Exploring Tech, AI & Innovation with Nat Radhakrishnan in an interview with DataQuest.

This episode features an insightful conversation with Mr. Natrajan Radhakrishnan, President and Chief Innovation Officer of Hinduja Global Solutions. The discussion covers emerging digital service trends, the convergence of IT and BPM industries, the transformative impact of generative AI and ChatGPT on customer experience and business processes, cyber security challenges, data privacy regulations, and India's tech growth outlook towards 2047. It offers a deep dive into how technology is reshaping business operations globally and the future of India as a tech superpower.

Explore how generative AI is revolutionizing creativity, customer service, and business processes with cutting-edge technology.

What You’ll Learn 

The blurring boundaries between technology services and business process management (BPM), creating a seamless continuum for delivering customer experience services.

The revolutionary role of generative AI, chatbots, conversational bots, and large language models in transforming customer service efficiency and experience.

Key emerging technologies such as voice and visual search, and the escalating importance of cyber security and data privacy regulations globally and in India.

The evolving workplace norms post-pandemic including hybrid work models, digital transformation in learning and skilling, and increased cyber security awareness.

India's strengths like demographic dividend, strong skilling base, growing R&D focus, digital governance improvements, and innovation ecosystem poised to drive its rise as a global tech leader by 2047.

Transcript  

Narrator: Welcoming all the listeners to the HGS podcast for an insightful session. Sunil to our Data Quest tech and business talks. This is a regular thing we have been doing for many years now where we take experts from the industry and come to know of their enlightening views on all the latest issues of the day. So today it is my great privilege to present Mr. Natrajan Radhakrishnan, President and CIO of Hinduja Global Solutions. Welcome, sir.

Natrajan: Thanks, Sunil. A quick introduction about myself. Full name is Natrajan Radhakrishnan, commonly known as Nat. I am a science graduate and an MBA from IIM Ahmedabad. I spent 34 years—first seven years in banking and finance, last 27 years in IT and consulting. Worked with large IT majors like Cognizant, Cap Gemini, IBM. Today I am President and Chief Innovation Officer for HGS, a technology-enabled customer experience player based in Bangalore, offering client-focused services.

Sunil: What are the emerging trends in digital services and customer experience, particularly post-pandemic?

Natrajan: The industry that used to have clear lines between IT services and BPM is now one continuum. Delivering BPM services requires technology; delivering tech services needs process experience. Generative AI like ChatGPT, voice and visual search, plus cyber security are transforming the space. AI-powered chatbots are becoming smarter, automating many customer interactions, dramatically reducing handling time.

Sunil: How does this impact India and the global landscape?

Natrajan: India is positioned for exciting times with its tech talent playing a crucial role. We’re evolving into a factory and R&D lab of the world, with increased focus on hyper-personalization and omni-channel customer engagement. Cyber security and data privacy are paramount, with India having recently passed a personal digital data protection act modeled on international best practices.

Sunil: Could you elaborate on digital transformation and workplace changes post-covid?

Natrajan: We have three normals now—old normal (office-based work), covid normal (full remote), and new normal (hybrid work). Digital transformation is now a reality, accelerating skilling and learnability. Cyber security awareness has become critical as well.

Sunil: Where does India stand on its 2047 mission to become an economic and tech superpower?

Natrajan: We have a strong demographic dividend, a large pool of skilled programmers, growing focus on applied research and innovation, and improved governance. Infrastructure and advanced education need continued focus. I’m optimistic India will be among the top three global economies well before 2047.

Sunil: Thank you for these comprehensive insights.

Natrajan: Thanks for having me. It’s always a pleasure to talk with Data Quest.

[End of excerpt]

This conversation provides a forward-looking perspective on technology trends, business impacts, and India's promising future in the digital era