In an exclusive conversation with CXO Media & APAC Media, Gagan Arora, Founder & President, Vertex Group claims with AI leverage they are not just building a company but building an empire of possibilities. However, “Tech should never cross the line of trust”, as Vertex would never use AI to manipulate or mislead customers.
You launched Vertex Global Services in 2016 and scaled it globally within a few years. What core principles guided this journey?
In 2016, Vertex started with the goal of creating a movement, a company focusing on three core principles: people first, innovation with purpose, and agility with vision. Our vision was not limited to expansion; the goal has always been to build smarter, more agile teams across the globe capable of driving transformation from anywhere.
As mentioned above, we prioritize people first. Everything we do begins with people, whether it’s our team, clients, or the end user. We put people at the centre of our solutions. Emphasizing innovation with purpose, we didn’t chase trends. We built tech that solves real business problems, and this is what sets us apart in this industry. Focusing on agility with vision, we moved steadily but with clarity. Every step was backed by a long-term vision of becoming a global partner in transformation.
How is Vertex leveraging AI and automation to drive innovation in business process management?
Aligning with the transformative shift towards an era of AI and automation, we have made this an integral part of our DNA. From hiring to customer service to backend operations, we’re leveraging technology and tools that make work faster, smoother, and more accurate. Our AI-powered automation handles repetitive tasks, enhancing employees’ productivity as it allows them to concentrate on more strategic work.
Business Process Management (BPM) is a sector where data analysis is the key, and Vertex utilizes AI for data analysis, which streamlines the identification of trends, patterns, and potential risks that facilitate data-driven decision-making. However, human touch is always there, as the workforce is being trained to balance the use of AI and incorporate their inputs as well in the process of decision making. Moreover, AI helps pinpoint bottlenecks and recommend improvements by optimizing business processes.
Our focus on personalized experiences is a point not to miss, where we use AI to tailor customer interactions and enhance the overall customer journey by analysing their feedback and requirements, enabling the workforce to serve the customers more efficiently. Furthermore, at Vertex, we are also working towards AI-driven BPM tools offering smart ticketing, customer journey mapping, talent-on-demand platforms, and AI-led CX assistants.
How do you see Business Process Management evolving with the integration of emerging technologies like Generative AI and automation? Is Vertex working on any AI-powered solutions in this space?
Absolutely. BPM is going through a significant transformation with the integration of emerging technologies like GenAI and automation. It’s no longer about outsourcing tasks only; it’s about reimagining how businesses run. We are looking at multiple AI-powered solutions in this space, including:
- Self-evolving workflows that learn and optimize on their own.
- AI copilots to assist agents in real time.
- Predictive automation that anticipates problems & provides possible solutions.
And yes, as mentioned earlier, Vertex is actively building these solutions. We are working on AI-driven BPM tools that offer:
- Smart ticketing
- Customer journey mapping
- Talent-on-demand platforms
- AI-led CX assistants
The future of BPM is dynamic, data-driven, and hyper-personalized with GenAI and automation, and we are ready for it.
How do you approach the ethical use of AI in enhancing customer engagement and decision-making?
In decision-making, approaching AI is non-negotiable for us. We believe AI should empower, not replace, humans. And it should always be fair, transparent, and secure. At Vertex, we have a simple rule, “Tech should never cross the line of trust”, which means we never use AI to manipulate or mislead our customers. We make sure that when a customer is talking to a bot vs. a human, based on the complexity of their queries and the immediacy of their needs.
We harness AI to support decisions, not make them blindly. Trust is the foundation of any great brand, and we build tech that keeps that trust intact.
What impact do you foresee AI having on the future of entrepreneurship and workforce development in India?
AI is India’s biggest opportunity right now. It is a tool that can level the playing field for young entrepreneurs and upskill millions of professionals.
Here’s how I see it:
- A college student in Tier-2 India can now build a global SaaS business using AI tools.
- Small startups can scale operations and reach global markets without massive investments.
- With the right training, India’s workforce can become the AI engine of the world.
At Vertex, we are investing in AI-led learning through Vertex Learning, because the future will be built by those who learn fast and adapt faster. We are not just building a company; we are building an empire of possibilities.
Bhavya Bagga, APAC Media
