Designing Customer Experience for Speed, Trust, and Resilience Ft. Sarv Saravanan, Commvault

In an AI-led world where workflows are getting commoditized and customer expectations are rising, what truly separates companies that live customer centricity from those that use it as lip service?   For Sarv Saravanan, Chief Customer Officer at Commvault, the answer lies in designing customer experience as an end-to-end operating model - one that connects product, engineering, partners, AI, and leadership around customer outcomes.   In this episode of the Zinnov Podcast, Sarv joins Nitika Goel, Managing Partner & CMO, Zinnov, to discuss how customer experience is being redefined for speed, trust, and resilience.   Sarv shares why customer centricity cannot sit in isolated functions or rely on bolt-on tools, but must be built into the product, operating model, partner ecosystem, and leadership culture. He also explores how AI is simplifying customer journeys, improving self-service, and empowering teams to focus on higher-value outcomes, while underscoring the need for governance, security, and trust. The conversation also examines how mature GCCs are strengthening customer proximity through faster product feedback, cross-functional collaboration, and outcome delivery.   Tune in for a sharp conversation on what it takes to make customer centricity real in the AI era.