Alok Kumar

Chief Service Delivery Officer
Aircel

Mr Alok Kumar is an engineer from IIT Kharagpur with 37 years of career spanning Sales, ISO 9000 / Total Quality Management including 28 years in Customer Service Delivery ,Quality & Enterprise CRM implementation in leading organizations like Xerox, Escotel, Bharti Airtel & now Aircel. 

He has been instrumental in laying the foundations of Service Delivery organization for leading telecom operators in India – both in the mobile / fixed line & data services. 

As an acknowledged leader in the area of  CRM ,Mr Alok Kumar is a member of various national committee on Customer Focus and Marketing, (CII/ AIIMA/DMA), is the Founding Director of CRM Foundation and has established a CRM Chair with India’s top management school (IIM Lucknow). 



11:40 AM Redesigning Customer Care Processes for Enhanced Service Quality & Operational Excellence

·         Evaluating customer care expectations, challenges and opportunities in an omni-channel world
·         Devising optimal processes for customer care across various customer engagement plaforms
·         Striking a balance between operational efficiency and great customer experience
·         Establishing service metrics, accurately measuring performance and leveraging insights to refine customer care

2:00 PM C: Measuring Customer Satisfaction - Which KPIs & Metrics Works Best?