An Interview with Nisha Kapur, VP Operations India, Prose On Pixels (Havas)
Leadership, creativity, and operational precision1¹ converge seamlessly in Nisha Kapur’s professional journey. She serves as the Vice President of Operations, India at Prose On Pixels (Havas), where strategy and execution meet to drive measurable impact. Over the past 15 years, she has navigated the fast-paced world of advertising and operations with clarity and conviction.
Throughout her career, Nisha has shaped brand narratives across diverse sectors, including FMCG and retail. She not only understands the pulse of marketing ecosystems but also masters the art of translating vision into action. Her sharp insights help brands create campaigns that are both innovative and deeply aligned with client goals.
At Prose On Pixels, she leads with a focus on efficiency and collaboration. Every process she refines aims to enhance both creativity and client satisfaction. She builds systems that encourage agility, encourage problem-solving, and strengthen team synergy. Instead of following static frameworks, she adapts constantly to changing business dynamics and evolving customer expectations.
Scaling Growth Strategies Across Key Markets
In her current role, Nisha oversees daily operations while scaling growth strategies across key markets in India. She ensures that business goals remain tightly aligned with the company’s global objectives. Her approach emphasizes strong client relationships, strategic foresight, and a commitment to sustainable success. By driving operational excellence, she empowers teams to deliver consistent value and create lasting impact.
Beyond metrics and milestones, Nisha believes leadership begins with people. She fosters a culture that values empowerment, trust, and accountability. For her, operations are not just about processes—they are about creating harmony between teams, technology, and vision.
In this engaging CXQuest conversation, Nisha shares how she leads transformation through a human-centered lens. She discusses how operational efficiency, creative collaboration, and customer experience together define the future of modern marketing in India’s rapidly evolving business landscape.
Welcome, Nisha Kapur, VP Operations India, Prose On Pixels (Havas)
Q1: How are you leveraging AI to create better personalized experiences while building trust with customers? What challenges have you faced?
NK: We’ve been using AI as a creative accelerator, a partner that helps us move faster and explore more ideas without losing the craft that makes the work feel human. It lets us tailor visuals, copy, and formats for different audiences, and it speeds up the early stages of ideation. We can generate style frames, write rough scripts, or play with concepts quickly, which means clients get to react to more possibilities much earlier in the process. On the production side, AI handles a lot of the tedious tasks like cleanup, versioning, and captioning, which frees our team to focus on storytelling and emotional clarity.
What really matters when it comes to AI and trust-building is how we talk about it. We’re transparent about when and how we use AI, and clients appreciate the added speed and flexibility. Of course, we’re constantly fine-tuning it and resetting expectations around the need for human refinement – as well as ethics, data sources, and licensing. Protecting our clients and maintaining our own creative integrity means being vigilant. We push it deliberately to make sure the work still feels like us.
Fostering Agility in CX Strategies
Q2: In a rapidly changing world, how is your organization fostering agility in CX strategies to anticipate and adapt to shifting customer needs?
NK: I believe agility in customer experience starts with paying close attention. In creative work, the fastest way to stay relevant is to listen. We watch real-time audience signals, social conversations, and performance data to understand what’s clicking and what isn’t. When something shifts, we can react quickly, and that gives us the ability to pivot concepts, formats, or messaging without losing momentum.
We’ve also shaped our workflows, so they support rapid prototyping. AI helps us generate early ideas, explore variations, and build modular assets that can be reassembled or evolved depending on what audiences respond to. Our production process is flexible by design, so testing and iterating doesn’t slow down creativity.
Moreover, strategy, creative, production, and tech all work together from the start, and this closeness allows faster decision-making and feedback loops, with the final content more aligned with what audiences want.
In a nutshell, we treat customer experience as something alive, something that constantly shifts with culture, technology, and human behavior. We monitor how people interact with our work and adjust touchpoints as needed. Agility is a process and a mindset.
Multimodal Support in Enhancing Customer Interactions
Q3. What role do you see for multimodal support (text, voice, video, etc.) in enhancing customer interactions in 2026?
NK: I see multimodal support becoming the default expectation. People don’t experience brands through a single channel anymore; they already move fluidly between formats. This is evolving and, of course, changing how we think about creative production.
What excites me most is the idea of cross-modal fluidity. A customer might start with a text prompt, switch to a voice explanation, then end with a personalized video that ties everything together. It becomes a single, continuous experience rather than a collection of silos. Our job is to build creative ecosystems that translate across all these modes without losing the brand’s voice or emotional intent. I see this becoming even more sophisticated in 2026, allowing us to deliver interactions that feel human and tailored, with wider room for creative stories and adaptation.
