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Tag: customer experience

  • Alok Agrawal joins Kapture CX to supercharge strategic account growth

    Alok Agrawal joins Kapture CX to supercharge strategic account growth

    MUMBAI: If customer experience is the new battleground, then Kapture CX just added a heavyweight to its arsenal. Alok Agrawal has officially joined as head of strategic account growth, bringing a proven track record in enterprise product sales, revenue expansion, and customer engagement. With Kapture CX revolutionising customer interactions through Gen AI-powered solutions, Alok’s arrival signals a bold step forward in strengthening client relationships and business growth.

    Agrawal, an alumnus of IIM Calcutta and NIT Tiruchirappalli, steps into this role fresh from Razorpay, where he played a pivotal role in scaling enterprise product sales, driving revenue, and launching industry-first solutions. Before that, he led strategic initiatives at Paytm, where he spearheaded product sales for enterprise solutions and executed go-to-market strategies that helped shape the fintech ecosystem. From fintech to retail to manufacturing, Agrawal has consistently delivered high-impact results across industries.

    At Kapture CX, Agrawal is set to spearhead strategic account growth initiatives, ensuring that AI-driven customer experience solutions don’t just integrate seamlessly into enterprise operations, but also transform the way businesses engage with their customers. His deep understanding of enterprise needs and his forward-thinking approach will help push Kapture CX’s growth to new heights.

    Welcoming Agrawal aboard, Kapture CX CEO & co-founder Sheshgiri Kamath said, “Alok’s appointment comes at an important phase for Kapture CX as we continue to scale and innovate in the customer experience space. His extensive experience in enterprise product sales and revenue expansion will play a crucial role in strengthening our client relationships and ensuring seamless customer journeys.”

    Agrawal himself couldn’t be more excited, “Customers are at the core of every successful business, and I’m excited to contribute to Kapture CX’s mission of enhancing customer experience with smart, seamless solutions. I’m looking forward to working with this energetic team to improve customer interactions and expand into new and existing markets. While we are a young team, the enthusiasm here is infectious, and I’m eager to see what we can accomplish together.”

    With Agrawal’s leadership, Kapture CX is gearing up to deepen its client engagement, refine its AI-powered solutions, and expand its footprint in the customer experience space. The goal? To not just manage customer interactions—but to redefine them.

  • Kapture CX names Devika Rajeev as HR head to power growth & culture

    Kapture CX names Devika Rajeev as HR head to power growth & culture

    MUMBAI: The gen AI-powered customer experience platform has appointed Devika Rajeev as its new head of HR, bringing in a wealth of experience to supercharge its workforce and fuel its ambitious growth plans.

    With 13 years of HR mastery under her belt, Devika isn’t just any hire—she’s a force to be reckoned with. From scaling teams at rocket-speed to crafting high-impact people strategies, she has done it all. At Sattva Consulting, she was the mastermind behind tripling the organisation’s headcount while implementing game-changing HR initiatives. Before that, she sharpened her expertise at Wipro, Heidrick & Struggles, and Ola, managing diverse teams and shaping people-first cultures.

    An alumna of XLRI Jamshedpur, Devika holds a postgraduate diploma in personnel management & industrial relations and a B.A. (Hons) in mathematics from Delhi University. Now, at Kapture CX, she steps into a crucial role—one that requires equal parts strategy, agility, and a knack for making workplaces thrive.

    In her new role, Devika will lead strategic HR initiatives, talent acquisition, and retention while strengthening employee engagement. Her mission? To build a dynamic and inclusive work environment that aligns with Kapture CX’s rapid expansion. With her leadership, expect a culture that champions collaboration, innovation, and continuous growth.

    Kapture CX CEO & co-founder Sheshgiri Kamath welcomed her aboard with enthusiasm, “At Kapture, we believe that people are at the heart of everything we do. Devika’s extensive experience in HR leadership, combined with her ability to drive strategic talent initiatives, makes her a valuable addition to our team. We look forward to her contributions in building a strong, people-first culture as we continue our growth journey.”

    Devika, equally excited about the challenge ahead, shared her thoughts, “I am thrilled to join Kapture CX at such an exciting phase of its journey. The company’s commitment to innovation and customer-centricity is truly inspiring, and I look forward to strengthening our HR strategies to nurture talent, foster a high-performance culture, and support the organisation’s ambitious goals.”

    With Kapture CX continuing its march towards redefining customer experience, Devika’s appointment marks a strategic shift in how the company plans to invest in its people.

