Biography
Dr. Gautam Jha is a Research Associate at the University of Cambridge. Gautam holds a PhD in Customer Experience centric strategy, with a focus on how human and autonomous AI participation can drive qualitative differentiation in managing customer experience. His research has been featured in leading academic conferences, books, and forthcoming journal publications. With over 22 years’ experience, Gautam is a seasoned Digital Transformation Adviser, having led large-scale transformation initiatives across established businesses. He is presently leading research on AI adoption strategy to understand how we can use AI to make experiences more humane.
Gautam is a founder of CXMi that fuses over two decades as a transformation leader, delivering CX-led digital strategies for organisations such as M&S, Legal & General, Avaya, Telstra, and TVH Parts. Gautam’s research led to the creation of the CXMi framework (Attitudes, Capabilities, Methods), grounded in insights from 50+ senior leaders across 37 global firms. The CXMi framework provides a methodology to operationalize customer experience management (CXM) and transform firms with customer experience-centricity by applying intelligence (human + AI). Today, CXMi informs his executive teaching, assessments and advisory work to accelerate CXM and AI adoption blueprints worldwide.
Publications
Jha Gautam, Chandwani Jatin, Zaki Mohamed (Forthcoming). The shift to fast good service experience through digitalization : Lessons from KFC. In Kristensson, Per; Witell Lars, and Zaki, Mohamed (Eds.), Handbook of Service Experience. UK: Edward Elgar Publishing
Jha Gautam, Zaki Mohamed (2024), “Achieving excellence in managing customer experience” in AMA summer conference proceedings, Boston 2024
Wetzels Ruud, Zaki Mohamed, Jha Gautam,Wetzels Martin (2024), “Mapping the Evolution of B2B Service Research: A Large-Language Model-Based Topic Modelling Approach” in Servsig 24 Proceedings, Kedge Business School, Bordeaux, 2024
Blumel, Jan and Gautam Jha (2023), “Designing a Conversational AI Agent: Framework Combining Customer Experience Management, Personalization, and AI in Service Techniques,” in Hawaii International Conference on System Sciences 2023
Jha, Gautam and Mohamed Zaki (2023), “Customer experience centric transformation in B2B”, in QUIS 18 Proceedings, The 18th International Research Symposium on Service Excellence in Management, VinUniversity, Hanoi, 2023
Jha, Gautam and Mohamed Zaki (2022), “Digital acceleration in consumer retail : The role of technology in providing improvised customer experience,” in QUIS17 Proceedings, Editorial Universitat Polit`ecnica de Val`encia, 2022
Jha, Gautam and Mohamed Zaki (2022), “Customer experience management: The blend between autonomous AI and humans in the service ecosystem,” in Servsig 22 Proceedings,University of Strathclyde, Glasgow, 2022
