wtc manesar at nilf day 1

7/29/2019 WTC Manesar at NILF Day 1

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Detailed Agenda: Pag 4

How quickly can you innovate?

The real question at the

heart o the business

transormation debate is

not how much money or

resources you spend on coming up

with new products or ideas - but howquickly can you innovate around your

innovation process. Business leaders

today are under incredible pressure to

perorm against the backdrop o un-

certain markets, changing patterns o

customer behaviour as well as disrup-

tive technologies. Frankly that calls or

an entirely new type o enterprise - one

that is exible, adaptable, and natural born or the 21st

century.

Big DataIts easy to get seduced by the idea o Big Data. Data

alone - well, thats dull conversation are. But throw

in some hype, an adjective and a little capitalization,

and you have this years big strategic topic. All that

aside, there is one thing about this debate that makes

it more important than the usual industry ad. Big

Data is about Big Business, not just high tech startups.

Traditional companies are hoping that by leveraging

massive data sets and real time prediction models -

that they can start making realtime decisions just like

a Facebook, Google or an Amazon.

Social MediaFrom Mexico to Brazil-social media use in Latin

America has exploded-but what is really behind the

propensity o users in these countries to embrace

1 Inauguration & Social Innovation Honors2 Session I: Spotlight Kot-Imagirig: Sdig th fld o th Futur!3 Session II: Ralit Chck-Is Idia surig rom tall ambitio & dwar

xcutio?4 Session III: Powr Discussio-Ido-US tis: Ovrsold or dfig rlatioship

o th 21st ctur!5 Session V: I covrsatio Cross Bordr Ladrship: Mauvrig ragil

dircs!6 Session VII: Lgd i Covrsatio-Rivtio o Sl: Th Ral Comback!7 Global Ladrship Awards ight

Watch ot for

"The NASSCOM India Leadership

Form in 2013 will ocs on hardcore

discssions on the immediate tre,re-invention o bsiness models, and

newer orms o technology that have

reshaped traditional bsiness"

Sangeeta GuptaSr Vic Prsidt

"In 2013, NASSCOM has broght

together over 1500 delegates, 30

contries, and more than 150 speaersnder one roo to debate on one theme:

Imagineering the Ftre: Disrptive

Innovation or Sensible Growth. We

loo orward to intensive discssions

with varios bsiness leaders."

Ameet NivsarkarVic Prsidt

Global Trad

Dvlopmt

social platorms? One o the most interesting things

about looking at the rise o digital platorms in emerg-

ing markets are the intersections between disruptive

technologies and local ethnography.

TechnologyUnderstanding the uture o technology used to be asimple science. You kept an eye on scientifc journals,

visited the odd corporate R&D lab, and kept a close

watch on the price/perormance curves that indicated

the alling price o computation. These days, unortu-

nately, the greatest source o disruptive innovation oten

comes rom consumers themselves - which is why some

o the worlds largest companies are investing in special-

ist research divisions run by savvy anthropologists.

Read more at www.mike-walsh.com

"We are looing orward to hosting

the 21st edition o the NASSCOM

India Leadership Form, where, lieevery year, thoght leaders rom

across dierent wals o lie will share

valable insights and renewed prsits."

Som MittalPrsidt

NILF 2013

I Associatio with

NEWSLETTERDAy-1

Prsts

FeBRUARy 13-15, GRAnD HyATT, MUMBAI

1 | DATAQUeST @ nILF / FeBRUARy-13-15, 2013 www.dqidia.com

Mike Walsh, Futurist & Author, Keynote Speaker at NILF 2013

nasscom ladrsshar thir thoughts

Mike Walsh should be delivering his keynote at 10.30 amat the Grand Ball room.

Mike is reputed to engage his audience with a blend o frsthand stories, global case studies and cutting edge researchinto consumer and technology trends.

The Business of Infotech


2/8


3/8

| DATAQUeST @ nILF / FeBRUARy-13-15, 2013

Ed NairTh author is editor o Dataqust & Global Srvics

Encouraging OutlookEditor's Note

The world economy does not seem to be

in any better shape than beore. The can-

vas is made up o large patches o bad

news with occasional spots o good tid-

ings. The global services industry continues to chug

along; there is no cause or any permanent gloom

on the horizon even i the sun is not shining so

brightly.

