Bio
Over 20+ years, I’ve worked with Global Ecommerce, Retail, Hi-Tech, BFSI firms to unlock $80M+ in incremental Revenue. My work goes beyond GTM Strategy. I design scalable systems that drive acquisition, retention, expansion, and advocacy — powered by customer intelligence, digital adoption, and culture transformation.I’ve led transformations across sales, marketing, product, CS, digital, and delivery — giving me a 360° lens on what makes growth real. I'm a CCXP-certified consultant, IIM Bangalore MBA, keynote speaker, and host of The XT Podcast. I’m also the author of Beyond Customer Satisfaction, a book that redefines CX as a growth engine.
Session Summary
Relationship Economics in Action: Turning Brand Promise into Loyalty, Trust, and Measurable Value
Customer Experience is often described as the sum total of customer perceptions across touchpoints — a useful diagnostic view, but not an actionable one. In this session, Ashutosh Karandikar offers a sharper, execution-oriented definition of CX: the discipline of articulating the right brand promise and ensuring its consistent delivery through the right differentiated value propositions, across the right touchpoints, for the right personas. Using this lens, the session demonstrates how strong customer and employee relationships are built when brand promise is translated into customer and employee promises, operationalized through aligned functional commitments, and measured through value realization. The session concludes with a real transformation case from the insurance sector, showing how this approach unlocked $2.96mn commercial impact within 8 months— and how leaders can apply the same thinking within their own organizations.
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