Abhinandan Jain is a dynamic business leader with a distinguished record of steering technology services businesses to success on a global scale. With expertise spanning technology, manufacturing, insurance, telecom, capital markets, retail and healthcare, Abhinandan has effectively harnessed the power of technology disruption, including AI, automation, cloud computing and analytics. As Startek’s chief growth officer, Abhinandan leads global sales, marketing and digital solutions, focusing on driving revenue, fostering client relationships and spearheading the creation of scalable digital solutions. His role is pivotal in achieving a digital-first approach, ensuring the organization’s sustained success.
Beyond his corporate endeavors, Abhinandan actively engages with the community as a board advisor for universities, a founding member of a non-profit organization providing affordable medical care and a youth mentor in entrepreneurship. As an industry speaker, he shares his insights on customer experience, contact center management and agent experience.
Recently, in an exclusive interview with Digital First Magazine, Abhinandan shared his professional trajectory, insights on the role of data governance in data quality management, personal hobbies and interests, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Hi Abhinandan. Please tell us about your background and areas of interest.
My background encompasses over two decades of experience working with global technology, manufacturing, insurance, telecom, capital markets, retail, and healthcare companies. After finishing my bachelor’s in computer science from Mumbai University, I moved to the US to do my MBA in finance. I spent my initial years coding, consulting, and project management, and for a couple of years, I moved back to India with GE to be part of and witness to the growth of the India IT/ITES/BPO industry. From there, I started my journey into global program management and operations management, setting up pre-sales and sales teams and leading large international accounts. The common theme has been taking risks, transforming, creating, and growing. Every day, it fascinates me when I see the power of bringing together the right people, efforts, processes and technology and what one can achieve. A conscious effort challenges the norms and, in the process, pushes everyone to reach their potential, which is deeply satisfying.
Given my roots in technology, the innovation and technological breakthroughs we as humans achieve every day will rank high among my interests. However, more than that, studying or observing human behaviour, human relationships and how technology impacts all of it is extremely interesting. How can we harness technology and AI in a more responsible way? Other than that, if time allows, I do delve into the study of Theology and metaphysics.
I oversee global sales, marketing, and digital solutions at Startek, driving innovation and revenue and fostering client relationships. I am also an advisor to startups and universities and mentor young entrepreneurs. I have my own nonprofit charitable organization that focuses on providing affordable healthcare.
What do you love the most about your current role?
What I love most about my current role is the unique opportunity to drive innovation, client success and most importantly drive positive, meaningful human experiences. Startek is in the business of partnering with Global brands to deliver memorable, personalized experiences. As the Chief Growth Officer at Startek, I get an opportunity to work with some of the smartest people, both within Startek and at our client’s organizations to imagine, define and deliver impactful customer experience solutions that foster deeper human relationships. One pillar of my function is to create next-generation solutions using AI, Gen AI, while the other brings them to life, and ultimately, we take them to our clients for their customers. In this process, when you see technology delivering a delightful experience for both our (Startek) associates and the end customers, you know you are in the right place. That’s what makes me go every single day. I love learning from our 38K associates across 13 countries, love their passion, energy, ingenuity and persistence. All of our clients are leading innovators in their industries, and to spend time with them and learn and grow, what else do you need?
What role does data governance play in ensuring the quality and integrity of data-driven decision making?
Approximately 402.74 million terabytes of data are created each day and Around 147 zettabytes of data will be generated this year. And this number continues to grow as creation and consumption continue to grow. Now we have Gen AI, which can create content further. Hence, until and unless there is strong data governance across all levels individuals, corporates, industries, nationally and globally, there is no way we can control and manage how this data can be misused. Further, with Machine Learning, AI, Generating AI the fundamental fuel for all of them is clean and consistent data. Data quality, consistency, security, regulations, access, privacy, protection of intellectual rights. all of these have been and are top of mind for every organization. Data governance is fundamental in ensuring the integrity and accuracy of the insights we rely on for decision-making. Effective data governance ensures that our analytics and decision-making processes are based on high-quality data, free from inconsistencies. At Startek, we implement strict governance protocols that span data collection, storage, and analysis. This helps us maintain trust with our clients, as they know our recommendations and digital solutions are built on reliable, actionable insights.
