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Leader Talk: In Conversation with Gagan Oberoi, Managing Director & Chief Executive Officer, Espire Infolabs
Leader Talk: In Conversation with Gagan Oberoi, Managing Director & Chief Executive Officer, Espire Infolabs

September 14, 2022

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Q1) Tell us about Espire’s journey of 20 glorious years of success & growth?

It’s a proud moment for us that we have successfully completed 20 years as a trusted Digital Transformation & Total Experience partner for global brands. The journey has been incredible and full of learning, which has helped us to reach this far.

Espire had started its journey in 2001 with a primary focus on Digital Engineering with custom-built applications along with handful of employees based out of India. However, today westand as not just a Digital Transformation leader but an organization with a focus on improving Total Experience (TX) for global brands-- aimed at improving Customer Experience (CX), Business Experience (BX) and Employee Experience (EX) across enterprise.

Also, we are now backed with a workforce of nearly 1000+ employees spread across 12 global locations- including 3 new fully owned entities in Netherlands, Malaysia, and Philippines. This shall give opportunity to work closely with customers in these regions and ease of business to the clients interested to have contracting with these entities. 

Q2) According to you, what were the key highlights of this journey?

Few milestones in the journey are worth mentioning like diversification of our services in 2005-06, into the prominent space of CX around Tridion and Drupal based CMS platforms as well as Customer Communication Management (CCM) services based onPitney Bowes platform. However, today, we have taken a big leap with strategic partnerships with CMS brands like Sitecore, Umbraco, Contentful, Acquia, Adobe etc.We have also expandedour CCM capabilities with globally renowned CCM players like Quadient, Opentext, Smart Communications, Messagepoint and many more!

We strive hard to strengthen our capabilities and offer a wide array of new-age technologies &services to our valuable customers. Smart Communications and Hylandare among few of our partners which are recently added in our service catalogue, and we are looking forward to leveraging these partnerships like our existing ones and initiating some great success stories with them as well.

In 2020, based on our foundation of relentless commitment towards resolving business problems and bolstering growth for global brands,we evolved our service offerings- providing Total Experience with a Cross-Enterprise approach to deliver future-ready services that are resilient to market disruptions.

Q3) Tell us how Espire’s new positioning towards Total Experience is going to help global businesses?

With focus on TX &our exclusive framework Customer Engagement Hub (CEH) and agile solutions around Customer Journey Mapping (CJM) and Employee Journey Mapping (EJM), we are paving way for enterprises to deploy & deliver the best-in-class CX, EX, and BX – with overarching service offerings around Multi-Experience (MX), and User Experience (UX). Our focus is to bring a positive impact to brand's profitability and revenue streams, with emphasis on delivering engaging digital experiences, especially when the world traverses through a new normal.

To second that, I am glad to share that our TX approach has resulted intoabove-partransformation for our global customers, for which time and again, we have been recognized/rewarded by our partners like Microsoft, Sitecore, Searchstax etc.

Furthermore, we have also been acclaimed outside our partner ecosystem, as we areshortlisted as finalists in the UK Customer Experience Awards 2022 for our Total Experience Solutionsto two of  the leading brands in Europe.

Q4) Which are the services and industries that Espire has a strong hold on?

Over the years, Espire has explored and built strong capabilities around Digital Workplace, Enterprise Solutions, Analytics, Cloud DevOps, Automation, Security Services and Enterprise-wide Integration and a lot more!

For over 2 decades, our solutions/services have been instrumental in the digital journey of global brands across various industries including Higher Education, Insurance, Logistics, Healthcare, Energy & Utilities, Customer Communication Service Providers, Manufacturing, Banking & Financial Services, Public Sector, Healthcare, Recruitment and Staffing as well as Digital Agencies & ISVs.

Q5) Tell us how do you make sure that your global customers are getting services of topnotch quality?

Throughout this journey, maintaining highest standards of quality processes for our customers has been Espire’s prime focus. Over the time, we have attained various ISO certifications & CMMI appraisals, and with the recent appraisal at CMMI Services V2.0 ML5, Espire has once again highlighted its strong process foundation& capability innovation- striving to deliver Total Experience (TX) to the customers and fast-track their growth trajectory.

Q6) How do you ensure that your employees are satisfied and are motivated to fulfill their roles/responsibilities with the best of their abilities?

Besides strong process foundation, investing in human capital and fostering a healthy & collaborative work culture is of equal importance for Espire. Over the last few years, we have been conducting Employee Satisfaction Survey, spearheaded by our Human Resources department to gauge our employee engagement and happiness. However, at the start of the year 2022, all our efforts paid off and Espire is now Great Place to Work-Certified™ in India! This certification has certainly strengthened our vision to provide a collaborative culture, equal opportunities, and immense value to our employees. I would like to express heartfelt gratitude to our team for their endless support and trust in us, Cheers to Espirians!

 

The dedication of Espire’s employees in serving global customers has been vital innew customer acquisitions&Espire’s expansion- enabling the team’s growth at an annual rate of more than 30%. We truly believe that employees’ development is a pre-requisite for an organization’s development and by establishing ‘Espire Academy,’ we intend to help them widen their horizons and upskill themselves with the latest technologies.

Q7) How did Espire/Espirians perform during the pandemic and what are the plans for the new financial year?

The perseverance and commitment exhibited by Espire’s Team in delivering above-par services for its customers in times of crisis, has helped it in sustaining its growth momentum & sailing seamlessly throughout tough terrain by achieving an average 30 to 35% YOY growth rate.

As a road ahead, we are all excited for the new beginnings and shaping the FY’23 with agility and resiliency, we have started working from office in Hybrid model from 1st April 2022, and we are steering forward with great impetus to help global brands achieve Total Experience— driving digital business strategy with future-ready and innovative digital transformation solutions. We strive to foster a culture of customer-centricity, innovation, and technical excellence to ensure the best-in-class services for our customers across the globe.

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