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Vasupradha Srinivasan

Vasupradha Srinivasan

Vasu is a principal analyst at Forrester helping customer service and contact center technology leaders navigate and resolve the challenges in building and orchestrating winning customer experience strategies. Vasu advises Forrester clients on how to transform the contact center and customer engagement with practical insights into technology, platforms, data and analytics, defining strategy, and achieving operational excellence. Her research also focuses on business process outsourcing (BPO) and the role of insights and technology in transforming BPO and contact center services. Vasu’s research covers current and emerging technologies like digital adoption platforms, workforce optimization platforms, conversational AI, generative AI, and customer service automation.

Previous Work Experience
Vasu has worked in various channel transformation, channel insights, customer experience, and strategy roles at BPOs. Most recently, she led the channel transformation and insights-driven BPO practice at Wipro, where she drove technology and market strategy for digital channels of support, including chatbots, chat, virtual assistants, social support, and AI-driven customer engagement applications in both voice and text. Prior to that, Vasu was with [24]7.ai, where she worked in a variety of transformation-focused roles within the customer engagement space.

Education
Vasu has a degree in computers and statistics from Bangalore University and a master’s degree from Pondicherry University.

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