Achieving CX Excellence: An Ongoing Journey with Ankur Agrawal

Episode notes

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 If you enjoyed this episode, then please either Subscribe, rate, and review on Apple Podcasts Follow on Spotify Humans of CX is handcrafted by our friends over at: fame.so

• Trends and Challenges in E-commerce Customer Experience with Sandeep Sachdeva39 / 100
• Beyond Last-Mile Delivery: The Future of CX in E-commerce with Shilpa Gupta39 / 100
• Improving Customer Interactions through Conversational Continuity with Mithila Mahajan40 / 100
• The Importance of Delivering Predictable & Efficient CX with Manish Nachnani
• The Wakefit Way of Growth with Rachit Saran