Sri Narasimhan
- Role
- Vice President, Head of Enterprise Customer Experience and Insights at CVS Health
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Sri Narasimhan
I’m an enterprise executive specializing in large-scale transformation using data…
Experience
Vice President, Head of Enterprise Customer Experience and Insights
Jun 2021 — Present · Chicago, IL, US
Enterprise CX, Insights & Innovation Leader | Transformation | Scaling AI | Efficiency & Growth • Lead enterprise CX, Consumer Insights, and Contact Center Innovation across CVS Health, spanning Retail, Caremark, Aetna, and Health Services business lines (inclusive of Digital, Call Center, In Store, B2B, Provider and Patient experience). • Designed and led enterprise-wide customer transformation strategy, driving measurable improvements in NPS and customer loyalty across all business units • Launched one of the largest customer feedback platforms, enabling millions of customer responses and deep integration across operations, digital, and front-line teams • Built enterprise-wide “Close the Loop” process—driving proactive outreach to millions of customers annually, enhanced by AI for personalization and quality • Established executive CX forums across entire enterprise to enable action on consumer insights and improve experiences • Integrated advanced CX analytics including predicted NPS for all consumers, digital behavior tracking, AI-powered call analytics, and Generative AI to optimize journeys, identify root causes, and automate outreach • Spearheaded AI-powered contact center innovation initiatives, delivering substantial savings and enhancing digital experience and agent productivity • Lead enterprise-wide Consumer Insights function, delivering hundreds of studies annually to inform strategic decisions on pricing, marketing, loyalty, retention, and brand health • Regularly present CX and Insights progress to the CEO, Board of Directors, and Executive Committee • Selected for CVS Health’s Leadership Forum, a program for top executive talent
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