Vinay Parmar

Vinay Parmar is recognised as one of the top 50 global influencers in Customer Experience by the CX Network and is included in the top 30 of the CX Foundation’s Power 100. A former Chief Customer Experience Officer in an FTSE 250 business, Vinay has over three decades in CX across diverse industries. He’s not a theorist; Vinay’s been in the trenches and earned his stripes delivering in the real world. Today, as the founder of Dhruva Star, a consultancy dedicated to transforming customer experience, Vinay leverages over 30 years of cross-industry expertise to deliver more happy customers. Vinay began as part of the team that launched Egg, the UK’s first pure online bank. An early digital disruptor, Egg revolutionised the financial services market in the 90s. He later became Chief Customer Experience Officer for the UK’s leading public transport brand, National Express, where he drove the customer agenda in a commercially and operationally focused business, achieving record Customer Satisfaction and NPS. In addition to leading Dhruva Star, Vinay is a highly respected speaker at industry conferences and leadership events. Vinay's passion and energy, along with infectious enthusiasm for customer experience, have translated into an impressive career and recognition as one of the top CX leaders in the industry. Known for his brilliant storytelling, he delivers dynamic, thought-provoking, and inspiring keynotes that engage audiences and encourage them to adopt a customer-first mindset and innovate confidently. Vinay's philosophy champions the power of customer-centricity in achieving business success, urging companies to embrace innovative thinking and challenge conventional strategies.