Babul currently is the AVP of Customer Experience Operations at StarHub. As part of his role, he heads a team of field technicians as well as back-office operations as part of the consumer operations portfolio. He is passionate about challenging the status quo and pushing boundaries to examine things from a different perspective. He is an out-of-the-box thinker who champions innovative approaches to garner customer insights, aligning & enabling growth against significant challenges. Additionally, Babul has been the founding member of two incubation start-ups during his long employment with DPDHL.
Employee engagement alone can drive profitability up to 20%. Yet studies show that only 59% of Singaporeans are engaged employees, while 46% are likely to leave their jobs within a year, compared to 25% in Hong Kong. In this session, Babul will take us through how Starhub is changing the strategy around internal customers in order to drive sustainable growth:
• Customer Experience is a cultural problem
• Who needs to lead the cultural revolution
• Case study: (An insight to something you’ve done regarding employee engagement) / (How it has impacted your business)