Nanda Gopal V: From the Hum of Call Centers to the Horizons of Leadership
Some leaders are born into privilege, while others carve their journey step by step with grit, vision, and relentless learning. Nanda Gopal V belongs to the latter. His rise from answering calls in a BPO to leading OctoGenie as Founder and CEO is a story of determination, resilience, and transformation.
He started his corporate career in 2003, after working years in small industries, directly exposed to frontline customer interaction. Initial stints at IGI Global Informative and 24/7 Customer Ltd exposed him to understanding customer needs and operations discipline. He then moved progressively—overseeing operations at Convergys, leading programs at [24]7.ai, before subsequently expanding to larger mandates with Ola, Tesco, and Ninjacart.
At each step, his vision was evident: leverage digital innovation, optimize operations, and create top-performing teams. In 2023, he was CEO and Board Member of Crypto exchange, leading restructuring and CX. These roles formed the foundation of his most ambitious endeavor to date—OctoGenie’s creation, a tech company employing AI and automation to transform industries from law and education to retail and automotive.
“From taking calls to making calls, my greatest inspiration is my own journey,” he says. “It shows how grit, curiosity, and agility can change any profession.”
Nanda has developed experience across e-commerce, payments, logistics, agritech, blockchain, and AI over a span of over 26 years. His areas of strength include customer lifecycle management, CRM, service design, revenue optimization, P&L, supply chain, cost control, and AI/ML integration.
Nanda is especially proud of the measurable outcomes: reducing customer contact by 45,000 basis points, lowering telephony and technology costs by over a million USD annually, and consistently achieving 95% customer satisfaction with 98% resolution rates. Alongside these results, he has mentored over 250 professionals, many of whom now hold senior leadership roles.
At OctoGenie, he is constructing what he terms “real intelligence,” creating AI-based solutions to everyday issues and generating new jobs and learning experiences.
Nanda attributes his success to converting adversity into opportunity. “I began in a basic role but consciously constructed every step,” he says. His emphasis on innovation, digital transformation, and building teams has yielded results across sectors. But he does acknowledge his early shortcoming was being too hands-on. “Before, I felt I needed to be engaged in all details so that I could guarantee quality. As time went on, I understood that leadership is based on trust and delegating.” This adjustment freed up his teams, eliminated bottlenecks, and created an ownership culture—one of his most important leadership takeaways.
His leadership approach is consonant with his DOT philosophy—Defined, Organized, Transparent. By synergizing discipline with empathy, data, and technology, he empowers teams to transition from reactive problem-solving to predictive decision-making. “I think about tying business objectives with employee development,” he says. “That’s how you build an environment where people thrive and creativity happens.” Leadership to him is about shaping behaviors, fostering creativity, and creating lasting capacity.
Even with his work intensity, he is a balance person. His wife and daughter are his biggest strengths. “My wife is my coach, and my daughter encourages me to be the best father I can be,” he says. He also gives credit to his mother, brothers, and mentors for instilling confidence and career in him.
Outside family, the depth of his affection for animals is great. He has taken in more than 75 differently-abled pets, his “kids,” to which he refers, whom he refers to as his teachers. “They remind me daily that anything is possible if you are honest with yourself and those who trust you.” Taking care of them, moving about, and eating real desi food give him delight and peace.
His work has been recognized with awards like Strategic Leader of the Year (2024–25), Best Usage of AI in CRM (2023–24), Best Customer Service Leader (2022–24), and Excellence in Blockchain (2022–23). He was also included in India’s Top 20 Most Influential Leaders in Conversational AI (2021–22) among many more since 2003. Earlier achievements, from servicing 10,000 calls to driving contact ratios from 38% to below 2% chart his career from frontline performer to industry trailblazer.
That same determination and faith carry over into his private life. With his wife, Shalini, he fulfilled a 15-year vision of constructing their home, “Kottaram,” in Wayanad, Kerala. They bought land, collected antique materials, and managed each detail personally. They reside there now with their daughter and 75 rescued pets—a reflection of their commitment and vision. To young professionals, Nanda has this message: “Every challenge and decision is a leadership masterclass. Don’t downplay the foundational roles; they develop grit. Technology is important, but its potential is unleashed when paired with empathy. Employ AI and automation, but never lose sight of the human touch.” From the hum of call centers to the horizons of leadership, Nanda Gopal V’s story embodies the essence of perseverance and vision. His path demonstrates that success is not defined by where one begins but by the intent and courage to grow, adapt, and lead with purpose.