Infosys BPM Podcasts: Recent Episodes
Infosys BPM
We at Infosys BPM, provide end-to-end business outsourcing services for our clients across the globe. Subscribe and tune in to listen to how digital business transformation is changing our lives.
This is a comprehensive podcast that explores strategies for creating exceptional customer experiences. It emphasizes the importance of going beyond mere satisfaction and striving to delight customers. It delves into understanding customer needs, personalizing experiences, building emotional connections, demonstrating empathy, exceeding expectations, and seeking continuous improvement.
Generative AI is revolutionizing customer service by automating routine tasks, such as answering FAQs and providing personalized product recommendations. It enhances customer experience by offering instant responses, reducing wait times, and generating tailored content. Additionally, generative AI enables agents to focus on complex issues, improving overall customer satisfaction and loyalty.
Welcome to the Talent Assurance & Role Readiness podcast. Join us as we dive deep into the world of building high-performing teams and future-proofing the workforce. From identifying critical talent gaps to developing comprehensive role readiness plans, we'll explore strategies and best practices to optimize your organization's human capital. Discover actionable insights from industry experts, HR leaders, and talent development professionals as we navigate the evolving landscape of work and uncover the keys to unlocking your organization's full potential.
In a world of ever-rising customer expectations, how do you stay ahead of the curve? Join us as we explore the future of customer experience on the "Aiming for the Next-Gen Customer Experience" podcast. We'll delve into the latest trends, technologies, and strategies that are transforming the way businesses interact with their customers. From technology readiness to empathy and human connection, this podcast will uncover the secrets to delivering exceptional customer experiences that drive loyalty and growth.
Generative AI can revolutionize Business Process Management (BPM) by improving customer experiences and optimizing business processes. Gen AI models analyze vast data sets to predict future needs and suggest efficient staffing, equipment, and material deployment. Ultimately, generative AI can transform BPM into a strategic driver, boosting overall business performance.
In this episode, we explore the dynamic landscape of leadership in the hybrid world. The conversation dives into practical strategies for navigating the challenges of hybrid work. Uma Sankar, the Head of Organization Development, emphasizes the importance of transparent communication, balancing work-life dynamics, and cultivating cross-functional leaders in this hybrid working world.
Business transformation fuels the evolution of BPM. It pushes beyond simple process tweaks, prompting a complete overhaul to align with new market realities. This embrace of change fosters agility, allowing you to leverage digital tools and adapt to your customers’ needs, keeping your business at the forefront.
Upskilling equips your workforce with new abilities to thrive in a constantly changing business landscape. It keeps your employees relevant, fosters innovation, and ensures your company stays competitive by adapting to emerging technologies and market demands.
In the telecom industry, artificial intelligence (AI) has made significant strides. It has led to the development of highly personalized products, enhancing customer experiences and satisfaction. Additionally, AI optimizes fulfillment processes, resulting in more efficient service delivery and cost savings. Furthermore, AI’s role in network management includes predicting and preventing issues, ultimately improving overall network performance and reliability.
The new talent management methodology embraces a forward-looking model, emphasizing sustainable strategic growth. By consolidating talent units based on location, domain, and job level, we are in the process of creating a demand-driven approach, complemented by innovative technologies enabling us to maintain skill pools, optimize deployment, and encourage skill-based internal mobility.
Bite-sized learning is revolutionizing the landscape of e-learning, offering a more accessible and engaging approach to acquiring knowledge. With shorter, focused lessons, learners can absorb information in manageable chunks. This trend not only caters to the modern learner's busy lifestyle but also aligns with the dynamic, fast-paced nature of today's digital world.
Here is another engaging episode of Infosys BPM's podcast. Join us as Shyam Rao explores the groundbreaking applications of Generative AI, its impact on content creation, personalization, chatbots, and more.
Today, we delve into the art of achieving goals with efficiency and effectiveness through a quality-based approach. Binaya, our Head of Quality, gives us insightful tips that unveil the secrets to operational excellence and goal-oriented success.
