In this episode of the Humans of CX podcast, Garima is joined by Manish Nachnani, the Head of Customer Experience at Zuno General Insurance, one of the most trusted Insurance providers in India. Join them as they discuss the importance of customer experience in the insurance industry. They explore topics such as seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives. 

Manish emphasizes the need for simplicity and predictability in customer experience while also highlighting the value of respecting and valuing customers. Manish is a big fan of Ron Johnson, the head of customer experience at Apple, and admires how his insights have helped in shaping the company.

Manish is a seasoned leader and strategist who specializes in implementing platforms and systems to streamline operations and optimize customer experience. As the Head of Customer Experience at Zuno General Insurance, he oversees the design and execution of transformation initiatives, ensuring they are delivered on time, on scope, and within budget. With over 19 years of experience as a product and CX lead, he has a proven track record of delivering significant savings, scaling operations across business lines, and enhancing customer satisfaction and loyalty.