CIOs should focus on vulnerability management, supply chain security: Embassy Group CTO

Embassy Group, a Bengaluru-based real estate company, is undergoing significant digital transformation to become more customer-centric and service-oriented. In a recent interview with TechCircle, Chirag Boonlia, the Group Chief Technology Officer (CTO) at Embassy Group, explained how the company is leveraging technology to deliver enhanced customer experience across its residential apartments, commercial/business parks, co-living, and co-working units. He also speaks about the role of tech leaders in becoming business partners and co-creators to succeed in their digital transformation journey.

Enhancing customer experience with technology

Boonlia said that the Embassy has developed an app for property buyers that optimises customer service and workflow from acquisition to possession. It facilitates document management, agreements, invoices, receipts, payments, eKYC, Tax Deducted at Source (TDS), service requests, status updates, and other project milestones.

Boonlia said he believes in making customer experience simplistic with the use of technology and has always worked towards leveraging simple solutions to complex problems. Stating an example, he said that to purchase an apartment, say, in Karnataka, one typically needs to complete 48 mandatory fields, including personal details and co-applicant information. “We have streamlined this process by reducing the required fields to just an Aadhaar number, which auto-populates necessary data,” he said, adding that the innovation is accessible via WhatsApp, allowing users to update their information easily and complete bookings with minimal effort.

Additionally, the company has enhanced human resource (HR) processes using artificial intelligence (AI) chatbots to manage employee requests, from onboarding to leave applications.

CIOs as business partners

Technology leaders (CTO/CIO/CISOs) are increasingly collaborating with business peers and third parties to create new digital products and services. Boonlia said that for technology leaders to adopt a business owner mindset, and become a business partner to co-create solutions that improve operational efficiency and customer experiences.

“I see the role of a technologist as one of partnership, emphasising collaboration with business counterparts to co-create solutions that enhance operational efficiency and customer experiences,” he said.

Boonlia added that he collaborates with CXOs from various departments, including legal, finance, marketing, human resources, and the CEO, to develop a business blueprint for the upcoming two to five years. “In the residential sector, we improve customer experience by streamlining the property search to the booking process. Clients can easily access important documents through an intuitive app that also supports them during the pre-moving phase. Additionally, we offer a post-moving app to help residents manage community interactions, including visitor management, maintenance requests, and facility reservations,” he said.

According to Boonlia, an effective CIO must demonstrate leadership, technology expertise, and strategic insight. They should possess strong industry knowledge to work effectively with business partners and understand the competitive landscape, consumer perceptions, and emerging technologies. A CIO's credibility as a business partner is crucial for strategic effectiveness and board-level participation.

The value of Co-Creation

As technological innovation accelerates, it significantly influences business strategy and value creation. Boonlia values co-creation, where business and IT leaders collaborate as equals to identify and solve problems.

"This evolution from IT as mere technologists to proactive problem solvers is essential for maximising value in a technology-driven business landscape,” he said.

Strengthening Cybersecurity

The company has also doubled down on cybersecurity in recent years. “CIOs should focus on key areas for effective resource allocation, such as vulnerability management and supply chain security. As organisations share sensitive information with third parties, robust vendor risk management becomes critical,” he said.

When adopting AI and ML in cybersecurity, CIOs should seek integrated solutions that address both immediate and long-term needs. AI technologies, according to him, can enhance threat detection and incident response, and CIOs should prioritise solutions that integrate seamlessly with existing security frameworks.

Boonlia noted that digital transformation is an ongoing journey rather than an option. Since the pandemic, it has become essential for business survival, accelerating trends that are already underway.