“Customer success has been the hallmark of Blue Prism’s value proposition,” said Blue Prism CEO and co-founder Alastair Bathgate. “A customer-centric approach needs to be at the heart of everything we do. Shail has the proven track record for building enterprise-grade teams and programs which will help provide us with a global, consolidated lens on our customer experiences and their journey, from contract through renewal.”
As CCO, Shail Khiyara will lead global efforts on driving market insights, customer experience design and strategy for Blue Prism, the aim being to unify all company strategy, marketing, sales, services and support efforts into one cohesive and uniquely differentiated customer experience, which can become a keystone of competitive advantage for users.
“The market demand for Intelligent Automation and RPA solutions continues to soar,” said Sarah Burnett, Vice President at Everest Group, one of the world’s largest and leading global services and RPA analyst firms. “I am excited to see this role at Blue Prism. Shail brings an excellent customer experience mindset to the market. The move shows Blue Prism’s continued focus on customer experience. As a result, we anticipate more product and Technical Alliances Partner (TAP) platform features, including AI, analytics and cloud capabilities, to ease enterprises’ transition to a digital workforce.”
In the first half of FY 2017, Blue Prism saw 118 new customers, all of which were added through its ecosystem of service partners such as Accenture, Deloitte, EY, IBM and KPMG, as well as a range of specialized resellers. “Our strength has come from the high rates of satisfaction amongst our early customer base,” said Bathgate. “Today, with a total of more than 320 global enterprise accounts, it is critical that we continue to delight our customers by enabling them to get meaningful and transformative business outcomes from our software.”
“Shail is a dynamic and experienced hire for Blue Prism, which adds to an already highly successful and accomplished management team in growth mode,” said Phil Fersht, CEO of HfS, the leading RPA and operations analyst firm. “Having a CCO onboard will help Blue Prism align product development, services and partners more closely but more importantly it will help extend and drive Blue Prism’s RPA offering to an even broader audience. The demand for enterprise RPA solutions is at an all-time high, with 60% growth expected next year where customers are looking for more insights, expertise and best practices, especially around enabling AI and cognitive efforts.”
“We’re in the age of experiential engagement, and winning in this digitally connected age means delivering authentic and consistent brand experiences across all customer touch points,” said Shail Khiyara. “It’s about getting past lip service to passionate action, and I am excited to join Blue Prism at this time given its financial stability, innovative product architecture and rapidly expanding customer base.”
Shail Khiyara brings a uniquely diverse background, anchored by a rich marketing heritage and demonstrated success as a driver of business growth in the technology industry, including his most recent experience in the RPA and artificial intelligence space. Khiyara has been a CMO and Chief Customer Officer for multiple public and private companies, including Model N, Taleo, Spigit and various executive leadership roles at Verisign, Seagate, Bechtel and Autodesk.