Shama Mehra

I started my career as a frontline CS agent at Vodafone. Twenty-five years later, I was running CX, Training, Quality and Voice of Customer programs for Dream11 and Dream Play — supporting a 200M+ user ecosystem across a 3,000-person customer service operation. That journey from agent to AVP is probably the most important thing that shapes how I think about CX.

I've built functions from scratch more than once — no playbook, no inherited team — across Gaming and Telecom. What I've learned is that the frameworks matter far less than whether your insights actually reach the people making product and business decisions. Getting VoC into the boardroom is still the hardest problem in our profession.

Right now I'm most energised by AI-led CX transformation and VoC as a strategic discipline — not just a listening tool.

I'm pursuing my CCXP and joining CXPA because I want to be in a room (virtual or otherwise) with people who take CX seriously as a profession — to learn, to contribute 25 years of hard-won lessons, and to keep getting better at the craft.

Looking forward to meeting you all.