About the Founder

About the Founder

Jacqueline is Founder, The Nxt Levels and also Senior Adjunct Faculty at SBM, NMIMS, Mumbai one of the Top Business Schools in the country.  She has completed a Doctorate in Marketing from Australia and has completed the Assessment for Independent Directors.

She has held leadership positions in Marketing, Sales and Customer Experience (CX) and Enterprise Key Account Management in her over 2 decades of association across Telecom, Logistics, FMCG, Durables, Retail and Business Advisory Sectors. Her multi-faceted expertise spans strategy and design domains of large and complex CX Operations where she successfully completed complex assignments spanning Contact-Centre Operations, Enterprise Management, Customer Relationship Management (CRM), Customer Retention and Loyalty, integration of AI and Digital into CX processes.

She has completed assignments with Surfly (Netherlands), Nykaa, Whirlpool of India, DRL, Elecon, Edelweiss Tokio etc Passionate about CX being integral to an organisation’s long-term success, she regularly shares experiences as a speaker at industry platforms both in India and Abroad. She is a Guest Lecturer at Premier Management institutes and, also contributes to Global & National publications focussed on CX and Marketing ( MarTECH and CX Tech Space) and Case Studies on the impact of AI  in CX and Marketing.

She is on the Board of Retail Studies SIMSR, Member CSIA, Australia and CX network, Institute of Customer Service UK.  She is Industry Advisor to start-ups at Atal Incubation Centre (AIC)  BimTech NOIDA .

Her book The Customer First: The Mindset That Spells Success in Today’s World is scheduled for launch in July22.