Harshad Sahane is the Global Head of Technical Support at Helpshift (a Keywords Technology company), representing a new generation of CX leaders shaping the future of technology-enabled support. His career highlights his analytical thinking, system understanding, and approaches towards customer experience.
Beginning his journey at BNYMellon, he developed precision in risk awareness and process integrity, foundations that would later define his leadership style. He worked with BMCSoftware for 5 years, where he deepened his expertise in resolving complex technical issues, influencing product evolution, and navigating enterprise environments.
At Helpshift, Harshad has risen to lead global technical support in an ecosystem where AI, automation, and distributed customer operations converge. He has played a central role in transforming technical support into a strategic intelligence function, one that connects customer data, behavioural patterns and product signals to drive smarter decision-making.
Harshad believes the future of CX lies in proactive, predictive assistance powered by AI and behavioural analytics. Guided by the values of trust, clarity, and consistency, he champions a support model that blends technology with human insight.
Recognised as one of the Leading Visionary Leaders in India 2025, Mr. Harshad Sahane shared his insights with Corporate TrendZ:
The principle that guides my decisions is consistency in values combined with flexibility in execution. Across regions and cultures, expectations shift, yet core values, such as trust, clarity, and customer focus, remain constant. This principle anchors my decisions even when technologies move quickly or when teams operate across different time zones and cultural contexts.
