Driving Customer-Centric Innovation Across Industries: An Exclusive Conversation with Gopal Chhetri of CGI
Profile:
Gopal Chhetri
Senior Vice-President, Multi-Industry and Government, Asia Pacific Global Delivery Centers of Excellence, CGI
Gopal Chhetri leads the Multi-Industry and Government (MIG) business unit at CGI’s Asia Pacific Global Delivery Centers of Excellence. With more than two decades of experience, Gopal has been instrumental in building CGI’s offshore capabilities, delivering high-quality services across sectors like manufacturing, retail, consumer services, government, and healthcare.
Under his leadership, MIG has become one of the fastest-growing business units in APAC, consistently earning high satisfaction ratings from clients and partners. Recognized as a CGI Builder in 2018, Gopal has also led strategic initiatives around AI, analytics, cloud transformation, intelligent automation, Agile, and DevOps.
Gopal holds an MBA in Information Technology from International American University and a Bachelor of Science from the University of North Bengal.
Introduction
In the ever-evolving landscape of digital transformation, strong leadership, innovation, and a relentless focus on customer experience (CX) are essential. Gopal Chhetri, Senior Vice-President of the Multi-Industry and Government (MIG) business unit at CGI’s APAC Global Delivery Centers of Excellence, exemplifies this rare blend of vision and execution.
In this exclusive CXQuest interview, Gopal shares insights on shaping offshore delivery excellence, driving innovation through technology, and elevating CX across diverse industries.
Welcome
Welcome to CXQuest, Gopal! We’re delighted to feature your incredible journey and thought leadership. Let’s dive into the world of CX innovation, offshore delivery, and your vision for the future.
Interview with Gopal Chhetri
Section 1: The Role of GCCs in Customer Experience Transformation
Q1. GCCs have traditionally been seen as cost and efficiency centers. How do you see their role evolving in delivering superior customer experiences?
GC: Customer experience (CX) is a key differentiator in today’s world, and businesses are shifting their focus to strategic, AI and data driven transformation. GCCs have moved past their traditional roles as cost arbitrage and operational efficiency centers to become strategic innovation hubs. In key global talent markets like India, GCCs are equipped with deep domain expertise, cutting-edge technologies, and access to global best practices. This evolution has empowered them to drive superior customer experiences by leveraging AI, automation, and data analytics to better understand customer needs.
At CGI, we have partnered with GCCs to co-develop AI-driven solutions powered by our deep domain and client business knowledge that enhance customer interactions, streamline processes, and drive business outcomes. For instance, AI-powered chatbots, predictive analytics, and hyper-personalization engines—developed in collaboration with our GCC clients—deliver measurable impact in production environments, enhancing end-user engagement across global markets, including the Americas, Europe, APAC, and Africa.
Real-World Examples
Q2. Can you share real-world examples where AI-powered GCCs have led to significant CX improvements?
GC: CGI has collaborated with GCC clients across diverse industries—manufacturing, retail, transport, BFSI, energy and utilities, communications, and healthcare—to deploy AI-powered solutions that enhance customer experiences. These solutions have been in production for over a year, generating tangible ROI and operational efficiencies. Some areas where there has been a significant impact are:
- Customer service
- Warranty claims processing
- Demand forecasting
- Project documentation and workplace summarization
These solutions elevated the customer experience in both B2B and B2C ecosystems. The subsequent demand or wave of transformation involves tackling more complex AI-driven use cases to refine further and personalize user experiences.
Q3. How does CGI ensure that the digital transformation of GCCs remains customer-centric rather than just operationally efficient?
GC: At CGI, customer-centricity is embedded in our DNA. Our commitment is to deliver “Insights you can act on” and ensure that digital transformation efforts align with tangible business outcomes rather than just improving operational efficiencies.
We consult with our clients through the Voice of Our Clients program each year. This in-depth client survey across industries and geographies provides valuable insights into ever-evolving customer expectations and industry trends, allowing us to tailor our digital solutions to create meaningful, outcome-driven transformations.
