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: How To Scale Your Chatbot

    Focus On Design And Knowledge Management For Chatbot Success

    December 16, 2019Vasupradha Srinivasan, Leslie Joseph

    While setting up a chatbot is relatively easy, driving adoption and achieving scale and meaningful outcomes is an uphill climb, and many tech teams struggle to fulfill the promise of chatbot deployment. Scaling a chatbot is less about AI or conversational design than it is about information architecture, knowledge management (KM), and organizational alignment. Firms must radically simplify how they deploy and support bots instead of overengineering them. This report helps application development and delivery (AD&D) pros identify ways to successfully scale their chatbot program.

  • For Application Development & Delivery Professionals

    REPORT: Predictions 2020: Customer Service

    Automation Remakes The Contact Center Organization

    October 31, 2019 Ian Jacobs, Art Schoeller, Kate Leggett, Vasupradha Srinivasan, Annalise Clayton, Caleb Ewald, Daniel Hong

    We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups. Some jobs will alter irrevocably, but probably not the ones that most brands expected or not in the ways that brands would have predicted just two years ago. Customer service leaders: read these five predictions to understand what to expect next year in your AI-fueled transformation journey.

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