Tata CLiQ’s CEO-led empathy drives 24x ROI, 92% response
24x
4.1/5
92%
Business challenges
- Real-time visibility: Need for a real-time engagement score to track organizational pulse continuously
- Scaling empathy: Regular connects to understand pain points became proactive challenge as organization scaled exponentially
- Data-driven action: Lack of real-time insights on employee sentiment made creating fact-based action plans an imperative
As we scaled exponentially, understanding employee pain points in real-time became critical. We needed a platform that could help us not just listen, but act proactively on every single concern raised by our employees.
The Amber shift: Empathetic engagement at scale
Tata CLiQ embedded Amber into their engagement determination framework, creating a CEO-driven initiative that prioritizes and addresses each and every concern highlighted by employees.
🎯 Proactive resolution culture
- Every employee concern raised through Amber met within a week
- Active follow-ups on dropped chats or no responses as disengagement indicators
- CEO himself drives this initiative ensuring top-down commitment
📊 Data-fortified action planning
- Amber insights correlated with 360-degree and other survey feedback
- Business heads and HRBPs involved in action planning based on insights
- Initiatives customized and tracked using Amber's watchlist with retention focus
🔍 Every concern prioritized
- Each and every employee concern prioritized for proactive resolution
- Real-time engagement score enabling continuous organizational pulse
- Fact-based action plans replacing assumptions and gut feelings
“Amber has been a revelation, considering she's helped us drive so much change and motivation since we began the journey with her. She's clearly been the best thing that's happened to us at Tata CLiQ this year and we're looking forward to raising the bar even further.”
Key success drivers
- CEO ownership: Initiative driven by CEO himself, ensuring organization-wide commitment to addressing every concern
- One-week response SLA: Any employee raising concern through Amber is met within a week, building trust through speed
- Disengagement tracking: Active follow-ups on dropped chats or no responses viewed as early warning signals
- Cross-functional action planning: Business heads and HRBPs involved in creating solutions based on Amber insights
- Watchlist discipline: Initiatives customized and tracked using Amber's watchlist with critical focus on retention
- Data correlation: Amber insights fortified with 360-degree and other survey feedback for comprehensive action plans
A story that stands out
A product manager flagged workload concerns through Amber on a Thursday evening. By the following Wednesday, the business head and HRBP had met with them, redistributed project responsibilities, and aligned on career development goals. This wasn't an exception - it was the norm. The one-week response commitment meant that no concern fell through the cracks. What made this particularly powerful was that the CEO personally reviewed Amber insights weekly, sending a clear signal: every voice matters, every concern gets addressed. This culture of speed and empathy transformed how employees viewed feedback - not as shouting into a void, but as the start of a conversation that would lead to real change. The result? A 92% response rate and employees who trust that speaking up makes a difference.
Impact
By adding an empathetic bot to their engagement framework and committing to address every concern, Tata CLiQ achieved measurable business impact.
- 24x ROI on employee engagement investment
- 4.1/5 organization mood score
- 92% response rate across workforce
Hi, I'm Amber - your Chief Experience Officer. I talk to employees, reveal potential flight risks, and deliver insights on what truly matters to them.