Lalit Desiraju, Senior Vice President – Digital Solutions & Product, Hinduja Global Solutions (HGS)
Advanced digital technologies such as artificial intelligence (AI), machine learning (ML), cloud computing, generative AI (GenAI) and blockchain are at the forefront of driving digital transformation across the information technology (IT), IT-enabled services (ITeS) and business process management (BPM) sectors. Lalit Desiraju, Senior Vice President – Digital Solutions & Product, Hinduja Global Solutions (HGS), shared their insights with tele.net on emerging digital trends, practical use cases, key challenges and the strategic outlook for the digital services landscape.
How have information and communication technology (ICT) needs evolved in the IT/ITeS and BPM spaces over the last few years?
Calling it an “evolution” is underselling it. It is more like a full-blown revolution. Gone are the days when reliable connectivity and basic infrastructure were enough. Today, our customers practically expect us to read their minds; seamless, intuitive and “psychic” customer experiences are now the baseline. Meanwhile, the relentless push for efficiency is driving us toward smart automation and secure hybrid workforce solutions, as exemplified by platforms such as our HGS Work Cloud™. And let us not forget that we are now expected to transform mountains of data into actionable gold at breakneck speed.
Clients have moved past simple cost-cutting. They now demand genuine value creation, advanced customer experiences, visible efficiency gains and insights that genuinely impact their business outcomes. The future of IT is not labour arbitrage, it is AI-fuelled orchestration, a perfect harmony of technologies such as AI, cloud and analytics, backed by sharp human intelligence.
How are you leveraging new-age technologies such as 5G, AI, IoT, cloud and blockchain? What are their noteworthy use cases?
We are crystal clear about our tech bets – AI, cloud and automation – what we proudly call our “3A” strategy. Migrating entirely to cloud is not merely about servers; it is about agility and flexibility. But AI is the star of our show. For example, our HGS Agent X platform is helping clients boost sales conversions by 15-20 per cent and reduce support costs by up to 20
per cent. That is AI delivering real, measurable ROI.
Internally, AI helps us with everything, from fraud detection, process optimisation and reconciliations to resource optimisation. 5G is undeniably a critical enabler for future capabilities, IoT brings niche value in areas like asset tracking and blockchain offers promising potential for robust security. Our core investments remain focused on AI and automation, where we can confidently deliver immediate, tangible results.
What major challenges have you experienced in terms of their adoption? How are you addressing those?
Let us be honest, integrating advanced technology is like remodelling a house while living in it – complex and occasionally messy. The big hurdles are universal, ensuring Fort Knox-level security especially around AI and cloud data, managing the complexity of integrating modern platforms with legacy systems and chasing elusive talent. Moreover, demonstrating clear ROI is not optional – it
is essential.
Our strategy is proactively pragmatic. Security is not a bolt-on; it is baked into our DNA through zero-trust architecture, regular risk assessments and relentless training. For talent, we are aggressively investing in upskilling and strategic partnerships to be the employer of choice. By anchoring investments in proven platforms like Agent X and cloud, we ensure every technology dollar spent delivers clear value and not tech for
tech’s sake.
What top priorities are expected to shape your company’s digital roadmap over the next two-three years?
Our near-future roadmap focuses on doubling down on proven successes while expanding strategically. Our key priority is staying ahead in AI-driven customer experience. That means turbocharging our Agent X and AI Ignite platforms, pushing the envelope with GenAI and embedding our “AI for everyone” ethos into our organisational culture.
Next, we are optimising global delivery via the HGS Work Cloud™, ensuring seamless, secure productivity – whether our teams are working in the office, remotely, or anywhere in between. We are strategically expanding into global tech hubs such as Bengaluru, Cape Town and Waterloo to tap specialised talent pools. Underpinning it all is our unwavering commitment to cybersecurity, because in our business, trust is not just valuable, it is priceless.
Which key digital trends are expected to impact the sector going forward?
GenAI is not just hype, it is genuinely transformative, redefining automation and hyper-personalising interactions. The bigger disruption is hyperautomation, which blends AI, robotic process automation, analytics and more into unified powerhouses capable of streamlining entire processes, not just tasks. This is not a minor upgrade; it is a complete mindset shift.
Meanwhile, data continues to reign while advanced analytics and AI-driven insights will be table stakes. But with great power comes greater responsibility. Therefore, cybersecurity, ultra-strict data privacy and ethical AI governance will
no longer be a good practice but an absolute necessity.
Finally, the talent equation has shifted dramatically. It is less about degrees and more about adaptable, agile skills. A “skills-first” mindset ensures our people thrive alongside these increasingly intelligent systems. In short, we are focused on harnessing technology while ensuring our human edge stays sharp.