     

  • Autopedia partners with Kapture CX to enhance customer support

    Autopedia partners with Kapture CX to enhance customer support

    Mumbai: Leading automotive platform Autopedia has partnered with Kapture CX to revolutionise its customer support operations. The collaboration will enable seamless omnichannel support across multiple touchpoints through a unified dashboard, reinforcing Autopedia’s commitment to delivering exceptional customer service.

    Serving over 100,000 customers annually, Autopedia operates a vast business model encompassing car and motorcycle auctions, as well as an aggregator service for vehicle pricing. Maintaining its 40 per cent market share necessitates robust customer support, prompting the adoption of Kapture CX’s advanced customer experience automation platform.

    Kapture CX will integrate customer interactions from Facebook, Instagram, Whatsapp, email, and website forms, ensuring streamlined communication. Its automated ticketing system will enhance response efficiency by enabling swift escalations and resolutions. Additionally, built-in SLA tracking will ensure timely handling of each customer query.

    Kapture CX CRO Gaurav Juneja stated, “Kapture CX is thrilled to partner with Autopedia, Autopedia is making significant strides in Indonesia’s automotive sector, and we are proud to provide them with a comprehensive support management solution. This collaboration underscores our commitment to transforming customer experiences for Indonesian businesses.”

    Through this integration, Kapture CX will maintain detailed customer profiles and sync data with external systems, offering a holistic view of interactions. It will also optimise internal operations by managing agent availability, defining roles, and controlling user access for better resource allocation and security.

    Autopedia head of digital business Jonathan Weiyn commented, “We’re excited to join forces with Kapture CX to strengthen our customer support. Their robust platform will empower us to deliver seamless and personalised experiences to our expanding customer base in Indonesia.”

    Additionally, agents will benefit from an extensive knowledge base, including decision trees and SOPs, ensuring quick and effective ticket resolutions.This strategic collaboration is set to elevate Autopedia’s customer experience while optimising internal processes, reinforcing its leadership in Indonesia’s automotive sector.

  • Livpure appoints Rahul Khanna to lead strategic business unit for appliances

    Livpure appoints Rahul Khanna to lead strategic business unit for appliances

    Mumbai: Livpure, a leading SAR Group company specialising in water purification and appliance technology, has appointed Rahul Khanna as head of its strategic business unit for appliances. Bringing over 17 years of industry experience with top brands like Panasonic, LG, and Samsung, Khanna is set to lead Livpure’s appliance division toward accelerated growth and innovation.

    Before joining Livpure, Khanna served as Samsung Electronics, product management head for living product appliances, where his expertise in product development and market expansion contributed to impressive growth and customer satisfaction. In his new role, Khanna will focus on product portfolio management, business strategy, and expanding Livpure’s market presence while enhancing brand visibility.

    Expressing excitement about his new role, Khanna stated, “I am honoured to join Livpure, a company known for its commitment to quality and customer-centric innovation. I look forward to collaborating with the talented team at Livpure to drive product excellence, elevate the customer experience, and further solidify our market position.”

    Livpure, MD & CEO, Rakesh Kaul welcomed Khanna’s appointment, saying, “We are excited to welcome Rahul to the Livpure family. His industry knowledge and strategic acumen will be invaluable as we aim to strengthen our foothold in the appliance market. With Rahul at the helm, we are well-positioned to achieve new milestones and deliver outstanding value to our customers.”

    Under Khanna’s leadership, Livpure aims to expand its appliance lineup, reinforcing its dedication to quality, innovation, and market leadership.

  • Pepperfry & Infra.Market partner to elevate CX and product range

    Pepperfry & Infra.Market partner to elevate CX and product range

    Mumbai: E-commerce furniture and home décor company – Pepperfry and Infra.Market, a construction materials company with its in-house brand Ivas, have announced a partnership to enhance customer experience and expand product offerings. Pepperfry products will be available in Infra.Market stores, while Ivas will be featured in Pepperfry locations, creating a one-stop destination for home needs.

    Starting from October, the companies will launch store-in-store (SIS) formats of Pepperfry in Infra.Market locations in cities including Bengaluru, Hyderabad, Pune, Kolhapur, Sangli, Aurangabad, Alibaug, Panvel, Nagpur, and Nashik. Ivas will also support Pepperfry’s modular furniture segment in stores across Mumbai, Pune, Baroda, Ahmedabad, Chandigarh, and Kolkata. This collaboration will provide a curated selection from multiple brands, allowing customers to visualise and plan their projects effectively.

