Accelerating Digital Transformation in a Post-Pandemic World
As markets emerge from lockdowns and a period of cocooning, companies are seeking efficiency and improved access to consumers. Within this context, it becomes imperative for them to transform themselves digitally. Those who survive will have innovated, automated, and digitalized even more in this fluid environment.
Given this new mindset and ever-shifting scenarios, customer experience is an ally in transforming business outcomes. Companies will need to leverage their customer service experience digitally, both in their front and back office, and combine it with the right strategy to prevail in the upcoming “new normal.” Artificial intelligence is not an option in the future, as it already exists to give companies an advantage.
The key to metamorphosing into a stronger company is asking the right questions and learning from examples across various markets and sectors.
Sumary
Path to the New Normal Leader Insights Roundtable: Accelerating Digital Transformation in a Post-Pandemic World
Companies around the world today have quickly rolled out extreme Work-at-Home solutions as they deal with unprecedented business disruption. For many companies, this abrupt change to a WAHA model has been an about-face after years of brick-and-mortar only solutions. Many are now realizing that by relying only on a brick-and mortar model, they have lost out on the many benefits WAHA can provide. As we move forward, we must consider: is the Work-at-Home model the “new normal”?
Combining key learnings from decades of delivering WAHA capabilities around the world and adapting recent best practices from response to COVID-19, in the roundtable we will address real-life business challenges like creating a secure WAHA, contingency plans, talent acquisition, and managing seasonal burdens or unplanned spikes in traffic.
The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally return to normal. But, faced with how we are living and what we are experiencing today, how can life ever be what it used to?
This moment is the perfect time to collectively reflect on the lessons learned as we reinvent what normal will look like from now on.
“Path to the New Normal” is a bi-weekly Digital Event Series, featuring industry and Teleperformance experts as they deliver key learnings around topics such as Work-at-Home, Automation, Customer Experience, and Digital Sales. “Path to the New Normal” is organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia.
Speakers
Edmund Ovington
Vice President, Global Alliances, Unbabel
Edmund drives value for Unbabel through close relationships with key partners and investors, including Salesforce, Microsoft, Zendesk, and Teleperformance, as well as owning Unbabel’s major global accounts. He has over 12 years of experience in the high-growth tech space, specifically with B2B SaaS companies such as Yammer.
Milan Sheth
EVP IMEA Region, Automation Anywhere
Seasoned business leader with multi decade experience in helping customers drive transformative & tech-enabled change. Built world class competency teams & customer/ partner eco-systems in emerging markets. Proven track record of serving boards of public companies and multinational enterprises.
Sid Mukherjee
Global Leader for Transformation & Knowledge Services, Teleperformance
Sid is Teleperformance’s global leader for Transformation (T.A.P.™) & Knowledge Services (Consulting, Analytics, Automation), managing over 700 practitioners worldwide. He has 20 years of experience in management consulting and corporate roles, cutting across strategy and transformation, in organizations such as PwC, IBM, Nestlé, and Teleperformance.
Marina Netto Campos
Global Head, Teleperformance Customer Experience (CX) Lab
Marina is our moderator in this session. She has over 20 years of experience in various roles, including strategy and research across three continents. She specializes in analyzing key verticals to identify major trends and conducts primary research to understand consumer preferences for dissemination internally and to clients.
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