Customer experience 4.0 – The role of data and digital in personalized experiences

12th January, 2022 4.00PM EST – 5.00PM UK time

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Hear from the Experts

Ashish Bisaria

Global Head, Customer Experience Practice, Firstsource

Nick Clark

Customer Service Expert, UK, BCG



Event overview

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    Sundara Sukavanam

    Chief Digital Officer, Firstsource

    Sundara Sukavanam is Chief Digital Officer (CDO) at Firstsource Solutions. He drives the ‘Digital First, Digital Now’ agenda for the organization with the focus to help our customers in their digital transformation journey.

    Sundara leads Firstsource’s Digital Services including Intelligent Automation, Analytics, and scaling Business Process as a Service (BPaaS) offerings. He also manages global partnerships with industry-leading platforms in RPA, ML/AI and SaaS and integrate that IP into our solutions.

    Sundara successfully combines visionary Intelligent Process Automation with practical execution, helping clients realize the business value of Digital with the right strategy, products and implementation approach. As part of the CIO’s office, Sundara built large scale enterprise platforms across Operations, Sales and Marketing, Planning and Forecasting, and Enterprise Performance Management, in partnership with the business.

    Sundara is a business and technology leader with over 24 years of experience in the IT & Operations industry, working with the world’s leading corporations across the Manufacturing, Utilities, Retail, Financial Services, Healthcare, and Media & Information sectors – delivering solutions in Application Development, Core Modernization, Cloud Migration, Quality Assurance, Analytics and Intelligent Process Automation.

    Sundara has a Master’s degree from National Institute of Technology, India and Certifications from the Stanford Business School. He is based in the US with his wife and teenaged son. Sundara is an avid reader and a sports buff.

    Dr. Yan Chow

    MBA Global Industry Leader, Healthcare, Automation Anywhere

    Dr. Yan Chow is Global Industry Leader for Health Care at Automation Anywhere, which is an industry leader in intelligent automation software. Intelligent automation relieves humans of manual, repetitive tasks better done by computers, and leverages next-generation capabilities like natural language processing and machine learning.

    Formerly, Dr. Chow was Medical Director for Digital Medicine at Amgen, where he led strategy and implementation of digital initiatives in clinical trials.

    Dr. Chow was also national Director of the Innovation & Advanced Technology Group (IAT) at Kaiser Permanente. IAT assessed over 2,000 startups, ran a successful innovation grant program, and worked with KP’s award-winning Garfield Innovation Center.

    Dr. Chow co-founded a venture-funded NLP analytics startup, has 3 U.S. patents, and has been an invited speaker at industry conferences. In 2014 he was recognized by Healthcare IT News as one of the top healthcare innovation leaders in the U.S.

    Dr. Chow earned his A.B. from Harvard, M.D. from UC San Diego, and MBA from UC Berkeley.

    Noel A Felipe

    Senior Vice President & Revenue Cycle Practice Leader

    With more than 25 years of experience in healthcare accounts receivable management, Mr. Felipe has a proven track record of developing progressive “client-based” solutions and building strong cross-functional teams to implement those solutions and maximize client results. He attended Miami Dade College and is a member of the HFMA and the American Association of Health Administration Management (AAHAM). Mr. Felipe served two terms as president of the Florida Chapter of HFMA and was appointed to HFMA’s National Advisory Council for Revenue Cycle.

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