Kriti Kapoor » Global Director, Social Customer Care, HP
Kriti Kapoor leads Global Social Customer Care at HP Inc., a team that serves 10 million customers and responds to 100,000 incoming posts each month, on Online Communities, Facebook, Twitter and other key social networks. Kriti and her team are working to develop social media as an essential and integrated support channel at HP Inc. a $50B+ Billion industry leader in printing and personal systems. Since 2014, the team has rapidly expanded HP’s social care footprint to mobile messaging platforms, including Facebook Messenger, WeChat, Line and KakaoTalk, while developing a blueprint for “best in class” social care.
With a background in technical sales and marketing, Kriti understands the importance of customer experience and how it impacts brand loyalty. Over the last twenty years, she has worked across 3 continents, America, Europe, and Asia, and is an avid travel photographer. Kriti holds an MBA from the London Business School, and a B.Sc. in Computer Science from the National University of Singapore. She serves on the Advisory Board Member of the CMO Council Asia Pacific, and is an Executive Sponsor of HP’s Americas Women’s Leadership Council.