    Over the next three months, Pepperfry plans to establish more than 20 SIS formats in Infra.Market stores, while Ivas aims to increase its presence in Pepperfry locations.

    Speaking about the partnership, Pepperfry co-founder and CEO Ashish Shah said, “This partnership with Infra.Market and Ivas, reiterates our mission to deliver a comprehensive and seamless home solutions experience to our customers. With this collaboration, we can leverage each other’s extensive network of stores and supply chain infrastructure to enhance our offering and provide a one-stop destination for all home needs to our customers – from tiles, custom modular furniture, electricals, paints, sanitaryware to home decor, mattress and furniture, all under one roof. Customers across these cities will now have access to 1,000s of brands and 100s of product categories through a unique omnichannel experience.”

    The collaboration aims to meet the demand for comprehensive home and construction material solutions by introducing dedicated sections in Infra.Market and Pepperfry stores, featuring building materials alongside home furnishings.

    Ivas, backed by Infra.Market, is transforming the home building and renovation sector by offering a wide range of products, including tiles, slabs, quartz, sanitaryware, bath fittings, fans, lighting, appliances, modular kitchens and wardrobes, designer hardware, and laminates.

    Infra.Market co-founder Aaditya Sharda added, “Our partnership with Pepperfry marks a significant step in our commitment to simplifying home building by offering customers unparalleled access to diverse solutions that meet their needs.” He further added, “At Ivas, we understand that homemakers invest their hearts into creating comfortable spaces. Our collaboration with Pepperfry enhances this endeavor by seamlessly connecting high-quality building materials with stylish décor options. Together, we are addressing the diverse needs of homeowners across India by bridging construction and furnishing, ultimately transforming houses into dream homes.”

  • HomeLane appoints Aveek Nandi as senior vice president – product

    HomeLane appoints Aveek Nandi as senior vice president – product

    Mumbai: Home interiors brand HomeLane has announced another addition to their CXO suite, with the appointment of Aveek Nandi as senior vice president – product and head of customer experience. Nandi previously worked for Vedantu, Yulu Mobility, and Delhivery, and has over 12 years of experience in product, P&L, and operations.

    In his role at HomeLane as the senior vice president-product, he will be working towards building a more competitive product and technology-led organisation. Additionally, as the head of customer experience, Nandi has been entrusted with the goal of ensuring that HomeLane consistently delivers a seven-star experience to its customers.

    Commenting on the appointment, HomeLane co-founders Srikanth Iyer and Tanuj Choudhry said, “We are delighted to welcome Aveek to the HomeLane team. He has successfully led the product strategy for many marquee brands, and we are confident that with his varied experience and innovation-led approach, he will play an instrumental role in optimising our product portfolio and enhancing our overall customer experience.”

    Prior to joining HomeLane, Aveek worked for Vedantu as AVP – product and Yulu as head of product, where he was in charge of the brands’ product and design charters. He has also led product design and strategy for e-commerce logistics at Delhivery. At Delhivery, he was part of the CEO’s core team that focussed on building product solutions for key business challenges which included leading Delhivery’s business for MSMEs. Prior to Delhivery, Aveek worked on product and process challenges across functions and geographies at Tesco.

    Aveek Nandi said of the new role, “I am delighted to join HomeLane. It is really impressive how we are using products and technology to deliver a great customer experience in the complex journey of building one’s home and doing so in an optimised manner. I look forward to joining this highly energetic and dynamic team and contributing to HomeLane’s journey.”

    In addition to being an alumnus of the Indian Institute of Technology, Mumbai, Nandi has an MBA from the Indian Institute of Management, Bangalore.

  • Nissan India names Mohan Wilson as the new director of marketing

    Nissan India names Mohan Wilson as the new director of marketing

    Mumbai: Nissan India has appointed Mohan Wilson as director marketing, product & customer experience, for business transformation for the India market. Mohan Wilson replaces Sriram Padmanabhan and has taken over the position effective 1 July 2022.

    Sriram Padmanabhan, who has overseen the successful launch of the Nissan Magnite in India as director marketing, product & customer experience has been appointed director marketing, product & customer experience for Nissan Motor Australia, the company announced. In this newly created role, Padmanabhan will report to Adam Paterson, managing director Nissan Australia and will be based in Australia.

