Design Operations Symposium 2024

Shambhavi Gupta brings nearly 15 years of customer experience and innovation expertise, boasting a distinguished track record of delivering exceptional results for global industry leaders. Her specialisation in storytelling, conceptualisation, service and system thinking, and digital innovation sets her apart as a visionary in her field. Currently heading the Experience Design and Innovation team at Incedo Inc. in India, Shambhavi oversees some of the company's largest and most critical clients. Her previous roles at prestigious organisations like Google (contractor), IBM, Publicis Group, and Publicis Sapient have equipped her with a profound understanding of the intersection between strategy, design, and execution, especially within large-scale programs. Shambhavi is passionate about nurturing new talent and championing diversity within the design industry. She believes in the power of digital innovation as a canvas and compassion and empathy as her brush, using these tools to create positive, impactful experiences for people. Her approach to design transforms chaos into order, always prioritising user experience to evoke emotions and exceed customer expectations.

In today's dynamic landscape, She recognises the critical importance of adapting customer experience strategies to embrace technological advancements while staying attuned to evolving customer expectations. She advocates for a harmonious relationship between experience design and business objectives, emphasising that true success lies in this synergy. With a proven ability to lead diverse teams and cultivate a culture that celebrates individual differences and aspirations, Shambhavi continues to drive forward-thinking initiatives that redefine the boundaries of customer experience and innovation.