Ajay is a seasoned Customer Experience (CX) professional with over 28 years of leadership across the Hospitality, Technology, and Real Estate sectors. Renowned for driving transformative CX strategies, he has consistently exceeded revenue targets while setting industry-defining standards and benchmarks.
Ajay has been instrumental in designing and implementing Standard Operating Procedures (SOPs) that have received prestigious external certifications, including ISO 9001:2015 and ISO 10002, across diverse industries. He has a proven track record of establishing and surpassing key customer satisfaction metrics—CSAT, TSAT, LSC, NPS—by building systems that measure, manage, and elevate customer engagement.
With expertise in developing both centralized and distributed pan-India service organizations, Ajay combines operational excellence with a customer-first mindset to deliver scalable, high-impact results.
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