XNet brings you an exclusive interview with Nilesh Kambli, Senior Vice President of Customer Experience at Pilgrim. In this enlightening conversation with CXNet, Nilesh shares invaluable insights on building remarkable customer experiences in the fast-growing D2C landscape.
Key Highlights:
• The critical touchpoints that make-or-break customer experiences in the D2C journey
• How Pilgrim cultivates a customer-centric culture through innovative hiring and team-building practices • Balancing personalization with scalability in customer interactions
• Effective strategies for collecting, channelizing, and acting on customer feedback
• Future trends shaping customer experience delivery in the D2C environment
Discover how Pilgrim transformed their customer support from outsourced to in-house, creating a team that fights for customers rather than against them. Learn about their “Purple Cow” approach to hiring for attitude rather than experience, resulting in a diverse team of musicians, photographers, teachers, and entrepreneurs united by their passion for customer delight. Nilesh shares practical insights with CXNet on maintaining consistent experiences across touchpoints while recognizing which moments deserve extra investment.
From creating memorable unboxing experiences to ensuring product promises are kept, this interview offers valuable lessons for any brand looking to elevate their customer experience strategy.
Whether you’re a CX professional, marketing leader, or business owner, this conversation provides actionable frameworks for building customer-centric experiences that drive loyalty and growth.
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