Deepak Khandelwal leads Client Connectivity and Innovation for CIBC, which is focused on achieving our goal to be number one in client experience while building on our strong client-focused leadership in innovation.
Most recently, he was Chief Customer Officer at Rogers, responsible for all client experience functions including service strategy, contact centres, field operations, go-to-market and digital client channels.
Prior to Rogers, Deepak was VP, Global Customer Experience at Google Inc., where he transformed Google’s client experience resulting in a 100% improvement in their client satisfaction scores. Before Google, Deepak worked at McKinsey & Company for 15 years where he co-founded their global customer care practice and worked with over 200 client care centres to address service strategy and process improvements.
Deepak has a Master of Business Administration (MBA) from the Ivey Business School at Western University and received his Bachelor of Science in Electrical Engineering from the University of Saskatchewan. He started his career at IBM in 1989.