Ashish Bisaria is EVP and Global Head of Customer Experience practice at Firstsource Solutions. In this role, Ashish partners with industry verticals and geo leaders across Firstsource to continue to modernise and grow the CX practice. He is responsible for developing the overall CX strategy, a differentiated service offering, go-to-market approach in new industries, driving solutioning for respective pursuits, and helping with the CX operational excellence framework. Ashish brings deep digital experience in contact centres that helps build and deliver digital transformation for our clients and operational excellence in our engagements.
He joins us from another global BPO, where as a global leader in customer experience solutions, Ashish lead the Consulting and transformation practice that created innovation capabilities and solutions driven by emerging technologies to its clients. Ashish has over 25 years of experience in the CX arena; from defining strategy to driving execution, both as a client and also as a service-provider. He started his career with KPMG as part of the CX practice working on post-M&A integration. He led the Sprint-Nextel merger and was responsible for their contact centre rationalisation strategy. He also led the global operations for the English speaking nations for Teleperformance. He then led a multi-year business and digital transformation initiative for the world’s largest B2B car auction house, Manheim. Ashish holds an MBA degree from Mumbai University and an Executive Management Degree from Harvard Business School. He is on the Board of Harvard Business School, Atlanta chapter and an active member of Atlanta CEO Council, a meeting place of brilliant minds of Atlanta leaders.
Ashish holds a Six Sigma black-belt and is a blogger and speaker on global stage on topics related to CX.
This year brought on new challenges and saw massive shifts in societal and consumer behavior. Given global challenges throughout 2020, businesses increasingly rely on contact centers to drive engagements through conversations with customers.
Come and listen to a thought-provoking yet practical session which addresses the current realities of ultra-high customer expectations along with the relentless need to digitize and transform your business. In this session, you will:
· Gain perspective from contact center innovators on how technology and people can come together to deliver transformative CX through the automation of conversations.
· Better understand ROI calculations to help move projects along.
· Dive into several essential use cases for automation that will help your business thrive in 2021.
· Learn from both technology and business leaders how your contact center can drive digital transformation.
You won’t want to miss this session.