Pethachi Pichappan

About Pethachi Pichappan

A builder throughout my career in both IT and Business services through innovative and path breaking business ideas opening new markets, establishing new delivery centers and launching new businesses and products.Currently focused on implementing Agentic AI solutions for CX operations - Enterprise scale Virtual Assistants, Agent Assist Co-pilots and AI generated Insights Pioneer of IT outsourcing since 1990 and established IT outsourcing programs for Nielsen Media, KPMG and Verizon. Established a captive IT development center for Verizon in and it has currently grown to resources in India – a first for a US Multinational and won the highest Individual Excellence award.Expanded BPO business for both IBM and Concentrix in growth markets such as China, Korea, Brazil and opened new markets such as Africa, Middle East. In both IBM and Concentrix, transformed BPO business from a voice based services to a digital Services including digital marketing services, digital customer care, omni channel customer interaction, cognitive automation, desktop automation, back office automation, campaign management services, revenue generation using social channels and advanced analytics. Grew the digital business for Concentrix and won several new clients in Digital Services. Established Automation Center of Excellence, Customer Design Center of Excellence and Innovation Council for Concentrix.Developed several game changing products that are deployed globally through a strong focus on UI/UX and using AI and Machine Learning and solving unique business problems in Security, Performance Management and Quality through leading edge technologiesAdvisor for CX AI startups in Silicon Valley and in India. Published several white papers and awarded three patents.Specialties: Design, Build and Optimize - Digitial Transformation Customer Experience services using Agentic AI, CCAAS solutions and products. Awards:TRAIL BLAZER Award by CEO, Concentrix- 2023 for building Infrastructure as a Service offering and winning a large US deal in 2023 and in 2022 for establishing successfully Automation Center of Excellence. Verizon Individual Excellence Award by Chairman, Verizon - 2001 for establishing Verizon, IndiaExecutive MBA from Duke, Fuqua School of Business, USAMBA in General Management and Computer Systems, XLRI, IndiaElectronics and Communication Engineering, National Institute of Technology, IndiaDesign Thinking Principles - Certification from Columbia Business School, USADigital Transformation Services - Certification from MIT, Sloan School of

Experience

1. Vice President Information Technology

   Concentrix

   Jun 2019 — Present · Tampa, FL, US

   Responsible for Automation Center of Excellence, Innovation, Product Development and Digital Customer Experience Transformation SolutionsCurrently focusing on Generative AI - design, build and run Initiatives providing thought leadership and developing leading edge solutions through Vendor Partners and in house development. Established Automation Center of Excellence in 2018 and developed and deployed automation capabilities for both internal operations across all shared services functions and delivery operations and for external clients in various industries. Wide range of automation capabilities for both customer interaction channels and business process automation through in house development team and partnership with leading edge vendors such as UIPATH, Automation Anywhere, PEGA and IBM WATSON and Google Workflow. Won several industry awards for successfully delivering business value.Established Innovation Council and think tank teams and developed several leading edge products in several functions such as Work at home offerings, performance management, security and delivery operations. Established Product Management Practice and manage a portfolio of 20 products. Established UI/UX Center of Excellence and Machine Learning Practice to focus on customer experience and develop game changing capabilities. These initiatives helped to generate revenue, develop IP, differentiate from competition through innovation and deliver business value through technologyDeveloped Digital transformation solutions using Omni Channel cloud based Natural Language Conversational automation capabilities and real time customer interaction insights and intelligent agent assist capabilities that reduced overall cost of operations and improved customer experience and enabled revenue generation.Established partnership with local vendors in several countries such as Korea, China, ASEAN and India to provide cost effective local language solutions with speed to delivery

Education

• National Institute of Technology, Trichy, India

  Bachelors in Engineering, Electronics and Communications Engineering

  1979 — 1984

• Columbia Business School

  Digital - Next Generation Enterprise, Business Administration and Management, General

  2017 — 2017

• The Wharton School

  IBM Executive Management

  2011 — 2011

• Duke University - The Fuqua School of Business

  MBA, Global Management Program

  2000 — 2001

• XLRI Jamshedpur

  PGDPM, General Management

  1984 — 1986

• MIT Sloan School of Management

  Digital, Design Thinking Principles

  2017 — 2017

Skills

• Consulting
• Analytics
• Bpo
• Outsourcing
• Team Management
• Business Intelligence
• Crm
• Profit & Loss Management
• IT Strategy
• Business Transformation
• Professional Services
• Business Process Outsourcing (Bpo)
• Business Process
• Leadership
• Service Delivery
• Pre-Sales
• Global Delivery
• Offshoring
• Solution Architecture
• Program Management
• Project Management
• IT Operations
• Governance
• Business Process Improvement
• Strategy
• Customer Relationship Management (Crm)
• Call Centers
• Business Development
• Software as a Service (Saas)
• Management
• Vendor Management
• Information Technology
• Cloud Computing
• Saas
• Executive Management
• Telecommunications
• Management Consulting
• Project Portfolio Management
• Enterprise Software
• Enterprise Architecture