The industry has seen fast evolution but with businesses constantly evolving, there are always new expectations to cater to. This is an opportunity for all of us to understand as to how the industry is rethinking its portfolio of services and focus on new technology and delivery models to redefine it’s value proposition.
It is a great platform planned by NASSCOM to bring together rich, diverse and robust virtual content along with ecosystem influencers to understand the future that may emerge. Discussion will touch upon the dimensions of evolution of the industry, key drivers and forces that will shape the industry and key levers that will be leveraged by the industry to transform itself.
COVID has pushed most organizations and tested their resilience and agility. The session will focus on multiple dimensions around the how customer expectations from various businesses will evolve and how that will impact the BPM industry. This track will also touch upon the BPM industry’s reaction to the COVID crisis, strengths and weaknesses and help us understand the readiness of the industry as well as gaps to fill. The session will also focus on how India can contribute to and lead the transformation
The new normal may make it an absolute necessity to conduct more and more business remote. This will mean we have to rethink our portfolio of services from the contact center as well as execution mechanism. How can more be done with less person-to-person interaction? The session will focus on understanding these new areas and how a center can evolve to support the contactless service center
This session will focus on the imminent increase in automation in processes across businesses that will emerge due to increasing need to remote work, higher efficiency and reduced cost. It has tremendously increased the need for RPA to be further integrated in BPM offerings. The experts will focus on how RPA will impact various parts of the value chain for various industries and can be leveraged strongly to add value to customers of BPM services
In the current situation, trust has become a critical aspect at the forefront, which has pushed businesses to further think about building customer confidence by a robust framework to mitigate security risks. With the changing customer landscape and uncertain business environment, an evolved BCP with a focus around customer experience, building trust among all stakeholders by collaborative models & mitigating security risks has become an imperative for all leaders. The session will focus on creating such framework for a future ready organisation.
President - Operations, Communities & CX, Bajaj Allianz
MD, Head of Customer Contact & Complaints, RBS
Head- Pre Sales, India | MECAA , Tata Communications
Director Enterprise Business , Cisco India & SAARC
Country Head India , Sutherland
Global Co-Leader - Cyber Security & Partner, KPMG
Chief Disruption Officer, GEMS Education
Chief Evangelist, Automation Anywhere
Founder & CEO, Kriya Konsulting
Co-Founder & Chief People Officer, 7.ai
Global Head - Intelligent Automation, Unilever
VP - Business Transformation & Information Systems (MEA),Redington Gulf
President, EMEA &, Partner, Digital Advisory Services, ISG
Vice President of Digital Marketing and E-commerce, Thomson Reuters
EVP, High Value Services, Concentrix
EVP & Chief Operating Officer, OneMain Financial
VP & Strategic Business Practice Head - Customer Experience & HRM, Infosys BPM
Vice Chairman and Chief Executive Officer, EXL
Group CEO, WNS and past NASSCOM Chairman
MD and CEO, Firstsource
CEO, Nelson Hall
Global CEO, HGS; NASSCOM BPM Council, Chairman
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