Anand Nair, CCXP

I am a results-driven Customer Experience and CRM leader with over 14 years of progressive experience across the real estate, insurance, and financial services industries in the UAE and India. My career has centered around transforming customer journeys, building high-performance teams, and embedding governance-led CX strategies that drive measurable business impact.

At Evolutions Real Estate, I currently lead the Customer Experience and Digital Strategy function, where I designed and implemented a unified customer engagement ecosystem integrating multiple developers under a single service architecture. This initiative reduced issue resolution time from 28 days to 2 days and elevated CSAT from 88% to 92%.

Previously at Emaar Properties PJSC, I managed a 70-member omnichannel team and achieved a record improvement in customer satisfaction—raising Voice CSAT from 74% to 95% and reducing first response times by more than 50%. My earlier leadership roles with Coverfox Insurance, Policybazaar, and Aegon Life Insurance further strengthened my expertise in operational excellence, digital CX transformation, and customer relationship management.

I am passionate about designing customer-centric ecosystems where strategy, process, and technology converge to deliver seamless experiences. My leadership philosophy is rooted in empathy, data-driven decision-making, and continuous learning.

Currently based in Dubai, UAE, I am committed to advancing the CX profession and collaborating with like-minded professionals within the CXPA community to elevate global experience standards.