IQPC's 12th Annual Shared Services Summit

Date: September 22-25, 2008
Venue: Caesar's Palace, Las Vegas, NV, USA

Event Overview | Session Details | Speaker Profile

Event Overview
Infosys BPO is a co-sponsor of the IQPC's 12th Annual Shared Services Summit. The summit focuses on talent management, the trends in shared services, adding business value and outsourcing.

Session Details

Topic: Get Closer to Your Customer - Leveraging an Effective Sourcing Strategy
Date: September 23, 2008
Time: 11:25 PT
Booth Number: 12
Speakers: Dan Smoot, Vice President, Worldwide Customer Service & Support Operations, Cisco
Ritesh Idnani, Vice President, Infosys BPO

Session Description
Customer operations must ensure flexibility and customer satisfaction while focusing on operational excellence, process standardization, compliance and control.

In this session, Dan Smoot of Cisco talks about his company's world-class customer operations function and how it has leveraged a global sourcing partner in this journey. Ritesh Idnani from Infosys BPO talks about how enterprises need to move from processes to business metrics to be a mature sourcing partner.

Speaker Profile

Dan Smoot

Dan Smoot is the Vice President, Worldwide Customer Service & Support Operations, Cisco. His responsibilities extend to the areas of transformational process improvement. Dan is an active member of several internal business councils such as the Business Process Operations Council, the Connected Operations Executive Council, the Inclusion and Diversity Council and the Services Operation Council. He is the executive sponsor of the New Hire Network where he provides thought leadership for career development.

Ritesh Idnani

Ritesh Idnani heads Infosys BPO's global sales and marketing. He drives the go-to-market strategies and oversees the strategic business objectives, including the identification of new opportunities, development and monetization of market-led solutions, corporate strategy and customer relationship management. He drives the strategy, solution design and operations for Infosys BPO's banking capital markets, insurance and healthcare businesses.

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