About Skand

Skand Bhargava is a member of the Business Process Services team and assists clients on topics related to optimizing business process service delivery models, with an emphasis on Customer Experience (CX) management, contact center, and core insurance processes. Skand’s responsibilities include managing Everest Group’s Customer Experience Management (CXM) Services and Insurance BPO membership offerings.

Prior to joining Everest Group, Skand was a Senior Analyst with Corporate Executive Board.

He holds an MBA from the Indian Institute of Management, Calcutta and a Bachelor in Engineering.

Skand's recent reports

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Insurance Analytics and Insights (A&I) Third-party Services PEAK Matrix® Assessment 2020

In recent times, insurance Analytics & Insights (A&I) has emerged as a fast-growing, high-potential ma[...]

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Conversing with AI – Intelligent Virtual Agents (IVA) State of the Market Report 2020

The global Intelligent Virtual Agent (IVA) market stood at US$300 million-US$350 million in 2019, exhibiting abo[...]

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Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

The economic uncertainty created by COVID-19 has increased the focus on digital Customer[...]

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Property & Casualty (P&C) Insurance BPS State of the Market Report 2020: Deconstructing the Present and Expected Future of Sourcing Strategies

In 2019, when leading economies were experiencing difficu[...]

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Skand's blog posts

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Customer Experience During COVID-19

This is one blog of many that explore a range of topics [...]

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How to Operationalize AI in Contact Centers

All types of artificial intelligence (AI) technology – from machine learning to [...]

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Designing an Engagement Model for the Contact Center of the Future

As the customer experience (CX) is becoming increasingly critical in the contact [...]

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The Summer of Call Center Outsourcing (CCO) Consolidation: Concentrix to acquire Minacs

On July 11, 2016, SYNNEX Corporation and Minacs announced a definitive agreement [...]

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