"It was a wonderful experience interacting with you and appreciate the way you have planned and executed the whole publication process within the agreed timelines.”
Subrat SaurabhAuthor of Kuch Woh Pal
Customer Experience is the new buzzword of marketing. While the various facets of Customer Experience. It argues if it is a cost or an investment. While the world is still waking up to Customer Experience, some companies had built a formidable brand by ensuring a flawless Customer Experience. Customer Experience is not an end in itself but a continuous journey. The book aims to elaborate on this by various global examples.
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Simi Goyal
Simi is an Economics and Business Management Graduate with over 15 years of experience in payments/ financial services industry and business advisory services. She has worked with American Express Consumer Cards business in India for close to 6 years and had set up and led New Product Development and Customer Experience. She spearheaded the development and launch of American Express Platinum Credit Card and conceptualization and implementation of various product benefits like paperless statements, Direct Ticket, etc.
I was also awarded the "American Express Service Quality Award" and recognized several times for my outstanding contribution to business and commitment to excellence.
She has also worked with Visa Worldwide as a Director in the Regional Premium Products (Central of Excellence) team and was responsible for product management / development, marketing and business development with partners and banks to drive P&L growth in various Asian markets and was led card benefits and platforms for international markets.
She last worked as a Senior Manager in Business Advisory Services – Performance Improvement with Ernst and Young Pvt. Ltd., Indianwhere she lead the team in client management; build new business and solutions, delivering of key strategy and operations projects and other management initiatives. I also provide thought leadership for key sectors and have been actively involved in building a book of business, people development and industry level thought leadership. In 2013, she took a sabbatical for health reasons.
While working with American Express, the customer centric approach was so ingrained in her, that it became a deterrent to her success in her consequent jobs. During her sabbatical she decided to pen down her learnings on Customer Experience.