The 4Q2012 TPI Index identifes three short-term

trends:

n In the US, the adoption o large deals has ex-

panded to include companies that are ranked Global

200 to Global 500. Between 2010 and 2012, the share

o large deals in this segment increased by 32 percent.

n Emerging markets are driving sourcing annual

contract values (ACV). Since 2007, Latin America and

Mexico has seen a 150% increase in ACV, while India

and China has seen an increase o 100%.

n The BPO industry has grown by 60% in terms o

ACV in the last two years with growth coming in rom

industry-specifc solutions.Interestingly, all the three short-term trends are

irreversible and hold great growth potential. Further,

these will play out over the next ew years and there-

ore they are not necessarily short term trends.

The sourcing industry is moving into a phase o

rapid change and growing uncertainty. Technologies

such as cloud, big data, analytics, social media, mo-

bile are creating massive disruptions. Add to that the

emergence o multiple sourcing models, service deliv-

ery models, and engagement models. These amount

to signifcant change in the risk landscape that orces

a rethink o governance models, risk management

mechanisms, perormance management, and vendor

relationship management.

We see a change in three areas. The frst one is

about managing technology-driven disruptions. The

second one deals with managing sourcing relation-

ships in a ar more scientifc and evolved manner. The

third is about getting the right mix o sourcing- in-

sourcing, outsourcing, various orms o oshoring-

and continually optimizing the mix to extract value.

Sourcing leadership depends on how organizations

master these axes o change, how these new levers ovalue are managed.

OuTLOOk

Nasscom has released the Strategic Review

2013, its annual report on the IT-BPM

sector. Som Mittal, Nasscom Chairman,

outlined a positive outlook with exports

growth rate o 12-14% and domestic market growth

Nasscom Predicts Positive Outlookfor IT-BPM Industry in FY 2014,

Run-rate of $12-$15B Annually

o 13-15% in FY 2014. These growth rates translate to

a run-rate o $12-$15B annually.

In FY 2013, exports reached $75.8B and the do-

mestic industry clocked Rs. 1047B. Around 188,000

jobs were added during the year which takes the direct

employment by the sector to

3 million. The sectors impact

on India has been signifcant:

it accounts or 8% o GDP

representing growth thrice

over and exports contribution

o 24% representing growth o

fve times over in the past 10

years.

India now holds 52% share

o the global sourcing market

which itsel grew 9%, out-

stripping growth in IT-BPM

spends. During the year, IT

services crossed the $50B markand BPM and Engineering

R&D with each at $20B.

N.Chandrasekaran, Chair-

man, Nasscom, outlined the

Project Team

ed nair, Editor

Satish Gupta, Head Sales & Marketing

Shrikat G, Associate Editor

Smita Vasudva, Operations Editor

Shilpa Shabhag, Sr Correspondent

Prra Sharma, Correspondent

Pramod S Rawat, Design and Laout

Natarajan Chandrasekaran

Chairma nASSCOMIT-BPM Industry resilient, growing, evolving

64.076.3

87.795.0

10.2

12.2

13.213.0

FY2010 FY2011 FY2012 FY2013E

Hardware Ser vices

100.9108

88.1

74.2

E: EstimateSource: NASSCOM

IT-BPM revenue break-up

USD billion

IT-BPM REVENUES

Growth figures reflect variable impact ofcurrency

Highest value add sector for India 60-70 percent

Exports mainstay of the industry - >70 per cent

Indian IT-BPM exports osets 50% of Indias oilimports

IT services today is a USD 50+ billion dollarindustry

BPM is a USD 20 billion segment

ER&D and products segment closing in on theUSD 20 billion mark too

H/W Growthin INR= 8.5%

our key growth drivers to be:

n Customers continue to seek efciencies through

transormation o operations

n IT is shiting rom traditional process automa-

tion to strategic BI, collaboration, and customer-ac-

ing technologies.

n Rate o adoption o disruptive technologies (so-

cial, mobile, analytics, cloud) would intensiy. Spendsover $1T is expected by 2020. This has implications

or services, products, and platorms.

n Apart rom mature verticals, the next big spend-

ers would be APAC, SMB, and domestic market.


4/8


Tm 14.30 - 15.30 hrs

SeSSion iV Custmr's Tak

Thm Co-creation: Has vale srpassed cost as the deal clincher?

Vu Grand Ballroom I, II, III

Dscussats

Adriana karabotis, CIO, Dell, Arna Jayanti, CEO, Capgemini

India, Jacob Lamm, Exective VP Strategy & Corporate

Development, CA Technologies, Roger Grnani, Exective VP &

CIO, Verizon Commnications

Mdratr Chris Andrews, Principal Analyst & Research Director, Forrester

Tm 14.30 15.30 hrs

Thm: Analyzing Japan Conndrm: Is there an IT maret

Gust SpakrNobhio Hidaa, President, Gartner Japan, Taeshi Yagi,

Ambassador o Japan to India

Hst Som Mittal, President , NASSCOM

Tm 15.30 16.15 hrs

SeSSion V i cvrsat

Thm Cross Border Leadership: Manevering ragile dierences!


