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Babul Balakrishnan

Babul Balakrishnan

Head of Customer Experience, APAC

DHL eCommerce

Profile

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.

By Babul Balakrishnan

Measuring Digital User Experience
Time icon13m
Podcast Icon
Consumer Behaviour

Measuring Digital User Experienc...

Babul BalakrishnanHead of Customer Experience, APACDHL eCommerce
Getting Colleagues on the Same Page
Time icon11m
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Working Well With Colleagues

Getting Colleagues on the Same P...

Babul BalakrishnanHead of Customer Experience, APACDHL eCommerce

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