Chicago, Illinois, United States, February 2026 — Capgemini has elevated Dinesh Karanam to the role of Global Head of Customer Process Management & Contact Center Transformations for its Financial Services business, marking a significant leadership milestone in his long-standing career with the organisation.
In his new global role, Dinesh is responsible for defining and leading Capgemini’s strategy for customer process management and contact center transformation across BPM, CCaaS, Generative AI, and agentic AI. He will shape market positioning, thought leadership, and go-to-market offerings for AI-orchestrated customer operations, while advising CXOs and boards on operating models, transformation roadmaps, governance frameworks, and measurable value realization.
Dinesh has been associated with Capgemini for nearly two decades across multiple leadership roles. Prior to this elevation, he served as Business Processes and Augmented Services Leader for North America, where he led enterprise-wide BPM and GenAI-enabled transformation programs, partnered closely with senior executives on operating model design, and scaled Capgemini’s process transformation practice through reusable assets, accelerators, and global delivery standards.
Earlier in his journey at Capgemini, Dinesh held senior leadership positions including Senior Director – Digital Transformation & Customer Experience, where he led large-scale, multi-year transformation programs for global financial services, insurance, healthcare, and capital markets clients. His work focused on modernising enterprise architectures, improving operational efficiency, reducing risk, and delivering measurable business outcomes through technology-enabled process transformation.
Between his tenures at Capgemini, Dinesh also co-founded QbitEdge, where he led the design and launch of multiple digital platforms spanning open banking, legal practice management, healthcare analytics, and intelligent workflow solutions. This entrepreneurial experience further strengthened his ability to translate emerging technologies into scalable, customer-centric business solutions.
Over the course of his career, Dinesh has built deep expertise in customer operations transformation, BPM, CCaaS platforms, enterprise architecture, and AI-driven service models. His elevation reflects Capgemini’s continued focus on scaling AI-orchestrated customer operations and strengthening its leadership in global financial services transformation.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world. With nearly 60 years of heritage, Capgemini leverages deep industry expertise, strong partner ecosystems, and end-to-end capabilities across strategy, technology, engineering, and business operations. The Group operates in more than 50 countries with over 420,000 team members worldwide.
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