SpakrR Gopalarishnan, Exective Director, TATA Sons Ltd, Vineet

Nayar, Chairman & Jt MD, HCL Technologies Ltd

Mdratr Shereen Bhan, Delhi Bsiness Chie & Exective Editor, CNBC

Tm 16.00 17.00 hrs

ThmVendor consolidation & strategic partnerships-throgh the cstomers

eyes Chris Andrews, Principal Analyst & Research Director, Forrester

Tm 16.15 16.45 hrs Tea/Coee

Tm 16.45 17.30 hrsSeSSion Vi emtal tllgc & bttml

Thm Connecting excels and nerve cells in Leaders!


Spakr Dr Travis Bradberry, Emotional Intelligence Expert & Athor

Tm 17.00 18.00 hrs

Thm Close Door session with Honble Minister Pallam Raj

Vu Board Room 1

Tm 16.30 - 17.30 hrs

Thm Maveric Mogls: The story o Entrepreners Extraordinaire

Pal

Deep kalra, Fonder and CEO, Maemytrip.com Dhiraj C Rajaram,

Fonder, Chie Exective Ocer & Chairman, M Sigma Sachin

Bansal, CEO, fipart

Mdratr Raman Roy, Chairman & MD, Qatrro

Vu Grand Salon

Tm 17.30 -18.30 hrs Networing Brea

Tm 18.30 - 19.00 hrs

SeSSion Vii Lgds cvrsat

Thm Reinvention o Sel: The Real Comebac!


SpakrVir Sanghvi in conversation with Living Legend Amitabh Bachchan

(adience to be seated by 1815 hrs)

Tm 19.00 hrs onwardsThm NASSCOM Global Leadership Awards sponsored by Capgemini

Vu Exhibition Gronds, Grand Hyatt

Chf GustM M Pallam Raj, Honble union Minister or HRD

Followed by Coctails & Dinner

Tm 08.30 - 09.30 hrs

Thm Otside In: Cstomer centricity

Spakr

Steve Towers, Bsiness Process & Perormance Expert(Pre

registration reqired)

Vu Grand Salon

Tm 0930 1030 hrs

Thm Inagration & Social Innovation Honors


Spakrs

Anand Sharma, Honble union Minister o Commerce and Indstry,

Prithviraj Chavan, Honble Chie Minister o Maharashtra, Natarajan

Chandrasearan, Chairman, NASSCOM, krishnamar Natarajan,Vice Chairman, NASSCOM, Som Mittal, President, NASSCOM

Tm 10.30 11.15 hrs

SeSSion i Sptlght Kyt

Thm Imagineering: Seeding the eld o the Ftre!


Spakr Mie Walsh, Ftrist & Athor

Tm 11.15 11.45 hrs Tea / Coee brea

Tm 11.45 - 12.45 hrs

SeSSion ii: Ralty Chck

Thm Is India sering rom tall ambition & dwar exection?

Vu: Grand Ballroom I, II, III

Dscussats

Janmejaya Sinha, Chairman - Asia Pacic, The Boston Conslting

Grop, Omar Abdllah, Honble Chie Minister o J&k, Sachin

Pilot, Honble Minister or Corporate, Aairs

MdratrSwaminathan S. Anlesaria Aiyar, Conslting Editor, The EconomicTimes

Tm 11.30 12.15 hrs

Thm In the Spotlight Greenshoots in the uS bsiness & economy

SpakrGanesh Natrajan, Vice Chairman & CEO, Zensar Technologies (Pre

registration reqired)

MdratrGanesh Natrajan, Vice Chairman & CEO, Zensar Technologies (Preregistration reqired)

Vu Grand Salon

Tm 12.45 - 13.30 hrs

SeSSion iii Pwr Dscuss

ThmIndo-uS ties: Oversold or dening relationship o the 21st

centry!


SpakrJac Marell, Governor, Delaware uS, kanwal Sibal, FormerForeign Secretary, Govt o India

Mdratr Rajendra Pawar, Chairman & CoFonder, NIIT

Tm 13.00 14.00 hrs

Thm Hidden Opportnities in 2% Mandate

DscussatsSachin Pilot, Honble Minister or Corporate Aairs Som Mittal,President, NASSCOM

Vu Board Room 1

Tm 12.30 - 13.30 hrs

Thm: Leading MNCs in India: Does nationality matter?

