Vijay Narsapur sees customer experience (CX) as a business growth engine. His approach to experience leadership reflects that belief — connecting strategy, technology and people to drive measurable outcomes across customer satisfaction, employee engagement and business value.

His strategy for AI transformation builds on the same principle: AI should create meaningful value for customers, employees and the business.

As SVP and Global Head of the Customer Experience Integrated Unit at Infosys BPM, Narsapur leads more than 13,000 customer experience professionals across 47 delivery centers in 16 countries. His organization serves more than 120 global clients, supports 33 languages and manages more than 36 million transactions annually. At that scale, transformation is complex — but continual innovation is essential to keep pace with clients’ needs and their customers’ expectations.

Narsapur anchors that innovation in AI-first transformation that’s practical, outcome-driven and human-centric. He connects CX initiatives directly to business priorities, such as revenue growth, profitability, efficiency and customer loyalty. And he does this all while investing in the skills that employees need to succeed as technology reshapes their roles. Today, 35% of the unit’s projects are AI-driven.

One major CX transformation illustrates his approach.

When client experience metrics remained stagnant despite operational investments, Narsapur engaged with his teams to uncover friction points and refocus the initiative around experience orchestration and employee enablement. The result: improved customer satisfaction, reduced agent effort and greater adoption of digital tools.

That focus on measurable outcomes is paying off across the business. Under Narsapur’s leadership, the Customer Experience Integrated Unit achieved 21% year-over-year revenue growth and a 21% efficiency improvement in fiscal year 2026.

To maintain that momentum, Narsapur encourages his teams to start with real client challenges, test ideas through pilots and then scale what works. He has established a dedicated transformation team and created opportunities for cross-functional teams to experiment with AI, automation and experience orchestration.

“We synthesize ideas, put a proper plan together and make course corrections as we move forward,” he said, adding that the unit works diligently to maintain “a strong balance between being action-focused and outcome-focused.”

AI plays a central role in that approach. Narsapur uses AI-driven insights to understand customer sentiment, identify operational bottlenecks and guide decisions around capacity, automation and experience investments. He also champions capabilities, such as Genesys Cloud™ Agent Copilot, to help employees work more effectively while delivering more consistent customer experiences.

In one case, AI uncovered a disconnect between customer expectations and scripted responses. Narsapur sponsored a redesign of conversational flows using AI-driven recommendations, resulting in more empathetic and personalized interactions while improving agent confidence, reducing handling time and increasing customer satisfaction.

But for Narsapur, transformation succeeds only when people succeed with it. He maintains regular leadership forums, town halls and skip-level conversations while investing heavily in his teams’ career development and AI skills. A quarter of its leaders have completed strategic AI programs.

“We did not lose sight of the human dimension of transformation, be it for the employees themselves or for our end customer,” Narsapur said. “Employee and customer satisfaction are always important parameters in judging the success of all our efforts.”

The results of his approach extend well beyond operational improvements. Under Narsapur’s leadership, the percentage of clients willing to serve as references has risen from about 8% to 40%, while the business added new customers and secured renewals in fiscal year 2026. Client transformations have delivered results ranging from a 19% improvement in customer satisfaction and a 34% improvement in first-contact resolution for one investment company to a Net Promoter Score (NPS) increase from -27 to +54 for a large telecommunications company.

Receiving a 2026 Genesys Orchestrators Innovation Award has reinforced Narsapur’s conviction in the path his organization has chosen: “Our commitment to investing more and innovating more will only go up from here.”

Meet the other 2026 Genesys Orchestrators Innovation Awards winners.