Reena Dsilva

I'm Reena Dsilva, a Customer Experience and Operations leader with over 20 years of experience driving customer-centric transformation across industries including Banking & Financial Services, Aviation, Telecommunications, OTT Media, and Education.

Throughout my career, I have been passionate about building customer-focused organizations that balance exceptional experiences with sustainable business outcomes. My experience spans Customer Experience Strategy, Customer Lifecycle Management, Contact Center Operations, Revenue Transformation, Service Excellence, Customer Retention, Quality Management, and Digital Transformation.

Some of the highlights of my journey include leading Customer Lifecycle Management initiatives at ONE Broadband, driving significant improvements in customer retention and operational efficiency, heading Customer Experience initiatives at Mumbai International Airport during its achievement of ACI Customer Experience Accreditation, and leading customer engagement and revenue-focused programs within the banking sector at South Indian Bank.

What excites me most about CX is its ability to create value for both customers and businesses. I strongly believe that Customer Experience should be viewed not as a cost center, but as a strategic growth engine that drives loyalty, advocacy, and long-term profitability.

I am currently pursuing my CCXP certification to deepen my knowledge of global CX best practices and connect with like-minded professionals who are shaping the future of customer experience.

I look forward to learning from this incredible community, sharing experiences, and contributing to meaningful conversations around CX strategy, customer-centric culture, measurement, design, and innovation.

Thank you, and I look forward to connecting with you all.

Warm regards,
Reena Dsilva