Hello, I'm Puneet Badlani
I've dedicated nearly three decades of my professional life to advancing customer experience operations and technology across the broader IT landscape. Based in Chicagoland, I've had the privilege of working with organizations worldwide to transform their contact centers and embrace emerging technologies.
With a Ph.D. in Innovation Management, I bring both academic rigor and practical expertise to complex organizational challenges. My work sits at the intersection of customer experience, technology implementation, and organizational change management—areas that have never been more critical as AI reshapes how businesses serve their customers.
Through this blog, I share insights on AI implementation, organizational change management, and customer service excellence. Along the way, I also explore my passions for travel, food, and wine—because life is about more than just work.
Open to Serve & Mentor
I'm passionate about giving back to the community and am open to serving on boards of directors for charity organizations. I'm also dedicated to mentoring the next generation of customer experience and technology leaders. If you're interested in discussing board opportunities or mentorship, please reach out.
Areas of Expertise
Customer Experience
Three decades of experience designing and optimizing customer service operations across industries.
AI & Automation
Leading AI transformation initiatives, from agentic AI to contact center automation.
Change Management
Guiding organizations through large-scale transformations with focus on the human element.
Innovation Management
Ph.D.-level expertise in driving innovation and managing complex technology initiatives.
Amazon Connect
Deep expertise in implementing and optimizing Amazon Connect for enterprise contact centers.
Technology Leadership
Strategic technology guidance for customer-facing operations and IT infrastructure.
Let's Connect
Interested in speaking engagements, consulting, board opportunities, or mentorship?
Speaking & Consulting Get in Touch