BLENDING EMPATHY AND BOLD CREATIVITY

VENIKA KAPOOR, Executive Vice President – CRM, Elan Group. Venika Kapoor has spent 17 years turning customer experience into a business-driving force. With her at the helm, the company has achieved a 98% customer satisfaction rate, and innovaasetions like a revamped app that cut response times by 60%. The entire service experience feels more human, all thanks to her people-first, tech-smart approach. And when the pandemic hit, she led a seamless shift to digital support, introduced wellness initiatives, and boosted satisfaction scores. She’s also giving back to the society, leading environmental drives, supporting slum rehabilitation, and mentoring women within the organization.