Sajal Kumar
Head of Customer Experience & Inside Sales - India & International Business at ZEE5
About
I am Sajal Kumar, currently serving as the Head of Customer Experience & Inside Sales for India and International Business at ZEE5. Throughout my career, I have focused on transforming customer service from a traditional cost center into a powerful growth engine. My journey has taken me from partner management and digital project roles to leading large-scale operations at organizations like Pidilite, Tata ClassEdge, and ZEE5. I am deeply passionate about the intersection of human-centric service and cutting-edge technology, particularly how agentic AI and sentiment analysis can be leveraged to build trust and drive revenue. Whether it is improving NPS or scaling inside sales efficiency, I believe that solving for customer friction is the key to sustainable business success. I am always interested in connecting with fellow professionals who are exploring the future of CX and digital sales.
Networking
What I can offer
- ›CX strategy consulting
- ›Inside sales optimization
- ›Digital transformation guidance
- ›AI integration in service operations
Looking for
- ›expanding my professional network
- ›exploring mutual opportunities in the CX and Sales technology industry
Best fit for
Current Interests
Background
Career
Started in partner management at Aircel, moved to customer support and digital project management at Idea Cellular, transitioned to senior management roles at Pidilite Industries and Tata ClassEdge, and currently leads CX and Inside Sales at ZEE5.
Education
AI Leadership Certification, MIT Sloan; B.Com, University of Lucknow (2003–2006); Commerce, La Martiniere College (1993–2002)
Achievements
- ›Increased International NPS by 40%+ and automated 35% of case volume via agentic AI at ZEE5
- ›Grew Inside Sales conversion rates by 64% and efficiency by 42% at ZEE5
- ›Generated ₹10 cr+ annually in the international vertical at ZEE5
- ›Moved India NPS from 'Critical' to 'Excellent' in 12 months
- ›Achieved 95% customer satisfaction and 30% YoY sales growth at Tata ClassEdge
- ›Generated ₹630M in revenue at Tata ClassEdge
Opinions
- CX is a growth engine, not a cost center.
- Friction in the sales process is often a signal of trust issues rather than price sensitivity.
- AI should handle routine tasks to free up human capacity for high-value, proactive engagement.