S3E08 - How to Manage Customer Expectations When Demand Spikes - Nikhil Shanker, Urban Company


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Nikhil Shanker is the VP of customer experience and partner experience at Urban Company, a services platform. Nikhil’s role focuses on building processes and systems that assist customers as well as service partners who deliver the services to the customers. With 9+ years of experience, Nikhil has previously worked with HCL Technologies and Infosys.

We cover:

  • Evolution of support at Urban Company during the pandemic
  • Managing customer expectations when demand spikes
  • One process implementation that enabled delightful CX
  • Future of customer support and customer experience

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