Amit Pandey

About Amit Pandey

Amit Pandey is a seasoned Digital (Customer) Transformation Leader with over 20 years of experience driving Lead-to-Loyalty (L2L) transformations across global B2C and B2B enterprises. He specializes in integrating Marketing, Commerce, Sales, Service, Order Management, Contact Center, and Loyalty into cohesive, AI-powered customer journeys that deliver measurable business outcomes.At IBM Consulting, Amit leads the Customer & Commerce practice and the Global Innovation Center for Customer Experience, driving growth, capability, and delivery excellence across multiple markets. He holds P&L responsibility for the practice, achieving consistent double-digit YoY growth through a balanced focus on business development, delivery transformation, and talent evolution.Amit partners closely with Global Capability Centers (GCCs) in India to help them scale for customer-facing strategy and technology roles, bridging functional and technical expertise across domains such as Commerce, CRM, Marketing, and Contact Center modernization. His leadership has enabled multiple organizations to build high-performing, multi-skilled teams aligned to global delivery and innovation goals.He has been instrumental in revitalizing IBM’s Customer & Commerce portfolio—expanding from a handful of platforms to over 50+ digital experience and commerce technologies, driving portfolio diversification, profitability turnaround, and deeper market eminence. His approach focuses on consultative architecture, AI-driven orchestration, and composable commerce to deliver end-to-end customer transformation.With a career spanning Big 4 Consulting and Big 5 Advertising networks, Amit has led multi-cloud, omnichannel, and AI-enabled transformation programs across Retail, CPG, Automotive, Financial Services, Manufacturing, and Telecom industries—helping clients evolve from transactional engagement to intelligent experience ecosystems.Technology Ecosystem Expertise:Amit’s experience spans the full Lead-to-Loyalty technology landscape, covering over 50+ platforms across Commerce, CRM, Marketing, Service, and Data domains. His multi-platform fluency enables organizations to design and implement composable, cloud-based ecosystems tailored to diverse business models.Core Platforms:Commerce & Marketplaces: Salesforce Commerce Cloud, SAP Commerce, Oracle Commerce, Shopify, Adobe Commerce, Commercetools, BigCommerce, VTEX, Kibo, Mirakl, SprykerCRM Systems: Salesforce, SAP Sales & Service, HubSpot, Zoho, Microsoft Dynamics, SugarCRM, Insightly, Creatio

Experience

1. Gic Practice Lead - Cx

   IBM

   Nov 2022 — Present · Hyderabad, IN

   As Global Innovation Center Leader for Customer & Commerce at IBM, led multi-country teams driving large-scale Lead-to-Loyalty transformations. Revitalized a struggling practice, diversified technology capabilities (Shopify, SAP, Adobe, Salesforce), restored profitability, strengthened leadership, stabilized key accounts, and advanced AI-driven solutions and productivity assets for global clients.Technology Ecosystem Expertise:Amit’s experience spans the full Lead-to-Loyalty technology landscape, covering over 50+ platforms across Commerce, CRM, Marketing, Service, and Data domains. His multi-platform fluency enables organizations to design and implement composable, cloud-based ecosystems tailored to diverse business models.Core Platforms:Commerce & Marketplaces: Salesforce Commerce Cloud, SAP Commerce, Oracle Commerce, Shopify, Adobe Commerce, Commercetools, BigCommerce, VTEX, Kibo, Mirakl, SprykerCRM Systems: Salesforce, SAP Sales & Service, HubSpot, Zoho, Microsoft Dynamics, SugarCRM, Insightly, CreatioMarketing & Automation: SAP Marketing, Salesforce Marketing Cloud, Marketo, HubSpot Marketing Hub, Emarsys, Mailchimp, ActiveCampaign, PardotB2B Punchout: SAP Ariba, Coupa, Oracle iProcurement, CommerceHub, Jaggaer, BaswareContact Center: Genesys Cloud CX, NICE CXone, Amazon Connect, Salesforce CC, Avaya OneCloud, Talkdesk, Freshdesk, RingCentralCPQ: Salesforce CPQ, SAP CPQ, Oracle CPQ (BigMachines), Conga, PROS Smart CPQ, Configure One, VendavoLoyalty: Salesforce Loyalty, Zinrelo, Punchh, Smile.io, Yotpo, Antavo, LoyaltyLion, Annex CloudField Service: SAP FSM, Oracle Field Service Cloud, Microsoft Dynamics 365 FSM, Zendesk, ServiceMaxCustomer Data Platforms (CDP): SAP CDP/CDC, Salesforce CDP, Segment, Tealium, BlueConic, Optimove, Treasure DataOrder Management Systems (OMS): IBM Sterling, Manhattan, Kibo OMS, Blue Yonder, Fluent Commerce

Education

• Madan Mohan Malaviya University of Technology

  Bachelor of Technology - BTech

• Indian Institute of Management, Calcutta

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