The New Age of Customer Experience in Education: Insights from Mr. Devender K Saini, Group Chief Strategy Officer, Medhavi Skills University
In today’s competitive and evolving education landscape, the role of Customer Experience (CX) has moved far beyond service desks and feedback forms. Especially in the domains of education and upskilling, CX now defines the very foundation of learner engagement, satisfaction, and success.
Customer Experience: Core to Institutional Identity
According to Mr. Devender K Saini, Group Chief Strategy Officer at Medhavi Skills University (MSU), the concept of CX has taken on a transformational role. “Customer Experience in education and upskilling is no longer limited to classroom delivery, it’s now a core element of our institutional identity and impact,” he explains.
At MSU, CX is intricately tied to designing a smooth, transparent journey for learners. This approach aligns educational pathways with the individual’s career goals. Moreover, it ensures students receive academic, emotional, and professional support. Importantly, CX also caters to industry partners seeking skilled talent. “For us, great CX translates directly into learner retention, job readiness, and long-term trust with both students and employers,” Mr. Saini adds. Clearly, customer experience is no longer a supporting function—it has become central to how success is defined.
Facing the Challenges Head-On
Despite the progress, challenges remain. One significant difficulty lies in offering personalized support at scale. “Our learners come from diverse geographies, socio-economic backgrounds, and learning levels, which makes a one-size-fits-all approach ineffective,” Mr. Saini shares.
Furthermore, MSU must address the dual nature of its customer base—students and employers. These groups have vastly different expectations, creating additional complexity. Balancing academic content with market relevance is essential, yet difficult. Timely engagement and mentorship add further layers of operational complexity.
“Ensuring every learner feels seen and valued—especially in a hybrid or remote learning environment—is an ongoing challenge we are deeply focused on addressing,” says Mr. Saini. This highlights MSU’s proactive commitment to overcoming systemic barriers using innovation and empathy.
Strategies That Deliver Tangible Results
In the face of these challenges, MSU has developed innovative strategies to strengthen CX. A standout approach has been co-creating programs with industry partners. This ensures immediate applicability in the workplace. “This employer-driven model not only improves learning outcomes but also strengthens placement pathways,” Mr. Saini notes.
Additionally, MSU has established continuous feedback loops across all touchpoints—from onboarding to course completion and beyond. These loops enable quick adaptation to learner needs and market changes. Digital tools also play a pivotal role. They support proactive mentorship, real-time performance tracking, and regular communication. As a result, learners remain engaged, motivated, and connected throughout their journey.
Moreover, MSU treats students as partners rather than passive recipients. “Most importantly, we treat learners as partners in the journey, not just recipients of education, which builds a deep sense of trust and ownership,” Mr. Saini emphasizes. This approach transforms the learner experience into a shared mission, rather than a transactional exchange.
The Future of CX in Education
Looking forward, the CX landscape in education will undergo even more profound changes. Mr. Saini envisions a future defined by personalization, adaptability, and outcome-based value. “Learners will expect more flexible, modular learning models that they can access on their terms,” he predicts.
Institutions will need to harness data-driven insights to tailor education according to individual goals, strengths, and aspirations. The role of educational institutions will expand. They will become lifelong partners, providing continuous career support, industry linkages, and hands-on exposure.
“In this evolving landscape, customer experience won’t be a department, it will be the heart of how education is delivered and valued,” Mr. Saini concludes. This vision redefines the entire academic ecosystem, with CX serving as its pulse.
Medhavi Skills University: A Trailblazer in CX-Focused Education
Chartered under the Sikkim Act, 2021, and recognised by the UGC in March 2022, Medhavi Skills University is India’s pioneering skills-based university. MSU stands apart by embedding the principles of the National Education Policy 2020 in an industry-led format. It seamlessly blends academic excellence with practical skills training, creating real-world-ready professionals.
Founded by Mr. Pravesh Dudani and Mr. Kuldip Sarma, both renowned figures in skilling and higher education, MSU is reshaping traditional learning pathways. The institution actively partners with industries for curriculum design, programme delivery, and on-the-job apprenticeships. This model ensures that what students learn translates directly into workplace readiness.
With accolades like The Economic Times Best Education Brand 2023 and recent wins at IndiaSkills 2024, MSU’s commitment to excellence is widely recognised. Its partnerships with NSDC and NCVET further enhance its capacity to offer robust and future-ready education.
Through the Medhavi Foundation, MSU also works toward social inclusion. Having trained over 2.5 lakh candidates and placed more than 1.9 lakh, it stands as a beacon of diversity and empowerment. Its focus on DEI has led to the inclusion of youth with special needs across multiple sectors.
Conclusion: CX as the Heartbeat of Future Education
In conclusion, the future of education and upskilling hinges on the depth and quality of customer experience. As Mr. Devender K Saini illustrates, institutions that place CX at the core of their strategy stand to build long-term trust, enhance learning outcomes, and future-proof their impact.
By listening to learners, collaborating with industry, and embracing flexibility, Medhavi Skills University exemplifies how education can evolve into a meaningful, outcome-driven journey. Through strategic leadership and a bold CX vision, MSU is not just educating—it is empowering.
