Sudhir Rajagopal

Sudhir Rajagopal is IDC's research director for the future of customer experience program. Mr. Rajagopal is responsible for research focused on how end user brands should consider evolving technologies to create and deliver empathy at scale in the ever-changing relationship between customers and brands. In his role, Mr. Rajagopal monitors the continual innovation of technologies to produce research that discusses the impact that these technologies will have on customer and brand experience. BACKGROUND Mr Rajagopal has more than 15 years of experience guiding organizations to achieve customer centric outcomes at scale. Prior to IDC, Sudhir spent 10 years in management consulting with both Ernst & Young and IBM. Across both firms, he led numerous large scale client facing customer experience (CX) initiatives such as real time 'Next Best Action' service and sales, experience personalization, omnichannel and digital customer servicing, digital marketing, customer journey design, CX and digital operating models and governance design, contact center transformation, CRM and BPM transformation, and designing effective CX KPIs. Prior to consulting, Sudhir spent 5 years with Pegasystems as a Business Lead where he led client engagement focused on contact center and digital sales/service transformation incorporating decision analytics, customer 360, customer journey orchestration, and enterprise case management. Sudhir spent the early part of his career with UBS Investment Bank and Polaris Software as a Business Analyst.