Shalini Tayal
Shalini is a PRC, CIR (AIRS) and TSC (ASA) certified recruiting professional with over 20 years of experience in full life cycle talent acquisition recruiting/staffing, organizational development, training, employee benefits, strategic planning.
Akhil Tayal
With 20+ years’ experience at world’s leading professional services firms, Deloitte Consulting, Strategy &/PwC and Genpact, Akhil is a seasoned contact center and omnichannel customer service professional, helping Fortune 500 companies transform their customer interactions – improving customer experience and increasing revenue while balancing operational costs.
His expertise lies in holistically designing and executing contact center and customer service transformations across people, process and technology capabilities through initiatives like benchmarking, operating model definition, business process and metrics redesign, improvement of talent practices, outsourcing and offshoring, and use of leading-edge technologies. With a deep understanding of core and emerging customer interaction technologies like AI, GenAI, CCaaS, CRM, and IVR, Akhil has been able to apply thoughtful digital interventions in customer and agent journeys, as well as core operations to improve experience and increase efficiencies. He also led the design and deployment of green field contact center functions, both captive and outsourced.