Kalpana Ajayan has more than 23 years of experience across multiple industries with an emphasis in financial services, across varied functions including Managing strategy (HSBC), Distribution (WIPRO Infotech, Citibank, HSBC), Customer Service (HSBC), HR (Edelweiss Financial Services), Customer Experience (Edelweiss Group). This exposure to different industries and functions have helped her develop a unique, holistic approach to Customer Experience with the core belief that Emotional intelligence enriches Customer Experience.
A Certified Counsellor in Cognitive Behaviour Therapy methodology and a Certificate holder of Clinical Psychology, she has been involved in mentoring assignments with CEOs of non-profit organisations. Her diverse exposure, learning and practice have shaped a differentiated approach to applying emotional intelligence in the field of customer experience. She firmly believes that Emotional intelligence is not just about empathy or being nice and technology is not the only answer to solve most customer issues. She has developed the “Navarasa model”, a differentiated approach in the Indian context to create memorable customer experiences. As a first step, the model identifies the two Crucial emotions that form the basis for driving CX through the tools of Business Excellence and emphasis on Customer centric culture. The model also identifies what she calls Transformational and Relationship builder emotions to transform the negative experience and build on long term relationships with the customers, with the clear focus on improving the ROI.
The post COVID world is more than ready for a differentiated approach!