From the magazine: Five Minutes with Shail Khiyara
Network Middle East profiles the chief customer experience officer at UiPath
What is your current role in the ICT industry in the Middle East and what are your responsibilities?
My role as the Chief Customer Experience Officer at UiPath is to help identify, design and influence the entire customer and partner journey so that they are delighted with the value we provide to them and can drive growth within their business by using UiPath software robots.
My team works to build new programs and capabilities that enable us to better orchestrate across all our functions, channels and the interests of our customer. And one way in which we’re doing that is rethinking our value delivery, across the customer journey.
What is the best thing about your job?
Interacting with customers, putting them in the centre of everything we do and delivering an actively engaged and trustworthy experience to our customers, each day, through each interaction.
How innovative do you think the network industry in the Middle East is and how can it improve?
The network and IT industry are flourishing as more and more businesses recognise the importance of Industry 4.0 and the spark it creates for unprecedented innovation in the Middle East. It will continue its robust growth and can improve through more investment in technical education coupled with creative sciences and the rise of women in STEM (Science, Technology, Engineering, Math) in the Middle East.
What are the upcoming trends or products in your sector?
Automation and particularly Robotic Process Automation (RPA) reinforced with artificial intelligence is changing work as we know it and is taking on the mundane tasks that we do every day as humans. It is ushering in an era of creativity and an automation-first mind-set, where humans and robots work together to create a hyper-productive workforce. We see automation being adopted across more than 50 vertical industries today and software robots being used in banking, insurance, manufacturing, human resources, shipping and many other industries. This technology is not just ‘taking the robot out of the human’ but putting the ‘human back in’ so we can focus our time, attention and jobs on higher order outcomes.
What are your out-of-office hobbies?
I enjoy writing and a big fan of all kinds of music and foreign films.