Nikhil Pereira
Group Practice Head – CX, Tech Mahindra Business Process Services

Customer experience (CX) is at the forefront of scaling revenue for future enterprises. Businesses that successfully adopt customer experience strategies experience more satisfied customers, lower customer churn, and higher revenues.

It can take effort and money to manage customer expectations for wonderful experiences. Today, good customer experience (CX) demands consistency across all platforms, including websites, SMS, chatbots, social media, and interactions with call centres. Automation supports by speeding and standardizing procedures that directly affect how customers engage with and evaluate a product.

How AI Chatbot Enhances CX in Different Industries?

Industry experts from the CX and automation fraternity Nikhil Pereira - Global Head CX Practice, Business Process Services, Tech Mahindra, Tejeswi Sreekantan - Vice President Global Partnerships, and Vaibhav Dalal, Head of Delivery for Automation and conversational AI, Business Process Services, Tech Mahindra joined hands to come onboard for a live Tech Talk on how conversational AI is revolutionizing CX?

These experts enlightened the audience about why you must focus on transforming your customer experience using innovative technologies and what goes into putting together the best CX strategy that drives growth. Tech Mahindra and have collaborated in developing next-gen Conversational AI solutions to elevate omnichannel capabilities such as ERP, HRMS, CRM, and supply chain management. These implementations are aimed at enabling digital transformations for enterprises across the globe, serving key industry verticals such as banking, retail, telecommunications, energy and utilities, automotive, healthcare, and manufacturing.

Key Takeaways:

The insightful tech talk discussion captured answers to some of the interesting questions around impact of automation and chatbots on CX. Enlisted below are a few insights:

  • What role does CX play in creating organizations that are future proof?
  • How can conversational AI be used to transform how businesses interact with their clients, staff, and suppliers?
  • How can Tech Mahindra and’s combined conversational AI solutions benefit businesses by lowering operating costs, optimizing resources, enhancing response times, and offering insightful user insights?

Access the session recording to gain deeper insights on how today’s AI-enabled CX technology is enabling telecommunications providers deliver customer-centric experiences that foster long-lasting loyalty.


About the Author

Nikhil Pereira
Group Practice Head – CX, Tech Mahindra Business Process Services

Nikhil Pereira is contact center expert with 20 years of end-to-end contact center expertise. He has experience across the contact center spanning hiring, training, quality, workforce management, performance management. Nikhil comes with deep expertise in contact center transformation leverage digital-first tools and technologies. Conducted multiple contact center consulting studies across the globe for some of the leading brands across North America, UK, Middle East, and Australia. He is a certified “Design Thinker”, UiPath and Microsoft certified.