Ajit Rao Executive Director and Global Leader of Customer Experience, Nielsen Company

Ajit Rao leads the Customer Experience domain for The Nielsen Company across the globe. He has extensive experience in the measurement and management of customer experience and loyalty. He worked with Gallup and IMRB (Kantar group) prior to joining Nielsen in 2010. He has close to 25 years of experience. After an initial stint in marketing and advertising, he has spent the last 20+years understanding service quality. He has worked with organizations in a wide range of sectors including telecom, retail, banking & insurance, hospitality, FMCG, and B2B. He has wide experience in the measurement and management of all the key stakeholders—customer, vendor, trade, employee, and internal customer.

He has authored The Tao of Loyalty published by SAGE in 2006 and has also written several articles on the measurement and management of customer service and loyalty. He is Post Graduate in Economics and Management. His passion, besides customer satisfaction, is wildlife and he is an “amateur ornithologist.” He has braved leeches, terrorists, storms, tigers, wild elephants to travel to “vague” places to see rare endemic birds in India. His ambition is to see and photograph all 1250 species of birds seen in India