The Startek AI-powered CX revolution: A conversation with Everest Group 

With rapid technological advancement and evolving customer expectations, businesses are under immense pressure to deliver exceptional customer experiences. In a recent conversation with Everest Group Vice President Sharang Sharma, Startek Global Chief Operating Officer Gurpal Singh shared insights into the company's growth strategy, AI-driven innovations and vision for the future of customer experience. 

Growth and innovation 

Startek's growth strategy is centered around two key pillars: inorganic growth through acquisitions and organic growth through strategic initiatives. The company recently acquired Intelling in the UK to enhance its capabilities in customer acquisition and retention, expanding its geographic footprint and market reach in the region. 

On the organic side, Startek is investing heavily in building a strong salesforce, focused on deepening its relationships with existing clients by offering a wider range of services. Additionally, the company is committed to leveraging AI and digital technologies to improve both agent and customer experiences. 

The power of AI 

AI plays a crucial role in Startek's strategy. The company developed several AI-powered solutions, including Startek AI Coach®, Startek Gamification® and Startek Agent Assist® to streamline processes, enhance agent efficiency and provide customers with more personalized and timely support. 

Gurpal emphasized the importance of this hybrid approach, combining AI with human agents to deliver the best possible customer experience. AI automates routine tasks and provides agents with valuable insights, while human agents can handle complex queries and build relationships with customers. 

Customer-centric approach 

The goal of Startek is to deliver exceptional customer experiences. The company's approach is based on flexibility, global reach and a strong focus on customer satisfaction. By leveraging AI and digital technologies, Startek provides consistent, high-quality service while being agile and responsive to changing customer needs. 

 

Future vision

For Startek, the future is clear: to be a leader in customer experience solutions, powered by AI and innovation. The company's strategic approach, combined with its commitment to customer satisfaction, positions it well to tackle the challenges and seize the opportunities of the evolving CX landscape.  

View the full conversation between Gurpal Singh, Global Chief Operating Officer and Sharang Sharma, Vice President, Everest Group.