Customer Experience .. not Customer Service
Deepak Swamy is Associate Vice President at Infosys Technologies, and is responsible for strategic leadership of Infosys’ business solutions for communication services providers. He is an acknowledged industry expert on the converging communications market, leads strategic consulting engagements, and is a regular speaker at industry conferences on “quadruple-play” and IMS strategies for cable MSOs and wireline and wireless CSPs.
I invited Deepak to note his experiences and thoughts on how CSPs can become leaders of customer experience by transforming their customer service operations. He recently co-authored a paper with colleagues Ankur Bhan and Mandeep Kwatra.
