back to main menu

How to Manage Customer Expectations When Demand Spikes – Nikhil Shanker, Urban Company

Nikhil Shanker is the VP of customer experience and partner experience at Urban Company, a services platform. Nikhil’s role focuses on building processes and systems that assist customers as well as service partners who deliver the services to the customers. With 9+ years of experience, Nikhil has previously worked with HCL Technologies and Infosys. 

We cover:

  • Evolution of support at Urban Company during the pandemic
  • Managing customer expectations when demand spikes
  • One process implementation that enabled delightful CX
  • Future of customer support and customer experience