Panelist | CXM-2020 | Mumbai

Speaker Profile

Hari Shankar
VP- Customer Experience
Future Generali India Insurance Co. Ltd.

Hari heads the Customer Experience function at Future Generali India Insurance. He has set up the Service
Structure and the Customer-Culture of the organization, which is recognized by customers and partners alike.
He has close to two decades of experience in the domain and was earlier associated with Wipro BPS and its
clients like Dell and Capital One.

With his Service Leadership, Future Generali has received various national and international recognitions like
the ‘Medallia Expy Awards’, ‘Stevie Awards for Sales & Customer Service’, ‘Impresa Award for Fair Business’,
‘CCW Asia Awards’ and many others. Hari has been recognized as 50 Most Influential Customer Service
Professionals by CXELA.

Some of the key engagements that Hari is responsible to drive:

• Customer insights management and deployment of the Net Promoter System across policy lifecycle
engaging frontline and management alike. Service-recovery through real-time close-loop and rootcause
analysis to drive structural improvement and innovation projects.
• Setup and management of the centralized Customer Service Operations (along with CRM & contact
centre platforms), as well as managing the customer experience across locations and throughout the
policy lifecycle.
• Foster the Service culture through structured learning platforms and engagement & recognition
programs - ‘Every Employee a CEO (Customer Experience Officer), Claim Guru, JOSH (Joy of Service
Heroes), Service weeks, Insurance Awareness Weeks etc.

• Driving Insurance-Awareness & Customer-Education and Protection of Policy Holders Interests as the
designated GRO (Grievance Redressal Officer) & Nodal Officer for Insurance Awareness.

Education & Certifications
Hari holds a Bachelors in Tourism Studies and a Diploma in Hotel Management. He is a Certified Black Belt in
Six Sigma and Change Management (GenX program of Generali Asia), OCEM – level-2 (Operational Customer
Experience Management) certified from Medallia Institute, Forrester CX Pro Certified from Forrester
Research Inc., B1 Simple Language Program Certified from Bureautaal (Netherlands) and holds a Licentiate
Certificate from Insurance Institute of India.