Shivakumar Padmanaban

Vice President - Global Customer Care & Experience - Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

Shiv has 25+ years of international business and operational leadership experience in Customer Care, Reverse Logistics and Account Management working for brands like Microsoft and Nokia. Shiv is an industry thought leader who brings hands-on experience in managing global scale customer support operations, digital transformation and in moving organizations from cost to value based. Some of Shiv’s successful pilots and practices in the area of customer support have been captured as the industry benchmark and have been showcased in the book “Power of Co-Creation: Build It with Them to Boost Growth, Productivity, and Profits” for transforming and elevating CX from Retail stores and Contact centers. Shiv currently leads the Global Customer Care and Experience Service Line for Hi-Tech industry segment in Genpact

Shivakumar Padmanaban

Vice President - Global Customer Care & Experience - Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

About Shivakumar Padmanaban