To cite an example from the retail sector, our AI-driven insights and analytics help GCCs with hyper-personalization, predictive recommendations, and demand forecasting. Similarly, in BFSI, we help financial institutions streamline compliance processes and enhance digital banking experiences through intelligent automation.
By focusing on delivering business value, CGI ensures that GCCs evolve into customer experience champions, driving innovation that resonates with end-users while strengthening brand loyalty and market competitiveness.
Section 2: AI, Automation & CX Innovation
Q4. AI is a significant theme at CGI Elevate 2025. How is CGI leveraging AI to personalize and enhance customer interactions?
GC: AI is no longer a futuristic concept—it’s a core driver of business transformation. Today, organizations are implementing AI and being asked to quantify its impact in their annual reports. According to CGI’s Voice of Our Clients findings, 79% of CXOs have identified AI as their top innovation investment priority over the next three years. Recognizing this shift, we hosted CGI Elevate 2025 in Bangalore, a power-packed event spotlighting the evolving role of GCCs as AI-driven strategic hubs. In line with our theme, partnering for progress, we collaborated with C-suite executives, industry leaders, and tech innovators to explore how AI and innovation are reshaping every facet of business, including customer experience. The event reinforced CGI’s leadership in AI-driven transformation, cementing our position at the forefront of industry evolution.
We have been leveraging AI within our IP solutions, gaining firsthand experience of its transformative power. Backed by our AI Center of Excellence (CoE), CGI experts integrate AI technologies, including machine learning, natural language processing, and predictive analytics across the customer journey to enable real-time personalization at scale.
For example, in healthcare, we jointly developed an AI solution that assists radiologists and clinical doctors in interpreting brain CT scans to detect non-traumatic brain haemorrhages with high precision. This helps in quick diagnosis and treatment, ultimately saving lives. It is another testament to our motto to serve the communities in which we live and work.
Automation, Cost Reduction, CX Improvement
Q5. Automation is often associated with cost reduction, but how is it used to improve CX rather than just replace human effort?
GC: Automation is a cornerstone in the evolution of customer experience and goes beyond cost efficiencies. It empowers GCC clients with self-service capabilities, proactive support, and seamless customer journeys, ensuring every customer feels valued and prioritized.
At CGI, we focus on experience-led automation that helps organizations measure CX metrics such as customer lifetime value (CLV), customer loyalty, and response time—all of which are key to meaningful customer engagements. The goal is to elevate human effort rather than replace it, allowing teams to focus on complex, high-value tasks that drive customer satisfaction and loyalty.
For example, CGI implemented automated test case generation for a BFSI client using CGI NAVI, our multi-layered Generative AI solution. The result was 80% accuracy in test case generation, a 45% reduction in manual effort, and improved operational efficiency and test coverage.
The shift from reactive to proactive automation helped businesses unlock new avenues for CX excellence, ensuring a seamless blend of human and digital interactions.
Predictive CX Strategies Implementation
Q6. With AI-driven insights, businesses can better anticipate customer needs. Can you share how CGI helps organizations implement predictive CX strategies?
GC: Data quality should be the foundation of any AI-powered predictive CX strategy. At CGI, we advise clients to adopt a crawl-walk-run approach, i.e., start with data hygiene, move to structured analytics, and then deploy advanced AI-driven insights.
CGI’s data and analytics professionals work closely with business and technology teams to drive predictive insights, real-time CX solutions, and unified customer views for lasting impact.
For example, in Energy & Utilities, CGI developed an AI-powered predictive maintenance solution that detects cracks in oil and gas pipelines, pumps, compressors etc. preventing hazardous leaks and production losses. This solution aligns with our ESG (environmental, social, and governance) commitment to protect the environment and human lives. It is a powerful testament to CGI’s commitment to use AI to drive meaningful, real-world impact.
Section 3: Challenges & Opportunities in CX Transformation
Q7. What are the biggest CX challenges organizations face when transforming their GCCs into innovation hubs?
