Latha is a seasoned customer experience director with over 25 years of success in designing and leading global CX strategies that drive satisfaction, loyalty, and business growth. Currently leading Customer Experience, Quality, and Transformation, she has spent the past six years spearheading organization-wide initiatives that brought key customer KPIs within goal and significantly boosted retention. Latha excels at orchestrating cross-functional teams, leveraging data-driven insights, and implementing customer-first strategies that improve NPS, CSAT, and other critical CX metrics. Passionate about delivering seamless, high-quality experiences, she leads an international team spanning three continents and partners closely with marketing, sales, and product to elevate the end-to-end customer journey. From journey mapping to automated dashboards, she blends strategy with execution, always focusing on outcomes that matter.