Sandeep is an e-commerce enthusiast with 20 years of experience in category management and service delivery. During his journey, he has acquired skills for the exposure, learning, and command of the cycle of introducing, developing & maturing categories on growth and profitability. His skill set includes Category Management, Delivery Management, Client and Vendor Partnership, Project Management, P&L management, Transition, Hiring, and Team Management skills with resource planning. Sandeep has a proven program and business management track record, solid business acumen, and analytical skills. He is also certified in PMP and Six Sigma. Sandeep has an MBA in Marketing and Entrepreneurship from Northeastern University, Boston.

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Shilpa Gupta is the Chief Supply Chain Officer and Head of Customer Experience at HomeLane. She has over 10 years of experience in supply chain management and has worked with some of the biggest names in the industry, including Flipkart, Diageo, and PepsiCo. Shilpa started her career as a research analyst intern and has since worked her way up to her current position.

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Learn about the latest trends in CX technology and how it enhances overall customer satisfaction. Discover the measures taken by BDx to improve customer experience and gain insights from Mithila's experiences in the field. This engaging conversation will leave you with a deeper understanding of the importance of customer-centricity and continuous improvement in CX.

Mithila is a Certified PMP®, PRINCE2®, Agile_Scrum, and Six Sigma Practitioner. She is an Experienced Customer Success professional with a demonstrated history of working in Telecommunications, Consulting, and Academics. Mithila is skilled in Service Delivery, Customer Relationship Management (CRM), and Contact Centers. She is a Customer Engagement and Experience specialist, and over her 13-year career, she has held leadership roles at global firms like Accenture. 

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Manish emphasizes the need for simplicity and predictability in customer experience while also highlighting the value of respecting and valuing customers. Manish is a big fan of Ron Johnson, the head of customer experience at Apple, and admires how his insights have helped in shaping the company.

Manish is a seasoned leader and strategist who specializes in implementing platforms and systems to streamline operations and optimize customer experience. As the Head of Customer Experience at Zuno General Insurance, he oversees the design and execution of transformation initiatives, ensuring they are delivered on time, on scope, and within budget. With over 19 years of experience as a product and CX lead, he has a proven track record of delivering significant savings, scaling operations across business lines, and enhancing customer satisfaction and loyalty. 

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Ankur is a senior executive with experience in leading large and distributed teams across business verticals like product management, technology, operations, customer experience, and business excellence. He is passionate about driving business transformation while generating profitable growth. 

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In his role, Rachit stands at the forefront of revolutionizing the sleep industry, reshaping both sleep products and the sleeping habits of Indians. He possesses expertise in team management, furniture design, and business strategy. Before joining Wakefit, Rachit was a Senior Analyst at Everest Group and a Software Engineer at Tavant.

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Tanish is a Strategic Change Leader who leverages the power of human performance and organizational design to increase profitability and market penetration. He has experience building business cases through solid business analysis and delivering business value for the industry in finance & technology in Payment Modernization, Payment Innovation, Digital CCY, Blockchain, AI, OCR, Telematics, and Trade Finance. Tanish has published multiple papers on Project Management and Innovation and has been featured as a keynote speaker. 

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Arvind has over 24 years of experience as an IT professional and passionate leader. He is the current Chief Technology and Product Officer and Executive Vice President of IT at Puravankara Limited, a leading real estate developer. Prior to this, he was the Head of Information Technology at 7-Eleven India. He was issued the IT Visionary 2023 award by StrategInk and named one of the Top 100 Innovative CIOs by CIOAxis. 

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Suraj previously held several leadership roles in finance, operations, marketing, technology, and automation. He was the Product Head of Asit C. Mehta Investment Intermediates; Head of Business Operations of ShereIt; and was Junior Executive of J.B.BODA Reinsurance Brokers. He’s also been a panelist and speaker at several CX, marketing, operations, and finance summits, including NBFC Leadership Awards 2023, TL EdTech's BreakfastMeet, and Smart CX Technology Summit and Awards 2023.

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Together, they discuss the importance of empathy towards frontline CX agents, and how that can help in bridging the gap between top management and the customer’s experience; navigating difficult decisions by focusing on what is urgent and what is important; and the recent, and potential future, evolution of the customer experience industry.

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Together, they discuss whether or not the customer is always right, why you need to protect your employees’ mental health, how that directly correlates to the customer’s experience, and why she is so fascinated with not just the customer’s journey but their journey after a sale is made. She also explains what the missing fourth factor of CX is that a lot of people seem to forget.

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They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for the bigger brands, how we can start bringing empathy into CX, and the importance of talking to your employees before making any technological decisions. He also shares a story about a time he had a bad customer experience with a delivery company!nnoying, as well as how customer expectations have risen in the last few years.

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They discuss why the employee experience is just as important as the customer experience, what it takes to be a seasoned expert in CX retention, and why your irate customers are the moment of truth for your company. They also delve into how to upsell to customers without being annoying, as well as how customer expectations have risen in the last few years.

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They discuss how to bridge the gap between customers and employees; what it means to be a ‘comfortable disruptor of the status quo’; the current 2023 trajectory of CX; and how the study of psychology can really benefit your customer experience skill set. Not only that, but they also delve into why priorities in business are the biggest barriers to customer experience.

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They discuss the obviousness of "customer success excellence" and why businesses aren’t prioritizing it as much as they should. Alex also discusses the striking similarities between customer success and customer experience; the consequences of not focusing on customer success; how to be the hero for your customers; and the importance of having an industry mentor. He also delves into how businesses can make it easier for consultants in CS to do their jobs. 

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In this episode, Ronnell discusses the importance of customer experience in sales (particularly for startups and growing companies), as well as some key pointers for building a customer-centric culture from the ground up. They also discuss Ronnell's free course, Advanced Sales Tactics, which is targeted at sellers looking to take their sales production to the next level. They also give the audience some useful tips regarding the use of organic marketing as a tool to improve the customer experience. 

Ronnell's upcoming book, Shut The Hell Up And Sell, is available now! 

Find all of this and more in this episode of Humans of CX.

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Humans of CX is handcrafted by our friends over at: fame.so

They discuss the importance of customer experience in improving organizational morale and the bottom line. They explore the difference between customer service and customer experience, changing customer landscape in a B2B environment, employee engagement strategies, millennial expectations from employers, and how technology can create a more seamless interaction with customers.

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Todd and Jenny discuss the importance of listening to customers and how to incorporate their feedback into a company's overall strategy. They provide valuable industry insights into different feedback methods, feedback funnels, customer service automation across different channels, and the trickle-down effect of treating employees right.

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They discuss the role agents play in improving the customers' experience and why providing a conducive environment for the agents to work is important. They further elaborate on the importance of agent happiness in customer service and how it can lead to happy customers and a successful organization.

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Humans of CX is handcrafted by our friends over at: fame.so

They delve into how to create a frictionless customer experience, the concept of amazement, and Customer experience KPIs every company must measure.

Humans of CX is handcrafted by our friends over at: fame.so

They discuss employee experiences, customer perception, and how outsourcing your call center operations impact CX.

Humans of CX is handcrafted by our friends over at: fame.so

Humans of CX is handcrafted by our friends over at: fame.so

They delve into the evolution of customer experience, the place of BPOs in delivering the best experiences, and how a positive customer experience generates loyalty. 

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