GC: Transforming GCCs into innovation hubs requires overcoming some challenges ranging from identifying the CX priorities to modernizing the legacy technologies, addressing unclear ROI metrics, and breaking down organizational silos.
Many GCCs are now evaluating their technology strategies through the lens of customer experience, we have observed. This evaluation has led to increased investments in customer-facing solutions and the data ecosystems that power them. However, we think true transformation extends beyond technology—it requires cross-functional collaboration between the GCC and the enterprise to align objectives, processes, and outcomes.
CGI supports GCCs in navigating these challenges by empowering them with outcome-driven CX strategies based on our deep industry knowledge, seamless collaboration, and scalable digital solutions. With an outcome-driven approach, GCCs can evolve from efficiency centers to customer experience leaders, delivering innovation that directly enhances business performance.
Data Silos and Legacy Systems Roadblocks
Q8. Many companies struggle with AI adoption due to data silos and legacy systems. How does CGI help businesses overcome these roadblocks to create seamless CX?
GC: Data silos and legacy systems often prevent businesses from gaining a holistic view of the customer, leading to fragmented and inconsistent experiences. As mentioned, enterprises risk losing customer trust without a strong and unified data foundation due to disjointed interactions across various touchpoints.
CGI has helped enterprises successfully tackle these challenges by:
- Building customer data platforms (CDP): This gives a unified, 360-degree customer view, enabling them to map customers and enhance their journeys.
- Fostering cross-department collaboration: We align key stakeholders across the GCC and enterprise to establish a shared vision for CX transformation.
- Seamless data integration: We connect customer data across different departments, ensuring a consistent and complete customer experience.
To help you understand, I will share an example of how CGI worked with a global retailer’s GCC to integrate AI-powered analytics across their omnichannel operations. This enabled predictive demand forecasting and hyper-personalized engagement, improving customer retention and revenue growth.
Human Empathy vs AI-Driven Automation
Q9. How do you see the balance between human empathy and AI-driven automation in the future of customer experience?
GC: Empathy remains the cornerstone of exceptional customer experiences. While AI-driven automation excels at processing data, predicting trends, and delivering instant responses, it still lacks the emotional intelligence to truly understand human nuances.
At CGI, we advocate for a “human-in-the-loop” approach, where AI augments rather than replaces human interactions. AI handles efficiency-driven tasks like FAQs, predictive insights, and automated workflows, while human agents intervene in moments that require empathy, judgment, and relationship-building. Ignoring a customer’s preference for human interaction can lead to dissatisfaction, and the brand can be perceived as impersonal.
To harness AI effectively, businesses must integrate it strategically, enhancing speed and efficiency without sacrificing warmth and personalization. Striking the right balance between AI and human interaction fosters deeper customer trust, loyalty, and long-term engagement, ensuring technology serves as a bridge, not a barrier, to meaningful connections. Incorporating human expertise into the loop is key for content validation, anomaly detection, and iterative model training, enabling real-time error correction, continuous feedback, and more intelligent AI evolution.
Section 4: Future of CX & Strategic Partnerships
Q10. The theme of CGI Elevate 2025 is “Partnering for Progress.” How do strategic partnerships contribute to a stronger CX ecosystem?
GC: The key to a thriving CX ecosystem is shifting from a client-vendor dynamic to a true strategic partnership. At CGI, we believe that collaborative innovation is essential to driving customer experience transformation, which is why our approach goes beyond service delivery to co-creation and joint value generation.
Our CX teams partner with GCCs through AI-driven solutions, capability programs, and expert consulting to elevate the CX ecosystem.
Additionally, through shared governance structures, knowledge exchange, and joint investment in emerging technologies, GCCs and enterprises can align strategic goals for long-term CX success. As these relationships evolve, the future of GCCs will be marked by outcome-driven, co-innovative models embodying the true essence of “Partnering for Progress,” the theme of CGI Elevate 2025.
Next-gen CX Strategies
Q11. Looking ahead, how do you see the role of GCCs evolving in shaping next-gen CX strategies?