To create a great user experience, it's crucial to understand the wants, goals, and needs of your target audience. In this podcast, Sourav discusses the creation of lasting user experiences in the Fintech world.
Service excellence is directly bolstered by employee excellence, as motivated and skilled employees are more likely to deliver exceptional customer experiences. This synergy between employee excellence and service quality ultimately enhances a company's reputation and competitive edge in the market.
Authentic leadership is a leadership approach centered around genuine and self-aware leaders who openly display their true selves, values, and beliefs. These leaders prioritize building meaningful connections, fostering trust, and promoting ethical behavior within their teams and organizations. By embracing authenticity, they inspire and empower others to excel, contributing to a positive and inclusive work culture.
Hobbies matter in the corporate world as they boost well-being, reduce stress, and prevent burnout. They nurture creativity, diverse skills, and innovative thinking. Balancing work with hobbies improves time management and overall productivity. Hobbies also aid networking among colleagues with shared interests, fostering a positive work environment that values personal growth.
Career growth is the continuous development and advancement of an individual's professional journey. It involves acquiring new skills, taking on increased responsibilities, and achieving higher positions within an organization or industry. In this podcast, learn about specific aspects that help you achieve great career growth.
The future of talent acquisition is poised for a transformative shift driven by technological advancements. AI-powered automation, data analytics, and virtual hiring processes will revolutionize how organizations attract, assess, and hire top talent.
Digital Transformation enables Life Insurance carriers to leverage technology for streamlined processes, improved customer experiences, and increased operational efficiency. By embracing digital solutions, carriers stay competitive, adapt to evolving customer expectations, and drive growth.
The evolution of performance marketing can be ground breaking: It goes from traditional advertising to data-driven strategies, tracking measurable results and optimizing campaigns for targeted and efficient customer acquisition and engagement.
Unconscious bias represents a type of fallacy not clearly understood by many people. These biases can influence your actions at workplace. Know more about this through Isabel’s insightful talk.
Self-service adoption in insurance refers to the increasing trend of customers utilizing digital tools and platforms to independently manage their insurance policies, file claims, obtain quotes, and access information, leading to improved convenience, efficiency, and customer empowerment in the insurance industry.
Marketing Operations refer to the processes and teams that help a CMO execute his or her vision and plan. This includes managing and maintaining the company’s websites, social media pages and digital content or running digital marketing campaigns. Shyam discusses how outsourcing partners can being effectiveness and efficiency to marketing operations.
International Revenue Share Fraud (or IRSF in short) is a type of telecom fraud where criminals exploit the international revenue sharing agreements between telecommunications companies to generate fraudulent income.
Today there is a plethora of sophisticated, devastating, and frequent cyber-attacks, such as malware, ransomware, phishing, Trojan, website spoofing, IoT hacking, denial-of-service, crypto-jacking, and man-in-the-middle attacks (MITM), among others. LN talks about new trends in cybersecurity to fight such attacks.
5G is the fifth generation of mobile network technology, and it is expected to bring significant changes and improvements to the way we communicate and access information. Mehul talks about the implications of 5G in the modern world.
What is digital finance transformation? The CFO organization has to power the rapid digital transformation of modern enterprises. This is done through a four-step approach of developing an agile and scalable platform. Listen to Prasanth in this podcast to learn exactly how this is done.
Employee wellbeing refers to the physical, mental, and emotional health and well-being of workers. It encompasses factors such as work-life balance, job satisfaction, and access to resources for mental and physical health support.
AI on spatial data is a key one of the emerging innovations with practical applications in government and private sectors. In this podcast, Dr Pradeep Kishore explains the transformative capabilities of AI on spatial data.
Organizational change management can drive employees’ adoption of corporate sustainability programs. In this podcast, Frederic Beynel talks about the various dimensions and activities around sustainability and employee empowerment.
Telecom fraud accounts for billions of dollars in lost revenue. Traditional methodology to combat fraud is less effective. In this podcast, Anand explains the signalling-based telecom fraud management solution.
