Sapna Popli has close to three decades of work experience as a professor, trainer, researcher, corporate executive, and an academic leader. She is currently Professor of Marketing and Chairperson Management Development Programs at IMT Ghaziabad. Over years, she has taught and trained across levels from undergraduate to working executives in the space of services marketing, customer experience management, marketing research, and cross-cultural marketing. She has also offered courses as an international visiting professor at La Sabana, Colombia, 2019; ESCA, Morocco (2016, 17 & 18) and Shanghai University, China (2005). In addition, she has also taught courses as a visiting professor at Dept. Of Management Studies, IIT Delhi & at SP Jain Institute of Management & Research (SPJIMR) Mumbai. She is an equally passionate researcher in the service domain, she has 40 plus publications in well reputed journals including the Journal of Service Theory & Practice (A), Journal of Services Marketing (A), Studies in Higher Education (A) and cases with Ivey Publishing. She also brought out a co-edited book titled Crafting Customer Experience Strategy: Lessons from Asia published by Emerald, U.K (2021). She has led various teams for design, development and execution of programs of many learning & development initiatives for working professionals across sectors and organizations. In recent years she has worked closely on executive learning programs for Maruti Suzuki India Ltd (leading Customer experience and Sales Leadership program), Hero MotoCorp (Future leaders Program), IBM-Daksh; Pantaloons Retail (Future Group); Max-Health Care (Long term management programs). Besides these she has also delivered sessions and master classes on customer centricity, customer journey management and customer experience in trainings for MSIL, RITES, Apollo Tyres, Hamilton, Ahmedabad Management Association.

Dr. Popli has her doctoral (FPM) in services marketing from IMI, New Delhi; a MBA major in Marketing with an undergraduate degree in Mathematics (Honors) from Miranda House, Delhi University. She has also completed international programs in the customer experience space namely Customer Experience Management from Chartered Institute of Marketing (CIM), U.K and W. P. Carey Certificate in Service Experience Management, Arizona State University, U.S.A, May. The Service Experience Management included independent certificates in voice of customer, service blueprinting and delivering service excellence.

Professor Popli has a Doctoral (FPM) in services marketing from IMI, New Delhi

• IMT Ghaziabad
• SPJMIR, Mumbai, IITD-SOM & BIMTECH
• IILM Institute for Higher Education
• FIIB- Fortune Institute of International Business
• Wigan & Leigh College India
• Institute of Directors

Customer Experience Management, Service Excellence, Service Orientation, Service Leadership, Customer Engagement, Pedagogy and Marketing in Higher Education

Led and facilitated sessions in a large number of MDPs for public and private sector clients. Some of the clients include Maruti Suzuki India Ltd, Hero MotoCorp, RITES, BHEL, NHDC, Apollo Tyres, EIL. She has also been an Assessment and Development Centre consultant for Aon-Hewitt and engaged with many organisations in that role. She is also an approved trainer for the V.V.Giri National labour Institute. Worked closely with Edu-Tech partner companies to develop the online certificates portfolio at IMT Ghaziabad.