In today’s rapidly evolving global landscape, where digital transformation and customer expectations are reshaping entire industries, few leaders have managed to navigate the complex intersection of government services, technology, and citizen experience as successfully as Mr. Shikhar Aggarwal. As Joint Managing Director of BLS International Services Ltd., Mr. Aggarwal has been at the forefront of revolutionizing how citizens interact with essential services across 66 countries worldwide.
Shikhar Aggarwal Transformed BLS International Into A Global Powerhouse
Since his appointment to this pivotal role in 2014, Mr. Shikhar Aggarwal has transformed BLS International from a growing service provider into a global powerhouse that sets industry benchmarks in visa, passport, consular, and citizen services. His journey represents more than just corporate success; it embodies a vision of making government services more accessible, efficient, and customer-centric for millions of people worldwide.
What makes Mr. Aggarwal’s leadership particularly compelling is his unique blend of financial acumen and international business expertise. Armed with a degree from Delhi University, Chartered Accountancy credentials, and specialized training from the University of California, he brings a rare combination of analytical rigor and global perspective to customer experience strategy. This educational foundation has proven invaluable in understanding the nuanced demands of serving diverse populations across different cultural, regulatory, and technological landscapes.
Under his stewardship, BLS International has achieved remarkable milestones that few in the industry can match. The company’s expansion to over 66 countries, its distinction as the only listed company in this domain, and its recognition as a Forbes Asia Best Under a Billion company all speak to Mr. Aggarwal’s strategic vision and execution capabilities. More importantly, these achievements reflect his unwavering commitment to enhancing the customer experience at every touchpoint.
Shikhar Aggarwal on His Deeply Rooted Approach
Mr. Aggarwal’s approach to customer experience is deeply rooted in his belief that technology should serve humanity, not the other way around. This philosophy has guided BLS International’s investments in cutting-edge biometric solutions, e-governance platforms, and streamlined service delivery models that reduce wait times, eliminate bureaucratic bottlenecks, and provide citizens with transparent, reliable access to essential services.
The recognition Shikhar Aggarwal has received throughout his career – including the ET Global Indian Leaders 2022 Award, Young Achiever of the Year at Times Network’s National Awards 2018, Times 30 Under 30 Awards 2021, and Times 40 Under 40 Awards 2023 – underscores not just his business acumen but his impact on improving lives through better service delivery. These accolades reflect the broader industry’s acknowledgment of his innovative approach to solving complex customer experience challenges in the government services sector.
Today, as we sit down with Mr. Aggarwal, we have the opportunity to delve deep into his insights on customer experience excellence, digital transformation strategies, and the future of citizen services. His perspectives promise to offer valuable lessons for leaders across industries who are grappling with similar challenges of scale, complexity, and customer satisfaction in an increasingly connected world.
Interview: Shikhar Aggarwal
Q1. What initially drew you to the world of citizen services, and how has your perspective on customer experience evolved since you joined BLS International in 2014?
SA: What initially drew me to citizen services was the opportunity to grow in a more accessible, and human-centric approach to public service delivery. In 2014, BLS International entered this space to support governments in meeting rising demand, both in India and globally, by delivering high-quality, scalable Visa & Consular Services. This move didn’t just mark a new chapter of growth; it led to a deeper mission of simplifying how institutions connect with people during pivotal life moments.
Since then, I’ve had the privilege of witnessing our evolution from 1 country in 2005 to 70+ countries today. My perspective on customer experience has deepened; it’s no longer just about efficiency, but about trust and excellence. At BLS International, we remain committed to delivering seamless, secure services, be it visa facilitation, identity management, or consular support.
Q2. You’ve overseen BLS International’s expansion to over 66 countries. What are some of the most surprising cultural differences you’ve encountered in terms of customer expectations and service delivery preferences?
SA: Surprisingly, customer expectations around the world are more alike than different. Everyone values speed, reliability, and respect. What varies is how those expectations are expressed. In some cultures, a formal, structured approach is preferred; in others, warmth and personal connection matter more. At BLS International, we’ve learned to honour these nuances by localising service delivery while maintaining our global standards, ensuring every interaction feels both efficient and culturally attuned.
Everyday Insights
Q3. When you wake up in the morning, what’s typically the first customer experience metric or challenge that comes to mind? How do you stay connected to the ground reality of your services?