    Wilson has worked across geographies in Japan, HongKong, Germany and India with cross functional experience of over 20 years in sales and marketing with expertise in areas of brand building, marcom, product marketing, customer experience, corporate strategy and data driven marketing. Prior to this, Wilson was head of global marketing planning at Nissan Motor Corporation’s premium car brand INFINITI at Global HQ in Japan and was a part of new model launch introductions for INFINITI globally with all-new QX60 & QX55.  

    Mohan Wilson in his role will report to Nissan Motor India managing director Rakesh Srivastava, and will be based in Chennai. He will focus on the transformation of the business on future product strategy for India, build a strong brand with a focus on customer experience and will leverage his experience gained at Nissan Motor Corporation’s Global HQ office in Yokohama, Japan.

    On this announcement, Srivastava commented, “Sriram has been an asset for Nissan India with a strong contribution towards the successful launch of big, bold, beautiful Nissan Magnite under Nissan Next with Nissan Magnite generating a tremendous customer response with over one lakh bookings and receipt of the Global Nissan President’s Award. We welcome Mohan Wilson to Nissan Motor India, his global exposure on premium cars would be key to build the Nissan brand with focus on customer experience on Nissan NEXT transformation.“

  • Havas CX announces key appointments, bolsters leadership in India

    Havas CX announces key appointments, bolsters leadership in India

    Mumbai: Havas CX, the specialized customer experience unit of Havas Creative Group India, has strengthened its leadership team with key appointments to build on the vertical’s existing momentum in India.

    Arunima Singh has been appointed as vice president – customer success and Ashtad Gandhi has been roped in as associate vice president – data & analytics. Both Singh and Gandhi will report to Havas CX India managing partner Prashant Tekwani.

    Havas Group India Group CEO Rana Barua said, “Havas CX India has witnessed exponential growth in less than two years through massive business wins across Mumbai and New Delhi. In addition, it has successfully built resonance in the industry through its annual report X Index. We understand that brands that get CX right will be the ones that stay relevant in the future, and therefore, our aim now is to scale up Havas CX to the next level and further expand both its expertise and our teams.”

    Speaking about the appointments, Havas CX India managing partner Prashant Tekwani said, “Over the past few years, we have partnered with brands to create business solutions with data and technology playing an integral role. As Arunima and Ashtad come on board, we’re embarking on the next phase of our rapid growth. The experience and expertise that both bring to the table will help us strengthen our offering further and empower us with the necessary tools to provide strong, strategic counsel to our clients.”

    With over two decades of experience, Singh has been instrumental in creating award-winning effective campaigns for brands including Pidilite, Godrej Group, Parle, Kotak Mahindra, Hindustan Unilever, Kellogg’s, and Colgate, among others. In her current role, Singh will head the business operations to streamline the process and work closely with the India Havas Creative team/Havas Village India to expand Havas CX’s scope across the group. She moves into Havas CX from Havas Life Sorento.

    Gandhi has over a decade of experience in solving business problems with solutions that connect with their customers. At Havas CX, he will lead the data and analytics wing to build and develop the practice and enhance the customer-centricity of all offerings through data-led processes that’ll help clients arrive at better decisions. Through his career, Gandhi has managed an array of brands, including Škoda, Tata Motors, ICICI Bank, Pfizer, GSK, TCS and ITC foods, amongst others. He moved to Havas CX from Publicis.

    Singh and Gandhi will be further supported by the creative duo, Sarthak Ghose and Amarttya Majumdar along with Siddhant Natarajan who is a part of the customer success team. While Sarthak and Amarttya join Havas CX from WATConsult and AutumnGrey (Grey Group), Siddhant was previously a part of Publicis.

    Part of the Havas CX global network, Havas CX India combines the power of data, technology, and design to create meaningful experiences and deliver value across the entire customer journey. Launched globally in 2020, Havas CX network spans across 18 major Havas Villages around the world with India as one of the key focus markets globally.

  • CAMM Summit 2022: ‘Retention is relevant through the customer journey’

    CAMM Summit 2022: ‘Retention is relevant through the customer journey’

    Mumbai: Retention is no longer just about the last phase of the customer journey anymore. In a traditional organisation such as a bank, retention would only come into question when the customer would close their account. But in the digital natvive business model, where the customer goes through five phases starting from acquisition followed by activation, retention, referral and revenue, retention is relevant through the latter four phases.  At the Content-Tech, Ad-Tech, Mar-Tech and More (CAMM) Summit and Exhibition 2022 organised by IndianTelevision.com co-powered by PubMatic and industry partner Adjust, experts from agency, SaaS startup, marketing deep dived into a conversation on ‘Decoding User Experience and Retention.’

