Babul Balakrishnan

With over 10 years of experience as a leader in the customer services industry, Babul is currently the Head of Customer Experience Operations at Thunes.

He was previously 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.