Customer Experience & Customer Success Professional | Digital Transformation | Experience-Led Delivery

I’m a Customer and Employee Experience enthusiast with hands-on expertise in transforming end-user support, service operations, and product adoption journeys through automation, service design, and data-driven insights.

Since 2022, I’ve led CX transformation initiatives at HCL, setting up Digital Experience Offices (DEOs), implementing Experience Level Agreements (XLAs), and delivering measurable improvements in CSAT, NPS, and ticket reduction. My work spans IT support, field services, and contact center operations — applying self-service, shift-left, AI-powered chatbots, and journey analytics to optimize the experience.

In parallel, I bring a Customer Success mindset, working closely with business and product stakeholders to drive adoption, improve user outcomes, and reduce churn risks. I believe that success happens when customer goals are realized — not just when tickets are closed.

I regularly share publish insights and best practices focused on helping organizations adopt and operationalize experience measurement on LinkedIn. I'm passionate about experience design, cross-functional collaboration, and leveraging tools to elevate both customer and employee journeys.

👉 Let’s connect if you're working in CX, Success, or experience-led transformation!