Accomplished leader with 25+ years of experience in shaping up digital transformation initiatives for fortune 500 companies, from ideation to implementation and setting up customer experience (CX) global competency with 80+ million Euro revenue and 2300+ FTE. A Business, technology, delivery leader and an excellent customer relationship manager with proven expertise to implement complex and large size (600+ FTE) Programs, Products, B2B and B2C aggregators and exchanges profitably and innovatively. Currently heading the customer platform teams to provide strategic cross-tech solutions (10+ Million Euros) to large customers and manage a team of CX Architects.
As a Strategic Solution leader I am responsible for partnering with the Sector Business Units to win and deliver strategic Multi million dollar Digital and CX pursuits. I engage with Customers (CXOs) globally in shaping innovative and disruptive Digital solutions and transformation programs. As CX Platform and customer data hub leader in India – I am responsible for conceptualizing and implementing end to end CX platform Solutions working with a team of Senior CX Solution Architects, Designers and Program Managers.
The digital platforms to implement CX platform and data hub Solutions include
1) CX Platform Solution – Salesforce (SF Sales & Service, SFCC, SFMC & Einstein), SAP (CPQ, Hybris), Vlocity, Adobe (AEM, AEP, Analytics, WCMS, Magento), UI/UX (React, Angular, iOS & Android)
2) Integration Platforms like Mulesoft and Dell Boomi
3) Customer data Platforms including Adobe AEP, Salesforce Evergage, Pega CDH (Decision hub)
Some of the key Assets / Solution conceptualised include
1) B2B2X Scenarios for 5g
2) Virtual showrooms with Immersive Reality
3) Connected Care for life-science and healthcare vertical
I have authored a book on Fintech (FinTech: The Technology Driving Disruption in the Financial Services Industry ). I am also on the mentor panel of IIM Lucknow for their Fintech program.
Roles: Digital Strategic Solution leader, Head Customer Platforms, Head Experience Engineering & Design Practice, Head Migration & Mobile COE, Delivery Owner for P&G and Gillette, Program Manager (Vodafone, B2B, B2C portals)
Digital technology competency: Channels (viz. angular, react, objective-c and android), Digital marketing (Adobe, Salesforce marketing), CRM (SFDC), BPM (Pega), Commerce Tech (Magento & Hybris) and Integration (Mulesoft).
Sectors: Banking, Insurance, Capital markets, Automotive, Telecom, FMCG, Metal, Lifescience and CPRD