Shivakumar Padmanaban

Shiv brings over 25 years of experience in customer care and customer experience (CX) leadership, having held pivotal roles at global brands like Microsoft and Nokia. In these roles, he built and managed award-winning customer success and care operations, shaping customer experiences across diverse channels.

A recognized thought leader in the CX space, Shiv combines deep hands-on experience with cutting-edge digital technologies to design and lead large-scale consumer and enterprise service programs. His work has transformed CX across retail, online, social, and contact center environments, with many of his initiatives serving as industry benchmarks. His successful CX pilots and best practices were featured in the book Power of Co-Creation.

Passionate about helping organizations shift from cost-centric models to value creation and customer monetization, Shiv is committed to sharing his expertise in optimizing customer and business experiences. As a senior leader within Genpact's global Customer Care and Experience practice, he plays a key role in designing and executing best practices across employee experience, product experience, digital experience, and customer experience. He brings a holistic approach that integrates strategic vision, operational excellence, and change management, drawing on his extensive leadership background in sales and account management.

Beyond his professional life, Shiv explores his creative side through pyrography, blending artistry with craftsmanship at https://pyro-arts.com/