Anurag Khare, a Digital Marketer certified by IIM Bangalore, is currently serving as Deputy General Manager & Head of Digital Marketing at Ion Exchange (India) Ltd. Previously, he has been associated with renowned brands such as Kirloskar Brothers Ltd, Havells India Ltd, and Roto Pumps Ltd. With two decades of experience in Digital Marketing and transformation, his expertise spans various organizations in the engineering, manufacturing, and B2B sectors. Recognition has been received as CX Leader of the Year by Trescon Global in May 2024 and as Inspiring CX Leader of the Year by ET Now in June 2024 for contributions to overall CX strategy.
With over 18 years of experience in CX strategy, collaboration with Pan India and global sales teams has been undertaken to improve and enhance overall customer experience for the past decade. This has been achieved through the use of digital tools and Gen AI, including the implementation of conversational chatbots, customized campaigns, rapid response mechanisms, tracking of customer journeys, and periodic customer feedback. Appreciation has been received from the last three employers for structuring and transforming CX strategy, which contributed to revenue growth and customer loyalty. Many customers have also expressed appreciation. Additionally, efforts are being made to collate and integrate customer insights and feedback gathered from various digital campaigns on omnichannel platforms and Google, which have resulted in additional revenue through the conversion of new digital inquiries and a significant enhancement in customer satisfaction and overall experience.