The ITES / Professional Services industry is at an inflection point. Global delivery models, margin pressures, and rising client expectations demand more than incremental improvements—they call for a fundamental shift toward connected intelligent operations. .

This transformation is about aligning front-office engagement and back-office execution into one seamless system, powered by AI and automation. When customer promises and project delivery are integrated, ITES / Professional Services providers can achieve predictability, profitability, and differentiated value at scale.

This exclusive CXO roundtable, co-hosted by Microsoft and KPMG, will explore the “how” of this transformation. We will go beyond the hype to discuss actionable strategies for building future- ready ITES / Professional Services organizations where humans and AI agents co-create value. The central theme is a holistic reinvention of service delivery enabled by the Microsoft ecosystem—Copilot Studio, Dynamics 365, Power Platform—and guided by MSFT & KPMG’s deep expertise in operational transformation.

Key Topics for Discussion

1. Customer Experience as a Strategic Growth Lever

In a competitive market, experience is the new currency. ITES / Professional Services providers must move beyond transactional interactions to deliver personalized, proactive engagement across the lifecycle—from lead to order to service.

• How AI-driven sales and marketing can accelerate conversions and improve client acquisition.
• Reinventing customer service (including contact centers) with Copilot and autonomous agents for faster resolution and superior service.
• Creating a unified customer view to drive loyalty and lifetime value.

2. Unified Project Management as the Backbone of Delivery Excellence

Behind every great experience is flawless execution. ITES / Professional Services organizations manage complex projects that require precision, agility, and financial control across project life cycles.

• Leveraging AI for resource optimization and forecasting to ensure on-time, on-budget delivery.
• Integrating project workflows with financial insights for better margin control and compliance.
• Real-time visibility into project health for proactive risk management and SLA adherence.