Urvashi Sheth, chief customer officer at Intermedia, is a visionary leader recognized for her transformative influence on customer success through technology. With more than 20 years of experience, Urvashi has revolutionized customer operations across B2B, B2C, retail, and enterprise sectors. Her innovative application of AI-based solutions has significantly improved customer experiences, reduced churn, and boosted revenue retention, driving remarkable bottom-line growth for the companies she has worked with. Her excellence in technology and customer experience has earned her numerous awards and accolades.
In addition to her role at Intermedia, Urvashi serves on the advisory boards of several major companies. Her consultative approach helps refine their products to tackle real-time challenges across various industries, making these products more feature-rich and effective.
Urvashi is highly regarded for her expertise in generative AI (Gen-AI) and machine learning (ML) automation. She skillfully anticipates the potential of advanced technologies and applies them strategically. For instance, her recent deployment of Gen-AI/LLM technology boosted agent productivity by 13%. Her team is also leading the way in using retrieval-augmented generation (RAG) technology for customer self-service, enhancing response efficiency and accuracy while reducing costs.
At Intermedia, Urvashi has been instrumental in shaping customer success and support strategies. Her visionary leadership has integrated AI and ML into sales and support operations, employing predictive and white-space analysis to forecast customer behavior and enhance recurring revenue. These innovations have greatly improved operational efficiency and positively impacted the company’s bottom line.
Urvashi’s consultative approach extends beyond technology. She excels at analyzing customer feedback and utilizing sentiment analysis to identify trends and patterns. This allows her to continually refine customer experiences and foster long-term loyalty. By combining her deep understanding of customer needs with cutting-edge technology, Urvashi drives comprehensive business transformation and delivers outstanding customer outcomes.
Beyond her technological expertise, Urvashi is skilled at building and leading high-performing teams, promoting a culture of continuous improvement, and driving organizational change. As a passionate advocate for customer-centricity, she mentors aspiring leaders and shares her knowledge through industry conferences, webinars, and publications. Her dedication to excellence and ongoing learning sets a high standard for the industry and inspires those around her.
