Humans of CX

Welcome to this episode of Humans of CX with your host, Garima. Our guest today is Sandeep Sachdeva, Head of Customer and Seller Experience at Snapdeal. Join us as we delve into the world of customer experience. Discover Sandeep's journey and insights as the Head of Customer Experience at Snapdeal. Learn about the skills needed for a successful career in customer service, the importance of employee empowerment, and Snapdeal's focus on customer delight. Explore the challenges of fragmented customer interactions and the future of AI-powered customer service. 
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.

Episode resource

• Sandeep Sachdeva on LinkedIn
• Snapdeal Website
• Garima Gayatri on LinkedIn
• Ozonetel Website

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In this episode of the Humans of CX podcast, Garima is joined by Shilpa Gupta, Chief Supply Chain Officer and Head of Customer Experience at HomeLane, India’s premier end-to-end home interiors platform, which delivers chosen home interiors within 45 days. Together, they explore the growing importance of CX, from the communication challenges of last-mile delivery to the importance of trust, transparency, and predictability in customer delight. Discover how technology and human empathy intersect to create seamless experiences and gain insights into the future trends shaping the eCommerce industry.

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.



Episode resources:

• Shilpa Gupta LinkedIn
• HomeLane
  
  

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In this episode of the Humans of CX podcast, Garima is joined by Mithila Mahajan, the Global Head of Customer Experience at BDx Data Centers, a global data center platform offering secure, scalable, and sustainable digital solutions and infrastructure. Join them as they discuss customers' evolving expectations, the role of empathy, and the core values of customer-centricity. 


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. 


Episode resources:

• Mithila Mahajan on LinkedIn
• BDx Data Centers Website
• Garima Gayatri on LinkedIn
• Ozonetel website

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In this episode of the Humans of CX podcast, Garima is joined by Manish Nachnani, the Head of Customer Experience at Zuno General Insurance, one of the most trusted Insurance providers in India. Join them as they discuss the importance of customer experience in the insurance industry. They explore topics such as seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives. 

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. 


Episode resources:

• Manish Nachnani on LinkedIn
• Garima Gayatri on LinkedIn
• Ozonetel website

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This week we’re joined by CX Expert Ankur Agrawal, former SVP and Head of Customer Experience at Paytm, Ola, MakeMyTrip and Snapdeal.  He shares his insights on the importance of understanding customer expectations, analyzing feedback, and combining it with data to enhance the overall experience. Ankur also delves into the impact of AI on contact centers and the role they play as treasure troves of customer conversations. Don't miss this engaging conversation to enhance your own customer experience journey.
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. 
Episode resource

• Ankur Agrawal on LinkedIn
• Paytm Website
• Garima Gayatri on LinkedIn
• Ozonetel Website

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In this episode of the Humans of CX podcast, Garima is joined by Rachit Saran, VP of Customer Experience at Wakefit, a furniture company based in Bengaluru, Karnataka. Together, they discuss Wakefit’s three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, and how they are using AI and automation to enhance the customer experience.

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.



Episode resources:

• Rachit Saran on LinkedIn
• Wakefit Website

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In this episode of the Humans of CX podcast, Garima is joined by Tanish Mathur. Join them as they discuss the importance of customer experience in the banking and finance industry. They delve into the role of AI, security measures, and global banking, and the impact of events like the pandemic. Discover how technology can enhance the customer experience while maintaining a human touch. 

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. 

Episode resources:

• Tanish Mathur on LinkedIn
• Garima Gayatri on LinkedIn
• Ozonetel website

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In this episode of the Humans of CX podcast, Garima is joined by Arvind Singh, Chief Technology and Product Officer and EVP of IT at Puravankara, a leading real estate developer. Together, they discuss where customer experience falls in the real estate sector, highlighting the need to place customers at the center of all operations, the importance of balancing empathy and technology, and strategies for meeting customers where they are to ensure a seamless experience.

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. 


Episode resources:

• Arvind Singh on LinkedIn
• Puravankara Website

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In this episode of the Humans of CX podcast, Garima is joined by Suraj Shetty, Head of Customer Experience and Learning & Development at both Kissht and Ring, two businesses focused on quality customer service. Together, they delve into how brands should respond to customer outrage on social media; how working in CX can sometimes affect mental health, and the best ways to respond to it; and how remote working changed the CX landscape forever.

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.


Episode resources:

• Suraj Shetty LinkedIn
• Kissht 
• Ring

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In this episode, Garima is joined by Matt Dale, Founder of Moxie CX, a CX consulting firm helping businesses improve their customer experience efforts through several offerings, including customer journey mapping, leadership coaching, renewal forecasting. Prior to this he was the Vice President of Customer Support at Renaissance Learning having held the position at Illuminate Education before it was acquired by Renaissance.
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.

Episode resources:

• Matt Dale on LinkedIn
• Moxie CX

If you enjoyed this episode, then please either:

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