Protectionist measures have not impacted the outsourcing industry: WNS CEO

The skills of the future will be around domain specialisation, Keshav Murugesh, chief executive officer of WNS, tells BS

India’s back-office industry has undergone a shift with technology playing a major role in executing customer service and, in turn, retaining large clients. The sector, which positions itself as business process management (BPM) industry, currently faces dual stress from protectionist policies in chief markets, such as the US, and rising automation. To tackle this, the skills of the future will be around domain specialisation, Keshav Murugesh, chief executive officer of WNS, tells Romita Majumdar.
 
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While chatbots and automation poised to change the BPM sector, how are job roles evolving? What are the future skill requirements going