Q4. How are you addressing the growing demand for transparency in AI-driven decisions, and what strategies are proving effective in building customer trust?
NK: In creative production, clients need to know what’s shaping their work. So, we’re clear from the beginning about the role AI plays in ideation, personalization, and where human creative remains in charge. That clarity sets the tone early, and clients appreciate it.
We’re also upfront about data sources, licensing, and the way AI-generated elements are incorporated. Clients see the checkpoints, the human reviews, and the intentional choices guiding the work. Talking openly about the process as it unfolds has been especially effective, mainly reinforcing the “why” behind decisions. It nurtures confidence that the craft isn’t being outsourced to a machine.
Innovative Approaches to Align Customer Experiences
Q5: How is sustainability influencing your CX strategies, and what innovative approaches are you taking to align customer experiences with environmental and social responsibility?
NK: Sustainability shapes the way we think about customer experience from the ground up. We focus on making it an authentic part of both our creative decisions and our production practices – and a lot of our progress has come from rethinking how we produce work. We’ve shifted toward lower-impact workflows, and digital sets and AI-assisted pre-visualization help us avoid carbon-heavy reshoots and keep production excellence without losing quality. Our approach to reusable content allows us to reduce waste and creates more consistency across the journey.
Data plays a big role too. By looking at which experiences resonate most and require the least resource load, we can make smarter decisions about what to build, where to invest, and how to maximize impact without sacrificing craft.
Overall, having sustainability as a customer demand pushes us to be more intentional, to create work that is meaningful and made in a way that reflects our responsibility.
Balancing Global Scalability to Stay Competitive
Q6: How are you balancing global scalability with localized, culturally relevant customer experiences to stay competitive?
NK: Global scalability begins with strong creative systems – frameworks, narratives, and modular assets that can travel anywhere without losing identity. But staying competitive depends on how well we localize those systems. We combine AI-driven cultural insights with the instincts of local creative who understand the nuances, rhythms, and references that make a story feel genuinely rooted in a place.
That blend allows us to shift elements that feel authentic without drifting away from the global brand’s core voice. Our production pipelines are also built to support regional versioning – from language adaptations to region-specific scenes – so local relevance becomes really part of the process from day one. In the end, consistency matters and cultural specificity makes all the difference for the messaging to feel locally true.
Shaping the Future of Creative Operations and CX
Nisha Kapur’s perspective offers a clear window into the next phase of marketing innovation. She bridges creativity, technology, and operations with a balance few leaders achieve. Each insight she shares highlights her ability to connect vision with measurable outcomes.
Through her leadership at Prose On Pixels (Havas), she continues to demonstrate how operational strategy can become an engine for creativity. She shows that efficiency is not about speed alone—it’s about intelligent alignment and meaningful output. Under her guidance, teams build campaigns that speak distinctly to audiences yet remain grounded in purpose and precision.
Her approach to AI reflects both curiosity and caution. She embraces automation but never at the cost of authenticity. Transparency, trust, and human creativity stay at the center of every AI intervention. This disciplined balance allows Prose On Pixels to reimagine brand storytelling while maintaining emotional depth and ethical standards.
Perspective on Agility in Customer Experience
Equally significant is her perspective on agility in customer experience. Nisha treats agility as a mindset—one that thrives on awareness, adaptability, and empathy. She encourages teams to listen, not just respond. By aligning data insights with cultural understanding, she keeps creative decisions anchored in what customers truly value.
Her emphasis on sustainability and social responsibility gives the conversation a deeper relevance. In her view, sustainable CX is not an optional strategy—it’s integral to how brands build credibility today. Every choice, from production methods to content reuse, becomes an opportunity to act responsibly and inspire others.
Furthermore, her thoughts on multimodal and localized experiences point toward marketing’s next frontier. She envisions a world where interactions feel natural across channels, languages, and cultures. Global scalability, she believes, can successfully coexist with cultural authenticity, as long as empathy remains at the design core.
What emerges from this dialogue is a portrait of a leader who unites creativity and operational discipline (marketing and operations) in equal measure. Her philosophy underscores that real innovation comes not from radical disruption alone, but from consistent evolution—guided by purpose and powered by collaboration.
For CX professionals and business leaders alike, Nisha’s journey serves as a reminder: creativity thrives when processes strengthen it, not restrict it. The brands that will define the future are those that, like Prose On Pixels under her leadership, learn to balance intelligence with imagination, data with empathy, and performance with purpose.
At CXQuest, we believe leaders like Nisha Kapur illuminate the evolving relationship between customer experience, technology, and human creativity. Their stories redefine what it means to grow sustainably in a changing world—where every decision begins and ends with the customer.
