Babul Balakrishnan

Head of Customer Care Thunes

Babul leads the Customer Experience Operations team at Thunes, where he and his teams juggle everything from proactive pep talks to reactive rescues, all in the name of stellar service and customer loyalty. He’s not just about following the playbook; Babul thrives on flipping the script to find new, better ways to engage customers. Alongside his knack for navigating the customer service world, Babul was also at the ground floor of two start-ups within DPDHL, proving he’s no stranger to building something from scratch—sometimes with nothing more than a good idea and a lot of coffee.

Main Conference Day 2 - Thursday, 4 September 2025

2:00 PM Case Study | From Manual to Predictive: Transforming Customer Support Operations with AI at Thunes

  • Explore how Thunes conceptualised and built AI-driven processes to reduce manual tasks and optimise operational efficiency 
  • Discover the steps taken to identify process gaps, empower agents, and assess productivity to enhance customer and partner satisfaction 
  • Learn how predictive monitoring is used to identify problematic transactions proactively and scale services effectively 
  • Gain insights into how a robust system and a knowledgeable team were developed to deliver quality outcomes across reactive and preemptive strategies 

Check out the incredible speaker line-up to see who will be joining Babul.

Download The Latest Agenda

In Partnership With :

CCW Digital

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