Customer insight, big data and the bigger skills gap - Interview with Vivek Jetley of EXL

Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head of Corporate Strategy at EXL, a business process solutions company that integrates operations management services, decision analytics and technology platforms to help their clients deliver immediate results and long-term business impact. Vivek joins me today to talk about how companies need to create customer service teams that are cross-functional and multi-disciplinary, the convergence of customer service, sales and marketing and the challenges of implementing a big data strategy. This interview follows on from my recent interview: Using customer reviews to drive service improvement, WoM and growth – Interview with Jan Jensen of Trustpilot – and is number one-hundred and ten in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.