Welcome to CX

In this video, you will be getting to know the core philosophy and operational architecture that drives one of India’s largest digital payment platforms. We will take a deep dive into the "Anatomy of the CX Machine," exploring how PhonePe moves beyond traditional customer support to a "Prevention-First" model. You’ll learn about the four strategic pillars—Issue Prevention, Ticket Prevention, Automation, and Operational Efficiency—and how they work together as a funnel to resolve queries in the fastest, most satisfying way possible. We will also introduce the key teams and metrics, such as CTT and NPS, that ensure every part of this complex engine is optimized for consumer delight and brand trust. Click on the video.