Abhinav Shukla

At Aditya Birla Capital, I lead CX and marketing insights across insurance, mutual funds, lending, and securities. I’ve delivered sustained brand-equity gains, guided six major brand campaigns, and built target-setting models that helped five of six lines of business meet or exceed aspirational targets.

I combine brand tracking, NPS, CSAT, Voice of Customer, and journey mapping with Digital AI Twins, synthetic panels, social listening, and behavioral segmentation. I’ve also established AI research governance, ensuring new methods are benchmarked against traditional research rigor.

Previously at Axis Bank and HDFC Life, I improved customer-experience metrics, expanded CSAT programs, migrated customer surveys to governed external operations, and enabled centralized CX dashboards for more than 4,500 users. My work has informed product positioning, campaign design, customer journey improvements, and annual business planning.

I began my career in market research at Millward Brown and Nielsen, delivering communication evaluations, brand-equity tracking, cross-media studies, retail analytics, and client servicing across FMCG categories. I bring 10+ years in BFSI insights and CX, backed by hands-on agency research experience and end-to-end vendor, budget, and research-quality ownership.