    The session was led by Kinnect senior vice president marketing science and CX Bharatesh Salian who was joined by Zenith senior vice president Jasmine Sachdeva, Fast&Up vice president marketing Venkat Erpina and CleverTap senior vice president marketing Jayant Kshirsagar.

    The last two years of the pandemic have changed the conversation around user experience and retention. Marketers’ decisions are more guided by data as customers. “Earlier, when the consumer was on digital or offline, we were guessing what they wanted,” said Zenith’s Jasmine Sachdeva. “We leveraged static data such as the Indian Readership Survey to understand who the customer is and where the probability is of finding them. Today, tools like AI and machine learning are supporting us to be able to predict customers’ future behaviour and connect with them. We’ve moved from guessing to predictive customer journeys.”

    Fast&Up’s Venkat Erpina spoke about using purchase data to better understand the customer’s preferences. “Two years back, we entered the sports nutrition category with our product. If you have a strong retail customer base then it is easier to leverage them for future growth. So, we focused on customer satisfaction in terms of delivery time, packaging communication in various instances of product delivery and product quality. Then we segmented our customers into various cohorts. If a customer falls into a relevant cohort for a new product then we reach out to them and acquire new consumers,” he said.

    The panellist suggested that there is a limit to how much you can nudge a customer towards a new product. The idea is to give customers value over selling them more products to drive retention. SaaS startups such as Clevertap are leveraging first party data to help brands create a seamless customer experience and purchase journey.

    “All our customers are B2C companies with a digital native business model,” said Clevertap’s Jayant Kshirsagar. “Almost all of them have created a unique experience for their customers. Now they are focusing on creating value through experience.”

    “They are refraining from spamming the customer instead they are personalising. Clevertap has created a platform where we use data, analytics and recommendations. Retention is important in terms of safeguarding the consumer base as every five per cent increase in retention helps operating margins by 40-70 per cent. The cost of acquiring a customer is far higher than the cost of retaining a customer. Offering experience plus value using technology is the key to retaining customers,” he added.

  • VMLY&R India elevates Pooja Jauhari to group CEO

    VMLY&R India elevates Pooja Jauhari to group CEO

    Mumbai: Global brand and customer experience agency VMLY&R on Wednesday announced the appointment of Pooja Jauhari as chief executive officer, VMLY&R India across its group of companies. Based out of the agency’s Mumbai office, she will report to VMLY&R Asia co-CEO Tripti Lochan, who is based in Singapore.

    Jauhari takes over from Anil Nair, who is moving on to pursue new opportunities. Nair joined VMLY&R in 2019 from Law & Kenneth Saatchi & Saatchi India, where he was CEO (digital) and managing partner. VMLY&R first welcomed Jauhari in 2020, as the CEO of The Glitch. The independent creative agency was acquired by WPP in 2017 and integrated into the VMLY&R network in November 2020.

    In this new role, she will oversee the agency’s combined operations, including VMLY&R, The Glitch, VMLY&R Commerce and GTB, across its three offices in India – Mumbai, Delhi and Chennai – plus its service of clients across the Indian subcontinent, said the statement.

    She is also tasked with further integration of the network’s creative excellence in India, with its very strong customer experience, commerce and data capabilities, into an integrated powerhouse focused on human centricity, diversity, inclusion & high performance, it added.

    “Since welcoming The Glitch into the VMLY&R network in 2020, we are seeing that together with VMLY&R India, the whole is far greater than the sum of the parts,” said Tripti Lochan. “Pooja’s proven track record of having driven a gender-blind and positive influence approach, aligns perfectly with our ongoing vision towards ever-improving our own inclusivity and progressiveness. Combined with her track record in growing The Glitch to be one of India’s best-known agencies, producing work for clients both nationally and globally, we believe her elevation makes us even better at creating connected brands, driving business for our clients, and positively impacting the communities they live in.”

    “We thank Anil for being a part of our continued growth in India, and wish him the very best in the next stage of his journey,” she further said.

    Having started her marketing career at JWT two decades ago, Jauhari moved to Unilever and then Worldwide Media before joining The Glitch in 2013. There, she was instrumental to the agency’s success, leading its strategic planning, plus setting its goals and approach to both business and culture.