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Vani Garg

Mumbai, India

Vani Garg is a Senior Executive with 20 years of business leadership experience and expertise of working in varied industries across business phases – start up, growth & stability.
She has extensive experience in setting up and turning around various customer driven strategies & realising revenue generation.
She has managed large multi cultural teams on complex, globally sourced implementation assignments including start ups
She has played key role to drive use of technology and data for driving customer engagement and experience

As a business leader she has driven business strategy , operational excellence , business transformation across industries – FMCG, Retail & BFSI

Key skill sets : Customer strategy, Impact driven marketing, Marketing automation, Customer experience , Customer delight, CDP, Martech , P&L Management , E- commerce management, Digital customer management , New product development , Information technology initiatives , Coaching & Mentoring , Change management, Team building, Demand generation
Active participant at various industry forums & Continue to provide thought leadership at National & international conferences

Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Mumbai
Speaking Topics: Customer management, customer experience, marketing automation

Vani Garg Points
Academic 20
Author 4
Influencer 33
Speaker 6
Entrepreneur 30
Total 93

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Areas of Expertise

Customer Experience 33.73
Marketing 33.28
Management 31.81
Leadership 30.06
Digital Transformation 30.38
Innovation 30.89
Business Strategy 30.14
Customer Loyalty 30.08

Industry Experience

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4 Article/Blogs
Customer Data Platform – Bringing Customers in the Centre of Strategy
November 29, 2021
Customer Data Platforms (CDP) Bringing customers to the centre of Strategy. Here is my simplistic take (minus the jargon) on what CDP's can deliver and what one should be looking for while making this choice.
Do share where are you in your journey and the benefits you have achieved if you are a CDP user already.

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Tags: Customer Experience, Leadership, Business Strategy

When to Stop Winning over Lost Customers
August 03, 2021
It used to take about five years to lose 50% of your customer base in the good old days. With the advent of mobile and online, this timeline has changed dramatically. As per the Mixed panel’s 2019 benchmark report, online retailers lose 99 % of their customers in year one. New customers who open Bank account have a 50% chance of closing the account in three months.

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Tags: Customer Experience, Management, Business Strategy

Customer: Key Success Factor For Startups
June 09, 2021
It’s a known statement, only one in ten start-ups are successful and success rate of over all business is only about 50% in first two years. In another interesting blog in failory on similar topic states 56% of companies fail due to wrong consumer to product mix or marketing related problems.

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Tags: Customer Experience, Business Strategy, Customer Loyalty

Being Customer First Is Not Rocket Science...
July 01, 2020
At ZEE5, one of our core values is ‘Customer First’. While we all agree it’s self-explanatory, here is some practical information on what it exactly means to be customer first.

5 ways to incorporate the value in our daily work life and to put the customer at the center of what we do

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Tags: Customer Experience, Management, Leadership

3 Executives
Head - Customer Management (CLM) & Customer Experience
April 01, 2019
Developed and executed direct to consumer strategy in industry record time lines – a first
- Martech roadmap
- Technology blue print and delivery for customer facing processes
- Product roadmap to build in house capability for Customer data platform (CDP)
Implemented AI based Customer data platform tightly integrated with multiple direct to consumer platform, an industry first in four months’ time. This included integration with Facebook, Google, Criteo
Improved P&L KPI’s with ROI higher than the industry benchmark
Introduced new channels of communication off and on platform focusing on content marketing including social media platforms
Built hyper personalised acquisition, engagement and retention frameworks
- Introduced Use of 1st and 3rd party data for audience intelligence
- Implemented precision marketing models and automation
Use of AI driven models to personalize customer communication
Introduced KPI’s for attribution model leveraging data science to measure efficiency
Created industry first for B2B through automated, personalised demand generation program
Envisioned and delivered a data driven customer experience strategy for the OTT platform
- Customer charter and customer experience framework , improved ZEE5 in app ratings
- Evolved NPS program for the OTT platform
- Built automation framework for customer service to reduce first response times from days to a minute
- Built social bot for answering customer queries real time on social media
- Created war room and early warning system for real time Online reputation management
- Developed unique industry first automation for enhanced customer service across touch points and for internal process through Chabot, online Help Centre, On platform Bots for self assistance
As part of Management committee lead initiatives to drive customer centricity across the board
- Set up customer delight board
- Review and measurement of customer impacting issues

