Ever watched a promising candidate abandon a hiring journey halfway through?
The application felt clunky. The recruiter sounded rushed. Feedback arrived late—or not at all. By the time the offer came, trust was gone.
For CX and EX leaders, this scenario feels uncomfortably familiar. Candidate experience today mirrors customer experience. Fragmented systems, siloed teams, and half-deployed AI often break journeys before value emerges.
That is why Ensono’s appointment of Shweta Sharma as Senior Director, Talent Acquisition for India operations deserves closer attention—not just as a people move, but as a strategic CX and EX signal.
Announced from Bengaluru on January 19, 2026, the leadership decision reflects how enterprise technology firms are rethinking talent acquisition as a core experience function, not an HR back office.
This article explores what the move means for CX and EX leaders navigating workforce transformation, AI adoption, and experience-led growth.
What Does Ensono’s Appointment Signal for CX and EX Leaders?
Short answer: Talent acquisition is becoming an experience platform that shapes brand trust, agility, and innovation.
Ensono is a US-headquartered technology advisor and managed services provider, with over 4,000 associates globally. In India, it operates across Pune, Hyderabad, Chennai, and Bengaluru. The company works at the intersection of cloud, modernization, and digital transformation.
By elevating talent acquisition leadership, Ensono signals a shift many CX leaders already sense: employee journeys now influence customer journeys directly.
Hiring speed affects delivery timelines. Hiring quality affects service consistency. Above all, iring experience affects employer brand credibility.
Who Is Shweta Sharma, and Why Does Her Background Matter?
Short answer: She brings scale, AI fluency, and human-centered leadership to a complex talent ecosystem.
Shweta Sharma joins Ensono with over 18 years of experience transforming recruitment functions across global technology, banking, and product organizations.
Before Ensono, she led talent acquisition for multiple Stores Tech business lines at Amazon. There, she partnered closely with senior leadership to build high-performing recruiting teams and deliver technology hiring at scale.
According to Veena Khandke, SVP & Managing Director, Ensono India, Sharma’s appointment aligns with Ensono’s cultural ambitions:
“Her proven expertise in scaling talent acquisition strategies and embedding Diversity and Inclusion principles aligns perfectly with our vision of building a culture where innovation and inclusion thrive.”
For CX leaders, this matters. Amazon’s hiring environments demand operational rigor, real-time metrics, and experience consistency—skills transferable to complex customer ecosystems.
How Is Talent Acquisition Becoming a CX-Like Discipline?
Short answer: Recruitment now mirrors customer journeys, complete with moments of truth and trust gaps.
Modern talent acquisition faces challenges familiar to CX teams:
- Disconnected systems across sourcing, interviews, and onboarding.
- Over-automation without empathy.
- AI tools that optimize efficiency but erode trust.
- DEIB goals treated as compliance, not experience design.
Sharma’s mandate at Ensono includes architecting scalable, experience-led recruitment solutions. Her approach integrates technology with human judgment—an idea CXQuest frequently explores across journey orchestration and AI governance themes.
Robin Monical, Vice President, Talent Acquisition at Ensono, highlights this balance:
“Her ability to integrate artificial intelligence-driven solutions with human-centred leadership will help us stay ahead in a rapidly evolving talent landscape.”
This mirrors a broader CX truth: automation without empathy increases churn, whether the user is a customer or a candidate.
What Role Does Generative AI Play in Workforce Experience?
Short answer: GenAI amplifies decision-making when paired with ethical design and clear intent.
Sharma is a strong advocate for Generative AI in recruitment, having piloted AI-driven initiatives across:
- Sourcing intelligence
- Workforce planning
- Recruitment marketing
- Hyper-personalized employer branding
These initiatives streamlined operations and improved decision quality. More importantly, they positioned organizations as data-driven yet human employers.
For CX leaders struggling with AI adoption gaps, the lesson is clear: start with experience outcomes, not tools.
At CXQuest, similar patterns appear in customer-facing AI deployments. Success comes when teams define trust, transparency, and inclusion upfront.
How Does DEIB Strengthen Both Employee and Customer Experience?
Short answer: Inclusive hiring builds cognitive diversity, which improves problem-solving and service empathy.
Sharma has embedded DEIB principles end-to-end, not as hiring quotas but as experience design.
Inclusive hiring improves:
- Product relevance across markets
- Cultural fluency in service teams
- Psychological safety, enabling innovation
For global firms like Ensono, serving enterprise clients across industries, this diversity directly influences customer outcomes.
CX and EX leaders often treat DEIB as parallel initiatives. Ensono’s move suggests convergence—DEIB as a growth lever.
What Framework Can CX Leaders Borrow from Modern Talent Acquisition?
Short answer: Treat every internal journey like a customer lifecycle.
Here is a simple Talent-to-Experience Framework CX leaders can adapt:
| Stage | Talent Lens | CX Parallel |
|---|---|---|
| Attract | Employer brand clarity | Awareness and trust |
| Engage | Candidate communication | Consideration experience |
| Select | Fair, data-backed decisions | Conversion integrity |
| Onboard | Early productivity support | Activation success |
| Grow | Learning and mobility | Retention and loyalty |
This structure reduces silos between HR, IT, and CX teams.
Common Pitfalls CX and EX Leaders Must Avoid
Short answer: Scaling tools without aligning intent breaks experience continuity.
Watch for these traps:
- Implementing AI without bias audits.
- Measuring speed but ignoring sentiment.
- Treating employer branding as marketing only.
- Ignoring recruiter experience while fixing candidate experience.
Sharma’s track record shows success comes from systems thinking, not isolated fixes.
Why This Matters Now for Indian Enterprises
Short answer: India’s talent market demands speed, trust, and personalization—simultaneously.
With Ensono expanding its India footprint, workforce transformation becomes a strategic priority. Technology firms compete for the same digital skills powering CX transformation.
Leadership appointments like this reflect a broader shift: experience leadership is moving upstream, into how organizations hire, enable, and grow talent.
Key Insights for CXQuest Readers
- Talent acquisition is now an experience engine.
- AI must enhance judgment, not replace it.
- DEIB works best when designed into journeys.
- CX, EX, and TA share the same trust challenges.
- Leadership roles increasingly demand cross-functional fluency.
Frequently Asked Questions
How does talent acquisition impact customer experience?
Hiring quality and speed directly affect service delivery, innovation, and consistency across customer touchpoints.
Can AI-driven recruitment harm candidate trust?
Yes, if transparency and bias controls are missing. Ethical design preserves trust.
What CX metrics apply to recruitment?
Time-to-feedback, journey drop-offs, sentiment scores, and NPS-style advocacy measures.
How can CX teams collaborate with HR effectively?
Align on shared journey maps, data platforms, and experience principles.
Is DEIB measurable in experience outcomes?
Yes. Diverse teams correlate with higher innovation, empathy, and problem-solving.
Actionable Takeaways for CX and EX Leaders
- Map candidate journeys like customer journeys.
- Audit AI tools for bias and transparency.
- Align TA metrics with CX outcomes.
- Embed DEIB into journey design, not policy decks.
- Invest in recruiter experience as an internal CX.
- Use employer branding as trust-building, not promotion.
- Create cross-functional experience councils.
- Treat hiring as the first moment of customer impact.
Leadership moves like Ensono’s appointment of Shweta Sharma show where experience strategy is heading—upstream, integrated, and human at scale.
For CXQuest readers, the message is simple: experience starts long before the customer logs in.
