Panelist | CXM-2020 | Mumbai

Speaker Profile

Shantanu Garg
Head - Consumer Insights & Engagement, CRM
Grasim Industries Limited

Mr Shantanu Garg, a MBA in Strategic Marketing & e-biz brings a cross-functional experience of 13+ yrs with learning stints & cross-industry experience in cement, RMC, Metals, Corporate Marketing & now fibre. He has extensive proficiency in Business strategy development, System development, Logistics, Process excellence & project management.
As global head for Consumer Insights & Engagement for Grasim’s pulp & fibre business, he champions in CRM systems & Consumer Feedback platforms. With 3 patents to his name, he is known as ‘techy’ in his friend group & is a strong advocate of technology enabled decision process for speed, accuracy & neutrality. As a culture influencer for a 18k plus employee base, towards becoming ‘customer first’, he believes that customer centricity is about simple actions & displayed by intent of organizations to deliver superior experience, every single time, knitted around their customers’ needs & not wants… followed by mantra ‘ stakeholder value first = shareholder value later’. A believer of ‘effective Listening’, he often roleplays as a call centre operative to talk to his customers & experience real feedback live on his Cx platform, Mission Happiness.
A Reiki, Pranic healing practitioner, he loves unplanned travels, music & old literature.