Kapil Bhatia has over 16 years’ experience across the Services spectrum (Support Services/Professional/ Managed/) across HP, Avaya, HGS and Philips. He has in-depth expertise in setting-up & managing off-shore captive and third party centers in APAC regions (Manila, Korea, Japan, India & China) focusing on Technical support, Health Care and Customer services. He currently leads the transformation practice in Philips for APAC region - implementing various solutions focusing on enhancing customer experience while reducing front line effort (Gamification, Bots, Analytic, Omni Channel). He is part of Philips Country executive leadership team and governing council.
As organisations go digital and transform both internal and external processes, getting all departments and channels in sync is a huge organisational task. With the level of complexity involved, a significant amount of change management is required. Hear from our experts on: