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Top Customer Experience Trends in 2019

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From self-service, mobile service, messaging and social media, to artificial intelligence, robotic process automation and analytics, we asked the industry’s leading experts to weigh in on a wide range of disrupters including those capabilities and tools required to stay ahead of consumer demand. Featuring insights from CX leaders such as Matthew Dixon, Mark Hillary, and Michael DeSalles, learn about the latest innovation designed to provide the right answer fast.

    About The Speaker

    Parikshit Kalra
    SVP Solutions and Capabilities, HGS

    Parikshit Kalra (PK) is a certified Six Sigma Master Black Belt from the Indian Statistical Institute Bangalore, a COP Certified Outsourcing professional from IAOP, and is a masters graduate from the Indian Institute of Management, Kozhikode. PK has over 17 years of experience in Business Process Management, across several geographies including the UK, North America, Jamaica, Colombia, India, China, Mexico and Canada. He manages programs and consults with clients in verticals such as retail, insurance, healthcare, mortgage, customer service, utilities, telecom, gaming, and Finance for both voice and non-voice functions.

    PK has set up and managed functions such as business process transformation, migrations and consulting, operations, and business excellence. He has been is responsible for strategizing, planning, and executing business excellence and innovation practices across all pyramids including technology services, business services, and enterprise functions.

    In his current role at HGS, PK leads solutions and capabilities, thought leadership, digital strategy, automation, analytics, and website self-help solutions.

    About The Speakers

    Parikshit Kalra
    SVP Solutions and Capabilities, HGS

    Parikshit Kalra (PK) is a certified Six Sigma Master Black Belt from the Indian Statistical Institute Bangalore, a COP Certified Outsourcing professional from IAOP, and is a masters graduate from the Indian Institute of Management, Kozhikode. PK has over 17 years of experience in Business Process Management, across several geographies including the UK, North America, Jamaica, Colombia, India, China, Mexico and Canada. He manages programs and consults with clients in verticals such as retail, insurance, healthcare, mortgage, customer service, utilities, telecom, gaming, and Finance for both voice and non-voice functions.

    PK has set up and managed functions such as business process transformation, migrations and consulting, operations, and business excellence. He has been is responsible for strategizing, planning, and executing business excellence and innovation practices across all pyramids including technology services, business services, and enterprise functions.

    In his current role at HGS, PK leads solutions and capabilities, thought leadership, digital strategy, automation, analytics, and website self-help solutions.

    Parikshit Kalra
    SVP Solutions and Capabilities, HGS

    Parikshit Kalra (PK) is a certified Six Sigma Master Black Belt from the Indian Statistical Institute Bangalore, a COP Certified Outsourcing professional from IAOP, and is a masters graduate from the Indian Institute of Management, Kozhikode. PK has over 17 years of experience in Business Process Management, across several geographies including the UK, North America, Jamaica, Colombia, India, China, Mexico and Canada. He manages programs and consults with clients in verticals such as retail, insurance, healthcare, mortgage, customer service, utilities, telecom, gaming, and Finance for both voice and non-voice functions.

    PK has set up and managed functions such as business process transformation, migrations and consulting, operations, and business excellence. He has been is responsible for strategizing, planning, and executing business excellence and innovation practices across all pyramids including technology services, business services, and enterprise functions.

    In his current role at HGS, PK leads solutions and capabilities, thought leadership, digital strategy, automation, analytics, and website self-help solutions.

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