RP Sanjiv Goenka Group

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The Future of The UK Telecom Customer Experience: Trends To Watch For in 2021 and Beyond

Thursday, April 22nd, 2021 – 2:00 PM BST

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Hear from the Experts

Sundara Sukavanam

Ashish Bisaria

Executive Vice President, Digitally Empowered Contact Centre, Firstsource

David Campbell

Senior Vice President Client Services, Firstsource

Noel A Felipe

Senior Vice President & Revenue Cycle Practice Leader

The Future of Customer Experience: Hear from the Top Telecom Leaders in the UK

Join us for an exclusive virtual roundtable discussion featuring senior telecom business and technology executives in the UK. Our experts will share fresh perspectives on the most important drivers and trends that are influencing the telecom customer service transformation journey in 2021 and beyond.
Sundara Sukavanam

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 & AdvancEdTechnology 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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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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