Ajay is a visionary Customer Experience (CX) leader with 28+ years of success across Real Estate, Hospitality, and Technology. As Group CSO for M3M and Smartworld, and COO at PYP, he has pioneered the integration of AI and automation into real estate CX, transforming customer journeys and driving over $1B in collections and ₹800+ crore in sales. Ajay has conceptualized and delivered India’s first AI-enabled customer experience lounge and community engagement app, setting new benchmarks in digital CX. A certified expert in ISO 9001:2015 and ISO 10002 standards, he excels in building centralized and distributed service models that optimize CSAT, NPS, and LSC scores. His core strengths lie in P&L management, AI-driven service delivery, tech-enabled customer lifecycle design, and CX innovation. Recognized globally, he has spoken at 75+ CX platforms including CCW, IQPC, and World AI Summit, and has earned accolades like Global Power Leader and Top 100 CX Leader.
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