Saurav Goswami
Director @ EY | Reinventing CX and customer service with AI | Revenue acceleration | Productivity improvement | Enterprise taxonomy and knowledge architect
- Role
- Director at EY
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Saurav Goswami
Leading AI-led CX and customer service transformations for global enterprises.Track record of delivering value across industry sectors: Technology products (B2B Software and Infra), Consumer Products, Retail and Healthcare.Providing combined perspective across all transformation levers: Strategy, operating model design, people management, process, technology and change management.Experienced in delivering end-to-end business transformations with demonstrable value realization: Diagnostics, solution design and development, program design and implementation. Typical value realization within a quarter, and continuous improvement over multi-year business cycles.Expertise in scaled enterprise solutions for revenue acceleration and CX improvement with AI-led customer service: 1. Business architecture and AI tuning - for voice bots/IVAs and agentic AI systems2. Customer conversation/interaction analytics, time and motion study, process intelligence and task mining - for revenue-linked service opportunity management and agent productivity improvement3. Foundations for AI-led customer service reinvention: Taxonomy design, knowledge base development, human/AI interaction and CX design, experience and operational (X+O) data architecture, skills intelligence and change management systems
Experience
Director
Oct 2025 — Present · Bengaluru, IN
Scaling the CX and customer service practice at EY India, delivering business transformations for global and Indian enterprises across industry sectors and customer service use cases
Education
Indian Institute of Management, Lucknow
PGD-ABM, Technology and Food Marketing
2011 — 2013
La Martiniere for Boys, Kolkata
ISC and ICSE, Maths, Science, Computer Science
2003 — 2007
Birla Institute of Technology and Science, Pilani
B.E.(Hons), Mechanical Engineering
2007 — 2011
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