Priyanka Singh
Digital Transformation & AI Strategy Leader
Pune,
Summary
Digital Transformation & AI Strategy Leader | Salesforce & Customer Experience Transformation | Consulting Growth & Practice Leadership | Agentic AI | CRM & BSS Transformation
Digital Transformation and AI Consulting Leader with 18+ years of experience leading enterprise-scale CRM, Customer Experience, Salesforce, and BSS transformation programs across global Fortune 500 clients. Expertise in consulting-led transformation, sales origination, AI and Agentic AI adoption, Salesforce ecosystem leadership, and practice growth across Communications, Media, Retail, Insurance, and High-Tech industries. Proven success in driving multimillion-dollar programs, building consulting capabilities, leading global teams, and enabling business value realization through technology and customer experience-led transformation.
Overview
18
18
years of professional experience
15
15
Certifications
4
4
Languages
Work History
Senior Principal – Salesforce CoE Lead, BSS Customer Experience Excellence Lead, Strategy & Consulting
Accenture
11.2022 - Current
Program Manager – Digital Transformation & Strategy
IBM
12.2014 - Current
Program Manager – Salesforce India CIC Practice
IBM
06.2020 - 10.2022
Asst. Project Manager – Strategy & Transformation
IBM
01.2013 - 12.2014
Sr. Business Consultant – Strategy & Transformation
IBM
06.2010 - 12.2012
Business Consultant – Risk & Advisory
IBM
06.2008 - 05.2009
Education
MBA - Systems and Finance
Symbiosis Institute of Telecom Management, Symbiosis International University
Pune01-2008
B.E. - Information Technology
SEC College of Engineering, Rajasthan University
01-2005
Skills
- Executive Advisory and Program delivery
- Practice Leadership & Capability Development
- Growth Strategy & Consulting Excellence
- Sales Origination and Go-to-Market Enablement
- AI & Agentic led Digital Reinvention
- Enterprise Modernization & Business Transformation
- Customer Experience Transformation
- Global Delivery Leadership
Accomplishments
- Led AI-powered CRM and Contact Center transformation programs impacting 8,000+ users, delivering up to 35% reduction in support resolution time and 22% productivity boost.
- Supported strategic proposals with approximately $200M indirect sales impact across Communications, Media, Retail, Insurance, and High-Tech sectors.
- Built and scaled Salesforce and BSS transformation capabilities across global market units spanning Americas and EMEA with hyper scaler teams.
- Established reusable consulting assets including CRM Assessment Framework, Org Consolidation Frameworks, Value Realization Framework, Agentic AI Use Case Library and Agentic Transformation Roadmap
Certification
Knowledge Ambassador, 2026
Timeline
Senior Principal – Salesforce CoE Lead, BSS Customer Experience Excellence Lead, Strategy & Consulting
Accenture
11.2022 - Current
Program Manager – Salesforce India CIC Practice
IBM
06.2020 - 10.2022
Program Manager – Digital Transformation & Strategy
IBM
12.2014 - Current
Asst. Project Manager – Strategy & Transformation
IBM
01.2013 - 12.2014
Sr. Business Consultant – Strategy & Transformation
IBM
06.2010 - 12.2012
Business Consultant – Risk & Advisory
IBM
06.2008 - 05.2009
B.E. - Information Technology
SEC College of Engineering, Rajasthan University
MBA - Systems and Finance
Symbiosis Institute of Telecom Management, Symbiosis International University