Predictable B2B Success

How to grow 4.4 million in ARR in 3 years by driving great customer service

Rajiv Lamba · January 22, 2022

Entrepreneur · Artificial Intelligence · Leadershipin

Interview with Rajiv Lamba

How to grow 4.4 million in ARR in 3 years by driving great customer service — Rajiv Lamba

Podcast: Predictable B2B Success

January 22, 2022

Rajiv Lamba is the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS). Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years. Rajiv is a CX pioneer,…

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Key topicsWhy Market Research Must Become an Always-On Experience PartnerQuarterly studies miss the moments that matter. Rajiv advocates for **research that’s continuous, automated, and embedded** – where AI handles data collection, routing, and analysis, so insights teams can focus on storytelling and strategic action. He shares how SurveySensum helps brands turn research from a cost center into a real-time growth partner. Why Emotion Data, Not Dashboards, Builds Customer-Centric CompaniesRajiv discusses how AI is enabling companies to **listen at scale while preserving human nuance**. Drawing on examples from clients like Mercedes, Allianz, and Indosat, he explains how real-time emotion and intent detection can turn feedback into foresight – helping brands act with empathy and precision. Why World-Class Tech Thrives in the Global SouthRajiv shares his experience building two global platforms from Asia – and how cultural empathy, speed, and adaptability give emerging-market founders a unique edge. He talks about **building for multilingual markets, patchy infrastructure, and diverse behaviors** – and why innovation often thrives where problems are raw and urgent. View all topics →

About Rajiv Lamba

Founder & CEO of NeuroSensum and SurveySensum, Bringing Neuroscience & AI Together to Redefine Customer Experience

500+ Companies globally40+ Countries served8M+ Surveys poweredFounder SurveySensum

Rajiv Lamba has spent his career reimagining how businesses listen to their customers. After leading Asia-Pacific growth for Kadence International and building deep expertise in consumer insights, he founded SurveySensum, an AI-powered customer feedback platform transforming how enterprises capture, analyze, and act on insights in real time.

He saw how traditional customer research – slow, expensive, and reliant on consultants – kept companies from responding to customer pain when it mattered most. By combining his background in consumer psychology with AI and automation, he built SurveySensum to turn raw feedback into immediate, actionable intelligence. The platform integrates seamlessly with CRMs and channels like WhatsApp, email, and in-app touchpoints – helping teams identify experience gaps, boost retention, and drive growth across every channel.

At the heart of Rajiv’s work is a simple belief: empathy, when made measurable, can transform how organizations operate. He sees technology not as a replacement for human understanding but as a bridge – helping businesses listen at scale without losing the emotional context that drives loyalty and trust.

Today, SurveySensum powers 300+ enterprises across 20+ countries in industries such as automotive, BFSI, telecom, FMCG, and retail. Rajiv leads teams across Southeast Asia, India, and the Middle East, known for blending scientific rigor, business pragmatism, and deep empathy in the evolving field of customer experience.

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About this episode

Rajiv Lambais the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS).

Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years.

Rajiv is a CX pioneer, Southeast Asian Entrepreneur, and B2B SaaS leader who successfully grew his first research startup from $0 to $14m in sales in 6 years before a successful trade exit. Rajiv won the "Entrepreneur of the Year Award" in 2019.

In this episode, he shares how we can develop customer empathy through customer experience actionable data and insights to drive great customer service and business growth. Insights he shares include:

The origins of Surveysensum and NeurosensumWhy use surveys to better understand customers as opposed to other methodsWhy customer empathy is the answer to understanding your customers betterHow to embed the voice of the customer into the organizationHow to get data scientist type actionable insights that further customer empathy and business growthHow Southeast Asia fares with customer experience and customer empathyIs customer experience still a viable basis for differentiating a business brandHow do we ensure we are gaining insights in real-time or close to it in order to act in an agile mannerHow to avoid survey fatigueHow you should think about loyalty and implementing programs that add to the customer experienceand much much more ...

Guest: Rajiv Lamba