MUMBAI: If customer experience were a battlefield, Kapture CX just added a seasoned general to its ranks. The Bengaluru-based agentic AI-powered CX platform appointed Gaurav Prakash as its new senior director of enterprise sales this April, arming itself for its next phase of expansion across India’s complex enterprise landscape.

With 14 years under his belt in the SaaS trenches, Prakash brings a cross-sector track record in Edtech, Procuretech, and most notably, CX. He’s now been handed the keys to Kapture’s enterprise engine, with a brief to drive growth and scale operations with a global outlook, while also sharpening the firm’s position as a homegrown disruptor in the CX space.

"We are excited to welcome Gaurav to Kapture CX at a time when the enterprise market is ready for disruption. His deep expertise across SaaS and customer experience aligns perfectly with our vision to deliver innovative and end-to-end CX solutions. With his appointment, we are confident in accelerating our growth and strengthening our position as a market leader," said Kapture CX CRO Gaurav Juneja.

Prakash, visibly fired up about his new role, believes the timing couldn’t be better. "The market is at an inflection point. Enterprises—whether legacy businesses or digital-native brands—are actively looking for a comprehensive CX platform that aligns with their transformation goals. Kapture is well-positioned to capitalise on this shift, especially with its early investment in generative AI and agentic AI by the leadership & the founders as a game-changer."

Before his Kapture chapter, Prakash made a mark at Freshworks where he scaled enterprise operations across north, east and west India. He also did a tour at PwC, giving him a well-rounded view of enterprise demands and buying behaviour.

At Kapture, he plans to beef up the enterprise sales function, recruit top-tier talent, and reinforce the brand's credibility as the only end-to-end CX platform built organically in India.

"I am highly inspired by Kapture’s culture and its energetic, hardworking teams across GTM, Sales, Marketing, and Finance—teams that are deeply committed to problem-solving, no matter the challenge," he added.