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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.

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.

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 Most Recent Research

Research

The Future Of Chatbots

UX, Use Cases, And Design Will Evolve Over The Next Five Years

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they'll continue to proliferate as companies double down on digital...

7 min read
Research

Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

January 20th, 2021 | Vasupradha Srinivasan

Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation...

1 min read
Research

Customer Service Shines Through The Crisis

How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences
January 19th, 2021 | Amit Bhatia , Vasupradha Srinivasan

As businesses coped with a string of crises in 2020, customer service was a crucial part of the response; sometimes, it was the only point of contact for...

8 min read
Research

The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

Twenty Technologies Underpin Customer Service
January 19th, 2021 | Kate Leggett , Ian Jacobs , Art Schoeller

Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service...

18 min read
Research

Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

December 14th, 2020 | Vasupradha Srinivasan , Arnav Gupta

Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives...

16 min read