ABOUT US
What is Customer Experience :
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Impacts Value Proposition
Your brand’s engagement is reinforced by way of enhancing consumer experience at all touchpoints. Customers loyalty is built through appropriate design of systems and processes, aligned to specific requirements of different segment. Willingness to buy more and recommend to others are positively impacted.
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Enhancing Profitability
Brands that score higher on Customer Experience are able to charge a premium for their product / services . Sales growth happen at more than double the rate and they deliver 6X multiple on Return on equity as compared to an experience laggard company.
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Determine Customer
SatisfactionKeeping track of how well the organisation is performing against customer expectations – and any changes in those. Outpacing competition in delivering satisfaction for products and services, to build a sustainable competitive edge.
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Generates Customer Lifetime Value
Customer Lifetime Value (CLV) by fostering loyalty, repeat purchases, and lengthy-term relationships, boosting upselling/cross selling opportunities and referrals.
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Accelerates Order Frequency
Customer ease of interactions with the brand and superior usage experience lead to quicker order frequency, ensuring higher share of their wallet.
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Influences Price
SensitivityCustomer experience impacts price sensitivity by improving perceived value for products and services being received. Clients are more inclined to a pay premium for such superior offerings .
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For Crisis Management
Effective handling of aggrieved customer at front end , on social media platforms , with legal disputes.
Corporate Advisor & Consultant
Bringing extensive advisory expertise to entities like ATS Infrastructure, Centum, Worxpertise, and Bignify, offering strategic counsel in optimizing operations and elevating customer experiences.
Chief Experience Designer Architect
Driving innovation and customer-centricity as the Chief Experience Designer at Experience Integrators since October 2019, specializing in designing immersive and impactful customer journeys across diverse industries.
Service Delivery Leader
Held pivotal roles as the Chief Service Delivery Officer at Aircel Ltd and as the National Head of Sales & Service at Airtel, where instrumental contributions were made in enhancing service delivery standards and operational efficiency.
Telecom & Customer Service Expertise
Played integral roles in shaping the telecom landscape, contributing significantly to Aircel, Airtel, and Escotel Mobile Communication. Led initiatives in Enterprise CRM, National Customer Services, and Data Services, driving transformative growth and service excellence.
Quality Management Leader
Equipped with a robust foundation in quality methodologies, including extensive training in TQM, ISO standards, and Malcolm Baldridge methodologies. Demonstrated a commitment to implementing and sustaining industry-best practices in service delivery.
Educational Background
Graduated with Honors in B.Tech from IIT Kharagpur, fostering a strong academic foundation that paved the way for a distinguished career trajectory.
