In conversation with Keyur Jathal, Executive Director & CMO at Ishan Technologies, explores how agility, empathy, and purpose are shaping the next chapter of India’s digital evolution.
Keyur Jathal, Director at Ishan Technologies, reflects on his 25-year journey from the corporate corridors of HP and IBM to steering digital growth at a homegrown Indian enterprise; his words echo a sentiment often lost in the tech race: digital progress must remain human-centred. In a candid conversation with CIO&Leader, Jathal explores how India’s evolving digital landscape demands agility blended with structure, empathy woven into automation, and strategy aligned with purpose.
A Journey from Execution to Strategy
For Jathal, the transition from global giants to Ishan Technologies was more than a career move; it was a transformation in mindset.
“At HP and IBM, the focus was on execution and quarterly targets,” he recalls. “At Ishan, it became about building strategy, deciding which markets to pursue, which sectors to empower, and how to expand responsibly.”
This hands-on involvement across HR, finance, and revenue assurance gave him a panoramic view of how businesses truly function how every department, from supply chain to customer experience, converges to shape success.
The Shift to a Digital-First Economy
Over the past two decades, Jathal has witnessed every phase of India’s digital journey, from pre-Web 2.0 days to today’s AI-powered landscape.
“The pandemic accelerated what was inevitable,” he says. “Every organisation, including ours, had to reimagine go-to-market strategies. Suddenly, digital identity became as vital as physical presence.”
At Ishan Technologies, the shift translated into increased investments in collaboration tools, CRM platforms, and digital outreach. The “feet on street” model evolved into a “clicks and connect” approach where salespeople became both consultants and experts. “You have to be where your customers are,” he stresses, “and today, they are online.”
Customer Experience: Beyond Bots and Buzzwords
In an era dominated by chatbots and automation, Jathal emphasises the need for balance. “Accessibility is key,” he says. “A website should be welcoming at 1 a.m. as much as at 1 p.m. but not intrusive.”
Ishan’s approach blends automation with human empathy. Their engagement model uses bots to handle basic queries, while complex discussions like setting up a data centre immediately involve a human expert. “For high-value services, human connection is irreplaceable,” he insists.
The company’s customer-centric initiatives, like transparent cloud management portals and 24/7 accessibility, stem from a simple belief: technology must make life easier, not colder.
Decoding the Cloud Conundrum
Many enterprises, especially SMEs, still hesitate to migrate to the cloud. Jathal believes the answer lies in understanding “workloads, not trends”.
“Not every operation needs the cloud,” he explains. “Critical workloads that require uptime and flexibility benefit most, while static data can stay on-premise. The future is hybrid.”
Ishan’s unique position as both an on-premise and cloud-transformed company allows it to offer customized solutions bridging the gap between legacy systems and digital ambitions. “We’re not cloud-first,” he clarifies, “we’re cloud-transformed by evolution, not by fashion.”
Blending Structure with Agility
When asked how Indian enterprises can balance speed with control, Jathal reframes the question.
“Instead of balance, we should talk about blending,” he asserts. “Agility without structure leads to chaos, but structure without agility kills innovation.”
He cites startups as an example of this philosophy where adaptability often outweighs process. The goal, he says, is to create a framework that rewards innovation and captures frontline insights quickly. “In today’s market, being agile is not an advantage; it’s survival.”
Preparing the Next-Gen Workforce
For young professionals entering the tech world, Jathal offers pragmatic wisdom: “Don’t chase technology for its own sake. Tie every skill to a real business problem.”
He warns against the superficial use of buzzwords like ‘AI’ and ‘GenAI’. “Understand what problem you’re solving. AI is a tool, not an identity.”
At Ishan, internal programmes focus equally on technical and leadership skills helping employees feel confident rather than threatened by automation. “AI will replace roles, not relevance,” he says, “as long as people stay curious and business-focused.”
The Future: Digital-First, Cloud-Led, AI-Aware
According to Jathal, three forces will define the next phase of India’s IT evolution:
- Digital-First Mindset: Accelerated by remote work and customer expectations.
- Cloud as an Enabler: Sovereign cloud infrastructure like Ishan’s “Saksham” facilities in Mumbai and Chennai brings data closer to users.
- AI with Purpose: “Use AI where it serves business clarity, not vanity,” he advises.
Ishan’s collaborations with AMD and NVIDIA are part of its vision to become “AI-ready” responsibly and contextually.
Empowering Society through Connectivity
From smart city projects in Rajkot and Vadodara to digital education initiatives in Gujarat, Ishan’s impact extends beyond enterprise. “Connectivity is the foundation of inclusion,” says Jathal. “Once infrastructure exists, access follows, whether it’s healthcare, learning, or governance.”
In the corporate space, the BFSI sector stands out for its readiness to adopt IT leveraging blockchain, cloud, and secure connectivity. “Our mission is to make this transformation seamless, affordable, and sovereign,” he adds.
The Entrepreneur’s Mindset: Purpose Before Valuation
For aspiring founders, Jathal’s closing note is both reflective and relevant:
“In the early years, most tech entrepreneurs are customer-focused. But somewhere along the way, valuations overshadow vision. Don’t lose that focus.”
Through partnerships with startup incubators, Ishan offers affordable hosting, connectivity, and mentorship, helping innovators build without barriers. “We want them to focus on ideas, not infrastructure,” he says.
Conclusion:
As India races ahead in its digital journey, Jathal’s narrative stands as a reminder that technology’s true power lies in empathy and purpose. “It’s not just about being future-ready,” he concludes, “it’s about making the future accessible.”
In an age where AI writes, bots talk, and data drives decisions, perhaps what we need most is what Ishan Technologies quietly champions every day: a digital India with a human pulse.