With over 20 years of experience in customer-facing roles within consulting, spanning industries such as Retail, CPG, Healthcare, and Technology, Piyush Mundhra has successfully cultivated large-scale program relationships and driven significant business impact through data and AI. As Chief Customer Officer, Piyush heads MathCo’s Consulting Services business, expanding this service line and advancing the company’s offerings to ensure MathCo remains a trusted partner in addressing complex business challenges across industries and functions. He is committed to championing customer experience at every touchpoint, enhancing the customer journey and strengthening the company’s key relationships. He focuses on building a customer-centric team and culture that consistently delivers innovative, high-impact solutions.
Recently, in an exclusive interview with Digital First Magazine, Piyush shared his professional trajectory, insights on the role of technology in driving business transformation, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Hi Piyush. How did you first get into this field of Data, Analytics and AI – in a customer success role; and what inspires you to continue driving value for your customers?
This journey began with my love for problem-solving, particularly the thrill of analyzing complex challenges and using technology to build and deliver transformative solutions. But over time, I realized my true passion lay in helping my customers create a tangible impact – working closely with businesses to help them scale and thrive. My role evolved naturally as I transitioned from technical problem-solving to focusing on how AI and Analytics could directly impact business success.
What truly inspires me is seeing how data and AI have transformed from being enablers to becoming fundamental to the survival and growth of modern businesses. The rapid advancements in GenAI have unlocked possibilities we could only dream of a few years ago, such as redefining customer experiences, automating decision-making, and creating entirely new business models. Being at the forefront of this transformation and empowering our clients to make the most of these innovations for sustainable growth keeps me excited about this field!
What do you love the most about your current role?
In my role as Chief Customer Officer at MathCo, I am at the intersection of strategy, innovation, and experience. What excites me most is the challenges I get to solve for and with our clients. Whether it’s helping a business reimagine its supply chain using AI or driving insights that fuel innovation in new markets, every day brings a fresh opportunity to make a difference.
The dual opportunity to work with diverse clients across industries while collaborating with MathCo’s exceptional team of innovators can never get old! Seeing the team we’ve built thrive and knowing our work drives measurable success is, without a doubt, the most rewarding part of my journey.
What’s your biggest barrier in delivering impactful AI solutions for customers?
Large, matrixed organizations often struggle with aligning stakeholder priorities, balancing short-term gains with long-term objectives, and integrating AI into existing infrastructure without disruption. So, I would say navigating the organizational complexities of our clients is probably one of the biggest challenges.
To overcome this, we adopt a collaborative and phased approach. We start by identifying the problem and building alignment across stakeholders. Workshops and education sessions play a critical role in demystifying AI and fostering buy-in. Our focus is on delivering quick wins while setting the foundation for long-term scalability.
Another challenge is staying ahead of the rapid pace of AI innovation. Technology evolves faster than most businesses can adapt, making it necessary to design solutions that are both cutting-edge and practical. We prioritize continuous improvement and self-sufficiency to ensure our clients stay resilient in an ever-changing landscape.
How do you see the role of technology, specifically data analytics and AI, in driving business transformation? Are there any specific frameworks or approaches you use to create value for your customers?
Technology, particularly data analytics and AI, is no longer optional—it is the engine driving modern business transformation. Data serves as the foundation, while AI provides the tools to unlock efficiency, innovation, and growth.
At MathCo, we leverage a key framework we call Define. The Define framework ensures we are outcome oriented while building the AI solutions & assets. It is easy to rush to solutions, but this framework pushes us to understand the context thoroughly, evaluate the existing solution, understand the current challenges, and articulate the specific outcome to be achieved, thus designing an AI solution or asset that is posed to be impactful.
This structured yet flexible approach enables us to create value consistently, aligning our solutions with business objectives and driving measurable outcomes.
How do you stay current with emerging trends and innovations in AI and data analytics, and what resources guide your approach to customer success?
In a field as dynamic as AI, staying current demands a deliberate and multifaceted approach. My active engagement with industry leaders and peers through client meetings, events, conferences and forums like the AI Xecutive Council, where knowledge-sharing drives collective growth. These conversations and deliberation find me learning new perspectives every time.
I’m also a strong advocate of hands-on learning. Experimenting with the latest tools and platforms helps me stay grounded in the practical application of AI. I invest time in studying industry reports and case studies, as they provide insights into what’s working and what isn’t.
At the heart of it, staying curious is key. For every trend or technology I encounter, I push myself to explore the “how” and “why,” ensuring I not only understand its potential but also how it aligns with customer success.
What is your leadership philosophy, and how do you ensure your teams create value for customers while staying motivated?
I truly believe in empowerment and accountability. I think when you trust your team and give them ownership of their work, they not only rise to the occasion but often exceed expectations.
At MathCo, I focus on nurturing an environment where innovation thrives. Clear goals provide direction, but I also ensure my teams have the autonomy to explore creative solutions. We believe in continuous learning, celebrating milestones together, and encouraging feedback as part of our culture.
Motivation stems from purpose. By aligning individual goals with our larger purpose of empowering us to own and activate intelligence, we ensure that every team member feels a sense of pride and responsibility in the work we do.
What has been your most career-defining moment that you are proud of?
There isn’t a single moment but rather a series of pivotal decisions that have defined my career. One common thread has been my willingness to embrace change and take bold risks, whether it was pivoting to a new domain, taking on a challenging leadership role, or spearheading a high-stakes project.
These moments taught me the importance of adaptability, a long-term vision, and a relentless commitment to growth. Looking back, I’m most proud of the impact these decisions have had, not just on my career but also on the teams I’ve led and the clients I’ve served.
What are your passions outside of work?
Work is usually fast paced which I love, however it is important that I indulge in activities that help me to slow down and reflect. Creative pursuits like improv and exploring abstract concepts through reading help me recharge and gain new perspectives.
I’ve recently taken up bonsai cultivation, which has helped me practice patience, precision, and care. These hobbies not only provide a peaceful escape but also help me further refine my approach personally and professionally.
Where do you see yourself in the next 5 years, particularly in advancing AI and business transformation?
Driving deeper innovation in AI to create even greater value for customers. I also see myself continuing to cement MathCo’s position as the enterprise AI partner of choice for world’s leading enterprises. Beyond that, I want to mentor the next generation of leaders, empowering them to shape the future of this field, and contribute my knowledge to the AI and Analytics community.
If you could give advice to someone striving to lead in AI-driven business transformation, what would it be?
Three key pieces of advice:
- Don’t lose sight of the business problem as you focus on the technology
- Design resilient solutions ready to evolve with changing technology
- Stay curious, adaptable and agile to learn new technologies and tools