Why Does Great Customer Service Start with Employee Experience

Episode Overview

In this episode of the Vantage HR Influencers Podcast, we explore why great customer service begins with a positive employee experience and how organizations can create a workplace environment where employees feel valued, supported, and motivated to deliver exceptional service.

Host Riha is joined by Dr. Elton Ron Nathan, Head L&OD and Senior General Manager at Apollo Health and Lifestyle Limited, to discuss how employee engagement, workplace culture, and leadership influence the quality of customer interactions. Together, they examine how HR leaders can strengthen the connection between employee experience and customer satisfaction, empower employees through recognition and development, and build a people-first culture that drives service excellence, customer loyalty, and long-term business success.

Host of the episode: Riha Jaishi

About the Guest

Dr. Elton Ron Nathan is a seasoned HR and organizational development leader with over 28 years of experience spanning healthcare, aviation, and retail. Currently serving as Head of Learning & Organizational Development and Senior General Manager at Apollo Health & Lifestyle Limited (AHLL), he specializes in leadership development, talent transformation, employee engagement, and building high-trust, future-ready workplace cultures.

Throughout his career, Dr. Elton has played a key role in driving organizational transformation, workforce development, and leadership excellence. At AHLL, he has spearheaded several flagship leadership and talent development initiatives, including Project Udaan, GrowthXcel, Passport to Leadership, and Elevate, with a focus on developing high-potential talent, strengthening succession planning, and preparing future leaders. His expertise also extends to AI-driven workforce analytics, digital-first organizational culture, change management, and employee experience.

His contributions to HR, learning, and organizational development have earned him numerous industry recognitions, including Best OD Leader of the Year (2026), Fortune Leadership Top 30 HR Leaders of the Year (2025), HR Champion of the Year (2025), Talent Transformation Guru (2025), Best Talent Management Leader of the Year (2024), and Best Chief Learning Officer (2023). He has also contributed to organizational achievements such as the ET Employee Experience Award, ET Future Ready Organization Award, Golden Peacock Award for HR Excellence, and recognition among Newsweek's Most Loved Workplaces.

Dr. Elton holds a Doctorate in Management from Dunster University, Switzerland, and has pursued organizational development studies at the Tata Institute of Social Sciences (TISS). He is a FranklinCovey Master Trainer, an ICF-certified coach, and a certified practitioner in emotional intelligence, neuro-linguistic programming, and personality assessments. His qualifications also include certifications in DEIB coaching and leadership facilitation.

A recognized speaker and thought leader, Dr. Elton has shared his insights at prominent institutions and industry platforms, including IIMs, ISB, SHRM, Economic Times HR Summits, and the TCS CHROMA InnerCircle. Beyond his professional achievements, he actively advocates for inclusive leadership, male allyship, and community-driven HR initiatives, with a strong commitment to developing people, strengthening workplace cultures, and driving meaningful organizational change.

Connect with Elton on LinkedIn

Timestamps

Timestamp	Topic
04:30	What great customer service looks like when it starts with employee experience?
07:52	Can organizations deliver exceptional customer experiences when employees feel disengaged or unsupported?
11:19	Which aspects of employee experience have the greatest impact on customer interactions?
15:11	How managers influence customer experience without directly interacting with customers?
18:45	Why organizations should connect employee feedback with customer feedback for better outcomes?
24:25	Where organizations should begin internally to improve customer experience?