New Delhi: Ipsos India has announced that Sonul Verdia will lead its Customer Experience (CX) practice, with immediate effect. He takes over from Parijat Chakraborty, who will focus on Public Affairs & Corporate Reputation businesses.
Verdia, who already leads the Mystery Shopping practice, views his role as a great way of leveraging dual opportunities with clients: “There is a lot of synergy and linkage between Customer Experience and Mystery Shopping and clients can derive benefits of both at one point of contact and it will enable us to provide clients with a more robust and competitive strategy for enhanced customer satisfaction. I’m super charged about the new role and our enhanced offerings.”
Amit Adarkar, CEO Ipsos India and Operations Director, Asia Pacific, sees ample opportunity for growth in CX business, “CX is the new battleground and at the top of every CEO’s agenda, as it ties in with healthy topline and bottomlines – Ipsos delivers a complete ‘Return on Customer Experience Investment, ensuring that CX delivers on some of the key challenges faced by organizations – how they can exceed brand promise, promote customer retention and recover those at risk, grow share of wallet, increase advocacy and drive up operational efficiency.”
“Ipsos is already is key player in Customer Experience both globally and locally, but we feel some sectors have not understood the utility of measuring and monitoring of customer expectations and delivering on them. Because a bad experience can make customers reject the brand for life. Our enhanced offerings come backed with technology to capture in the moment experience, helping clients address issues with speed,” added Adarkar.
Verdia will be leveraging opportunities with the existing base of Ipsos clients and will be tapping into new opportunities as they unfold.
Verdia joined Ipsos a year ago, to launch the Mystery Shopping practice for Ipsos India and has exponentially grown the business across all the major sectors.
He will report to Amit Adarkar, Ipsos India CEO & Operations Director, Asia Pacific for CX (as he already does, for Mystery Shopping).
Prior to this, he was the managing director of Bare International.