Jacqueline Pereira Mundkur
In a Career spanning over 2 decades, Jacqueline has been associated with diverse functions such as Sales, Marketing, Contact Centre & Shared Services Operations, Digital Customer Experience (CX) spanning both strategic and operational roles. She has had successful stints at Vodafone, The Future Group, Voltas, BPL Mobile, DHL-AFL and Tiffany Foods Ltd (UAE) in both Enterprise and Retail segments.
She has now transitioned into Business Advisory & Consultancy specializing in Customer Engagement and Digital Customer Experience and leads the startup The Nxt Levels, where she leverages her rich experience to add sustainable value.
The Nxt Levels helps to
- Design holistic CX solutions that complement client requirements
- Facilitate creation of new customer access channels (omnichannel/ multi-channel strategy)
- Key Account Management and Relationship Management Processes
- Optimize existing CX operations to meet CX and revenue goals after as-is mapping
- Lead Digitization implementation for organisations including design and development of app-based CX solutions using
- NLP/ AI / ML /IOT impacting CX quality or cost improvement.
- Optimize Loyalty Program returns.
- Employee re-skilling and up-skilling including content development and remote training interventions
- Knowledge partner to Technology service providers and Tech. start-ups
The Nxt Levels also assist in utilizing pandemic triggered opportunities to help companies’ re-tailor CX offerings and yet optimize service spends in areas like; Remote training, Hybrid contact center WFH / WFA operations deployment, or remote Employee Engagement.
As a regular Speaker at industry conferences, both in India and abroad she has shared space with the best Global and Indian CX professionals emphasizing the holistic purview of CX and EX. Her articles have been published in ETCIO, CX Network, CSIA, CIO Review, Images Retail, Express Computer etc. She closely engages with Premier Management Institutes as Guest Faculty, on the Board of Studies and Selection Panels.
She has done her MMS in Marketing and MSc in Biochemistry. She is also professional member with CXPA (Customer Experience Professionals Association) USA, CSIA (Customer Service Institute of Australia), ICS (Institute of Customer Service) UK.
