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 organization

Bio

Ashutosh Karandikar is a customer experience and growth transformation leader with more than 20 years of experience helping organizations across e-commerce, retail, high-tech, and financial services accelerate growth and customer value. His work has contributed to more than $80 million in incremental revenue through customer-centric strategies that drive acquisition, retention, expansion, and advocacy.He has led transformations across sales, marketing, product, customer success, digital, and service delivery, bringing a holistic perspective to business growth and customer loyalty. A CCXP-certified consultant and MBA graduate of IIM Bangalore, Ashutosh is a keynote speaker, host of The XT Podcast, and author of Beyond Customer Satisfaction, which positions customer experience as a strategic engine for growth.