First Contact Podcast | Season 3 | Episode 9 Building solutions to solve problems within the business ecosystem, with Hemanth Gorur Building solutions to solve problems within the business ecosystem, with Hemanth Gorurhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Vice President Client Operations 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 Hemanth Gorur started his career with CGI as a developer in India in the year 2001 and has worked in various roles within CGI focusing exclusively in banking industry. In his current role, he is focused on transforming the lending eco-system specifically focused on smarter delinquency management in collections space. He drives his transformation vision focusing heavily on bringing people, process and technology to address the “so what” not just the what/how. He is based out of steelers nation / Pittsburgh. When he is not solving banking problems , he enjoys spending time with his family and enjoys his love-hate relationship with golf on the golf course. https://nobelbiz.com/wp-content/uploads/2022/10/Hermanth-round.png GUEST Hemanth Gorur Vice President Consulting Services at CGI Explore more from this episode... Video Digitalization: CGI's Approach on Tech and Clients CGI is one of the leading providers in IT and business consulting services with over 88 000 consultants working in 400 offices worldwide. Part of their DNA is putting the client at the center of everything and focus on the holistic digital transformation capability. Video + Article The focus on event-driven journey orchestration Event-driven journey orchestration is a concept that CGI has been talking about for a while and it means to be more granular, and focus on a customer situation or event. Rather than trying to create an entire optimized journey through your website. Video Breaking down silos with secure cloud strategies As organizations are looking to transform to a more agile and nimble organization, they have realized that there has been a clear need to break down the silos when it comes to tech within their organizations. The understanding of technology has become clearer. Video + Article Digital Transformation Is About Customer Self-Service With COVID, the need for technology to be secure, to be able to scale it and protect your business and give yourself the ability to access the people, outside of your physical footprint has increased. Digital transformation really is about making the self-service capabilities available through digital channels. Video Understanding your customer: Omnichannel vs Optichannel The adoption rate has increased by 20% towards a digital channel. Hemanth says that when we look at omnichannel, the focus is that everything a contact center channel can do, should be eventually self-served as well. Video The future is a collaborative ecosystem We're moving from an individual, singular focus to something that's more of an agile mentality where the systems are going to work together, faster and easier. The future is about a collaborative ecosystem strategy versus a bunch of different companies with different products. Video Regulatory changes 20 years ago until now, from a tech standpoint The major regulatory changes that come into effect in this industry are focused on keeping the end customer’s interest and the challenges in mind: how do we engage with our customer and how often do we engage with the customer. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!