VERSA appoints CX transformation technical director, Abhishek Malhotra

Digital transformation agency VERSA have today announced the appointment of Abhishek Malhotra as its customer experience (CX) transformation technical director.

Malhotra brings 16 years of global CX know-how, having worked for the last four years as IT specialist Natilik’s collaboration and contact centre product specialist. He also held the senior technology architect position at Bright Cloud, as well as technology lead for Infosys.

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According to Kath Blackham, VERSA CEO, Malhotra’s appointment comes at a time when VERSA clients are rapidly moving to digitally transform, through channels including CX platforms, contact centres and omnichannel customer engagement.

Malhotra’s experience has spanned multiple industries, working with clients in banking, insurance, automotive, government and retail.

“We’re thrilled to be able to offer our clients access to Abhishek’s vast expertise in providing exceptional solutions and strategies that deliver a uniform and enhanced CX approach across all digital and voice channels, including the contact centre space,” Blackham said.

The organisation focuses on emerging digital and conversational solutions. According to a Deloitte report from mid-2021, conversational AI can solve complex problems, and improve efficiencies in chatbots, leading to more broader adoption of the technology.

The study predicts that by 2022, 70 percent of white collar workers will regularly interact with conversational platforms.

According to the authors, “The global conversational AI market, including chatbots and intelligent virtual assistants, is expected to grow at a CAGR of 22 percent during 2020–25, reaching almost US$14 billion by 2025.”

According to Malhotra, he will work with VERSA’s technical team, assisting clients through AI, data and automation, specialising in Conversational Artificial Intelligence (CAI) and Contact Centre Artificial Intelligence (CCAI).

A spokesperson from VERSA said that the business and its customers will benefit from his experience in design and delivery of telecommunications solutions and contact centre collaboration.