Alok Kumar

Chief Consultant @ Agile Experience Designers

Career Highlights

  • Chief Service Delivery Officer – Aircel Ltd Sept’07 – April ’10 & Nov’11-July’17
  • National Head – Sales & Service – Aircel Enterprise Data Services April ’10 – Nov’11
  • Vice President – Enterprise CRM Bharti Airtel Ltd  & Chief Operations – Airtel Fixed Line Service July’01- Sept’07
  • Chief General Manager – National Customer Services Escotel Mobile Communication Ltd June’96 – July’01
  • National Programme Manager –ISO & Customer Service Head & TQM Specialist (Maharashtra/UP) Modi Xerox Ltd – Aug’87-June’96

Branch Head & Sales Engineer – Nocil  July’ 79- Aug’87

Professional Credentials/Memberships

  • Founding Director – CRM Foundation of India (Year 2001- 2006) for propagation of CRM knowledge & skills to Indian Market
  • Setting up Escotel CRM Chair at IIM Lucknow in July 2000
  • Programme Director for 2 National Seminars of AIIMA
    • Creating Customer Focussed Organisations – July 2004
    • Creating & Managing sustainable Customer Experience – July 2005
  • Chairperson for :
    • Customer Experience Management Asia , Singapore 3rd Oct’13 & Workshop Leader – Customer Journey mapping- 4th Oct’13
    • Customer Experience Management – Telecom Singapore – 17-18th May ‘16
  • Current Member – CII Services Council & ex Member CII committee – Marketing & Customer Focus
  • Ex Member DMA sub Committee on Marketing & Customer Service – 2005
  • Session Leader for L&T Senior Leadership / Institute of Directors/ONGC Leadership teams on CRM
  • Key Note Speaker at Market Research Society of India – Sept 2009
  • CRM Guest Lectures at IIM Lucknow/MDI/AIIMA/Amity Business School/Fore School of management/ Pearl Academy/IMI/Jamia Hamdard/Inmantech,etc
  • Panel Chairperson – ET Customer Experience summit July’14/Loyalty Conference Jan’15/Customer Experience summit – Feb’16 /Service Quality Summit – Jan’17/ Customer Experience summit- Feb’17

CRM Speaker at national /international forum’s – UK – London/France NICE/ China – Beijing/Shanghai /Singapore/Malayasia  & across India.

Publications

  • Author of India’s highest selling book – CRM – Theory & Application (published in 2007) – sold over 25000 copies
  • Framework for deploying Customer Relationship in Organisations – published in the book ‘ CRM Emerging Concepts,Tools & Applications ‘(pages 112-116) – Publication year 2001
  • Framework to manage customer experience & enhance customer loyalty – published in Lightreading 31.7.2013
  • Providing Local connect to customers in different markets – ET Telecom – 10.2.2014
  • Customer Experience in Brand building – Business Standard – 18.1.2016
  • Leveraging Technology to offer better Customer Experience – VAR Mobility – Jan’17
  • Collaboration & Partnership to push data usage – 27.1.17

Awards & Achievements

  • Customer Experience Innovator of the Year -2016  by Twitter & OneDirect
  • Telecom Leadership award – Customer Service -2016 by Voice & Data
  • Customer Experience Transformation award – 2015 by Kamikaze Customer Fest
  • ET Telecom award for Mobile Customer Service2015
  • ET Telecom award for Mobile Customer Service2014
  • Telecom Leadership award – Customer Service -2014 by Voice & Data
  • Aegis Graham Bell Award for Service Innovations2013
  • Escotel Mobile Communication rated best in Customer Service in Year in the industry by Voice & Data -2001