Schneider Electric’s New Chapter in Customer Experience: Welcoming Damini Chaudhari as Vice President–Services, Greater India Zone
Main Takeaway: Schneider Electric’s appointment of Damini Chaudhari as Vice President–Services for the Greater India Zone underscores its unwavering focus on customer experience (CX) excellence. By combining her M&A and strategy expertise with proven CX practices, the company aims to elevate service delivery, deepen digital engagement, and accelerate sustainable growth across India.
1. Setting the Stage: Schneider Electric’s CX Evolution
Since its inception, Schneider Electric has championed digital transformation and sustainability. Yet in recent years, the firm has placed CX at the heart of its strategy. For example, Schneider shifted from an on-premises Genesys Engage™ solution to Genesys Cloud™. As a result, it saw measurable improvements in both customer satisfaction and employee engagement. Moreover, Schneider paired its CX investments with data-driven insights. In partnership with Medallia, the company integrated customer survey signals across 80+ country websites. Consequently, it boosted net promoter score (NPS®) by 34 points and reduced clicks to find products.
Thus, Schneider Electric transformed not only its technologies but also its customer-centric culture. Accordingly, it now views CX as a growth engine rather than a cost center. Against this backdrop, the recent leadership transition in India carries immense significance.
2. Leadership Transition: From Ramesh Jha to Damini Chaudhari
On October 1, 2025, Schneider Electric will welcome Damini Chaudhari as Vice President–Services, Greater India Zone. She succeeds Ramesh Jha, now SVP for Global Services Strategy and Operations. This change embodies Schneider’s commitment to building continuity and nurturing talent.
- Strategic Continuity: By elevating a homegrown leader, Schneider ensures service excellence remains uninterrupted.
- Talent Pipeline: Both Damini’s progression and Ramesh’s global role showcase a robust leadership pipeline.
- Zone Importance: Greater India remains a critical hub, fuelled by over 38,000 employees and 31 factories.
Furthermore, Deepak Sharma, Zone President and MD & CEO of Schneider Electric India, lauded Damini’s “exceptional leadership and strategic foresight.” He emphasized her role in driving transformative M&A and long-term strategy.
3. Damini Chaudhari’s CX Credentials and Vision
Damini joined Schneider Electric in 2016 as Director, Corporate M&A. Since then, she has led Strategy, M&A, Sales Excellence, and CSR functions. Notably, she played a pivotal role in the INR 14,000 crore acquisition of L&T Electrical & Automation business. She also steered Temasek’s strategic investment in Schneider Electric’s joint venture, further strengthening regional capabilities.
Moreover, Damini blends data-driven decision making with customer insight. She frequently collaborates with cross-functional teams to translate strategic initiatives into tangible customer benefits. For instance, her leadership in CSR initiatives often dovetails with community-based digital transformation projects. Consequently, she consistently elevates both social impact and customer trust.
In her own words, “My focus will be on strengthening momentum by bringing greater innovation, agility, and customer-centricity.” Through this lens, Damini plans to:
- Embed thought leadership to anticipate customer needs.
- Accelerate digital transformation journeys for service teams.
- Enhance customer value creation across the P&L.
By emphasizing agility, she aims to reduce service delivery cycles. Meanwhile, her innovation agenda will leverage AI-enabled tools to deliver predictive maintenance and proactive support. Consequently, customers will experience fewer disruptions and improved sustainability outcomes.
4. The CX Imperatives for Greater India Zone
Greater India presents unique CX challenges and opportunities. On one hand, customers demand 24/7 uptime across industries, from data centers to manufacturing. On the other, they require localized solutions that respect regional power constraints and regulatory frameworks. Therefore, Schneider Electric must tailor its services accordingly.
Key CX imperatives include:
- Seamless Omnichannel Engagement: Customers expect consistent experiences across field service, digital portals, and contact centers.
- Predictive and Proactive Services: AI-driven analytics can forecast equipment failures and optimize energy usage.
- Sustainability-Driven Outcomes: Clients increasingly value green technologies and carbon-reduction services.
- Community-Centric Initiatives: Projects such as climate smart villages demonstrate how AI and microgrids empower underserved communities.
Under Damini’s leadership, Schneider Electric plans to deepen partnerships with customers to co-create service models. This co-creation approach ensures solutions align with local market realities. Moreover, it fosters stronger customer loyalty and enhances net satisfaction scores.
5. Accelerating Transformation with Data and AI
Transitioning fluidly from conversational to analytical depth, it is crucial to understand how data and AI underpin Schneider’s CX strategy:
- Data Governance: Establishing robust data pipelines enables real-time monitoring of customer interactions.
- Customer Journey Mapping: By unifying touchpoints, Schneider delivers personalized and seamless experiences.
- Agentic AI: The firm pilots AI agents that can handle routine inquiries, freeing human experts for complex tasks.
- Emotional Intelligence in CX: While automation boosts efficiency, human empathy remains vital for high-touch interactions.
Additionally, Schneider plans to upskill service teams in data literacy and AI adoption. This aligns with the 2025 CX trend of reskilling to work alongside technology. Ultimately, data-driven insights will guide customer engagement strategies and optimize resource allocation.
6. Building a Customer-Centric Culture
For Schneider Electric, CX excellence extends beyond tools to include mindset and culture. The company’s “Impact Starts With Us” values—Inclusion, Mastery, Purpose, Action, Curiosity, and Teamwork—serve as a cultural compass. These values drive an employee value proposition that emphasizes learning and collaboration.
Consequently, service teams are more empowered to resolve customer issues swiftly. They leverage cross-functional expertise and share best practices across regions. This synergy enhances both speed and consistency in service delivery.
Moreover, Schneider’s internal customer experience program fosters a continuous improvement loop. Feedback from frontline teams is rapidly integrated into training, process design, and technology upgrades. As a result, customers see tangible improvements in service quality and response times.
7. Measuring Success: KPIs and Metrics
To ensure accountability, Schneider Electric tracks a comprehensive CX scorecard:
- Net Promoter Score (NPS®): Gauges customer loyalty and likelihood to recommend.
- Customer Effort Score (CES): Measures how easy it is for customers to get issues resolved.
- First-Time Fix Rate (FTFR): Assesses the efficiency of field service interventions.
- Digital Adoption Rate: Monitors usage of self-service portals and mobile apps.
- Sustainability Impact Metrics: Quantifies carbon savings and energy efficiency improvements.
By aligning incentives with these metrics, Schneider reinforces a performance-driven culture. Moreover, transparent dashboards enable real-time insights for leaders like Damini Chaudhari.
8. Future Outlook and Strategic Recommendations
Looking ahead, Schneider Electric’s CX journey in India will hinge on three strategic pillars:
- Integrated Service Ecosystem: Combine digital tools, field services, and partner networks to deliver end-to-end solutions.
- Advanced Analytics and AI: Scale predictive maintenance, virtual assistants, and real-time monitoring.
- Human-Centered Design: Balance automation with empathetic human interactions for complex customer needs.
By embedding these pillars across the Greater India Zone, Schneider can sustain its competitive edge. Additionally, it can contribute meaningfully to India’s digital and sustainability goals. Through Damini’s leadership and strategic vision, the company is well-positioned to turn service delivery into a lasting differentiator.
Conclusion: Schneider Electric’s appointment of Damini Chaudhari marks a pivotal moment in its CX evolution. By leveraging her strategic acumen and deep CX capabilities, the company will accelerate digital transformation, optimize customer journeys, and drive sustainable growth. In doing so, Schneider Electric will continue to set new benchmarks for service excellence in India and beyond.
