Gaurav Sharma

About Gaurav Sharma

I am a Management Consulting Manager within Accenture’s Strategy & Consulting unit, part of the GN SONG (Customer Strategy) practice, focused on transforming customer experience and contact center operations at scale. I work with global clients across industries to define CX vision, design future-ready contact center strategies, and deliver AI-enabled customer service transformations.My experience spans end-to-end consulting engagements, from CX strategy, service design, and transformation roadmaps to implementation and value realization. I specialize in Generative AI and conversational AI–driven customer service, helping organizations modernize contact centers, improve experience outcomes, and unlock measurable business value.Beyond client delivery, I play an active role in scaling consulting practices and building high-performing, cross-functional teams. I partner closely with senior stakeholders to shape transformation agendas, develop robust business cases, and guide investment decisions grounded in clear value articulation.Having worked across global, industries, multi-geography programs, I bring a balanced perspective across strategy, technology, and execution. I enjoy working at the intersection of CX, AI, and operating model transformation -helping organizations move from ambition to impact while mentoring teams and contributing to long-term practice growth.

Experience

1. Management Consulting Manager

   Accenture

   Nov 2024 — Present · Gurugram, IN

   Part of Accenture’s GN SONG (Customer Strategy) practice within Accenture\'s Strategy & Consulting unit, leading customer experience and contact center transformation engagements for global clients. Drive end-to-end CX programs covering strategy definition, contact center and customer service roadmaps, CX design, and implementation, with a strong focus on Generative AI–enabled customer service and omni-channel contact center capabilities.Advise clients on value-led transformation by building robust business cases, value realization models, and operating model blueprints to support investment decisions. Play a key role in scaling CX and customer service consulting offerings, contributing to practice growth, team development, and capability building across industries. Lead cross-functional teams and engage senior stakeholders to deliver measurable business and experience outcomes.

Education

• DAV Centenary Public School,New Delhi

  High School, Applied Sciences

  2007 — 2011

• University of Antwerp

  Master of Business Administration - MBA, Marketing

• Goa Institute of Management (GIM)

  Master of Business Administration (M.B.A.), Marketing

  2015 — 2017

• Guru Gobind Singh Indraprastha University

  Bachelor of Technology (B.Tech.), Computer Science

  2011 — 2015