Redefining CX in Education: A Human-Centered Approach from Shantanu Prakash
Customer experience (CX) is no longer exclusive to retail or tech. It is transforming education too. In fact, CX in education may be the most impactful of all, shaping not just decisions—but destinies.
For decades, educational institutions focused on curriculum, infrastructure, and rankings. While those elements matter, they often missed one critical piece: how families and students feel throughout their journey. As the Founder of The Millennium Group of Schools, Shantanu Prakash has been at the forefront of this shift. He believes that CX in education must evolve from transactional thinking to emotional connection.
Understanding CX in Education
Most industries define CX in terms of efficiency and satisfaction. But education is deeply personal. Every choice—whether about enrollment, teacher interaction, or daily communication—carries emotional weight. Schools must go beyond academics and consider how every touchpoint impacts the learner and their family.
Shantanu Prakash says it best:
“In most industries, customer experience is about satisfaction. In education, it’s about shaping lives. Every interaction — from a phone call to a parent to how a student feels walking into school — carries emotional weight. This isn’t a quarterly transaction. It’s a decade-long journey of trust, care, and transformation.
The real challenge? Education hasn’t always seen families as ‘customers’—but they are. They’re choosing not just a curriculum, but a culture. What’s worked for us is reimagining every touchpoint through the lens of empathy — simplifying processes, listening actively, and responding with heart.
The future of CX in education lies in building human-centred systems powered by technology but anchored in warmth. When parents feel heard, students feel seen — and institutions earn loyalty that lasts a lifetime.”
— Shantanu Prakash, Founder, The Millennium Group of Schools
This quote encapsulates the essence of CX in education: lasting, trust-based, and emotionally driven.
The Shift: From Service Delivery to Emotional Engagement
Traditionally, schools offered information. Now, they must offer connection. For instance, when a parent calls the school, it’s not just about logistics. It’s a chance to reassure, listen, and build confidence. When a child enters a classroom, the space should feel welcoming—not intimidating.
Even administrative processes like admissions or report cards must feel fluid and human. Long forms, delayed responses, and impersonal emails break trust. By contrast, clear communication, easy access, and proactive updates create reassurance.
Thus, it’s not about adding features—it’s about removing friction.
Building Empathetic Touchpoints
One major insight from Shantanu Prakash is the idea of viewing touchpoints through the lens of empathy. Schools must stop assuming what families want. Instead, they must listen.
Empathy leads to better onboarding for new students. It leads to more supportive parent-teacher conferences. It even guides how schools manage setbacks—be it academic struggles or behavioral challenges.
By understanding that each family carries a story, schools can personalize responses and make everyone feel seen.
Technology + Warmth: A Balanced Future
Technology plays a growing role in education. From AI-powered assessment tools to digital classrooms, the opportunities are vast. However, Shantanu Prakash issues a gentle reminder: technology must not replace human touch—it must enhance it.
A chatbot can answer queries, but only a teacher can notice if a student looks worried. A parent portal can show grades, but only a counselor can guide when those grades fall.
Therefore, the winning formula for CX in education is technology + empathy.
The Millennium Way: Setting New Benchmarks
Under Shantanu Prakash’s leadership, the Millennium Group of Schools has consistently prioritized a student-first, parent-respecting approach. Their Millennium Learning System is not just a curriculum—it’s a philosophy that puts emotional well-being at the heart of learning.
By focusing on stress-free, student-centric education, the Millennium Schools show that academic success and CX excellence can go hand in hand.
Moreover, Prakash’s earlier work with Educomp Solutions—which introduced Smart Classrooms in India—proves his commitment to modernizing education with purpose. By integrating digital tools with classroom teaching, he has empowered both students and teachers to engage more deeply.
Empowering All Stakeholders
Excellent CX in education doesn’t end with students and parents. It extends to teachers and support staff as well. A teacher who feels supported delivers better lessons. An administrator who feels heard will handle families with more care.
Mr. Prakash believes in creating environments where everyone—from the security guard at the gate to the principal—feels part of a shared mission.
Only then can institutions build a culture of trust that translates into consistent, positive experiences.
What Schools Can Do Today
- Start with listening. Send regular surveys to families and staff. Gather feedback honestly.
- Simplify processes. Remove unnecessary steps in admissions, fee payment, or feedback.
- Train for empathy. Offer regular training in soft skills for all staff members.
- Invest in people-first tech. Choose systems that improve communication, not just automation.
- Celebrate milestones. Recognize students, teachers, and even parents for their efforts.
- Communicate proactively. Don’t wait for problems. Share updates, wins, and changes clearly and regularly.
Looking Ahead: 2025 and Beyond
As Mr. Prakash supports AI in education startups, he aims to make 2025 a landmark year for innovation. He envisions a future where AI aids personalization but schools remain deeply human.
That future isn’t far. With leaders like Shantanu Prakash driving change, education can become not just a service—but an experience that transforms lives.
Conclusion
Customer experience in education is no longer optional. It’s essential. As Shantanu Prakash reminds us, it’s not about quarterly scores—it’s about a decade-long journey of care. When schools embrace empathy, simplify systems, and use tech wisely, they don’t just teach better—they connect better.
And when families feel connected, they stay. For a lifetime.
