Presents
WHAT WE DISCUSSED
Participants celebrated the festival of Holi with us at an exclusive roundtable dinner for CX leaders in India. We blended the vibrant hues of innovation and collaboration as we addressed the unique challenges of the outsourcing industry, focusing on the transformative role of contact centers and the latest AI and digital advancements to elevate customer experience in India and beyond.
Featuring Sarang Shah, Vinod Karumampoyil and Manoj Muthavarapu from Cisco Webex, this colorful evening included a guided whiskey tasting and dinner, sprinkled with interactive discussions.
Together, we explored how AI and digital solutions can :
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- Add richness and intelligence to every interaction across the customer journey.
- Brighten proactive communication and self-service through digital interactions.
- Strike the right balance between assisted and unassisted support for enhanced CX.
- Improve agent efficiency while promoting agent wellness and avoiding burnout.
- Create personalized, vibrant voice and digital customer experiences that fuel business growth.
This Holi, participants joined us to infuse their CX strategies with the transformative power of AI and digital platforms, ensuring their customer experience is as vibrant and memorable as the festival itself!
AGENDA
6:00 PM – 6:15 PM
Registration
6:15 PM – 6:30 PM
Welcome & Participant Intro
6:30 PM – 7:05 PM
Presentation by Cisco
7:10 PM – 7:40 PM
Guided Whiskey tasting by an expert
7:40 PM – 8:45 PM
Interactive discussion + Dinner
8:45 PM – 9:00 PM
Closing
SOLUTION EXPERTS
Sarang leads the Contact Centre Practice in India and ASEAN. He is a veteran in the CX space. He has been with Cisco for the last 14 years and has worked on multiple assignments selling Contact Centers across Service Providers, Enterprises, Commercial, and the Public Sector.
He is also a domain expert in Banking and Financial Services and has played a vital role in executing large marquee projects.
Before Cisco, Sarang led the Consulting practice for Avaya Global Connect and was responsible for identifying vertical-specific challenges, creating solutions, and defining strategy for multiple verticals, such as IT/ITeS, Manufacturing, Travel, Banking, Healthcare, and Hospitality.
Vinod Karumampoyil leads the Digital Transformation Office (DTO) for Cisco India & SAARC. He’s also the Program Execution Leader for Cisco’s flagship Country Digital Acceleration (CDA) program. Vinod’s charter includes, but is not limited to, accelerating the national digitization agenda by building long-term relationships with leaders at the national level as well as in the industry and academia, strengthening mindshare, and increasing technology footprint in the market. Vinod and his team have been pivotal in providing solutions and driving our success across several verticals, especially Smart Cities, Agriculture, Transportation, e-Gov, and Utilities.
Vinod joined Cisco in September 2016 to head Advanced Services Business Development for Collaboration and loT architectures for the APJC theatre. Prior to this, he was with AGC Networks, Avaya Global Connect, and Servion Global Solutions. Vinod has over 25 years of experience in the IT industry, building business operations in India, Europe, and the Middle East.
Vinod holds a Bachelor’s in Technology from the National Institute of Technology (NIT) Calicut, formerly the Calicut Regional Engineering College, in Electrical and Electronics Engineering.
He is passionate about developing cutting-edge technologies and business solutions for the market while forging long-term strategic customer-partner relationships. He is equally passionate about movies, football and food.
Manoj Muthavarapu is a seasoned technology executive (Director, Product Management) at Cisco Systems. Manoj leads a product team focused on AI for the Customer Experience. He has a diverse professional background, having previously held roles at imimobile, Dell, and Oracle. Manoj also has academic credentials from the Indian School of Business and UNC Kenan-Flagler Business School.His expertise spans various domains, including engineering, customer experience, and business strategy.
Vijay Gopalakrishnan
Partner – Deloitte India, & Service Offering Leader for AI/ Gen AI, Automation, BPM, and Strategy (AI ML, Gen AI, RPA, BPM, Strategy, Business Analysis and Project Management)
Vijay is a Partner with Deloitte India. He is an Engineer and an MBA. He has 25 Years of Consulting, Sales and Client Engagement Delivery work experience in Technology including a large part of it in Analytics. He has worked with multiple clients in India and abroad across multiple industries like BFSI, CPG / Retail, Manufacturing, Auto, TMT, Pharma and Life Sciences. He has led Analytics work across areas of AI, Gen AI, Data Engineering and BI Reporting. He is currently the Service Offering Leader in Deloitte India for AI, Gen AI, RPA, BPM and Strategy.