SpakrGanesh S. Lashminarayanan President & Managing Director,

Dell India Jerey M. White, President India & SAARC CiscoMdratr Ravi Venatesan, Director, Inosys & AB Volvo

Tm 13.30 14.30 hrs Networing Lnch

Day 1,13 Feb

NILF AGENDA


5/8


TECH-HuB

Opportunities Galore:

Manesar as the next IT/ITeS hub

It is necessary or s to move into

new areas. It is important as we

develop Manesar, we also help Grgaon

get better. It is important to carryGrgaon with s as we expand into

Manesar becase existing people woldbe the best proponent o Manesar.

Manesar cold be new model

o integrated township. It is a big

opportnity and a great location, it

expresses itsel on a belt which I

thin jst contine to grow

Som Mittal

Prsidt,

nASSCOM

An integrated business city built on the concept

o environmental integration with industrial

development. Manesar is where business,

liestyle, housing, healthcare and academia come to-

gether in perect agreement.

Initially developed as an Industrial Hub, Mane-

sar is now ast becoming an attractive destination or

other businesses specially IT/ITeS, R&D, Back-ofce

operations and related services.

Location & Connectivityn Ideally located on NH-8, about 45kms rom Delhi,

and 15 kms rom Gurgaon, 32kms rom Delhi Inter-

national Airport.n ITPO to shit India International Trade Fair to Manesar.

n The 25000 acres Reliance SEZ to come up near NH-8.

Inrastructuren Sector 8 is dedicated towards IT/ITeS inrastructure

and the property rental in Manesar is approximately

one-third that o rental in Gurgaon and inrastructure

is at par with any well planned city in the world.

n Robust civic inrastructure (roads, power, telecom,

water and sewerage).

n Facilities like Helipad, Fire Station, Skill Develop-

ment Center, Police Station, Shopping Malls, Health

Facilities, School Sites, Sites or Post Ofce/Banks,

Conerence Centre, Warehousing & Cargo Facilities

and HSIDC ofce complex housing or all industry

related government departments.

Indias First Business Eco-Cityn Japans Toshiba team undertook the project o build-

ing Manesar as First Eco City o India. This will be

unded by the Ministry o Economic Trade and Invest-

ment, Government o Japan .An Eco-city is defned

as a city in which citizens, business and government

sustainably work, live and interact through delivery o

integrated, low carbon products and services.

n The objective o this project is to build a new in-

dustrial community to maximise welare o the peo-

ple and minimise carbon emission and the above vi-

sion can be achieved by integrating technology across

water, waste, energy, transportation and saety inra-

structure while taking measures like maximum uti-

lisation o renewable resources or electricity supply,

minimum loss o natural resources and others.

Rising Japanese Interestsn One o the largest inrastructure projects in the

country-DMIC (Delhi Mumbai Industrial Corridor)

worth USD 90 Billion is coming up through fnan-

cial & technical aids rom Japan, covering an overall

length o 1483 KMs between the political capital and

the business capital o India, i.e. Delhi and Mumbai.

The vision or DMIC is to create strong economic base

in this band with globally competitive environmentand state-o-the-art inrastructure to activate local

commerce, enhance oreign investments, real-estate

investments and attain sustainable development.

Growth Corridorsn Apart rom DMIC, there are other major express-

ways or growth corridors surrounding Delhi NCR will

be passing through Manesar increasing the employee

catchment or Manesar as an IT/ITeS destination. Key

corridors are KMP (Kundli Manesar Palwal) ex-

pressway and KGP (Kundli-Ghaziabad-Palwal), each

135Km.. Though these greenfeld expressways were

planned to reduce congestion on Delhi roads, now these

two road networks are emerging as the biggest contrib-

utors to residential and commercial developments.

Anchor CompaniesnManesar has projects with oreign technical collab-

oration. Maruti Udyog Limited, Hero Honda, Modi

Alcatel, VXL India, Perftti India, Benetton, Energetic,

Hamdard, Optiex to name a ew.

nOver 800 MNCs have their ofces in Manesar.

nHCL leaders in IT technology have set up a dedicated

campus in Manesar with a workorce o 8200 people.

Civic AmenitiesComortable and environment- riendly liestyle is

supported by inrastructure acilities, civic values and

community development ideals.

