In this episode of Inspirational Journey Of The Best Minds, host Francesca Dieter sits down with Shad Shahid, Head of Global Retention & CRM at Kaspersky, whose career spans customer analytics and global retention leadership.

The conversation starts with his journey: what drew him to customer engagement and how working across regions shaped his approach to understanding customer behaviour.

From there, we explore the balance between data-driven decisions and the human side of customer relationships. When you’re working at a global scale, how do you stay close to the people behind the numbers? What do you need to understand locally before applying an approach more widely?

There’s a personal side, too. We ask about the people who’ve influenced Shad’s leadership and what he’d tell someone starting a career in CRM today.

For anyone working in customer experience, or curious about the career behind a global leadership role, join us for a closer look at Shad’s story.