India’s BPM industry enters a new AI-driven phase | ET x Nasscom podcast Ep. 3

India’s BPM industry is moving beyond cost efficiency and process execution as AI, automation and data reshape how businesses operate. In Episode 3 of the ET x Nasscom podcast series, Sreeram Pagalla, Global Vice President – CX Operations, GCC & Transformation, Concentrix; Mythily Ramesh, Co-founder and Managing Director, Next Wealth; and Sangeeta Gupta, Senior Vice-President and Chief Strategy Officer, Nasscom, dived into the shift towards intelligent service orchestration, why human judgement remains ever-critical, and the growing convergence between BPM providers and GCCs. The conversation also examined what this transformation means for work, enterprise outcomes and India’s position in the global services economy. Watch the full podcast.