Thomas George, CCXP

I am a seasoned leader in Data & Analytics and Process Excellence with over 24 years of experience driving customer experience (CX) transformation across global organizations. In my last role, I was serving as Director of Data & Analytics and Intelligence Services at Concentrix, I lead the strategic delivery of data-driven insights and transformative projects, achieving measurable improvements in CX and operational efficiency.

I drive CX strategy through the use of AI and GenAI-based platforms that provide deep insights into customer conversations across various touchpoints. These platforms assess end-to-end customer journey breakpoints and help design efficient processes that eliminate non-value-added steps, ensuring faster resolution for the customer, thereby improving the customer experience and reducing churn.

Prior to this, as Vice President of Process Excellence at Firstsource Solutions Ltd., I implemented CX metrics frameworks, championed Lean Six Sigma and digital adoption training, and delivered transformative Intelligent RPA solutions, achieving significant efficiency gains for clients. My expertise spans CX strategy, customer journey mapping, conversational analytics, and intelligent automation, with a proven track record of enhancing customer satisfaction and driving business outcomes. Recognized with multiple industry awards, I am a results-oriented leader committed to delivering exceptional CX and operational excellence.