Vinay Parmar is a globally recognised leader in customer experience, named one of the top 50 influencers in the field in 2024.
His career journey, from a call centre agent to the C-suite, spans over three decades and multiple disciplines, including marketing, digital transformation, operations, and product development.
As Chief Customer Experience Officer at National Express, Vinay led a remarkable transformation, delivering record customer satisfaction by moving ratings from 2 stars to 4.5 stars. This unprecedented success directly contributed to record profitability for the organisation. He developed the Customer Experience ‘North Star’ strategy, which unified teams and embedded a customer-first culture, driving long-term growth.
Vinay has worked with iconic brands such as Audi, RBS, and O2, helping them design and implement customer-centric strategies that enhance leadership, improve customer experience, and deliver competitive advantage. His work is defined by measurable outcomes, fostering loyalty and advocacy through improved customer journeys and empowered leadership.
Known for his engaging storytelling, Vinay’s signature philosophy, “Every Moment Matters,” explores how emotional connections and memorable experiences drive customer behaviour and business success. As a keynote speaker and consultant, he inspires audiences to think differently, act decisively, and elevate every customer interaction.
