The customer service trends for 2021

A lot has changed in the last year in the way businesses run their customer service functions.

Some of the trends that are doing the rounds are hyper-personalization, live video streaming, intelligent self-service, social, and mobile, besides the traditional customer service features.

This panel would cover:

• What are the new trends in customer service?
• What are the emerging issues in customer service?
• What are the channels that you should look at, and how do you integrate them?
• How do you bring personalization to customer service?
• Case examples of successes across the world.

Meet The Panelist

VP Global IT & IS at CorroHealth

Vijay Anand

Vijay is an innovator, evangelist, business & digital transformation leader with 21+ years of IT infrastructure and Information Security experience. He is an expert in IT operations, digital technologies, cloud infrastructure, customer service, customer support, project management, governance, risk management, and cybersecurity.

Vijay is currently the Global Vice President, IT & IS at CoronaHealth. He has worked on verticals that include healthcare, IT/ITES, and manufacturing.

Vijay has received various honors and accolades that include CIO of the year 2019, CIO200 change agent 2018, Eminent CIO 2018, CIO200 change agent 2017, IT Next 100 CIO 2017, Above and Beyond 2015, and Topgear happiness creator awards.

He also functions as the secretary of CIO Klub, Chennai Chapter, and is the Vice President of SVCE Alumni Association.

Head of Customer Experience Team at Cashfree

Fasih Abbas

Fasih is an executive-level customer experience professional currently heading the CX team at Cashfree. He has managed businesses and people and has grown them exponentially in the last 19 years.

He has 9+ years of CX leadership experience in the eCommerce and Fintech domains. He has helped set up a world-class customer service ecosystem for NiYO, set up a customer service team for PhonePe from scratch, grow Flipkart’s assisted buying team from 40 to 600, generating 7% of the organizations’ revenue.

Fasih has worked on creating models to maximize capacity, increasing efficiency through process engineering and technology changes, thereby reducing costs.

Sr. GM Operations and Head of RPA Practices at Sopra Steria

Ankur Bansal

Ankur is a seasoned professional, with more than 20 years of experience with repetitive proven success in driving top- and bottom-line performances with demonstrated acumen to think, design and deliver success. He has successfully led large teams; performed continuous and step-change transformations both in customer experience and business performance.

Adopting and leveraging transformation to deliver business excellence growth is his forte. He understands that no matter the domain, the objective is one- Customer Experience. He likes to stay in touch with new and upcoming market trends making him an early adopter. Ankur has a proven record of implementing strategies useful in improving customer relationship, dedication, and satisfaction.

Ankur’s expertise spans across domains, he is adept at operations, and carries rich experience in setting up projects & centers of excellence from scratch across domains such as RPA, HR Operations, BPO, and more.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.