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.