Vasupradha Srinivasan

Senior Analyst

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.

Insights-Based Services Will Future-Proof BPO
July 8th, 20217 min read

Insights-driven business process outsourcing (BPO) firms are an evolving breed of vendors that are moving away from traditional time-and-effort engagements to newer outcome-oriented engagements powered by insights. The Forrester Wave™: Insights-Driven Bus

The Future Of Chatbots
April 2nd, 20217 min read

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they'll continue to proliferate as companies double down on digital. However, there is good news: Over the next five years, we'll see advances in the overall user experie

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Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.