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CO-WRITTEN / PARTNER | Staff Reporter, Singapore
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Everise takes Executive of the Year and Team of the Year for Business Services at SBR Management Excellence Awards 2019

Founder and chief executive to integrate different company cultures into one global CX enterprise.

Everise acquired two major customer experience companies in the United States and a Malaysian AI firm, launched a joint venture with Korean BPO giant UBASE, and started a global partnership with Microsoft, all within an 18-month period.

Aside from leading this disruptive achievement in the high-value BPO industry, Agarwal invests in a “people-first” culture through the “We Are Everise” strategy, which sets the welfare of employees and clients as a priority while promoting diversity and innovation.

He regularly visits the company’s experience centres to communicate his values and recognise outstanding employees.

Innovation is implemented based on latest technologies and fresh ideas, which are incubated in the company’s experience laboratories around the world.
He also oversees the convergence of the company’s services into three core solutions: customer experience (CX), product experience (PX), and digital experience (DX).
These efforts have brought about ground-breaking developments such as an AI-powered employee onboarding assistant, gamified agent performance analytics, voice bots for core industry verticals, and white-glove video product support.

Another strategic decision is the transfer of key finance, information, human resources, and quality assurance operations to the Philippines.
Since the creation of these global shared services teams and Everise Solutions, the company’s EBITA has grown by 45% year-over-year.

Under Agarwal’s leadership, Everise’s Glassdoor employee ratings have risen from 2.5 in 2018 to 4.2 at present. His CEO approval rating is now at 91%, and he has been awarded as People-Focused CEO of the Year by Stevie Awards for Great Employers.

The Team of the Year for Business Services is also a well-deserved win after successfully identified and integrated these businesses to generate the enormous synergy envisioned by Everise CEO, Sudhir Agarwal.

Despite the challenge in ensuring efficient operations in multiple locations around the world from the corporate office in Singapore, the Everise team was instrumental in establishing global shared services for IT, QA and finance in the Philippines, which were previously decentralised in the US.

The migration, which was conducted over a 90-day period, caused no disruption to clients and operations. Furthermore, a new central procurement team was set up in the Philippines, and the finance departments of the acquired companies were effectively integrated.

Since 2016, Everise has carved its own niche in the BPO industry by focusing not only on digital transformation but also on maximising the advantages of corporate culture in customer experience services.

Thanks to the Everise team, service delivery has grown in strategic new markets, including Malaysia, Guatemala, and Ireland.
From being a 100% customer care company, Everise has evolved into an experience solutions company offering a range of services that include not only enterprise AI and product incubation and support but also fraud detection, content moderation, and full omnichannel support.

“In today’s experience-led economy, people don’t buy products; they buy experiences. When disruption is the norm, the businesses who put their customers first, are the ones who rise above it,” Agarwal said.

With more than 12,000 AI expert agents powering Everise’s daily customer engagement operations and a valuation of nearly $300M, the company is indeed soaring to greater heights.

The Singapore Business Review Management Excellence Awards was held on 26 November 2019 at the Conrad Centennial Singapore.

The 2019 winners were judged by a panel consisting of Henry Tan, Group CEO & Chief Innovation Officer at NEXIA TS; David Chew, Executive Director, Risk Advisory at Deloitte Southeast Asia; Lim Wei Wei, Partner and Practice Leader, Governance and Risk at Baker Tilly TFW; Yang Eu Jin, Partner and Co-Head of Capital Markets Practice at RHTLaw Taylor Wessing LLP; and Pardeep Singh Khosa, Director at Davinder Singh Chambers LLC.

If you would like to join the 2020 awards and be awarded as one of the most outstanding management executives of Singapore, please email Julie Anne Nuñez at julie@charltonmediamail.com

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