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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Contact centers have gone way past the stereotype of inefficient customer support where customers would often prefer to discontinue doing business with companies instead of wasting time over support calls with long waiting queues. The entire contact center ecosystem can be quite complex considering that each customer expects undivided attention from your team with a tangible resolution. Therefore, the whole idea of digital transformation in contact centers is to replace siloed processes with advanced technology to empower the support staff and enable strategic efforts in delivering excellent experiences to every customer.

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Over the years, process improvement in organizations has, in a way, become synonymous with digital transformation. To meet the continuously evolving customer needs and become more approachable simultaneously, businesses started focusing on digitizing operations, leading to the innovation and evolution of digital process automation (DPA).

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It may have been ages since banks were regarded as a place with long queues and delayed operations. And when we thought ‘anytime and anywhere’ banking would be the pinnacle of its revolution, the digital age took over, making the whole experience easy, quick, and error free.

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In today's competitive business landscape, organizations, irrespective of the industry, are constantly seeking ways to streamline their operations and improve efficiency. Similarly, utility process outsourcing is a promising approach for sustained corporate stability and growth. It offers a range of benefits for businesses from enhanced agility in dynamically shifting market conditions to improved compliance with changing regulations. Energy and utility process outsourcing has also quickly become a practical and profitable strategy because of the expanding customer requirements and customer bases.