Shashank Verma

20+ years scaling customer experience operations across banking, BPO, and AI-driven tech. Now dual COO roles at FiveS Digital and CXfirst.ai. This is not just a career achievement. It is mastering enterprise CX transformation and global sales execution at scale. Abhishek Sobti has been appointed Chief Operating Officer for CX Business and Global Sales at FiveS Digital, while simultaneously leading the same mandate at CXfirst.ai. His journey shows why driving CX excellence today requires more than customer service expertise. It demands integrating AI into operational delivery, building global enterprise sales ecosystems, and translating digital transformation into adoption. He built his foundation in financial services and large-scale BPO operations. At Citi India, he learned customer operations in banking. At IGT Solutions, KocharTech, and Intelenet Global Services Private Ltd., he managed contact center delivery for enterprise clients, where CX is defined by omni-channel performance, efficiency metrics, and long-term client retention, not just support resolution. His trajectory expanded into enterprise technology leadership through Tech Mahindra, AI platforms like AmyGB.ai and EOS, and revenue-focused roles including Chief Sales Officer at Radical Minds Technologies Pvt. Ltd. Each step moved him from operations excellence into AI integration and enterprise growth strategy. Now, in his dual COO roles, he leads end-to-end CX operations and global sales across North America, EMEA, and APAC. At FiveS Digital, the focus is delivery excellence, omni-channel governance, and AI-led automation in service frameworks. At CXfirst.ai, he drives global go-to-market strategy and enterprise adoption of AI-powered CX platforms. This is CX leadership at the intersection of operations and revenue. Managing service delivery across time zones, integrating automation into live workflows, scaling multi-client operations, and positioning CX technology as business transformation rather than cost optimization. One poorly executed AI integration can disrupt workflows and weaken client trust. With 20+ years across banking, BPO, enterprise tech, and AI platforms, Abhishek brings rare cross-functional depth combining operations, global sales, and digital transformation execution. At Boardroom CXO, we see CX and enterprise technology firms increasingly prioritize leaders who can bridge delivery and revenue, especially as AI becomes central to omni-channel customer experience. For CX and enterprise sales leaders, what is harder, integrating AI into live CX operations without disrupting service quality or convincing enterprises to adopt AI-driven platforms over established solutions? #CXLeadership #CustomerExperience #FiveSDigital #CXfirstAI #GlobalSales #AIinCX #DigitalTransformation #OperationsExcellence #OmnichannelCX #EnterpriseSales #CXInnovation    

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Last week, I had the privilege of joining an inspiring webinar on a topic close to my heart -Women in AI - alongside Samrah Khan, Director of System Integrator Partnership Business, Google, Sarika Gupta, Senior Vice President, US Insurance Sales Head, EXL – insightfully led by Anita Mahon, Executive Vice President & Chief Strategy & Corporate Development Officer, EXL. What stood out wasn’t statistics or strategies but honest dialogues. We spoke about AI as an open door - one that doesn’t ask for any specific background, but for . Curiosity . Domain depth . Willingness to keep learning Yet too may talented women still stand outside that door, convinced it isn’t meant for them. We also explored a critical distinction between being mentored and being sponsored — and how the women who truly move forward are the ones who find people who will speak their name in rooms they haven't entered yet. That distinction quietly changes everything when you understand it. We don’t just need to survive the AI wave – we need to lead it. The biggest myth we dismantled? AI belongs to coders and engineers. It doesn’t. > AI fluency knowing what to ask, how to think, how to apply what you already know > Apply AI to what you're already great at - then let the world see it It’s important that we understand the future of AI will be shaped by those who are bold enough to claim their seat at the table and wise enough to pull others alongside them. Thank you to everyone for the depth and honesty you brought into the session. Keep building. Keep lifting. Keep going #WomenInAI #ThisIsEXL #AI #Firesidechat #LearningJourney #AILeadership #FutureOfWork #GiveToGain

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Architecting the AI-native insurer is no longer about "adding models" to old stacks—it’s about a fundamental rewiring of the enterprise. To move from experimentation to true intelligence orchestration, we must shift our focus from point solutions to a system-wide lens: Data as Memory: Transitioning from passive storage to an active, semantic intelligence layer that AI can reason with in real-time. Agentic Workflows: Moving beyond chatbots to autonomous agents that coordinate intake, fraud scoring, and settlement. Compliance as Code: Embedding regulatory guardrails into the runtime logic, not as a post-facto manual check. Human-Centricity: Augmenting underwriters with "next-best-action" insights, freeing them for high-value judgment. The divide is forming. Those embedding AI into their architectural DNA are seeing 20-30% lower service costs and faster product cycles. The goal isn't just a faster insurer; it’s a more adaptive, predictive partner for the policyholder.

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