At Startek we take this very seriously and is the single largest investment area for us as a company. It’s not just (Startek) employee’s data but also the millions of data items we interact with each day on behalf of our customers. Today, we are very proud to be in the top 1 percentile of companies on independent security scorecards. We have recently won several awards in this space as a testament to our commitment. Startek® has won a 2024 Fortress Cybersecurity Award in Organizational Excellence, presented by the Business Intelligence Group. We have been honored with the Cyber Security Excellence Award 2024 at the 14th Edition BPO Innovation Summit and Awards, organized by UBS Forums Pvt Limited, and the Zero Trust Maven at the 19th Annual CIO100 Symposium & Awards, presented by IDC Foundry 2024. Additionally, we received another Cyber Security Excellence Award at the Security Leadership Summit and Awards, organized by TechSecure Media 2024.
How do you foster a culture of innovation within the organization, and what processes do you have in place to encourage experimentation?
Fostering a culture of innovation involves creating an environment where employees feel empowered to explore new ideas and take risks. At Startek, we encourage this by promoting cross-functional collaboration and providing platforms where teams can test and refine their innovative solutions. We also ensure that failure is viewed as a learning experience rather than a setback, allowing the team to grow and innovate without fear. This philosophy has helped us to continuously refine our digital solutions and keep our offerings at the forefront of the industry.
Technology is changing every day, and to keep up with the innovation, one must break all intra-organizational barriers, silos and bureaucracy. We need to offer people a playfield (which has guardrails to ensure organizational data, privacy, and security integrity) where they can experiment and collaborate without judgments or outcome pressures.
We have also implemented open feedback channels and idea boxes with rewards and recognition, which encourage everyone to bring forward ideas and see them implemented.
Is there a particular person you are grateful for who helped get you to where you are?
To name one person would be unfair to many others. We are humans, and we interact with many others in life’s journey. Every human you meet on your journey has a specific role in your growth, in how you will shape your thoughts, beliefs, actions etc. Of course, as a child, the single most significant impact is of the parents, for they ingrain the core values, the belief system and to me that’s the most important foundation. And for that foundation of gratitude, humility, positivity, kindness and resilience is what I am always be grateful to my parents. After them grateful to everyone who I have ever interacted with for them taught me something, they left a mark on my life timeline.
What does the term “authentic leadership” mean to you?
Authentic leadership, to me, is about being true to your values, leading with empathy, and fostering trust. It means being transparent with your team, showing vulnerability when appropriate, and always acting with integrity. Authentic leaders build cultures where people feel heard and valued, and in turn, they inspire loyalty and high performance. At Startek, I strive to lead by example, creating an environment where everyone can thrive and contribute their best work.
What are some of your passions outside of work? What do you like to do in your time off?
“Outside of work”. One thing about me is when I work, where I work, is only because I like to be there, to be doing what I am doing with the people I am doing and, in that sense, it no longer feels like work. So at times it becomes hard to define outside of work (*smile*). But beyond my regular work routines, I am impulsive in what I do, from the perspective of trying and learning things I don’t know. Theology and metaphysics are of particular interest. I used to read a lot, which is now replaced by consuming audio and video content, and of course to chill and spend time with family and friends.
Which technology are you investing in now to prepare for the future?
We are heavily investing in advanced technologies like AI, machine learning, and analytics to future-proof our operations. A key focus is generative AI, which we see as a transformative tool to enhance customer experiences and operational efficiency. Generative AI enables us to deliver more personalized, context-aware interactions while reducing the need for repetitive manual tasks. This improves the quality of service and allows our agents to focus on high-value, human-centric engagements. Additionally, integrating AI across various touchpoints enhances our ability to deliver predictive analytics, which helps anticipate customer needs and drive proactive solutions.
We also prioritize cloud computing for its scalability and agility, which are essential for maintaining competitiveness in today’s dynamic business landscape. Cloud technologies enable us to integrate AI seamlessly into our workflows while providing the flexibility to scale operations based on client needs. With our focus on generative AI and cloud infrastructure, Startek is positioned to lead the way in digital transformation, ensuring that we stay ahead of industry shifts while delivering innovative, future-ready solutions to our clients.
What is your biggest goal? Where do you see yourself in 5 years from now?
My biggest goal is to drive Startek to the forefront of digital transformation in customer experience management. In five years, I see myself leading an organization that has expanded its global footprint and integrated next-generation technologies into every facet of our operations. I envision Startek being recognized as a pioneer in combining human touchpoints with advanced digital solutions, providing unparalleled value to clients worldwide.
What advice would you give to aspiring technology leaders who aim to make a positive impact in their organizations and the industry as a whole?
I advise aspiring technology leaders to continue learning and embrace change as an opportunity. The most successful leaders are constantly curious, open to experimentation, and willing to fail in pursuit of innovation. It’s also crucial to build strong teams and lead with empathy. Focus on collaboration and trust, as these are the foundations of any successful technological endeavor.