5/5 (2)

available on 2nd May

Bikash Shaw

available on 2nd May

Sr Director Quality at Teleperformance | CX Transformation | 21 Yrs in Operations, Quality and L&D | LSS MBB | PMP

Sr Director Quality at Teleperformance | CX Transformation | 21 Yrs in Operations, Quality and L&D | LSS MBB | PMP

English, Dutch

Mumbai, Maharashtra, India

I've spent 21 years inside the engine room of customer experience, quality, and large-scale operations, and what I've learned is this: most CX problems are process problems in disguise. Organizations don't fail because of bad people. They fail because of broken systems, unclear ownership, and fixes applied at the wrong end of the pipeline.

I work with leadership teams to find what's actually broken, not just what looks broken on the surface. Whether it's declining CSAT, high operational costs, ...Read more