In an interview, Vispi Palsetia, CIO of TP in India & Philippines, speaks with TimesTech about the evolving customer experience landscape. He shares insights on TP’s AI-driven strategies, cloud investments, and data security innovations that enhance operational efficiency and personalization, ensuring seamless omnichannel interactions.
Read the full interview here:
TimesTech: With India’s internet user base expected to reach 900 million by 2025, how do you see customer expectations evolving, and what key trends are shaping the future of customer experience?
Vispi: With India’s internet user base expected to hit 90 million by 2025, it’s clear that customer experiences are evolving fast. People are looking for more seamless, personalized and connected experiences across all channels. As a global leader in outsourced digital business services, we at Teleperformance (TP), are focused on optimizing our digital operations and transformation services to meet these growing demands.
We’re investing heavily in cloud, RPA, and AI, to deliver enhanced, personalized experiences through an omnichannel approach, ensuring seamless customer journeys. Primarily, the goal is to make every customer journey as smooth and consistent as possible.
A focus on recruiting and training a digitally proficient workforce empowers TP to provide exceptional digital customer service. By leveraging data analytics to understand user preferences and behaviors, TP personalizes services, optimizes operations, and drives data-informed decision-making.
Finally, our strategic partnerships with the world’s leading technology and service providers give us a strong edge as we continue to serve this increasingly connected market.
TimesTech: Seamless omnichannel experiences are now a necessity. How is TP leveraging technology to ensure consistency and personalization across multiple customer touchpoints?
Vispi: To enhance a rapidly expanding customer experience (CX) market, TP and other CX leaders are leveraging AI, automation, and omnichannel systems. Digital solution providers offer platforms that integrate communication channels, enabling seamless transitions and consistent, personalized interactions. AI-powered routing within these platforms optimizes resource allocation, minimizes response times, and ensures smooth customer journeys. This unified omnichannel approach promotes convenience and efficiency, ultimately fostering customer loyalty. By leveraging comprehensive customer data, companies can deliver personalized, proactive support, anticipating and addressing needs before they arise. This data-driven strategy allows for continuous service improvement, ensuring businesses consistently meet evolving customer expectations.
TimesTech: How does TP leverage IT and AI-driven solutions to optimize operational efficiency while enhancing overall customer experiences?
Vispi: TP is leveraging 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 deep understanding of customer preferences, sentiments, and behavior patterns, which we then utilize 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 at scale, we face several significant challenges. These include integrating and analyzing vast quantities of structured and unstructured data from diverse sources in real-time, maintaining robust data privacy and security protocols while utilizing customer data effectively, and developing sophisticated AI/ML models capable of understanding complex customer contexts to provide relevant recommendations.
The implementation of Agentic AI has substantially enhanced our CX delivery by enabling hyper-personalization through comprehensive analysis of customer histories, orchestrating seamless omnichannel journeys with maintained context, autonomously resolving complex issues without human intervention, delivering predictive customer service that addresses potential problems proactively, and continuously optimizing interactions through self-learning capabilities that improve based on outcomes and feedback.
TP addresses these implementation challenges through sustained investment in cutting-edge technologies and comprehensive workforce training, ensuring we remain at the forefront of delivering exceptional, AI-enhanced customer experiences.
TimesTech: Data security and privacy are critical concerns in today’s digital landscape. How is TP ensuring compliance and innovation in protecting customer data?
Vispi: At TP, we place the highest priority on protecting client data while continuously advancing our data security practices. Our comprehensive approach includes adherence to leading industry standards and regulatory frameworks including NIST Cybersecurity Framework, ISO 27001, PCI DSS, SOC1, SOC2, GDPR, HIPAA, CCPA, and DPDPA.
We implement a defense-in-depth strategy with multiple security layers to provide enhanced protection for our IT infrastructure and sensitive information. Regular employee training forms the cornerstone of our security culture, ensuring all team members understand and follow cybersecurity best practices.
Our commitment to innovation drives continuous enhancement of our security programs as we monitor emerging technologies and evolving threats. We maintain strict compliance with global privacy regulations such as GDPR and CCPA to meet regulatory requirements and strengthen client trust. Through this holistic approach to data protection and security innovation, TP establishes itself as a trusted industry leader that clients can depend on for both operational excellence and data stewardship.
TimesTech: TP has partnered with Microsoft and committed $185 million to Azure cloud infrastructure. How does this investment enhance your AI-driven TP GenAI suite and improve customer service?
Vispi: In today’s hyper-competitive landscape, businesses are constantly seeking ways to elevate CX and drive operational efficiency. This pursuit of enhanced customer interactions and streamlined processes has led TP to forge a strategic $185 million Azure cloud partnership with Microsoft. This significant investment underscores the growing importance of AI in transforming customer service.
By leveraging the power of Cloud and TP Microservices, we aim to revolutionize service delivery and provide superior CX. This further fuels enhancements to TP Microservices strengthening its ability to deliver world-class customer service. By combining Microsoft’s robust Azure Cloud and cutting-edge AI capabilities with TP’s deep domain expertise, this collaboration has the potential to reshape the customer engagement landscape, driving significant improvements in customer satisfaction and loyalty.
