Sandeep Arora is the Head of Global Business Services at The Clorox Company. Sandeep Arora is an expert at driving shareholder value by designing and executing optimal process and organization design solutions at large/mid-size companies. He is a strategic leader with a solid grasp of global business services (GBS), integrated and intelligent business services and shared services operating models. A proven people leader, Sandeep has had great success in building and leading engaged, high performing, cross functional teams across his assignments in India, Australia and USA – that have consistently exceeded expectations. Sandeep is uniquely able to connect LEAN/ Six sigma, human centered design thinking, data analytics, robotics, AI and machine learning in designing and executing transformation solutions across multiple industry verticals - in both owned and outsourced environments
The shift from SLAs to XLA (Experience Level Agreements) reflects a broader industry recognition that customer satisfaction cannot be fully captured by traditional metrics alone. XLAs recognize the qualitative aspects of service delivery, such as empathy, responsiveness, and personalization, which are increasingly valued by customers in today’s experience-driven economy. This session covers the paradigm shift, and discusses how to:
· Amplify customer delight through tailored XLAs, ensuring satisfaction at every touchpoint
· Ignite a culture of relentless customer focus and innovation, driving transformative growth
· Encourage a culture of innovation to continuously evolve and adapt XLAs in response to changing customer needs and market dynamics
Jodi Dudley, Fmr Head of GBS, Ford and Dow Corning
Check out the incredible speaker line-up to see who will be joining Sandeep.
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