Nilakantasrinivasan Janakiraman (Neil)

Expertise: Customer Experience Management, Analytics, Business Transformation & Strategy Implementation

Neil passionately helps mid and large size enterprises in services and manufacturing to become Future Fit. This means a future with higher Customer Retention, Revenue Assurance & Enhancement.

His approach is to engineer Customer Experience(CX) in your organisation such that even a mediocre employee can deliver superior experience, because in today’s business environment, both skill & will are botched by nature.

Thus his interventions are deep, strategic, process & behavioural level, driven by data analytics & ground-zero insights.

He manages a professional services firm called Canopus Business Management Group which he started in 2009, now, with clientele across sectors (BFSI, outsourcing IT, discrete manufacturing, O&G, professional services & telecom).

He regularly conducts public & inhouse master classes on CX, Business Model Innovation like Blue Ocean, Analytics for HR, Service & Sales professionals & Hoshin Kanri.

He also selectively coaches executives, start-ups & young professionals.

Neil has led several change initiatives & CX projects with approved financial benefits of over $20MN, of which $4Mn was executed by him personally. He has demonstrated results in unconventional areas such as sales, customer service, HR, technology, risk & compliance, program office, administration & security, procurement, etc.

Neil is a Certified Six Sigma Master Black Belt and recognized as Top 10 quality practitioners in India. He is passionate about helping organizations become Future Fit.

Past Experience

Company                                                   Designation
HSBC Senior Vice President (Customer Experience)
HSBC Senior Vice President (Business Transformation)
Bank of America National Leader (Quality & Productivity)
Standard Chartered Service Excellence Leader (Lean Six Sigma)
Whirlpool of India Senior Engineer (Process Engineering)
TVS Motor Company Production Engineer (Industrial Engineering)


Institute                                                      Qualification
BITS Pilani MS (Manufacturing Management)
MIT-Anna University B.Tech (Production Technology)
Pondicherry University B.Sc (Physics)
Indian Institute of Science Certification Program in Environmental Studies
Bank of America / IQF Six Sigma Master Black Belt

List of Technical Publications

  • Nilakantasrinivasan(2004). Analytical Treatment of Discrete Ordered Category,
  • Arun Nair & Nilakantasrinivasan (2005). DMAIC Failure Modes. ASQ Six Sigma Forum
  • Nilakantasrinivasan (2006). Deployment of metrics based management culture in banking operations. Bank of America Q&P Annual Conference, Charlotte
  • Nilakantasrinivasan (2009). Smart Tips for successful Black Belts! isixsigma Magazine

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