Kapil Deo

• Designed comprehensive performance measurement systems enabling clients to effectively track progress towards their strategic goals.

Strategic Program Delivery Experience.

1. End User Experience (EUX) Transformation – Global Bank.

• Established and led a comprehensive EUX practice within a Global Capability Center (GCC).
• Built a cross-functional team and embedded EUX into the product development lifecycle.
• Defined governance frameworks, processes, and stakeholder alignment models.
• Enhanced user-centric design adoption across enterprise products.

2. ITSM Practice Transformation – Global FMCG Organization.

• Built and led ITSM capability, defining best practices.

#10% YoY reduction in incident count in MTTR.

#10% increase in problem management adoption.

• Enabled operational efficiency through structured service management frameworks.

3. CRM Transformation – Large Manufacturing Enterprise

Led dual CRM transformation initiatives across geographies.

• I designed and implemented a Salesforce-based solution for the North America region.
• Developed a Microsoft Dynamics-based interim CRM platform.
• Enabled streamlined sales processes and improved customer lifecycle management,

CRM Transformation – Large Manufacturing Enterprise.

• Drove digital transformation efforts within the organization, leveraging emerging technologies to streamline workflows, improve communication channels, and enhance overall productivity.
• Led dual CRM transformation initiatives across geographies.
• Designed and implemented a Salesforce-based solution for the North America region.
• Developed a Microsoft Dynamics-based interim CRM platform.
• Enabled streamlined sales processes, and improved customer lifecycle management.

• Conducted market research to identify trends, opportunities, and potential threats to inform business decisions.
• Launched international marketing campaigns to expand the company''s global reach and increase revenue from overseas markets.
• Cultivated relationships with key industry influencers to increase brand visibility through earned media coverage.
• Championed new product development initiatives, leading to increased revenue and market share growth.

• Generated new business with marketing initiatives and strategic plans.
• Reached out to potential customers via telephone, email, and in-person inquiries.
• Negotiated and closed long-term agreements with new clients in assigned territory.
• Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.