SA: Each morning, my focus is clear: customer trust. I start by reviewing real-time feedback, escalations, delays, or service gaps, because they reveal where attention is needed most. To stay grounded, I stay closely connected with frontline teams, visit application centres, and review direct customer interactions. True service excellence isn’t measured by reports alone. It’s felt in every citizen touch point. For us, trust isn’t assumed; it’s earned daily through responsiveness and accountability.
Q4. BLS International operates in a unique space where you’re essentially the bridge between citizens and governments. How do you balance the sometimes competing demands of regulatory compliance and customer satisfaction?
SA: For us, regulatory compliance is non-negotiable. It’s the foundation of trust with governments. As India’s global service delivery partner to the governments, it becomes imperative for us to protect the integrity and trust governments have in us to manage their services. But that doesn’t mean customer satisfaction takes a backseat. We bridge the two by embedding technology such as AI, facial biometrics, and others to ensure that we are able to provide an efficient customer experience. We also invest in designing systems that are both secure and seamless, ensuring public safety while delivering a smooth experience for citizens.
Operations Across 70 Countries
Q5. You’ve built operations across 70 countries – what are the key performance indicators that truly matter when measuring customer experience at this scale?
SA: At this scale, the KPIs that truly matter are reliability, clarity of communication, and speed. In government-to-citizen services, people aren’t just seeking support, they’re seeking certainty. We measure success by how clearly we guide users, how quickly we resolve issues, and how consistently we deliver. AI-powered tools now help us do this faster and more efficiently, without losing the human touch. Equally important is the trust we build by ensuring strict compliance with government protocols, safeguarding user privacy, and adhering to regulations like GDPR—especially when dealing with sensitive personal and official data.
Q6. From a strategic standpoint, how do you approach the challenge of standardizing service quality while maintaining the flexibility to adapt to local regulatory requirements and cultural preferences?
SA: We approach such challenges by building a strong foundation of standardized processes, systems, and governance to ensure consistent service quality globally. At the same time, we integrate local regulatory requirements and cultural nuances through adaptive compliance frameworks and modular technology. Our feedback mechanisms allow continuous improvement based on regional insights. Operational excellence ensures uniformity, while flexibility is embedded into every layer of execution. This balance enables us to deliver reliable yet locally relevant experiences.
Forbes Asia Best Under A Billion Company
Q7. BLS International is recognized as a Forbes Asia Best Under a Billion company. What specific customer experience innovations or transformations contributed most significantly to this recognition and your overall business growth?
SA: Our recognition by Forbes Asia is a result of consistent, customer-focused innovation. We were among the first in our sector to adopt AI to streamline processes, enhance security, and reduce turnaround times. Initiatives like facial-recognition-enabled appointment systems and an upgraded, user-friendly website have helped us deliver faster, more transparent, and reliable services, fueling both customer satisfaction and sustainable business growth.
Q8. How do you ensure seamless integration between biometric systems, e-governance platforms, and customer touchpoints across such diverse geographical and technological landscapes?
SA: We ensure seamless integration by building robust IT infrastructure that supports our partners, including governments and banks, through dedicated B2B2C portals. Our systems integrate biometric, e-governance, and customer platforms, backed by advanced data processing capabilities to handle large-scale, complex operations across diverse regions.
Different Definitions of Success
Q9. What’s your framework for identifying and prioritizing customer pain points when you’re dealing with multiple stakeholder groups – citizens, government entities, and regulatory bodies – each with different definitions of success?
SA: We approach stakeholder alignment through a structured framework that prioritizes clarity and impact. While citizens seek speed and simplicity, governments value compliance and scalability. Our role is to orchestrate these varied expectations into a unified service journey. By leveraging data insights, frontline feedback, and regulatory inputs, we identify friction points early and design solutions through technology that lead to operational excellence and public trust.
Q10. Looking at industry benchmarks, where do you see the biggest gaps between current customer experience delivery and emerging expectations, particularly in the post-pandemic digital-first environment?
SA: The most pressing gap lies in keeping pace with rapidly shifting visa policies and regulatory landscapes. In a post-pandemic, digital-first world, agility is paramount—we must constantly realign operations without disrupting service continuity. This requires smarter workflows, real-time updates, and a deep focus on customer communication to maintain trust and efficiency.
