With over 10 years of experience as a leader in the customer services industry, Babul is currently the AVP of Customer Experience Operations at Starhub. Prior to this role, he was with DHL eCommerce for over 4 years in various roles, most recently as the Head of Customer Experience, APAC. Leveraging on technology and industry best practices, Babul captured the VoC (voice of customer) to incorporate a customer-first cultural change. Under Babul, the company transitioned from traditional Net Promoter Score (NPS) to real-time CXi (Customer Experience Index), thus reducing the customer feedback cycle timeline by 90%. Babul has a Packman Certification. Packman is aimed at easing the selling process of sellers, on social media platforms like Facebook and Instagram, by automating the engagement process between seller and buyer.