The ITES industry is at an inflection point. Global delivery models, margin pressures, and rising client expectations demand more than incremental improvements – they call for a fundamental shift toward connected intelligent operations.
This transformation is about aligning front-office engagement and back-office execution into one seamless system, powered by AI and automation. When customer promises and project delivery are integrated, ITES providers can achieve predictability, profitability, and differentiated value at scale.
This exclusive CXO roundtable, co-hosted by Microsoft and KPMG in India, will explore the “how” of this transformation. We will go beyond the hype to discuss actionable strategies for building future-ready ITES organisations where humans and AI agents co-create value. The central theme is a holistic reinvention of service delivery enabled by the Microsoft ecosystem-Copilot Studio, Dynamics 365, Power Platform-and guided by MSFT & KPMG’s deep expertise in operational transformation.
Key discussion topics
Customer experience as a strategic growth lever
In a competitive market, experience is the new currency. ITES providers must move beyond transactional interactions to deliver personalised, proactive engagement across the lifecycle – from lead to order to service.
How AI-driven sales and marketing can accelerate conversions and improve client acquisition
Reinventing customer service (including contact centers) with Copilot and autonomous agents for faster resolution and superior service
Creating a unified customer view to drive loyalty and lifetime value
Unified project management as the backbone of delivery excellence
Behind every great experience is flawless execution. ITES organisations manage complex projects that require precision, agility, and financial control across project life cycles.
Our insights
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