In the interview, Vispi Palsetia, CIO of TP in India and the Philippines, talks with TimeTech about the evolving customer experience situation. He shares insights on TP’s AI-driven strategy, cloud investment, and data security innovations that enhance operational efficiency and personalization, ensuring seamless omnichannel interactions.
Read the full interview here:
TimeTech: With India’s internet user base expected to reach 900 million by 2025, how do you see customer expectations evolve? Additionally, important trends shaping the future of customer experiences
VISPI: With India’s internet user base expected to reach 90 million by 2025, it is clear that the customer experience is evolving rapidly. People are looking for a more seamless, personalized, connected experience across all channels. As a global leader in outsourced digital business services, Teleperformance (TP) focuses on optimizing digital operations and transformative services to meet these growing demands.
We invest heavily in the cloud, RPA and AI to provide enhanced, personalized experiences through an omni-channel approach, ensuring a seamless customer journey. Mainly, our goal is to make all customer journeys as smooth and consistent as possible.
A focus on recruiting and training a digitally skilled workforce will enable TPs to provide superior digital customer service. By leveraging data analytics to understand user preferences and behavior, TP personalizes services, optimizes operations, and drives data-based decision-making.
Finally, our strategic partnerships with world-leading technology and service providers give us a strong edge as we continue to serve this increasingly connected market.
TimeTech: A seamless omnichannel experience is required. How does TP utilize technology to ensure consistency and personalization across multiple customer touchpoints?
VISPI: To bolster the rapidly expanding customer experience (CX) market, TP and other CX leaders are leveraging AI, automation and omnichannel systems. Digital solution providers provide a platform to integrate communication channels, enabling seamless migration and consistent personalized interactions. AI-driven routing within these platforms optimizes resource allocation, minimizes response times and ensures smooth customer journeys. This unified omnichannel approach promotes convenience and efficiency, and ultimately fosters customer loyalty. By leveraging comprehensive customer data, businesses can provide personalized, proactive support, and anticipate and address needs before they arise. This data-driven strategy allows for continuous service improvements and allows businesses to consistently meet evolving customer expectations.
TimeTech: How does TP leverage IT and AI-driven solutions to optimize operational efficiency while improving the overall customer experience?
VISPI: TP leverages data analytics, artificial intelligence (AI), and machine learning (ML) to extract valuable insights from customer interactions across multiple channels, including voice, chat, email, and social media. These insights provide a deeper understanding of customer preferences, emotions, and patterns of behavior. It uses this to deliver personalized customer experiences at scale through intelligent routing, real-time analytics-driven recommendations for agents, and predictive models that enable proactive customer service.
While striving for this level of personalization on a large scale, we face several important challenges. These include integrating and analyzing vast amounts of structured and unstructured data from diverse sources, developing sophisticated AI/ML models that can effectively utilize customer data, maintain robust data privacy and security protocols, and understand complex customer contexts and provide relevant recommendations.
Agent AI implementation significantly enhances CX delivery by enabling hyper-personalization through a comprehensive analysis of customer history, coordinates seamless omnichannel journeys in a sustained context, autonomously solving complex problems without human intervention, providing predictive customer service that addresses potential problems, and addressing them proactively.
Through sustained investments in cutting-edge technology and comprehensive workforce training, TP addresses these implementation challenges and ensures that they remain at the forefront of delivering exceptional, AI-enhanced customer experiences.
TimeTech: Data security and privacy are a critical concern in today’s digital environment. How does TP ensure compliance and innovation in protecting customer data?
VISPI: TP presents its top priority in protecting client data while continuing its data security practices. Our comprehensive approach includes compliance with industry key standards and regulatory frameworks, including the NIST Cybersecurity Framework, ISO 27001, PCI DSS, SOC1, SOC2, GDPR, HIPAA, CCPA, and DPDPA.
Implement detailed strategies with multiple layers of security to provide enhanced protection for IT infrastructure and sensitive information. Regular employee training forms the foundation of a security culture and ensures that all team members understand and follow cybersecurity best practices.
Our commitment to innovation encourages the continued strengthening of security programs as we monitor emerging technologies and evolving threats. We maintain strict compliance with global privacy regulations such as the GDPR and CCPA to meet regulatory requirements and strengthen client trust. Through this holistic approach to data protection and security innovation, TP has established itself as a trusted industry leader whose clients can rely on both operational excellence and data stewardship.
TimeTech: TP has partnered with Microsoft to commit $185 million to Azure Cloud Infrastructure. How will this investment enhance the AI-driven TP Genai suite and improve customer service?
VISPI: In today’s ultra-competitive situation, businesses are constantly looking for ways to improve CX and increase operational efficiency. This enhanced customer interaction and pursuit of streamlined processes has led TP to develop a strategic $185 million Azure Cloud partnership with Microsoft. This important investment highlights the growing importance of AI in customer service transformation.
By leveraging the power of cloud and TP microservices, we aim to revolutionize service delivery and provide excellent CX. This further encourages TP Microservices to enhance our ability to provide world-class customer service. By combining Microsoft’s robust Azure cloud with cutting-edge AI capabilities and deep domain expertise in TP, this collaboration could reshape the customer engagement landscape, driving significant improvements in customer satisfaction and loyalty.
