Gaurav Maheshwari has joined ETS as Director – Client Experience, bringing over 18 years of leadership experience across customer experience (CX), operations transformation, and digital service innovation. Based in NCR, he is known for building scalable support ecosystems and translating Voice of Customer insights into measurable business outcomes.
Throughout his career, Gaurav has consistently focused on transforming large-scale CX operations through a balanced approach that combines data-driven decision-making, automation, and structured quality frameworks. His experience spans CX strategy, service delivery, and operational excellence, with a strong emphasis on leveraging technology to enhance engagement, improve responsiveness, and elevate customer satisfaction across regions.
Prior to joining ETS, Gaurav spent over nine years at Adobe, where he led global customer engagement and CX insights programs across mobile applications and digital support ecosystems. He played a key role in unifying fragmented support channels across APAC, EMEA, and North America—resulting in faster response times, improved CSAT outcomes, and automation-led efficiencies without additional operational overhead.
Earlier in his career at Dell Technologies, Gaurav held multiple leadership roles across voice, chat, and digital support operations. He was instrumental in building scalable support models, implementing analytics-driven governance, and leading multilingual teams to deliver consistent, high-quality customer experiences across diverse markets.
Gaurav is recognized for building high-performing teams and driving customer-centric transformation at scale.