Amrinder Kaur has more than 11 years of working experience in diverse academic and corporate profiles. She has worked as an academician, researcher and consultant in a number of organisations in various profiles to contribute to their business success. During this early stage of her career, she has worked primarily with pharmaceutical organisations such as DSM Anitinfectives and Jubilant Organosys. She later worked as a lecturer at Netaji Subhash Institute of Management Sciences, India, before undertaking her doctoral research at Ansal University, India. She has also done consulting projects for Hexagon Analyst and Consulting Services Pvt. Ltd. in customer experience management space through customized research studies and insights.
She is a researcher specializing in research analytics and insights. She holds a BTech in Chemical Engineering, an MBA from IMT Ghaziabad, India, with a major in operations and minor in marketing management, and has submitted her doctoral thesis for her PhD. Her doctoral research concerns measuring sustainability in the supply chain management of Indian manufacturing organizations. She has also contributed to peer-reviewed national and international publications indexed in SCOPUS, Proquest, etc. She also reviews research manuscripts in SCOPUS indexed journals. She is qualified in UGC-Net for lectureship in management.
Amrinder is a practitioner in customer experience/satisfaction and has been involved extensively in B2B/B2C customer satisfaction surveys. She co-founded the consultancy and training firm Pink Guava Consulting, specializing in customer experience management, to support organisations in their journey for greater customer engagement. Through Pink Guava Consulting, she provides organisations with customized solutions to support and enhance customer sensitivity in their culture, customer advocacy and retention through strategic customer experience management.
She has a number of academic interests and has been teaching various modules in colleges in order to be in touch with budding professionals. Her skills include academic research, including questionnaire preparation, data analysis (descriptive, diagnostic and predictive); customer experience strategy and training; customer experience management through improvement in the 5Ps (product, process, premise, policy, people); strategic planning / program management, including sustainability; customer journey mapping; client engagement multiunit operations management; product road map and deployment management; business analytics; and sustainability practices and metrics.
Amrinder has particular research interests in sustainability, sustainability reporting, customer experience management, customer journey mapping, and consumer research. She is currently working to understand how sustainability disclosures are enhancing customer experience management for organisations by focusing on a couple of sectors/industries in India.