Pratima Gupta

Hello! With 13 years of industry experience, including 9+ years dedicated to Customer Experience Research and Management, I specialize in defining and executing holistic CX strategies that drive business impact. Currently at Udacity (part of Accenture), I have led countless initiatives focused on organizational and process improvement. I defined the overall strategy for customer experience and product improvement, including leading B2B Process and Competitive Analysis to identify and close critical gaps in the customer journey. A key achievement was the development and implementation of a Support Center of Excellence (CoE)—a platform I project-managed into existence to successfully institutionalize the Voice of Customer (VoC) and secure buy-in across the organization. My focus on deep customer understanding includes conducting key Research Initiatives such as "B2B Learner Emotions & Behaviors" and "Research on Client Loss," which directly inform product and process roadmaps.

My expertise in Experience Design and Measurement is validated by significant, measurable outcomes. I have successfully led projects to Revamp and Digitalize User Interaction, utilizing journey mapping and feasibility analyses to prioritize major improvements. To track performance, I created and implemented comprehensive journey monitoring metrics (NPS/CSAT, WoMI, active users, etc.) and managed a Customer Experience Management (CEM) Dashboard. These strategic efforts have yielded substantial results, including a 3% improvement in retention within the first two months through cross-collaboration, and a 52% improvement in Customer Satisfaction (CSAT) in six months during my tenure at Gartner. I consistently partner with cross-functional teams, including Product, Content, Marketing, and senior leaders, to ensure every initiative is deeply aligned with the customer's needs and delivers demonstrable ROI.