Our guest today is Keshav R Murugesh, group CEO of WNS, one of India’s largest business process management companies. In this conversation, Keshav talks about how the sector, which started out as cost-saving based business process outsourcing, grew to provide more business value and is now an engine for the digital transformation of some of the world’s biggest companies in areas including financial services, travel and healthcare.

(00:40) Intro to The Daily Tech Conversation

(00:52) Our guest today — Keshav R Murugesh, group CEO, WNS

(01:51) WNS has played in all the three models of the BPM industry, going from wage arbitrage to value beyond cost to digital transformation

(03:07) What digital transformation means for business process management providers

(05:05) Today’s focus is to get enterprises to engage end customers directly

(07:40) Every conversation today is about solving a problem, not technology

(09:06) What is the direction in which WNS is evolving — dramatically moving away from the traditional models of business process outsourcing

(10:05) Non-linear growth models, driven by technology

(13:32) Biggest takeaways from the Covid pandemic

(15:42) “We completely changed the way we ran the company”

(18:50) WNS’s third-quarter results for the current fiscal year were the best in the history of the company

(19:40) How WNS is using the cloud model and what its customers are doing

(23:30) Everything as a service

(25:30) How recruiting and training and talent acquisition are changing in BPM today

(30:05) Biggest challenges ahead

Theme music courtesy Free Music & Sounds:

https://soundcloud.com/freemusicandsounds