Nikhil Shanker is the VP of customer experience and partner experience at Urban Company, a services platform. Nikhil’s role focuses on building processes and systems that assist customers as well as service partners who deliver the services to the customers. With 9+ years of experience, Nikhil has previously worked with HCL Technologies and Infosys. 

We cover:

• Evolution of support at Urban Company during the pandemic
• Managing customer expectations when demand spikes
• One process implementation that enabled delightful CX
• Future of customer support and customer experience