Kriti Kapoor

Kriti leads Social Customer Care at HP globally, serving 10 million customers on its Support Forums, responding to 100,000 online conversations in eight languages on 104 social media channels across 95 countries each month. Social Customer Care HP's fastest growing channel of customer service.

Kriti and her team are working to develop social media as an essential and integrated support channel for HP Inc. This includes monitoring trends in online social behavior and customer expectations for post-sales brand support, defining standards and approaches to deliver industry leading social customer service, growing and fostering its community of volunteers, developing HP’s presence on key social media channels, forecasting demand and partnering with support operations on agents needed, managing external communications, establishing social insights as a service to efficiently harvest and report on relevant customer needs, and overseeing HP’s Social Customer Care Command Center.

With a background in marketing, Kriti understands the importance of customer experience and how it impacts brand loyalty. She has worked in 3 continents, America, Europe, and Asia, and has traveled to 43 countries; her experience allows her to understand and adapt to changing customer needs locally and globally.

Kriti holds an MBA from the London Business School and a B.Sc. in Computer Science from the National University of Singapore. She also serves on the Advisory Board Member of the CMO Council Asia Pacific and is a Member of SocialMedia.org.