AVP - Customer Experience
Vishal Sampat believes that Human Insights provide the right direction for Experience Design. Whether for packaged goods, financial products or in-flight services, it is most
essential to know your customers when designing an experience you want to give them.
His experience in MR agencies like Millward Brown provided him the opportunity to meet and interact with consumers across the country – which he grew passionate about. Through his separate stints in Quant and Qual research, he was able to make the most of each and which helped him combine the logic of numbers with the emotions behind expressions.
He then spent a few years with tech start-ups on mobile-based re-engagement using SMS, IVR and web-surveys. The opportunity to scale up conversations using the Mobile continues to fascinate him. He has combined consumer understanding in improving response rates, opt-in and stickiness.
In his current role at Axis Bank, Vishal is part of the team managing an internal program that measures and monitors each of their 3500+ branches on Customer Experience. He is also working on streamlining customer communication apart from monitoring and designing customer journeys for products.
He has co-written papers that won awards at forums like MRSI and ESOMAR. He is a firm believer in the power of Technology to change lives and in Empathy for personal and professional conduct. He likes photography, soul music, meditation and community service.