Mindfulness involves ensuring one’s conscious presence in every given moment. It improves organizational productivity. In this podcast, Mario explains how mindfulness can greatly benefit individuals as well as how to implement it in an organization.
As lenders in the socio-economic system, banks are uniquely positioned to drive positive change. If they deny funding for nuclear weapons, fossil fuels, such decisions can have far-reaching ramifications. There is so much change banks can bring in if they shift their focus to sustainable profiting.
Browsers are working towards blocking all kinds of third-party cookies. This move will have a tremendous effect in the future of personalized content and ad targeting. Shyam Rao explains the implications of a cookie-less world in this podcast.
Revenue leakage is a major pain point for most organizations. There are a lot of reasons for revenue leakage. In this podcast, Anand discusses the causes and solutions of revenue leakage in the context of a telecom client.
When we hear about Costa Rica, we are immediately reminded of its biodiversity, beaches, and its verdant nature. But these aspects are no longer its only highlights. Costa Rica is the preferred offshoring destination for large companies and is effectively exporting IT services to North America, Asia, and Europe.
Leaders can and should be effective coaches. A coach should focus on the end goals, and a goal without a plan is just a dream. Coaching is all about collaboratively defining the end results. Listen to Clifford Mohan Pai, our VP & Head of Employee Relations, talk about leaders as coaches.
In the New Normal, Infosys BPM enabled its workforce to do their jobs with more autonomy and in new ways. Workforce management became even more human-centric, bringing a stronger focus on empathy, care, and wellbeing at work with digitization at the core of it all.
Social media does play a vital role in how a company goes about its change management decisions – it can be a catalyst facilitating better and faster change management. Change management requires a transformation in employee behaviour as well – whether it’s about adopting new values or working in tandem with a new leader’s vision. Social media also helps leaders and employees recognize and reward each other.
Live Enterprise is a scaffolding and structure that strengthens an organization’s digital capabilities to address five key dimensions. Hari talks about these dimensions, as applied to Business Process Management. They are
- Networked and connected
- Being agile
- Hyper-productive
- Sentient
- Anytime/anywhere experience
At Infosys BPM, human-ware enablement is all about "best of people and domain capabilities blended with best of technology to deliver services, co-creating business value and enhanced customer experience". We intend to augment business value with digital solutions in business processes, through human-ware.
This Finance ESG podcast highlights the role of finance organizations and CFO offices in the context of environmental, social, and governance (ESG) strategies as CFOs are responsible for translating corporate vision in the finance operating model to ensure ESG implementation. It is critical to develop ESG plans through the lens of business and strategy to ensure that all ESG initiatives contribute to mutual and sustainable growth for the company and communities at large
Humor is a tool that leaders can use to inspire and engage with employees. Humor at the workplace has the following benefits:
- It helps you enjoy your work
- It helps build emotional intelligence and confidence
- It makes leaders more approachable and memorable
In this podcast, Mamta talks about the benefits of humor at the workplace.
Organizations are moving from a role-based system to a skill-based system. This is quite advantageous in the following ways:
• Skills help develop employees’ capabilities further and result in greater customer satisfaction.
• Skill-based orgs behave more like a Live Enterprise
• Higher proficiency attract better pay for the employees
Nudge is an established concept in behavioral sciences. Through nudge, we are essentially “designing choices”, which is called choice architecture. In this podcast, Emma talks about:
• Taking advantage of nudge to influence success
• Using nudge for an effective change management strategy
• Developing nudge as a strategic management tool
Evolving with the changing times of today is one of the most important things corporate leaders should care about. In this podcast, our Philippines head Ayhee talks about:
• Developing and sustaining the right focus
• Creating a suitable work environment for the teams
• Building the right teams
Thanks to the power of digital banking in a pandemic hit world, many consumers have never actually visited a bank branch in the last 18 months.