Times 40 Under 40
Q11. Your recent recognition with the Times 40 Under 40 Awards highlights your impact on the industry. What emerging trends in customer experience do you believe will most significantly reshape the citizen services sector in the next five years?
SA: Being recognised in the Times 40 Under 40 Awards is both humbling and a reflection of the collective impact we’ve made in transforming citizen services. As the sector evolves, I believe the most significant shift will be driven by intelligent automation—AI, biometrics, blockchain, and machine learning will not just streamline processes but redefine how citizens engage with governments. In a world increasingly overwhelmed by complexity, the winners will be those who create experiences that are seamless, secure, and universally accessible.
Advice For Leaders
Q12. Finally, as someone who’s successfully scaled customer experience operations globally, what would be your three most critical pieces of advice for leaders who are attempting similar transformations in complex, regulated industries?
SA: Scaling customer experience across complex, regulated industries is as much about discipline as it is about vision. It requires leaders to balance agility with accountability, and innovation with integrity. Drawing from my journey at BLS International, here are three principles I believe are critical:
1. Build with compliance: In regulated environments, trust is currency. Embedding compliance into the foundation of your operations doesn’t just mitigate risks, it leads to long-term credibility and operational stability.
2. Let technology elevate, not replace: Use digital tools to enhance transparency, speed, and accessibility, but never at the cost of empathy or human connection.
3. Stay grounded in reality: Transformation must be felt on the front lines. Engage with customers, frontline teams, and local partners to ensure your strategy resonates globally and adapts locally.
In the end, the leaders who succeed in this space are those who can lead in change that is both bold and deeply human, anchored in purpose, and powered by innovation.
Closing Notes
As our conversation with Mr. Shikhar Aggarwal draws to a close, it’s clear that his vision for customer experience excellence extends far beyond traditional service delivery metrics. His approach to transforming citizen services reflects a deeper understanding of how technology, empathy, and strategic thinking can converge to create meaningful impact in people’s lives.
Throughout our discussion, several key themes have emerged that define Mr. Aggarwal’s leadership philosophy and BLS International’s success story. First, his emphasis on cultural sensitivity and local adaptation while maintaining global standards demonstrates the sophisticated balance required in international service delivery. His insights into measuring ROI in government services challenge conventional thinking and provide a roadmap for other leaders in regulated industries.
Perhaps most importantly, Mr. Aggarwal’s focus on humanizing technology resonates strongly in an era where digital transformation often feels impersonal and disconnected from real human needs. His approach to building customer-centric cultures across diverse teams, managing complex stakeholder relationships, and maintaining service quality at scale offers valuable lessons for leaders across industries.
Awards
The recognition Shikhar Aggarwal has received – from the ET Global Indian Leaders Award to the Times 40 Under 40 – speaks not just to his business acumen but to his broader impact on improving how citizens interact with essential services. Under his leadership, BLS International has become more than a service provider; it has become a catalyst for positive change in the lives of millions of people worldwide.
As we look toward the future, Mr. Aggarwal’s predictions about emerging trends in customer experience, particularly in the post-pandemic digital landscape, provide important insights for industry leaders. His emphasis on proactive adaptation, continuous innovation, and maintaining human connection in increasingly digital interactions offers a blueprint for sustainable growth in complex, regulated environments.
The story of BLS International under Mr. Aggarwal’s leadership serves as a compelling case study in how visionary leadership, strategic thinking, and unwavering commitment to customer experience can transform not just a company, but an entire industry. His journey from joining the company to becoming Joint Managing Director and leading its global expansion demonstrates the power of combining analytical rigor with genuine empathy for customer needs.
Inspirational and Practical
For leaders in customer experience, government services, and international business, Mr. Aggarwal’s insights provide both inspiration and practical guidance. His approach to building scalable, sustainable customer experience operations while navigating complex regulatory environments offers a masterclass in strategic leadership.
As BLS International continues to expand its footprint and enhance its service offerings, Mr. Aggarwal’s vision for the future of citizen services will undoubtedly continue to shape industry standards and customer expectations. His commitment to excellence, innovation, and customer-centricity positions both him and BLS International as leaders who will continue to drive positive change in the years to come.
We thank Mr. Shikhar Aggarwal for sharing his valuable insights and look forward to following BLS International’s continued journey in transforming customer experience in citizen services worldwide.
