Episode 33 - Vinay Parmar, Chief Customer Officer - Founder Dhruva Star

Welcome to The Impact Room from Douglas Jackson, where exceptional, diverse, and impactful leadership and wisdom are shared. Michelle Ansell, Managing PArtner was delighted to be joined Vinay Parmar.

Vinay brings over three decades of invaluable experience to our virtual stage as a Chief Customer Experience Officer. He is not just a leader, but a visionary who has transformed the way companies approach their customer relationships. His insights are sought worldwide, and he's often seen on stages around the globe as a keynote speaker, sharing his knowledge.

Vinay is a Non-Executive Director at Curo Housing Group, where he contributes his strategic expertise. He's also held pivotal senior leadership positions across various domains, from Customer Experience to Digital, and even as a Managing Director. Most recently, he served as the Chief Customer Officer at National Express.

Today, Vinay is the founder of Dhruva Star, an organization that specializes in transforming and redefining your customer experience. Their mission? To ensure more customers not only choose you but also recommend you and trust you. That's not just a competitive edge; that's a game-changer.

In our conversation with Vinay, we're going to delve into some pressing topics:

1. The challenges faced by Customer Directors, CX Leaders, and Chief Customer Officers as they strive to secure buy-in from stakeholders and budgets.
2. The pitfalls of relying on vanity metrics and the pursuit of NPS scores, which can sometimes lead to the wrong behaviors instead of fostering trust, loyalty, and advocacy.
3. The pivotal role of the Chief Customer Officer - what needs to be done by individuals and CEOs to ensure this role thrives and evolves in the UK.
4. Vinay's advice for companies and business leaders looking to inspire and nurture a more diverse and aspirational leadership team.

We explore the intersection of leadership, customer experience, and the ever-changing landscape of business.

If you would prefer to watch the full video you can do that here. 

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