Swagatika Palai

Dynamic Business Transformation Consultant with nearly 3 years of experience delivering AI-driven digital transformation, customer experience, and strategic consulting engagements for enterprise clientele. Experienced in leveraging Generative AI and Agentic AI to solve complex business challenges, including driving a 50% reduction in service turnaround time for a global automotive client. Strong background in client consulting, stakeholder management, cross-functional collaboration and strategic offer development to accelerate business transformation and sustainable business growth.

Consultant – Customer Experience Advisory and Client Consulting at CAPGEMINI (2024-10 – Present)

• Secured a €3M Mobile App Transformation Program win without competitive RFP by orchestrating a strategic client visit, driving executive engagement, and facilitating consultative discussions on digital transformation priorities.
• Orchestrated a strategic client engagement, showcasing AI accelerators and proven transformation success stories to drive client alignment on a Drupal Statement of Work (SoW) and earn an invitation to present enterprise capabilities to senior business leadership.
• Spearheaded 25+ high-impact client visits quarterly, designing strategic agendas and coordinating stakeholder engagement to strengthen client relationships and accelerate deal progression.

Generative AI Marketing POC at CAPGEMINI (2024-10 – Present)

• Improved CX metrics (NPS, CSAT) by 24% by driving the development of an Agentic AI Marketing POC leveraging Azure OpenAI and Adobe Firefly to deliver three strategic retail use cases and deliver hyper personalised customer experiences using a Generative AI Style Assistant.
• Showcased the solution at a Global Leadership Summit, contributing to the company's recognition as a Leader in the "Marketing Services PEAK Matrix Assessment 2025".

Associate Consultant - GenAI for Customer Experience at CAPGEMINI (2023-08 – 2024-10)

• Achieved a 50% reduction in turnaround time by spearheading Product Ownership for a Contact Centre as a Service (CCaaS) solution POC, leading cross-functional collaboration to deliver a Copilot enabled Dynamics 365 solution for a key EV charging company.

Business Development Intern at ZIGTAL (2022-05 – 2022-07)

• Engaged with 350+ B2B clients through consultative selling of AI-powered employee engagement solution, driving a 33% increase in conversion from marketing enquiry to software demonstration.

MBA – Welingkar Institute of Management Development and Research (2021 – 2023)

B.E. in Biomedical – University of Mumbai (2017 – 2021)