Bala enables business stakeholders to define the economic value of CX and visualize it as a means to better business outcomes like growth & profitability and aligns the organisation around customer needs.
He helped launch and sustain programs to Find, Get, Keep and Develop customers for several leading brands successfully during the past 2 decades in the region. Most of his career was spent in agencies supporting his clients in programs involving Direct marketing, CRM, Research, Analytics, Loyalty and CX initiatives. He moved to a client side role in 2019 and has since been part of the corporate CX team of a Retail conglomerate.
As an active member of the CX community he contributes at several Regional and International Awards for CX as a judge which helps inform 'what good looks like' in his daily practice.