Chhandak Biswas is a Practice Director on the Consumer Operations team at Everest Group, where he leads initiatives in Customer Experience Management (CXM) services and oversees enterprise-focused research programs such as CX Excellence. He has authored numerous publications exploring key trends in the CXM market and the evolving role of emerging technologies within contact centers. Chhandak advises clients on a wide range of CX-related topics, including strategy development, service delivery models, market opportunity assessments, mergers and acquisitions, and advanced contact center technologies. He holds an MBA from the Management Development Institute (MDI), Gurgaon, India, and a bachelor’s degree in electrical engineering from the National Institute of Technology (NIT), Durgapur, India.