Prabhjinder Bedi | Tech Mahindra

Author Profile

Prabhjinder Bedi

Chief Growth Officer, Business Process Services, Tech Mahindra

Prabhjinder Bedi

Bedi has over two decades of experience involving launching start-up ecosystems, scaling up businesses, and successfully taking products and services to market across industry verticals, spanning telecom and media, hi-tech/new economy, financial services, retail and consumer goods, manufacturing, and life sciences. Having spent over 16 years at Tech Mahindra, Bedi is currently responsible for taking our existing and new-age service offerings to global markets and adding meaning to our shareholders, partners, and customers. He holds a bachelor’s degree in engineering from IIT- BHU and a Master of Business Administration (MBA) degree from IIM Calcutta.

Insights

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In the current scenario where technology powers nearly every customer touchpoint – from e-banking to online shopping and doorstep delivery – it is easy to lose sight of the human at the heart of each interaction. Today, consumers expect more than promptness and accuracy. They demand empathy and genuine connection. This is where the concept of humanizing technology becomes crucial, where digital advancements are embedded with emotional intelligence to build experiences that are both seamless and deeply resonant.

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Platform solutions or integrated solutions have gained not only popularity but also trust from enterprises in the last few years. And why not! They have proved their mettle on more than one front. They are reliable, efficient, versatile, agile, and cost-effective. Does this mean that integrated solutions are in and the rest is out? Definitely not! In a market saturated with platforms delivering long-term business goals, point solutions support the digital journey of an enterprise in their own unique ways. The key here is to know how and when to strike a balance and create a balanced tech stack for your business.

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The current era of automation has its roots in the Industrial Revolution in the middle of the 20th century. Having befriended this amazing technology decades ago, we are almost masters of automation now. In short, we can automate pretty much anything and everything. Great, right? Maybe Not! Because like medicines which become dangerous when ‘overdosed’, the results can be disastrous for your business when you ‘over-automate’.

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Artificial intelligence (AI) is the latest buzzword. If we were to recap the last few years of technological advancements, AI would be at the top of the list. AI is creating content, writing code, and delivering superior customer experiences to millions of customers worldwide. What comes next remains uncertain—who will lead the race for customer experience: AI, Agents or AI Agents? The answer is not so straightforward.