GC: With AI disrupting industries globally, GCCs are uniquely positioned to lead the next wave of CX transformation. Their ability to combine domain expertise, technology innovation, and operational scalability allows them to develop and deploy next-gen customer experience strategies that redefine engagement.
CGI is already working with GCCs to implement AI-driven CX solutions that improve efficiency and elevate user experiences. Many GCCs have established experience centers within their premises. For enabling employees, partners, and stakeholders to engage with CX innovations firsthand with CGI’s support.
“Outcomes” are at the heart of our ability to serve our clients as committed, trusted, and innovative partners. We are not just helping GCCs implement but develop next-gen CX strategies. This pivotal role will grow as organizations move towards a digital-first, AI-driven future.
Future CX Trend
Q12. If you had to predict the most significant CX trend in the next 3–5 years, what would it be? And how is CGI preparing for it?
GC: The next 3–5 years will witness seismic shifts in customer experience shaped by AI-driven innovation. Several key trends will reshape how businesses interact with customers. But, ultimate success will depend on a human-first approach. The key trends transforming CX include:
Human-in-the-loop AI for hyper-personalization: AI-powered insights will drive real-time, highly tailored interactions. But human oversight will ensure relevance, empathy, and ethical use.
Rise of Agentic and conversational AI: This will enable customers to get things done by AI agents. Thus, saving precious time and effort. Voice bots and NLP-powered assistants will drive intuitive, frictionless engagements with human experts fine-tuning responses for accuracy and contextual understanding.
Predictive CX and responsible AI: Businesses will anticipate customer needs before they arise, enhancing loyalty. Human validation will prevent bias and ensure meaningful interventions.
Immersive and Experiential CX: AR/VR will redefine engagement, with businesses designing experiences that blend AI-driven efficiency with human creativity.
Ethical AI and responsible CX: As AI plays a more significant role, ensuring transparency and human oversight will be crucial.
At CGI, we embed human-in-the-loop principles into every stage of AI adoption—ensuring that technology is an enabler, not a replacement, for human expertise. Combining cutting-edge AI with deep domain knowledge, we help clients navigate the evolving CX landscape with intelligent, immersive, and customer-first experiences.
AI and Digital Transformation
Closing Question: Organizations are looking to elevate their CX through AI and digital transformation. What top three recommendations would you give them?
GC: 1️. Master your data before scaling AI – I would like to reiterate that AI is only as powerful as the data that fuels it. Organizations should start by breaking down data silos, enhancing data governance, and ensuring data quality before implementing AI-driven CX solutions. A crawl-walk-run approach that I spoke about earlier.
2️. Adopting a platform and ecosystem mindset—CX transformation isn’t about deploying isolated AI tools but about building scalable, integrated platforms that drive long-term engagement. Organizations should shift from a project-based approach to a product mindset, leveraging AI-powered ecosystems that evolve with customer needs. Agility, fail-fast innovation, rapid innovation, and iterative improvements should be at the core of this strategy.
3️. Bringing human judgment into the loop: AI can enhance experiences, predict behaviors, and personalize interactions. But it cannot replace human intuition, empathy, and judgment. The future of CX lies in Human-in-the-Loop AI, where automation drives efficiency while human expertise ensures meaningful, trust-driven engagement. At CGI, we champion a human-first AI strategy. We guarantee that technology amplifies—not replaces—human potential, delivering CX that is intelligent, responsible, and deeply personal.
By focusing on these three pillars, organizations can unlock the full potential of digital transformation. And, thus, create CX strategies that are future-proof, impactful, and business-driven.
Closing
Gopal Chhetri’s leadership journey stands as a testament to three pillarss. These are, the power of vision, innovation, and a deep commitment to customer experience. His role is shaping offshore excellence and driving CX transformation across diverse sectors. This continues to inspire and guide the next generation of leaders.
Thank you, Gopal, for sharing your insights with CXQuest. We’re honored to feature your journey and learn from your wealth of experience.
Stay tuned to CXQuest.com for more exclusive conversations with CX trailblazers redefining experience excellence.
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