Skip to main content
Vasupradha   Srinivasan

Vasupradha Srinivasan

Senior Analyst Serving Application Development & Delivery Professionals

Vasu serves application development and delivery (AD&D) professionals. Her research helps AD&D pros successfully navigate the challenges in building and orchestrating winning customer engagement across digital support channels and journey-based engagement. 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. Vasu’s research helps clients understand the relevance and dynamics of customer and interaction analytics in contact centers.

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 Ltd, 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.

Vasupradha Srinivasan

Senior Analyst Serving Application Development & Delivery Professionals

Vasu serves application development and delivery (AD&D) professionals. Her research helps AD&D pros successfully navigate the challenges in building and orchestrating winning customer engagement across digital support channels and journey-based engagement. 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. Vasu’s research helps clients understand the relevance and dynamics of customer and interaction analytics in contact centers.

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 Ltd, 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.

Vasupradha Srinivasan's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

    The 13 Providers That Matter Most And How They Stack Up

    November 12, 2020Vasupradha Srinivasan, Leslie Joseph

    In our 21-criterion evaluation of insights-driven business process outsourcing (BPO) providers, we identified the 13 most significant ones — Accenture, Cognizant, Concentrix, Conduent, DXC Technology, EXL, Genpact, IBM, NTT DATA, Sitel Group, Sutherland, Sykes, and Teleperformance — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals select the right one for their needs.

  • For Application Development & Delivery Professionals

    REPORT: Say Hello To Insights-Driven BPO

    An Evolving BPO Business Model Offers Buyers Opportunity And Choice

    September 10, 2020 Leslie Joseph, Vasupradha Srinivasan

    Business process outsourcing (BPO) vendors are shedding their reputation as an outsourced operational partner and are rapidly recasting themselves as insights, automation, and transformation partners for enterprises on digital and process transformation journeys. This report helps application development and delivery (AD&D) pros and customer service leaders seeking outsourcing partnerships to understand this evolution and characterizes key differentiators that make a BPO vendor strong in operational excellence and transformation capabilities.

  • For Application Development & Delivery Professionals

    REPORT: Streamlining The Contact Center For The New Normal

    Tactical Recommendations For Contact Centers In 2020

    August 20, 2020Vasupradha Srinivasan

    Contact centers were among the most-affected functions by the COVID-19 crisis. As business process outsourcing (BPO) providers transition through recovery, they realize the pandemic has delivered lasting impacts on their business and challenged traditional operational strategies. This report gives customer service leaders tactical recommendations for planning and restructuring their contact centers to operate in the new normal.

  • For Application Development & Delivery Professionals

    REPORT: The Conversational Chatbot Buyer's Guide

    Decipher AI/ML Buzzwords To Understand The Features That Really Matter

    May 20, 2020Vasupradha Srinivasan

    Most organizations today have dedicated experience and strategy teams that own chatbot buying decisions. These teams must often decipher the technical jargon about AI and ML that makes it hard to differentiate between nice-to-have and need-to-have features. And the pressure to invest in best-in-class features further complicates chatbot purchase decisions. This report breaks down conversational AI into key feature groups that will help digital business pros in customer service understand the key chatbot buzzwords and invest in the features that really matter.

  • For Customer Experience Professionals

    REPORT: Predictions 2020: India

    Value-Driven Firms In India Will Win In The Post-Pandemic World

    May 7, 2020 Amit Bhatia, Arnav Gupta, Satish Meena, Vasupradha Srinivasan

    At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the post-pandemic world, which firms will lose out and which will have the best chance to win? Customer experience professionals and their colleagues should read this report to understand how the outbreak will affect firms and their opportunities with customers and employees.

View all of Vasupradha Srinivasan's Research

Clients Who Work With Vasupradha Srinivasan Also Work With:

View all related analysts