Hi, I'm Nikhil, a Customer Service Professional & Business Leader from Pune (India).

With 20+ years of leadership experience across Fintech (Neo Banking), Travel Tech, Wellness, and AI-driven business transformation, I bring a proven track record of building high-impact customer service organizations and business functions that scale, perform, and create lasting customer value.

Currently serving as Business Head at MEANDIT.in, India's first certified Rapid Transformational Therapy (RTT), Clinical Hypnotherapy, and Blossom Flower Remedies firm. I am responsible for the end-to-end growth and operations of the Blossom Flower Remedies Division, while also leading Corporate Sustainability initiatives and AI-driven innovation across distribution, customer engagement, and business processes.

Former Head of Customer Support at Jupiter Money and Ex Vice President – Customer Care at Cleartrip (Flipkart Group), I specialize in:

🧩 Designing customer-centric operating models (B2C & B2B)

🤖 Implementing AI-led automation (achieved 78% chatbot deflection rate)

📊 Driving CSAT, NPS, FCR, OCR, and cost-to-serve excellence

💼 Leading P&L-driven operations with a focus on sustainable growth and efficiency

🌍 Managing and scaling cross-regional teams across India and the Middle East (UAE, KSA, Egypt, and beyond)

🌱 Building wellness and transformation-led businesses through holistic healing solutions, digital innovation, and sustainable practices

I am passionate about transforming customer experience and business operations into strategic growth engines through leadership, automation, AI, and people development. My approach combines data, empathy, technology, and operational excellence to deliver measurable business outcomes while creating meaningful customer impact.

 🏆 Recognitions

 • Best CX Leader (2024) – World CX Summit

 • Best in Class Chat Support (2023) – CX Awards

 • Featured in CEO Insights, Quantic Connect, and Freshworks Case Studies

 I continue to work at the intersection of Customer Experience, AI, Wellness, Sustainability, and Business Transformation, helping organizations create scalable, future-ready ecosystems that deliver both customer delight and business value.