Hi there! My name is Amit Gupta. I am a self-motivated, creative, and customer-centric CX strategist with a passion for solving customer problems.
My extensive hands-on experience in designing, consulting, and implementing highly efficient and results-driven customer journeys has made me an experienced service designer. I have a natural affinity for interfacing and collaborating with cross-functional teams and stakeholders to ensure seamless delivery of exceptional customer experiences.
As a lead in customer journey mapping exercises, I document customer understanding in a way that is easy for organizations to leverage and identify key moments that matter. I optimize the impact of people, process & technology on the overall customer experience delivered, generating actionable insights from solicited and unsolicited feedback from customers, as well as conducting ethnographic research studies in customer ecosystems.
A strong advocate of the voice of the customer, I am recognized as a trusted partner across cross-functional teams to encourage employee input and regular sharing of customer stories. My iterative and agile ideation to prototype and evaluate new inclusive experiences for employees, partners, customers, consumers, and society in general sets me apart as an expert in the industry.
My fluency in business and technology lingo allows me to adapt comfortably to multi-cultural global teams. I have extensive experience in leading experience management engagements across consumer goods, BFSI, and retail, having successfully led customer experience initiatives for B2C and B2B brands such as Johnnie Walker, Smirnoff, Huggies, Kotex, Depend, Kimberly-Clark Professional, MetLife, and many others across Asia, Europe, and North America.
Signature strengths include the following:
- Experience Management
- Service Design
- Customer Journey Mapping
- Digital Marketing
- Digital Product Management
- Consumer Identity & Access Management
- UX Research
- Marketing Automation
- Customer Relationship Management (CRM)
- Competitive Benchmarking
- Web Analytics & Insights
- Cross-Functional Team Management
- Digital Commerce
- Search Engine Optimization
- Digital Content Factory Management
- Digital Experience Platforms
- Social Media Marketing
- GDPR, CCPA & Privacy Regulations