Conversational agency, Versa has appointed global customer experience (CX) specialist, Abhishek Malhotra to the newly created role of CX transformation technical director.
Versa clients will now benefit from Malhotra’s 16 years’ of international experience leading the design and delivery of innovative solutions in the telecommunications, collaboration and contact centre space.
Versa CEO, Kath Blackham, said Malhotra’s appointment came at a crucial time, with clients increasingly seeking support to digitally transform and leverage the opportunities of omnichannel customer engagement, including world-class contact centres and CX platforms.
“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,” said Blackham.
Malhotra joins from the UK, where he spent the past four years as a collaboration and contact centre product specialist at global IT specialist Natilik, guiding clients from multiple industries including banking, insurance, automotive, government and retail on their CX transformation journey.
Prior to that, he spent six years as senior technology architect at Bright Cloud, where he led product development teams building collaboration platforms and other innovative solutions that integrate with telephony and VOIP systems. He has also worked as technology lead for Infosys working with British Telecom and Cisco.
Malhotra welcomed the opportunity to help Versa’s clients further leverage the power of conversational AI, data and automation through cutting edge solutions to deliver more human-life experiences across all channels.
“I am very excited to join Versa to work with its super talented technical team that specialise in the Conversational Artificial Intelligence and Contact Centre Artificial Intelligence space, and to help our clients achieve a more compelling customer experience offering,” he said.
