Manish Shah

Manish leads the customer service transformation practice for financial services at KPMG. He brings over 20 years of experience building, running, and improving service and support operations across human and digital touchpoints for insurance, banking, and wealth firms. He also brings experience across commercial and healthcare industries which has allowed him to develop deep cross-application and cross-industry knowledge of leading practices and pitfalls across B2B and B2C environments. He focuses on helping clients redesign customer experiences and service operating models from the ground up, while incorporating the appropriate sourcing strategies, operational processes, organizational design, technology, measurements, and employee development practices to drive profitable growth.

Manish has led large scale transformations to define, design, and implement the target state operating model and capabilities to improve and sustain desired customer and employee experiences across the front office. He has implemented CRM (Salesforce), AI/Gen AI, and cloud contact management solutions within organizations that have over 40K customer service employees globally. Manish has demonstrated expertise in helping organizations strike the right balance between cost-to-serve and frictionless customer service experience delivery.