Manesar is really a extension o

Grgaon and or me it is improving

the Grgaon ecosystem. I thin

there is vale proposition or large

companies which are there in

Grgaon to extend their operation in

those ecosystems.

Nitin Seth

MD ad coutr

had, Fidlit Idia

Residential

Industrial

Commercial

Public/Semi public

Transportation & CommunicationPublic Utilities

Open Spaces & Recreation

Rivers & Water Bodies

Natural Zone

28%

17%

3%2%

11%

1%

32%

1% 5%

Source:HSIIDCWell planned residential development Multi-speciality hospital (Rockland)


6/8


Ioresee the BPO sectorto grow at a steady pace.The otsorcing repre-

sents one o the highest po-tential or Indias economicgrowth and I believe that itwill contine to grow rtherto become larger than the IT

Keshav R. Murugesh

Group CeO, WnS

BPM: What's next in global businessservices

Speaers @NILF 2013

bsiness itsel.BPO has changed signii-

cantly in natre rom the olddays when clients ased ven-dors to manage certain tassand deliver on SLAs.

Today, the natre o worperormed is very dierent,there is signiicant vale crea-tion and transormation beingdelivered, and Bsiness Proc-

ess Otsorcing companies,the higher vale providers lieWNS, are engaged in BsinessProcess Management wherean end to end process is de-livered across mltiple timezones and embellished withanalytics, decision spportsystems, technology plat-orms and non linear models.

understanding marettransitions and yorcompanys past achieve-

ments are never a garanteeor tre sccess; hence theneed to change bsiness mod-els and to constantly stretchorselves or sccess. The ca-

Jaime Valls

Prsidt Cisco Asia Pacifc,

Japa ad Gratr Chia

Market leaders dont do differentthings, they do things differently

pacity to captre innovationthrogh internal development,external advice or M&A is criti-cal, bt more importantly theability to drive change throghan organization reqires a verysolid, hman platorm. Yoneed to maximise the involve-ment o yor people, as mo-tivation and participation arecritical to maintaining the ma-

jority o people rom acqisi-tions or at least 3-5 years. Inthe words o mareting gr,Peter Drcer, Cltre eatsstrategy or breaast. At thecrrent speed o change inmany dierent marets, thisshold be a continos processand a normal way o lie in anycompanys cltre.

The new age of analyticsAnalytics callsor people whonderstand Psy-chology, and sta-tistics becaseit is not jst amatter o goingthrogh a web-site and pll-

ing eyword. Foranalyzing trends,the nowledgeo statistics isimportant. Thep s y c h o l o g i s twill nderstand

hman psychology bt he may not com-prehend the nisances o insrance, ban-ing, research and telecom. However, thedomain nderstanding is very critical. So,i yo are looing at analyzing consmerprodct than yo need to nderstand thedynamics o consmer prodct indstry.

Ths, what is reqired is a combination oPsychology, domain and statistics. How-ever, it is not easy to have all o thesein one person. So yo will have mltiplepeople woring on the same project.

Analysis ot r a n s a c -tional andother dataprovides cli-ents withact ionableinsight intotheir bsi-

ness opera-tions ore x a m p l e ,e n a b l i n gthem to im-prove wor-ing capital

management, claim ll discontsrom their providers or paid-within-terms invoice processing or improvecstomer acqisition, satisaction andretention. Conversely, analytics helpsoptimize clients payment terms andredce their roge spend that has

not passed throgh preerred sp-pliers. This means they can increasecontrol, redce ris, and captre ad-ditional vale that wold not haveotherwise been realized.

Rahul KanodiaVic chairma &

CeO, Datamatics

Global Srvics

Michael CorcoranGrowth ad

stratg lad, BPO,

Acctur

Traditional strength are the strengthsthey already have. In the last ew years,service providers have perected the arto otsorcing. They are very good athandling otsorcing, their processesare established and so they really nder-

stand the process. The act that they arenown helps them get wor rom the cli-ent. I also thin they have made a brandor themselves. Ths, they already havethe inroads to the clients.

Sundar Ramaswam

COO, AbsolutData Rsarch

& Aaltics

VIEW POINT


7/8


At the start o 2012, the overall glo-bal otloo was catiosly optimis-tic, with the view that althogh the

matre economies o Western Erope and

North America were still strggling to re-gain their mojo, contining Asian and LatinAmerican growth wold lbricate a mch-anticipated rebond however, the IMFrecently re-lowered its projection or glo-bal growth in 2013 to jst 3.6% (assmingthe uS will avoid the scal cli)..

