RP Sanjiv Goenka Group

Insights, Design Experience and Advisory

Take that customer experience strategy off the page and start designing what’s next . . .

Insights, Design Experience and Advisory

How to translate operational excellence into powerful experiences

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Build the customer journey to value.

Get inside the minds of your customers. Define their problems. Design an experience that connects that customer problem to a solution that will seamlessly change their behaviors while moving the needle for your business.

Easier said than done? That’s for sure. But that’s what we do. We look at your business challenges differently, frame the approach that will transform your future and build the tomorrow you want to see.

  • It’s more than advice.
  • It’s bigger than an experience.
  • It’s designing the operations that change business, the journeys that drive value.
  • It’s the connection to your customer. It’s strategy made real. It’s the map to opportunity.
  • It’s Insights, Design Experience and Advisory (IDEA) by Firstsource.

We offer customer experience design consulting. leveraging Firstsource’s expertise in handling millions of customer interactions, complex problem-solving and a deep understanding of business ecosystems. We help you figure out what matters most to your customers, and deliver delightful experiences while simplifying processes and optimizing costs.

Stay focused on your future. Let us handle today.

Defining the problem, designing the customer experience and measuring it all


Developing customer personas and mapping journeys through empathy — capturing the user experience in its entirety by putting on the customer’s shoes.


Identifying themes and patterns; outlining consumer-centric problem statements; and brainstorming and prioritizing ideas while identifying any constraints.


Using agile techniques including service design, process mapping, technology architecture, automations to prototype digital-first experiences and business models.


Testing diverse options, refining them through feedback sprints, integrating findings, and implementing a roadmap including frameworks and continuous improvement models.

Customer experience design success stories

70% cost reduction

Designed an operating model ground up for a digital
native news start-up

What Firstsource provides — is a team
of experts who can be real partners with us in
driving innovation.

– Imtiaz Patel, CEO and Publisher of
The Baltimore Banner

6X monthly
paid learners

Designed an enriched student lifecycle
for an online learning provider.

$3M in
cost savings

Redesigned Target Operating Model for
leading payments FinTech.

Explore perspectives on customer experience design

FirstVoice: Firstsource’s Fireside Chat Series

How The Baltimore Banner and Firstsource are turning a troubled industry model on its head

FirstVoice: Firstsource’s Fireside Chat Series

Future of News Media Operations

Separating core vs surround: Factors for success in EdTech

Unlock infinite possibilities with WFSuite
Your all-in-one workforce management solution for customer service, consulting, and back-end operations.

Our digital transformation toolkit

Bringing together the people, processes and technology to deliver exceptional customer experience design







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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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