About me

WHAT I BELIEVE

Customers always react emotionally. Companies tend to respond rationally. That mismatch is the root of most customer experience failures.​

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A CX breakdown is usually a culture problem in disguise. A conversion problem is often a trust problem. A growth plateau is frequently a leadership problem that has been deferred too long. My job is to find where the real problem is, name it plainly, and build the path forward with the team that has to walk it.

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BACKGROUND

I am based in Bengaluru. My career has been built across health tech and fintech, with consulting work spanning sectors. I currently serve as Director of Customer Experience at smallcase, where I lead teams building CX for one of India's fastest-growing fintech platforms. In 2024, I was recognised as CX Leader of the Year. I speak at industry events on leadership, customer experience, and the behaviour of organisations under pressure.

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HOW I WORK

I am not a consensus-seeker, I'm a consensus builder. I form a view and bring people along by making them believe in the plan. I use data as a starting point, not a conclusion. I believe that data can't fully capture emotion, and customer experience lives in emotion.

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My communication is direct. My advice is pragmatic. I have no interest in frameworks that don't survive contact with reality, or in staying comfortably at 30,000 feet while the people I work with are on the ground.

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I take up very few consulting engagements. The ones I do take on tend to share a common characteristic: the problem on the surface isn't the actual problem.

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Leadership is not about keeping people motivated. Motivation has to come from within. What good leadership provides is a shared sense of purpose and direction, and the clarity to act on it.

And the principle I have lived by throughout: do the right thing consistently and for long enough, and the results follow.

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