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Beyond Last-Mile Delivery: The Future of CX in E-commerce with Shilpa Gupta
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In this episode of the Humans of CX podcast, Garima is joined by Shilpa Gupta, Chief Supply Chain Officer and Head of Customer Experience at HomeLane, India’s premier end-to-end home interiors platform, which delivers chosen home interiors within 45 days. Together, they explore the growing importance of CX, from the communication challenges of last-mile delivery to the importance of trust, transparency, and predictability in customer delight. Discover how technology and human empathy intersect to create seamless experiences and gain insights into the future trends shaping the eCommerce industry.
Shilpa Gupta is the Chief Supply Chain Officer and Head of Customer Experience at HomeLane. She has over 10 years of experience in supply chain management and has worked with some of the biggest names in the industry, including Flipkart, Diageo, and PepsiCo. Shilpa started her career as a research analyst intern and has since worked her way up to her current position.
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