The Business Process Management (BPM) sector is undergoing rapid transformation from rule-based automation to AI-led intelligent automation. Companies that once competed on cost arbitrage are now racing to redefine themselves through AI-driven solutions and customer experience. 1Point1 Solutions Ltd is at the forefront of this shift, becoming an AI-driven customer experience partner.
In this exclusive interview with CXOVoice, Akash Karnik, Global COO of 1Point1 Solutions, shares insights on how the company is adapting as the industry shifts toward experience- and intelligence-led transformation. He also discusses investments in Generative AI and the recent Netcom acquisition.
1Point1 has completed over 16 years. What were the most critical inflection points that shaped the company’s current direction?
Over the last 16 years, 1Point1 has evolved from a traditional BPM provider into a technology-led, AI-driven customer experience partner. A major inflection point was our focus on building digital and AI capabilities early, alongside strong domain expertise across industries.
Another important milestone was scaling our delivery and solution capabilities to support large, complex, multi-channel engagements, both in India and globally. More recently, our strategic acquisitions and investments in Generative AI and intelligent automation have positioned us to move beyond cost-led BPM to experience- and intelligence-led transformation, which now defines our direction.
The BPM industry is shifting to experience- and intelligence-led transformation. How do you see this playing out over the next five years?
Over the next five years, BPM will see a clear shift from DIY and manual service models to AI- and GenAI-based solutions, including conversational AI, avatars, and intelligent automation.
This shift will be driven not just by technology, but also by changing consumer behaviour. Gen Z and Gen Alpha are far more tech-native and expect faster, more intuitive, and personalised interactions. BPM providers will need to adapt quickly—moving beyond process execution to delivering AI-led, experience-first solutions that feel seamless and human.
How is 1Point1 preparing to leverage emerging opportunities in the BPM industry in India?
1Point1 is already a step ahead in this transition. We have made significant investments in Generative AI and hyper-humanised service models, and have deployed GenAI-led solutions across sectors such as airlines, e-commerce, BFSI, and retail. By combining AI with human insight, we are helping clients improve productivity, reduce cost-to-serve, and deliver better customer experiences—while staying scalable and compliant.
Why has customer experience become a top priority across sectors, and how is 1Point1 strengthening its CX delivery?
Customer experience has shifted from simply providing information quickly to delivering a unified, seamless, omnichannel experience. Customers now expect consistent engagement across voice, chat, email, and digital platforms. At 1Point1, we are strengthening CX delivery by integrating AI-driven orchestration, omnichannel platforms, and human-centred design, ensuring interactions are personalised, efficient, and consistent across touchpoints.
What is the overarching theme driving 1Point1’s diversification into emerging sectors?
The core theme is technology-led digital transformation. We focus on using AI and digital solutions to help clients achieve better ROI, faster customer reach, and differentiated omnichannel experiences. This approach allows us to adapt our capabilities across industries while delivering measurable business outcomes.
What gives 1Point1 a competitive edge in the global market?
Our competitive edge lies in the combination of deep domain expertise and AI-led execution at scale. We have successfully deployed Generative AI solutions across multiple industries, enabling frictionless, scalable operations without compromising on quality or customer empathy.
What role will the acquisition of Netcom play in realising your global ambitions?
The acquisition of Netcom significantly strengthens our global delivery footprint, particularly across Central and Latin America. It enhances our ability to support international clients with nearshore capabilities, domain expertise, and compliance-ready operation, accelerating our global growth strategy.
India is well-positioned to build the next generation of global BPM leaders. What needs to change at an ecosystem level?
The BPM industry must move beyond a model driven purely by labour cost arbitrage. The next generation of BPM leaders will be built on AI-led, data-driven, end-to-end digital solutions, supported by skilled talent.
This requires stronger governance, continued investment in AI and digital infrastructure, and a shift towards technology arbitrage, where efficiency and intelligence, not just cost, drive value.
How do you define the road ahead for 1Point1?
The road ahead is clearly AI-led. Our focus will be on deepening domain expertise, expanding AI-driven solutions, and strengthening our global presence. We aim to continue building scalable, intelligent, and human-centric CX and BPM solutions that help our clients grow faster and operate smarter.
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