Nishant Kapatia

Nishant Kapatia is currently serving as the CX - Product & Strategy at MakeMyTrip since September 2023. Previous experience includes a role in Central Strategy at Zomato, where significant achievements included leading the Platform Experience Strategy and enhancing product offerings during key festivals, resulting in a 50% YoY growth. At Paytm Payments Bank, Nishant held the position of Executive Manager, focusing on program management and process excellence initiatives that improved various KPIs and optimized headcount at contact centers for cost savings. Additional notable positions include Consultant roles at Avalon Consulting and EY, where contributions to customer service strategies and operational transformations for large telecom clients were made. Nishant holds an MBA in Strategy & Finance from the Indian Institute of Management Indore and a BTech in Electronics and Communication Engineering from the National Institute of Technology Hamirpur.