloads to the cloud. They've used native services available on AWS from apps perspective as well as a data perspective. So that's sort of a little bit more color on the technology and architecture. >> But you've essentially SaaSified your business and you basically have D&G cloud that you're delivering to your customers for self-serve. Is that fair? >> That's the vision, yes. The idea is to get there. And, you know, if we assemble what I call, you know, out-the-box solutions in a clever way, then that becomes the platform that we can replicate success on. And at the moment, our business needs what I call boots on the ground. When we are a true platform business, we should be able to operate without having, you know, any presence in country, with the partners leveraging the platform to do what what's next. >> I'm curious, Milan, you said that one of the great things that D&G has done is really adopted cloud in the right way. Do you, Nikhil, think of cloud first or cloud right approach? Because you've got a mainframe, so I'm just wondering if it's more what's right for cloud versus everything cloud first. >> Correct. I mean, I actually, you know, or we actually tend to start even two steps before that, right? I think it's really whether we need to buy or whether we need to build, right? And if we need to buy, then, you know, how easily would that thing that has been bought fit into what is a very complex architecture, as Milan said, right? I mean, any technology you can imagine we probably have it, but we want to simplify it, right? And this is a journey. So which means that, you know, we start with can SaaS product do it? And then we also want to go wherever we are building, then it has to be on the cloud. It has to be designed for scaling. It has to be designed to be in multiple geographies, multiple countries with the relevant data protection baked in. So, you know, that's the decision-thinking process. You know, that the goal is to not, I mean, you know, we had a project started 18 months ago that wanted to buy more tin, but we put a stop to that, right? And saying that, "You know, come on, you can't have that." Not in this day and age, you know, when the cloud can pretty much do everything that you need. >> Do you think of D&G, this is a question for you. We're almost out of time, but I'm just curious, I'm looking at your website, D&G, the experts who repair and replace the household products everyone relies on. Do you think about it as a repair company? Do you think about it as a tech company that delivers these repair services? >> I mean, this is the conversation we have in our teams all the time, right? That when our vision is successful, we will become a tech business. At the moment, I don't think we are, you know? At the moment, I think we are on a journey, you know, because, you know, we are multi-channel, you know, and our customers love us, you know, touch wood. But are we a true tech company? No, but we are getting there, right? I think, you know, that's the plan. >> You're on the journey? >> Yeah. >> Awesome stuff. Last question for each of you, a little bit different. Milan, question for you. You have a billboard or a bumper sticker, whichever, or maybe a sticker for your laptop and it's about Hexaware, and you want to really convey, in a compelling, but really short way, why are we so great? What would that sticker say? >> Awesome. Like I said at the beginning, if you are thinking about a digital transformation, if you are a company that has been around for a long time, you've got to think of us, you know, as a partner. So that's what I would say, because, you know, the purpose of our company is creating smiles through a combination of great people and technology. So that's what we live for. And, you know, brought a smile to me when Nikhil said that our customers love us, and somewhere, we have a small role to play in that. >> I love that. Nikhil, I'm going to ask the same question. I was going to ask you a different one, but I would love to, I mean, we talked a lot about D&G and the incredible business transformation that you've been on. What's that bumper sticker for D&G? What is that bumper sticker for D&G? >> Oh, yeah. Okay. We want keep your world running, right? I mean, you know, from our point of view, you know, you rely on the appliances to keep your home running, and we want you to rely on us to make sure your world keeps running. You know, that's what this is all about. It has to be slick. Touch wood, hopefully, you never have a problem, but if you do, we want to be there, you know, to make sure that your world keeps running. >> I love it. Awesome, guys. Thank you, Milan. Nikhil, thank you so much for joining Dave and me on the program. >> Thank you. I enjoyed the conversation. >> Great partnership. Hexaware, first time on theCUBE, now you're an alumni. You're an alumni too. We appreciate your insights, sharing the story. It's a really compelling story. Thank you. >> And thank you for all the support, Nikhil. >> Of course. >> All right. >> For our guests and for Dave Vellante, I'm Lisa Martin. You're watching theCUBE, the leader in live enterprise and emerging tech coverage.