Head – Customer Relationship Management, Fortis Hospitals Limited
Customer Experience Evangelist I Customer Relationship Management I Global Speaker – CX Forums I Change Management I Technology Led Transformation I Service Excellence I Business Excellence – TBEM Assessor
Archna is a goal oriented Customer Experience Evangelist and Business Excellence Leader – with over 22 years of proven track record across Hospitality & Healthcare industry in helping organizations consistently meet and exceed customer expectations, effectively manage customer relationships and deliver value through curated customer solution strategies including technology led change.
She has worked with Taj Group of Hotels for more than 16 years with last assignment as Regional Business Excellence Head for 21 hotels in the regions of AP, T.Nadu & Kerala across the brands before moving to Healthcare industry in 2013.
While in Taj, she was also a Tata Group resource as Certified TBEM Assessor and had the privilege of assessing various Tata Companies across the industry sectors like Tata Motors CVBU, Trent Hypermarket, Tata Projects Limited, Tata Business Support Services etc
Her first stint in Healthcare Industry was at Manipal Hospitals (as their Pan India Head – Customer Experience) before joining Fortis Hospitals in 2016, to manage Patient Experience for South West Region (10 Corporate hospitals) and now Customer Relationship Management – Pan India ( 33 Corporate hospitals).
She has been invited as Speaker in many Global CX forums and has won many awards throughout her career journey.
Archna also actively participates in some of her voluntary pursuits in the capacity of Vice Chairperson – Karnataka Health Chapter for ALL Ladies League and Certified Happiness Program Coach for Art Of Living Foundation