The Role of Chat and Messaging in a Post-Pandemic World

COVID-19 has caused massive disruption to businesses and individuals worldwide, forcing everyone to change how they operate and how they live.

Evidently, this pandemic has expedited the digital journeys of brands more than their CEOs and CIOs have achieved in years. One of the emerging trends is Chat and Messaging, becoming the support channels of the future. And for a good reason, as they are easy to deploy and customize for a remote and work-at-home environment, which will be the “new normal.”

Many brands are now utilizing Chat and Messaging platforms to create a richer customer experience while merging it with the safety of their work-at-home employees on these digital channels, creating a win-win situation.

Path to the New Normal

The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally return to normal. But, faced with how we are living and what we are experiencing today, how can life ever be what it used to?

This moment is the perfect time to collectively reflect on the lessons learned as we reinvent what normal will look like from now on.

“Path to the New Normal” is a digital event series, featuring industry and Teleperformance experts as they deliver key learnings around topics such as Work-at-Home, Automation, Customer Experience, and Digital Sales. “Path to the New Normal” is organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia.


Murali is a consumer internet and E-commerce expert with a flair for strategy, operations, and product management. An engineer and an alumnus of IIM-Calcutta, Murali has over 20 years of cross-functional experience across fast-moving consumer goods and consumer internet/E-commerce domains.

Murali has spoken in various conferences and seminars about E-commerce and customer experience. Currently, he is the Chief Operating Officer of Xiaomi India, India’s number one smartphone brand. Murali is involved in India’s startup ecosystem as an investor and advisor to early-stage consumer tech companies.

Muralikrishnan B

Chief Operating Officer

Pam is the Vice President of Global Customer Care for Mastercard. She is responsible for leading a team of trusted experience advocates for consumers, clients, colleagues, and partners in each region globally.

In this role, she leads the Centre of Excellence Group, which manages B2B2C consumer and client services across 186 countries, in over 64 languages. Pam has more than 30 years of experience, with a key focus on managing customer experience, improving performance, delivering growth, and driving transformation programs for each market.

Pam Kallay

Vice President,

Global Customer Care

With nearly 20 years of experience in business operations, strategy, and planning, Vairavan currently serves as Chief of Staff at Verizon’s Yahoo Small Business. A wizard in business insights, he is equipped with data crunching strategies to drive a positive impact on growth and customer experience.

In the past, Vairavan collaborated and led several programs that directly impacted customer retention and customer experience on support channels.

Vairavan Arunachalam

Chief of Staff, Business Operations, Strategy, and Planning

Currently the Head of Global Competency Centre at Allianz Partners, Mark was previously the Regional Head of Contact Centre for Allianz Global Corporate & Specialty.

With 25 years’ experience in telemarketing, contact center management, and insurance and finance consulting, he is an expert in direct marketing, alternative distribution, and branch selling, among various other disciplines.

He co-founded the Caelan Wright and Associates, which provided regional business support for multinational corporations such as ACE, Cigna, AXA, AIA, and Prudential for over 15 years  

Mark Manolas

Head of Global Competence Centre Thailand

A senior business leader with over 20 years of experience, Amit is the global SME for leading innovations for Chat as a channel for Customer Management across all industry verticals for Teleperformance.

Amit has diversified experience in Business Management, Contact Centre Operations and running profit centers across Americas, Middle East, APAC and India.

With an exemplary track record of handling multiple client relationships effectively, Amit is credited for managing with over 20 client-partnerships for Teleperformance.  

Amit Luthra

SVP - Client Services

High-Tech and High-Touch Business Services

As consumers become more and more connected in the digital world, they expect answers straight away.

Brands have to keep up with this pace while building high-touch, meaningful relationships with their customers through empathy and positivity on each interaction.

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