Rohit Srivastava

National Lead - Design & Strategy, Customer Experience Excellence Vodafone Idea Ltd.

Rohit Srivastava is a Customer Experience expert. Having led research and consulting offices towards solving customer challenges, Rohit currently handles the responsibility of driving Customer Experience Excellence – Strategy & Design at Vodafone Idea Limited. Vodafone Idea Ltd. delivers high quality communication services to 320 Million+ customers across the length & breadth of the country, making it one of the largest telecom operators in the world, by customer base.

A 15-year rich experience across industries, Rohit’s area of specialization includes Customer Experience Management, Engagement/Loyalty/NPS Consulting and Customer Centric Culture development – Driving organization actions impacting stakeholders across the entire Customer eco-system and Lifecycle journey.

Rohit has mentored and developed high performance teams in conceptualizing and managing Customer Experience solutions and models to help Vodafone Idea maintain its cutting edge in the highly dynamic Indian Telecom landscape. Rohit drives Vodafone Idea's efforts to bring people, process and culture change to evolve around the customer's life. His key responsibilities include Conceptualizing key pillars of customer experience, Designing world-class customer journeys and Transforming communication management.

Nominated as “Distinguished Achiever” for the Chairman's Individual Award across the Aditya Birla Group, Rohit has been the central figure in driving Idea to the top of the Group in driving Customer Centricity, Outreach, Journey Mapping and several such industry-first programs.

Rohit has earlier led Customer Centricity & Experience Studies at Idea Cellular and Customer Consulting offices at Market Probe and Gallup before that. Rohit is a prominent speaker and panelist across Customer Experience and Design Thinking Conferences.                              

Conference Day Two: Tuesday, 26 November 2019

Tuesday, November 26th, 2019

9:50 AM Bringing Design Thinking to life, towards delivering delight to a mass-customer base

Design-Thinking, while attractive in a lab, can become quite intimidating when asked to drive business outcomes amongst a customer base of millions spread across geographies. Success is determined by translating DT principles into agile decision making and impeccable execution.
Key highlights:
  • Realizing the power of ONE – Identifying homogenous customer groups in a heterogeneous universe
  • Why, not just What – Making the trek from research to insights to diagnosis
  • Consumer Ideation – Harnessing the collective perspective
  • User-centred solutioning – prototype to production

Check out the incredible speaker line-up to see who will be joining Rohit.

Download The Latest Agenda