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In the fourth episode of '#MINTBUILDBUSINESS' Leadership Connect series,  Vipul Khanna, Managing Director and CEO at  Firstsource in conversation with Puneet Chandok, President, AWS India and South Asia and Jaideep Mehta, CEO at Mosaic Digital, Head-Mint - what is Digital First, Digital Now, how does it resonate with what they are experiencing at Firstsource, and how is Firstsource translating that into capabilities & offerings.

Given the sea change in the ecosystem in which organisations are operating today, the top agenda across culture & leadership is to drive resilient business transformation. Digital Now is an urgency coming from multiple fronts, and the delay in adopting rapidly maturing technology could haunt a firm for the next 5 years. With so many online transactions, the BPO business is changing from "Run" to "Design & Run." And this is creating a whole different paradigm of competition for profitability.

 Vipul Khanna said “for us, digital services = 'Design' our client's operations and 'Run’. Outcome delivery = codify human skills into platforms. Shifting from SaaS to BPaaS (Business Process as-a-service), and refresh internal processes, ensuring they are digital enough."

 Puneet Chandok said "Agility = Customer Delight ≠ Customer Retention". Amazon’s Day 1 Culture = Customer obsession, Experiments & innovation, High-velocity decision-making approach" .

In the context of the Digital First, Digital Now strategy, where digital is a question of survival now, Jaideep further elucidated that the need to adopt to technology, cloud and being digital is all-pervasive across any and every possible sector today.

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