Mohit Khanna

Senior Manager @埃森哲

Toronto, ON, CA

Managing AI-powered customer experience transformation programs across various industries to enhance customer service and lower operational costs through call prevention, deflection, and containment. Responsible for overseeing large teams in the execution of Customer Care Migration and Transformation engagements, ensuring comprehensive delivery from functional strategy development to value realization. Responsible for Originating consulting opportunities deals and solutioning for the US and the Canada based clients. Key Engagements Delivered (Not exhaustive): Assisted a Canadian utility company in selecting an interaction analytics platform and led implementation of five use cases (intent analytics, AHT optimization, sentiment analysis, FCR analysis, QA automation), with potential savings of 25 million CAD over three years. Helped establish an internal interaction analytics CoE for continuous improvements. Led contact centre migration and transformation of agents for the largest telecom provider in Canada to Genesys Cloud leading to improvements in customer experience and operational metrics such as AHT, call volumes, repeat caller analysis. Digital transformation of a contact center of a large N.A utility player. Identified the key call drivers and recommended new mobile app features with expected operating costs reduction by 30-35% Negative customer sentiment analysis for a leading NA utility player to determine customer pain points leading to an improvement in CX score by 15% Intent discovery and automation opportunity identification for an H & PS client leading to operating cost reduction of ~4M $ annually Average Handle Time (AHT) Optimization for a large UKI based telecom player leading to a reduction in savings of 20-25 mil. pounds over 3 years.

USC Marshall School of Business

Advance Marketing Course, New Product Development, Marketing Analytics and Market Research

SPJIMR SP Jain Institute of Management & Research

Master of Business Administration (MBA), Marketing

Indian Patent Office

Registered Patent Agent - (IN/PA-1521), Intellectual Property Law

Kurukshetra University

B.Tech, Biotechnology

Kellogg Executive Education

Northwestern University 101, Data Driven Consulting and Business Analytics