New Delhi: As the world embraces the dawn of the Industrial Revolution 5.0, where human ingenuity and cutting-edge technology converge to transform industries, Vertex Group is making significant strides to define the future of business operations. Headquartered in Times Square and recognized globally for its leadership in technology-enabled business transformation, Vertex Group has announced the strategic appointment of industry veteran Krishna Gautam as Associate Managing Director. He will look after the India operations of Vertex Global Services, the BPM wing of Vertex Group. This move comes as the company envisions a comprehensive transformation designed to propel the company into a new era of technological advancement through Vertex 2.0. This transformative reinvention intends to bring together advanced digital technologies and unmatched human expertise to redefine how businesses operate, innovate, and interact in the digital and AI driven era.
Krishna Gautam brings with him over 18 years of distinguished experience in customer support, operational leadership, and digital transformation. Under Krishna Gautam’s visionary leadership, Vertex Group aims to set new benchmarks in digital innovation and operational excellence, strengthening the roadmap for becoming a 1,000-crore global powerhouse that remains firmly rooted in a human-centric ethos. A recognized champion of technology-driven initiatives, Krishna has consistently leveraged emerging digital tools to enhance business outcomes.
“At Vertex Group, we are committed to pushing the boundaries of digital transformation by empowering visionary leaders who can navigate the complexities of today’s tech-driven landscape,” said Gagan Arora, Founder and President of Vertex Group. “Krishna Gautam brings an exceptional track record in operational excellence, cutting-edge technology, and elevating customer experience qualities that perfectly align with our mission for Vertex 2.0. His deep expertise in digital innovation and next-generation solutions will be instrumental as we embark on this transformative journey, positioning Vertex Group at the forefront of global business evolution. Krishna’s leadership will further boost our goal of becoming a 1,000 crore global powerhouse, delivering breakthrough growth, pioneering innovations, and solidifying our position as a future-ready, tech-enabled organization.”
Prior to this appointment, Krishna served as Vice President of Customer Experience at Urbanic, where he played a pivotal role in shaping the company’s technology-enabled customer experience strategy and elevating customer satisfaction across all channels. His expertise in deploying innovative tech solutions will add tremendous value to Vertex Group’s ongoing digital evolution.
During his tenure at Urbanic, Krishna spearheaded end-to-end customer experience initiatives, leveraging CX automation, data-driven insights, and cross-functional collaboration to deliver seamless and exceptional customer journeys. His expertise spans customer experience strategy, Net Promoter Score (NPS), Customer Satisfaction (CSAT), people management, and product management. He is widely recognized for his ability to harness analytics to guide strategic decision-making, drive performance improvements, and foster a people-centric, collaborative work culture. Krishna’s professional journey includes key leadership roles at Times Internet and Urban Company, where he drove critical customer experience initiatives and process innovations.
Krishna Gautam said, “I am excited and thrilled to be a part of Vertex Group at this pivotal moment of digital revolution. Vertex Group’s focus on innovation and operational excellence strongly resonates with my vision for advancing customer experience and accelerating business growth. I look forward to collaborating with the talented teams at Vertex to drive the Vertex 2.0 transformation and deliver exceptional value for our clients worldwide.”
Krishna’s leadership in the customer experience domain has been widely acclaimed. He was honoured with the CX Professional of the Year Award in 2025 and named among one of the top 100 Great People Managers in India by the Great Manager Institute and the National HRD Network in May 2023. Additionally, he was recognized as one of the top 100 CX Leaders in India at the 2022 World CX Summit organized by Trescon.
Vertex Group, one of the global leaders in providing intelligent enterprise solutions, is accelerating its tech-driven expansion across key markets, including the USA, UK, Philippines, UAE, Nepal, India, and Africa. The company is also planning to further expand its footprint in Canada, Australia/New Zealand, and Saudi Arabia. With five core business verticals and two new divisions on the horizon, Vertex is aggressively diversifying through strategic acquisitions and innovation. The company is set to launch proprietary AI solutions designed to revolutionize outsourcing by automating tasks, boosting precision, and enabling data-driven decision-making, solidifying Vertex Group’s position at the forefront of technological advancement with Vertex 2.0.