• From being able to access everyday banking functions via a computer or a smart phone to cashless, cardless checkouts at groceries and supermarkets, is true digital banking finally a reality?
• But what exactly is “digital banking” and how does it differ from online banking?
This podcast has our digital banking expert talking about these and much more.
Client experience and employee experience are like two sides of a coin. This podcast discusses the key aspects of both.
- Key definitions of client and employee experience with relevant examples.
- Ways to boost client experience through proactive and predictive support
- Ways to boost employee experience by providing engagement initiatives
How important is collaboration and diversity in corporate leadership? Many leaders have demonstrated the importance of these concepts throughout the years. In this podcast, one of our women leaders, Uma Sankar discusses the importance of collaborative leadership.
Big picture thinking:Leaders should possess the ability to see the long-term picture.
Adaptability: Leaders must be able to keep calm and quickly change course as needed.
Clear communication:Leaders must be able to articulate well and keep the conversations structured and focused.
Telecom fraud risk is becoming greater every day. We have seen several fraud trends in the recent past. The podcast discusses the following key aspects:
- Emergence of people using fake and synthetic identities to procure connectivity
- Social engineering to extract critical information
- Newer risks associated with 5G, e-SIM, and AI
- Clients need to upgrade KYC processes to stay protected from the risks.
Are bots alone capable of automating a complex business process? It may sound like a feasible option, but in practical sense, bots require human intervention to complete most business process steps. In his third podcast, Gopal Kulkarni, the head of Technology Solutions Group at Infosys BPM gives in-depth idea into the human-bot collaboration aspect.
• Automation of a majority of jobs is inevitable, but human intervention will always be valuable.
• Newer jobs will be created along with employee reskilling, to ensure continued delivery of superior customer experience.
• Two categories of automation are unassisted and assisted automation.
The COVID-19 pandemic has had a significant impact on the area of customer experience. One of the most impacted industries due to this has been the e-commerce industry, which has seen a substantial increase in sales, especially in the US. In this podcast, Shyam Rao talks about the evolution of customer experience, the pandemic’s influence on it, and how has Infosys BPM responded to it, specifically in eCommerce.
Retail and CPG was an industry that was hit hard by the COVID-19 global pandemic. But the recovery in the industry and the innovative digital transformation initiatives have helped companies globally. In this podcast, our AVP Sreekant Natarajan talks about the pandemic’s effect on the industry and the digital transformation initiatives that empowered recovery.
In this podcast, one of our eminent women leaders Srimathi K Swamy discusses how the corporate leadership is influenced by diversity and perseverance, as well as her own experience of over 25 years with Infosys.
Singapore, the Lion City, is one of the freest economies in the world. It presents many opportunities to global corporations. Our leader and head of our Singapore operations, Abhinav Agnihotri, speaks about the opportunities presented by the city state.
Infosys BPM continues to be a global leader in digital transformation initiatives. In this podcast, our AVP and business head of BPM Analytics, Ravishankar, sheds some light on why Infosys BPM continues to lead in this space.
It’s known that over 50% of RPA projects fail to meet their objectives due to lack of well-planned support and maintenance. Lack of support and maintenance pull bots out of production constantly. With the health of digital bots in mind, Infosys BPM developed its in-house monitoring tool called EAGLE. In this podcast, our Head of Technology Solutions Group Gopal D Kulkarni discusses the importance of predictive support and maintenance at scale and the EAGLE monitoring tool.
How will digital transformation accelerate the banking sector? If you have been hearing about “banking as a service” and the slow decline of branch-bound banking, then please tune in. This podcast has our digital finance services expert talking about banking in 2021 and beyond.
Digital transformation has been improving our lives for some time. Technologies like tactical automation and RPA are expected to bring value to business areas where ERP/CRM upgrades may take longer or AI can be very expensive. Do you have an understanding of how RPA and digital transformation can drive organizations towards better customer experience and improved efficiency? In this podcast, Infosys BPM’s head of key solutions, Gopal Kulkarni, gives insightful thoughts around RPA and other digital technologies.