Transforming Customer Experience The Way Forward

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2 Transforming Customer Experience The Way Forward

3 Madhusudan Hedge Associate Vice President and Head of Client Services, Manufacturing - Infosys BPO Maddee Hegde leads client services and business development for Infosys BPO in the hi-tech and manufacturing sector across US and Europe. Over a career spanning more than 15 years, he has worked closely with global corporations, helping them build competitive advantage and realize business goals by leveraging the potential of global outsourcing across IT and BPO. Based out of Chicago, Maddee advises and collaborates with companies from ideation through implementation in the outsourcing area, ensuring sustained performance in outsourcing relationships. He has presented at BPO industry events and coauthored white papers on procurement outsourcing and augmentative outsourcing with leading advisory firms. These provide insights for clients around BPO in contextual functions and how it strengthens core capabilities. Maddee has been with Infosys since 2006, has a background in computer engineering, and holds a master s degree in management.

4 Gilles Leyrat Vice President, Customer and Partner Experience - Cisco Gilles Leyrat is vice president of Customer and Partner Experience, the organization responsible for Cisco s operational engagement with customers and partners. As part of Global Business Services, Leyrat s team focuses on making it easier for customers and partners to do business with Cisco. Leyrat has played an integral role in evolving Cisco s operations, moving the organization into a shared service model. This helped transform the way customers, partners, and sales teams are supported when procuring Cisco products and services. Prior to the current role, Leyrat served as vice president of Cisco s Data Center and Virtualization Segment Operations. In this capacity, he helped build an end-to-end operations model for the Data Center and Virtualization business. Leyrat has extensive IT industry experience, having served in a variety of global leadership roles with Hewlett- Packard, and as general manager of a software startup. Leyrat holds a doctoral degree in ocean engineering from Florida Atlantic University and advanced degrees in applied mechanical and materials engineering.

5 Jon Browning Director, Customer Support Services - Microsoft Jon Browning is a director with Microsoft responsible for developing and managing the global sourcing strategy for Microsoft Customer Support Services. He cofounded the Contact Center Buyers Forum, a network established for companies that outsource large-scale businesses to share best practices and leverage their collective buying power. Members of the Buyers Forum represent 20 companies that together manage more than 325,000 outsourced contact center seats, globally accounting for almost 20 percent of the outsourced activity. Jon is also co-chair for the International Association of Outsourcing Professionals (IOAP) Contact Center Chapter and a member of the Global Sourcing Council. He is actively involved in Impact Sourcing initiatives at Microsoft and works closely with NGOs to promote job creation. Jon is a member of the Rockefeller Foundation stakeholder group for promoting Global Impact Sourcing. Jon joined Microsoft in 1990, primarily focusing on outsource management and IT strategies. Prior to his current role, he was responsible for the outsourcing strategy for Americas Customer Service and Latin America Technical Support.

6 Vijay Narsapur Associate Vice President and Strategic Business Practice Head, Customer Service - Infosys BPO Vijay has been with Infosys BPO since Jan He is responsible for the leadership of the customer service horizontal globally. Vijay has been part of the CRM industry for almost 13 years. Vijay started his management career with Deloitte Consulting s CRM practice in Parsippany, NJ in After working with several US governmental agencies and fortune 500 corporations in a consulting capacity, Vijay co-founded a CRM outsourcing company (iseva, Inc.) in March iseva was acquired by e4e, inc. in 2005 ( Since his return to India in January 2004, Vijay has played several senior, India based roles in the BPO industry. In his last role before Infosys BPO, Vijay was responsible for a P&L of approximately 2000 people and $30MM in annual revenues. Vijay received his engineering and MBA qualifications from IIT Mumbai and IIM Lucknow respectively.

7 Question 1 Let s start with the fundamentals and paint a broad canvas first What is good customer experience and how do you create it?

8 Question 2 What models are you adopting to service customers?

9 Question 3 Taking service models further, what do you see from a process and associated organization structure standpoint?

10 Question 4 What is the role that technology plays to drive customer experience? Mature / experimental technologies?

11 THANK YOU