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Abhishek Shukla

Customer Experience Manager & AI-Driven Project Leader at Freelance

New Delhi, India

Customer Experience (CX) Manager & Digital Transformation LeaderGlobal Customer Experience (CX) Manager specializing in bridging operational excellence with AI-driven transformation. With over 6 years of expertise leading large-scale voice and non-voice operations for premium global brands (including Air India, IndiGo, Flipkart Travel, Clear Trip, and Freelancer.com), I build high-performing, KPI-driven delivery engines that drive exceptional customer satisfaction at scale.A recognized practitioner in Customer Experience Management, Voice of the Customer (VoC) frameworks, and Contact Center Operations, I have a proven track record of delivering measurable business value, including 15% AHT reduction, 20% SLA improvement, and sustained FCR above 85%.My expertise lies at the intersection of modern CX technology and operational governance. I specialize in integrating Generative AI, Microsoft 365 Copilot, and AI-enabled support systems to digitize manual workflows, improve turnaround times, and future-proof customer service ecosystems. Certified in Lean Six Sigma, Agile Project Management, and Customer Analytics, I am passionate about leveraging root-cause analysis (RCA/CAPA) and data-driven insights to elevate customer success and service recovery across global markets.

Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Remote
Speaking Topics: Customer Experience & AI Topics , ?? Professional Branding & Leadership Topics

Abhishek Shukla Points
Academic 40
Author 2
Influencer 1
Speaker 0
Entrepreneur 0
Total 43

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Minimum Project Size: N/A
Average Hourly Rate: $25-$49
Number of Employees: N/A
Company Founded Date: Undisclosed
Media Experience: 1

Areas of Expertise

Agile 30.33
AI 30.13
Analytics
Business Strategy
Coaching
Culture 30.03
Customer Experience 30.15
Customer Loyalty 30.55
Digital Transformation
Future of Work
Generative AI
Leadership 30.48
Lean Startup 31.09
Management 30.04
Personal Branding
Project Management 30.43
Public Relations
Risk Management
Travel

Industry Experience

Automotive
Hospitality
Other
Professional Services
Travel & Transportation

Publications & Experience

4 Academic Certifications
Customer Experience Leadership & Strategic Service Excellence
Linkedin
May 27, 2026
Customer Experience Leadership course—continuously learning to create better experiences, stronger relationships, and lasting customer value.

Credential ID 84ad25231af3ec3e6145cc9cd8c5af2ee44834b0a0483eaf47a414b7862f0086

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Tags: Customer Experience, Customer Loyalty, Leadership

Agile Project Management
https://www.life-global.org/dashboard?page=1&traineeStatus=finished
May 05, 2026
Define minimum viable product and understand the differences between iterative and incremental product development.

Familiarize yourself with the four core values and twelve founding principles of the Agile methodology.

Analyze the benefits and limitations of Agile project management tools like Scrum and Kanban and practice the functionality of each.

Credential ID 8d829a51-0790-47a2-9bb3-0f6cf2c79e96

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Tags: Agile, AI, Project Management

Effective Leadership
HP LIFE
April 19, 2026
Completed the HP LIFE Effective Leadership course. Focused on mastering team management, ethical decision-making, and strategic change through self-awareness and impactful planning

Credential ID d1d6540e-95f4-41ef-bb6f-a4da78712d45

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Tags: Leadership

Lean Six Sigma White Belt
The Council for Six Sigma Certification
March 11, 2026
This certification represents my commitment to continuous improvement and process excellence. During this program, I gained foundational knowledge in:

DMAIC Framework: Understanding the phases of Define, Measure, Analyze, Improve, and Control.

Waste Reduction: Identifying and eliminating inefficiencies in workflows.
Process Improvement: Applying data-driven methodologies to enhance quality and performance.

Credential ID 4BThOkv2Hq

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Tags: Leadership, Lean Startup

1 Article/Blog
The Illusion of Dual Leadership: Why Integrity is a Business Strategy
Linkedin
June 16, 2026
True leadership isn't a performance. Discover why closing the gap between public persona and private actions is a critical strategy for driving organizational trust, reducing team friction, and building sustainable business integrity.

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Tags: Culture, Leadership, Management

1 Post
The Core Shift: Moving from a Manager to a Leader in High-Volume Operations
LinkedIn
June 15, 2026
An operational framework highlighting the six pillars of effective leadership: leading by example, empowering teams, deep empathy, clear communication, ownership of mistakes, and continuous professional growth. It focuses on shifting from rigid management to people-centric leadership to drive sustainable team success.

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Tags: Culture, Customer Experience, Leadership

Thinkers360 Credentials

2 Badges

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