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Tags: Customer Experience, Management, Marketing

Head - Loyalty & Campaign Management
Axis Bank
May 01, 2012
Responsible for delivering improvements to current business practices to drive continual revenue growth from the customer database, through data driven marketing and loyalty initiatives.
- First time introduced ROI based marketing for Bank
- Implemented Martech tools in record time, fastest implementation in Indian Banking industry
- Won several industry accolades and awards
Member of Executive Decision Making team involved in formulating customer engagement strategies and action plans in alignment with corporate vision and business goals:
- Conceptualized, developed and rolled-out the current customer engagement strategy of the bank
- Built the country’s only bank-wide Rewards program which delivers a top-line incremental business impact – recognized as largest and best program in Global Banking industry
- Initiated the concept of marketing automation tool and supported bank’s vision of scaling up and optimising marketing communications; reduced communication costs by 50%:
- Developed real-time campaign capability

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Tags: Customer Experience, Management, Marketing

Head - Loyalty & Promotions : Senior Management
Trent Ltd
December 01, 2006
Built marketing automation practise for the business. Martech stack, loyalty stack, promotions engine. Did first ever consumer segmentation exercise in retail, implemented ROI based marketing by building engagement and retention programs for the brand. Extended analytics practise for use of loyalty data by merchandising and other teams. Launched co branded credit card for the program delivery revenue of 2cr.

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Tags: Customer Experience, Marketing

1 Faculty Member
Advanced Digital Transformation Program
June 03, 2021
Customer retention and engagement needs to be the focus for the future. You can learn about this and a lot more, with Vani Garg - expert in Cx and CLM, on MICA’s Advanced Digital Transformation Program, where she will be taking a number of sessions on this domain
Learn more at:

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Tags: Customer Experience, Digital Transformation, Innovation

1 Media Interview
Mastering OTT User Engagement and Retention Like India’s ZEE5
August 21, 2020
The COVID-19 pandemic has affected most industries. But, for some industries like OTT, this period has turned out to be a watershed moment. In fact, since March 2020; the average time spent by Indian users on OTT platforms has increased by 30-60%. To understand how an industry leader like ZEE5 is understanding user behavior to deliver personalized user experiences we caught up with Vani Garg Dixit, Head of Customer Lifecycle Management at ZEE5. ZEE5 was launched in 2018 as the video on-demand service run by Essel Group via its subsidiary Zee Entertainment Enterprises. Offering content in 12 Indian languages, ZEE5 has rapidly established itself as India’s Entertainment Super-app. Vani discusses the following:

-The genesis and growth story of ZEE5 as a major player in the OTT industry
-How ZEE5 keeps a firm pulse on evolving user behavior trends, especially during these times
-How they deploy 1:1 content recommendations & deliver personalized user experiences at different stages of the user lifecycle
-The future impact of AI, predictive analytics, and harnessing user data to power user retention

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Tags: Customer Experience, Management, Marketing

2 Speaking Engagements
Regional markets driving digital growth
ET BrandEquiti
December 23, 2020
Over the years, the digital landscape has witnessed a significant spike in audiences having diverse regional language choices, different tastes in content and consumption preferences. Marketers have to closely analyse the proliferation of such diverse audiences (Brand Content Initiative)

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Tags: Customer Experience, Digital Transformation

Contech.Ed 2020
ET Brand Equiti
November 28, 2020
Watch the 6th Episode of Contech.Ed 2020 #bingenomics on ET NOW live & gather the most interesting insights on 'Regional Markets Driving Digital Growth'
Speakers in Spotlight: Tanmay Priyadarshi Mohanty, Puneet Anand, Samir Vora, Vani Garg, Shaili Chopra

Performics.Resultrix | Hyundai Motor India Ltd. | ZEE5 | dailyhunt (Versé Innovation Pvt Ltd)| SheThePeople.TV

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Tags: Customer Experience, Marketing



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