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RP Sanjiv Goenka Group

Media

Win customers over with speed, convenience and consistency

Capture new opportunities with digitally enabled solutions
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Data-driven operations to drive growth

With growing content proliferation and fragmentation, increasing your subscription base is the only sure-fire way to thrive in the marketplace. Fuse analytics with digital FTEs and human intervention to increase the number of subscribers and engender brand loyalty – without inflating your acquisition costs. Our data models and advanced algorithms develop target subscriber personas and drive personalized omnichannel campaigns to boost fresh subscriptions and renewals.
“The insights from Firstsource’s analytics team were enormously valuable. Firstsource really got to the root of what was causing customer complaints, improved the accuracy and helped us in fixing them. The results on our core metrics speak for themselves where NPS, FTR and Save Rate have improved significantly month on month. It was joint teamwork with great collaboration between both businesses – outstanding work all round.”

Adi Heesom

Director of Operations

Unlock the power of digital: Explore our offerings

Customer Acquisition & Servicing

Power smart customer and associate experiences with Intelligent Automation. On the one hand, deliver personalized omnichannel experiences, backed by customer journey mapping and speech and text analytics. On the other, boost associate productivity with Unified Omnichannel Desktop and Next Best Actions.

Tech Support

Differentiate your business and boost product adoption with best-in-class omnichannel customer engagement driven by premium tech-support.

Social Media, Forum & Community Management

Make online customer communities the cornerstone of your engagement. As your content moderation partner, we’ll help you improve content relevance and engagement.

Billing & Payment Processing

Take the stress out of your system even during peak periods. Our Intelligent Automation, AI and analytics-led solutions help improve service quality and profitability.

Complaints Management

Complaints Management Statistics show that 79% of consumers are unlikely to engage with a brand again, if their complaint is mishandled. Rapidly resolve customer complaints on a channel of their choice using tech-driven insights.

The New CX Realism Transforming Customer Service in the real world

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Designing an omnichannel strategy to delight today’s multi-channel customers

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Improving NPS score for a leading UK TV subscription service

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The New CX Realism Transforming Customer Service in the real world

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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