New Delhi: Valyu.ai, a home-grown transformative fintech startup, announced the appointment of Pramod Lamba as a Chief Customer Experience Officer. In this newly created role, Pramod will ensure that Valyu.ai’s customer experience strategies are in sync with the broader business, including marketing campaigns, new product categories and other business goals. Valyu.ai has created this role to provide a seamless customer experience and match pace with customer demands that are constantly rising and evolving.
Speaking on the announcement, Gaurav Kumar, Founder and CTO at Valyu.ai, said, “Pramod joins us at an important growth stage in our journey as we scale our business offerings after establishing a strong early product-market fit. Pramod’s extensive experience, impressive track record and passion for mapping customer journeys makes him the ideal choice to support the upcoming product categories that will propel Valyu.ai to new heights.”
“As Customer experience moves to the forefront of considerations in the Fintech sector, we believe that Pramod’s role as a Chief Customer Experience Officer will be a strategic differentiator and help us gain a competitive advantage in the fast-paced fintech industry in the country,” he added.
Focusing on customer experience adds value to businesses, and companies across sectors have realised the same as more and more organisations are committing resources and talent to the discipline. Customer experience influences brand perceptions and revenues as strongly as traditional marketing, as indicated by a 2018 Forrester* report that states that 76% of executives (from a set of surveyed companies) said that improving customer experience is a high priority for them, and they are establishing a C-level position to oversee it. With the appointment of Pramod Lamba as Chief Customer Service Officer, Valyu.ai became one of the first Fintech start-ups to establish such a position in India.
Prior to this, Pramod has served ACT Fibernet, where he was responsible for defining and optimising the customer lifecycle, mapping the customer journey, developing listening points in that journey, and creating standardised interventions for each point in the journey. He also was heading the HR function for some time driving employee experience for ACT fibernet. With his vast experience in customer service leadership roles, Pramod will be responsible for installing a company-wide customer experience framework at Valyu to integrate customers’ and employees’ perspectives in the company’s strategic decision-making process. Pramod has also worked with marquee companies like Tata sky where he was responsible for driving customer delight through omni channel experience and was part of the initial telecom brigade working for Airtel handling various customer care positions.
Commenting on his appointment, Pramod Lamba said, “Businesses today are fiercely customer-centric, primarily competing on customer experience, and I am delighted to know that Valyu.ai has made customer experience a priority. I look forward to contributing my best to the company’s growth and success by bringing in customer service excellence, identifying customer insights and revamp operating models through innovation across segments. In my view superior customer experience is the only real differentiator in this highly competitive and connected world.”