Digital disruption, data explosion and customer experience are the driving forces behind the need for companies to transform how they do business. COVID-19 has been a major disruption for people-intensive industries and the BPO sector is no exception. Some of the forward-looking BPO organizations are using this entire disruption as an opportunity to re-evaluate how they do business and how they can make themselves resilient and future-proof.
Today the emerging model of BPO leverages the power of Digital Transformation – Artificial Intelligence and Robotic Process Automation to create even greater efficiencies and quality for the work that keeps businesses nimble and profitable. The toughest and most important considerations when making the Digital Transformation journey are scalability and flexibility, rapid technology innovation, consumerism and customer experience.
The pandemic hit the BPO industry the hardest as the industry faced various challenges in terms of workplace disruption, cyber security threats, client management and compliance issues. It is the ‘New Normal’, which is giving enough room for the industry to evolve over the coming decades. Innovative, technology-enabled and flexible operating models are the DNA of the new normal – especially coded to meet the marked shift in client expectations.
Presenting Partner
Enate is an end-to-end business workflow platform that enables you to organise your operations, maximise efficiency and become smarter, faster and more agile. View, manage and optimise operational workflows, send the right task to the right resource, identify automation opportunities and get the job done on time.
Enate wraps around your current tech stack and anyone in the business can be trained to use it. Implement Enate quickly, and see results from the first month.
Visit us at www.enate.io
Silver Partner
EbixCash Global Services is recognised amongst the first independent customer relations and retention organisations in India, with major BPO, CRO and HRO offerings via nine contact centres across the country.
With a widespread reach across India, EbixCash is able to have one of the most dynamic and adaptable workforce, with an ability to react quickly to any changes in client demands. This is also evident through our Clientele, with our clients coming in from various industries such as BFSI, Retail, E-commerce, travel, transport and many more.
Backed by our values of Integrity , reliability, Quality, Trust and Teamwork, EbixCash Global services aims to become one of the heavyweights in the BPO industry.
Our Dynamism can also be seen through “Eica”, our difference creator in the industry.
Eica is a sign of unity and a mentor at EbixCash Global Services.
Eica is a central member of our team who resembles our goals, values, and our relation to the company.
Erica’s campaign is used as a way for our employees to have their voices heard and show them that their suggestions and views are valued.
Eica inherits a multitude of meanings. In Hebrew it means “ Where are you?”, while in Marathi it means “Please listen”. Keeping this in mind, we have incorporated Eica in various campaigns such as “Meri Awaaz Suno” (Listen to me) . “Meri Awaaz hi meri Pehchan hai” (my voice is my identity) and for various marketing and promotional campaigns.
Moreover, we have the Eica Crm as well to create an environment wherein our Mascot is a key figure of remembrance.
Key Focus Areas
Process Reengineering in the BPO industry
Increasing productivity by leveraging Technology
Blue print for Growth
Customer experience in times of uncertainties
Empowering the workforce – Success of the Hybrid model
Post pandemic trends & strategies
Join industry leaders and experts as they share their experiences and perspectives on game-changing technologies.
Awards
Individual Awards
Customer Contact Leader
of the Year
Best Process Excellence
Leader of the Year
Best Strategic Leader
of the Year
BPM Entrepreneur
of the Year
Best Contact Centre Champion of the Year
Best Contact Centre Team Leader of the Year
Best CX Champion
Best Contact Center Sales Professional
Best Strategic Sales Leader of the Year
Best Sales Excellence Leader of the Year
Corporate Awards
Best Workplace
of the Year
Best Customer Experience
Provider
Best Contact Centre
of the Year
Best Technology Innovation
of the Year
Best BPM Organization
Best BPM Initiative
Emerging BPO of the Year
BPO Innovation of the Year
Most Effective Use of
BPM Technology
Our Speakers
Uday Jose
MD – Enate APAC
Enate Ltd.
Seshnarayan Balduwa
Deputy Director – Call Center Operations
SVKM’s Narsee Monjee Institute of Management Studies (NMIMS) · Full-time
Amitabh Mishra
Director & President
KM Group
Anirban Banerjee
Global Head Service Delivery Excellence – BFSI BPS, BFSI Infra Services
Tata Consultancy Services
Rupa Ramamurthy
Sr. Executive Vice President
Teleperformance
Gautam Chatterji
Associate Vice President
LTI Mindtree
Dr. Swapnil Dambe(Ph.D.)
Practice Leader and Regional Value Chain Capability Head Digital Experience Practice India, Digital Consulting
HCL Technologies
Naozer Dalal
Dy. Chief Executive Officer
Conneqt Business Solutions
Rajiv Desai
Global Delivery Head – BFSI
One Point One Solutions
Deepali Rathod
Director – Business Transformation
IKS Health
Subhendu Mandal
Vice President Reporting & Analytics
TTEC
Munish Bakshi
Senior Vice President – Transformation
Teleperformance
Jaydip Dhar
Chief Operating Officer
Mahindra Integrated Business Solutions
Atish Aziz
Partnerships APAC
Enate Ltd.
Terry Coutinho
Group Head – Business Development
Kontact Global
Mukesh Jain
CTO – Insights and Data
Capgemini India
Deepika Sandhu
Vice President – India Business Sales & Strategy
STARTEK
Venkatesh Devarajan
Director
Capgemini
Swapnil Nagvekar
Global Head Workforce Management
Hexaware Technologies
Ms Jivita Ladekar
EVP – Sales
EbixCash Global Services
Roshan Nazareth
Director – Global BCP/DR/Crisis
Concentrix
Rakeshh Shetty
Chief Operating Officer
KServe BPO Pvt. Ltd.
Sagar Saroi
Senior Vice President – APAC
Exela Technologies
Gautam Borah
Author, Director, Sarikart Marketplace, Former VP, Vodafone, Board Member, CX Network, London
Sarikart Marketplace
Kaushik Dasgupta
Business Unit Head & Vice President – Pain Management (IIM Ahmedabad Alumina)
Akumentis Healthcare Ltd
Yash Tambe
BI & Transition
EbixCash
Why Attend?
Understand how your industry peers are managing uncertainty and keeping their people motivated.
Be inspired by the distinguished leaders & their thoughts at the forefront of their game.
Get actionable advice on specific business challenges& get your most pressing questions answered.
Make the most of Networking which is the need of the hour.
Who should attend?
CXOs, Directors, VP, AVP, Head of
Operations
Business Excellence & Process Excellence
Customer Experience, Customer Success & Support
Sales & Marketing
Product
Digital Transformation & Technology
Contact Centre
Outsourcing
Delivery
Business Transformation
Why Sponsor?
Meet Leaders that are heading the Digital Transformation in their respective organizations
Get brand visibility & a competitive edge
Connect & influence decision makers to incorporate your robust solutions
Facilitate interaction and business development opportunities