Gagan Oberoi Interview with Aspire Leaderboard
In this month's Professional Spotlight, Aspire Leaderboard caught up with Gagan Oberoi, MD & CEO of Espire Infolabs. He shares his views on the CCM market, and where it is headed.
Q. What is the biggest lesson you’ve learned so far in your career?
In present times, customer experience is the key! However, to fully understand customer goals and objectives, & ensuring conversions - brands must enrich their employee experiences. This means that all businesses should have an 'inside-out' approach of empowering employees with quality capabilities, to achieve superior CX - every time!
Q. What excites you about the CCM industry right now?
The CCM industry now covers the full gamut of CX. Customers demand more personalised communications, and to achieve this consistently - the modern day CCM should be an amalgamation of the best from AI/ML, self-service features, cloud, intelligent automation, and security.
Q. What should we watch out for from Espire in the coming months?
Espire's long-term goal is to break organisational silos & build cross-enterprise solutions with CJM and our proprietary framework - Customer Engagement Hub.
The aim is to maximise customer centricity with our DXP, CCM, and DWP platforms and cover both outbound & inbound communications, with our key partners Sitecore, Microsoft, Quadient, Messagepoint, Kofax, WSO2, and Mulesoft.
To read the entire interview please click here.
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