20 years of experience in Customer Experience Management, Channel optimization, Transformation, Workforce Management and Service delivery to global customers across Banking, Insurance, Mortgages, Telecom, Retail, Utilities & Travel and Hospitality industry. At TCS, Lalit is currently heading Customer Services COE, providing consulting and multi-channel services viz. Web Chat, Social Media, Voice, e-Services, IVR, Workforce management across the customer life cycle from origination to retention and loyalty services. These services are provided seamlessly through TCS near-shore and offshore delivery centers located in LATAM, Middle East, UK, Europe, Philippines and India to clients spread across industries. With his depth of experience and exposure to multiple industries, Lalit has effectively replicated transformation successes across clients and created factory models for ‘Best-in-Class’ services. Lalit is Masters in Human Resource Management and a graduate in Physics by qualification. He is a certified six sigma green belt and has received numerous awards during his tenure in TCS