Prakash Kumar
About Prakash Kumar
Prakash Kumar serves as the Customer Experience Transformation Manager at Entain in London, England, where he focuses on enhancing customer experiences through technology and strategic initiatives. He has a diverse background in customer experience and project management, with previous roles at companies such as Cerner Corporation, HP, and The Adecco Group.
Work at Entain
Prakash Kumar serves as the Customer Experience Transformation Manager at Entain, a position he has held since 2022. In this role, he focuses on enhancing customer experiences through the use of emerging technologies. He leads strategic initiatives aimed at optimizing customer acquisition and streamlining onboarding processes. Kumar oversees key customer experience metrics, such as Net Promoter Score and Customer Effort Score, to ensure high levels of customer satisfaction. His work directly contributes to the sustainable growth of the business by improving customer retention.
Previous Employment Experience
Before joining Entain, Prakash Kumar held several roles in various organizations. He worked at Headout as a Program Manager in Sales and Operations for six months in 2018. Following that, he was a Project Delivery Manager for the APAC region at The Adecco Group from 2018 to 2019. Kumar also served as a Lead Consultant at Cerner Corporation from 2021 to 2022, and as a Senior Delivery Consultant there from 2014 to 2018. Additionally, he worked at HP as a Technology Consultant and at 10x Banking as a Client Delivery Manager in 2022.
Education and Expertise
Prakash Kumar has a strong educational background in business management and technology. He earned a Post Graduate Diploma in Business Management from SVKM's Narsee Monjee Institute of Management Studies (NMIMS). He also holds a Bachelor of Technology (B.Tech.) in Information Technology from Vellore Institute of Technology. Furthermore, he completed an Executive General Management Programme at the Indian Institute of Management Bangalore. His education equips him with the skills necessary to harness technology for improving customer experiences.
Skills and Tools Utilized
In his professional roles, Prakash Kumar utilizes various tools and methodologies to enhance customer experience. He employs platforms such as Medallia, PowerBI, and Quantum Metric to analyze customer data effectively. His expertise includes overseeing customer experience metrics and collaborating with cross-functional teams in technology, product, marketing, and CRM. This collaborative approach enables him to drive improvements in the customer journey and implement product-driven strategic initiatives.
Leadership in Customer Experience
Prakash Kumar leads digital and product-driven strategic initiatives aimed at transforming customer experiences across multiple brands, including Coral, Ladbrokes, Gala, and Foxy. His leadership focuses on delivering innovative solutions that enhance customer engagement and satisfaction. By harnessing emerging technologies, he drives initiatives that align with business goals and improve overall customer interactions.