IT cstomers are demanding greaterpredictability and control as a more ris-averse perspective taes hold.

Jens ButlerPricipal Aalst, IT Srvics, Ovum

Delivery Will be Key inBuyers Eyes in 2013

As part o this evalation, IT gropsshold determine whether previosotsorcing decision criteria have

changed and whether spplier perorm-ance is meeting the standards anticipatedat contract signatre. The reslts o thisassessment will help determine whetherand how to tae action.Companies shold determine whethertheir previos decision criteria are still val-id i.e., whether the lens throgh whichthe otsorcing decision was made is stillappropriate given the evolving corporateobjectives. I yo were to reevalate a

bild verss by decision today, woldthe same weight be given to cost redc-tion, speed o standing p the operation, orretaining certain sill sets internally? .

Assessing Your IT OutsourcingFramework in the New Year

Christopher StacSior Associat, Pac Harmo

NelsonHall has just interviewed 480 organ-

izations globally across U.S., U.K., Conti-

nental Europe, and Asia Pacifc, as part o

an annual exercise carried out by Nelson-

Hall to establish the business issues and initiatives aced

by major organizations by sector and geography.

This includes assessing the relevance o outsourc-

ing to major organizations as part o their uture op-

erating models. Overall the current economic envi-

ronment has led to increased recognition o the role

o outsourcing, with 73% o organizations globally

now stating that BPO has high relevance within their

uture global operating models. These organizations

recognize that the current economic environment is

here or some years to come and that their operating

models need to be amended to adapt to this environ-

ment. This eect is particularly noticeable in Europe

where 46% o major organizations perceive that the

Eurozone crisis will lead to increased application o

BPO during 2013.

So how are organizations overall responding to the

current economic situation? Well since end 2008, Nel-sonHall research has tended to identiy the same three

major priorities induced by the ongoing economic slow-

down: the need to increase the efciency o organizations

mainstream business, the need to retain, and maximize

the potential o, their existing customer base, and a need

to enter new markets typically increasing the proportion

o revenues rom emerging country markets.

These priorities have now been overtaken in 2013 by

a new actor induced by economic uncertainty, namely

the need or improved business agility, now rated as

highly important by over three-quarters o organiza-

tions globally. So while organizations still expect a low-

growth economic environment, they currently have a

high level o uncertainty about what the uture holdsand are looking or the capability to respond quickly to

economic threats and the capability to take advantage

o new business opportunities immediately they arise.

Accordingly, the most important operational out-

comes that major organizations are seeking in 2013

are improved standardization o processes across

business units and geographies and enhanced organi-

zational agility. These are ollowed by the ongoing

need or revenue opportunity maximization rom the

existing client base and a continuing need to reduce

SG&A costs. On average, organizations report seeking

urther annual cost reductions o over 5% in SG&A

and 3% in core operations in 2013.

What does this mean or suppliers? Well frstly

process standardization is important with organiza-

tions increasingly willing to apply an element o proc-

ess standardization prior to BPO service roll-out.

However, any associated investment may well need

to be fnanced by suppliers. Commercially organiza-

tions are increasingly looking to implement increased

organizational agility by moving to usage based trans-

actional pricing models. Contrary to much market

hype, most major organizations, when they talk about

outcome-based pricing mean transaction based pric-

ing rather than gainsharing based on changes in busi-

ness model. Transaction- or usage-based pricing will

be an important shit in commercial model in 2013.

John Willmott

CeO, nlsoHall

The BPO and OutsourcingOutlook in 2013

Cstomer service contines to transorm and its the end con-smers who are driving this transormation. Todays cstom-ers want to get served in the medim o their choice not lim-ited to voice based interactions only. More than 60% indicatethey wold se Email, Web and Social media over the nextyear. The 5 major trends that we are seeing in cstomer ex-pectations are as ollows:

nAnytime, anywhere, any-channel accessnMore personalized experiencenLess waiting and more ecient withot repeating inonFaster resoltion and handled by the right personThe otloo or the next 3 to 5 years in terms o enablers

or tre o cstomer experience is going to be abot the right media at the righttime, preserving context o every interaction, enterterprise wide engagement andgaining actionable insights on the cstomer experience reqirements. In the end thiscstomer experience will drive brand and cstomer liecycle vale.

Rajeev Mittal

Maagig Dirctor

Idia & SAARC

Avaa

Customer Experience Management 2.0

ExPERTS SPEAk

Source: www.globalservicesmedia.com


8/8

wtc manesar at nilf day 1

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