Ajit Utagikar

Ajit is the founder, instructor, and coach at IICEM. Using a structured methodology he helps businesses deliver delightful customer experience at each interaction to build customer loyalty and to gain market share. Ajit has trained employees from leading companies in insurance, technology, energy, retail, logistics, banking, telecommunication, and services industries.

His previous experience includes the role of Business Processes Program Manager for Agilent Technologies. In this role, he managed "Voice of Customer" processes and led the efforts at a large division to increase the customer satisfaction scores by over 30% within a year leading to significant market share gains. Prior to this role, he was with Hewlett Packard.

He is a member of Service Quality Division of American Society for Quality and also a speaker for Vistage (world's largest CEO membership organization) on the topic of Quality of Customer Facing Processes and Customer Experience. He is author of the book titled "Customer Facing Processes and Customer Experience - A structured approach to developing and delivering consistently superior customer experiences" which is available at Amazon.com, Borders and other books stores. Ajit also speaks at leading international conferences on the topic of Customer Experience.

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