SurveySensum: Tanuj Diwan on Revolutionizing Experience Management with AI

January 15, 2026 12 min read

In a world where data is abundant but truth is scarce, Tanuj Diwan, Co-founder of SurveySensum, is building the technology to uncover what consumers really think. By moving beyond traditional tick-box surveys and integrating AI with behavioral science, Tanuj is helping global enterprises like Deutsche Bank and CityBank manage experiences with unprecedented precision. His journey is a masterclass in B2B SaaS, market adaptation, and the relentless pursuit of Product-Market Fit.

Tanuj's path to founding SurveySensum was a "roller-coaster ride" that began in 2013. After over a decade in corporate leadership at HCL and Mahindra, he co-founded his first venture in the network security space. But it was the realization that "people don't tell the truth" in traditional feedback loops that sparked the idea for SurveySensum in 2018. "We saw that traditional surveys were broken," Tanuj reflects. "To truly understand a customer or employee, you need to look at the 'unsaid' signals—the neuro-science and the subtle text data that machines can now parse in real-time."

The 'Psychological Revolution'

Tanuj predicts that the next great leap in industry won't be industrial or purely technological, but psychological. "We are moving into an era where understanding human behavior and brain impulses will be the ultimate competitive advantage. SurveySensum is the platform that allows companies to tap into this 'Interest Graph' to serve people better and more transparently."

The 9-Month MVP Mistake

One of the most candid lessons Tanuj shares is the danger of over-building. "Our biggest mistake was spending nine months building a 'perfect' product before launching it in Indonesia," he admits. "When we finally hit the market, we realized 50% of the features were unnecessary. The lesson for every founder is simple: Build your Minimum Viable Product (MVP) in three months, launch it, and let the users tell you what to build next."

This pivot to a customer-led roadmap transformed SurveySensum. By focusing on real-time text summarization and automated action triggers, they moved from being a "survey tool" to a comprehensive "Experience Management Platform" that actually solves problems rather than just identifying them.

India vs. Indonesia: Cracking the B2B SaaS Code

SurveySensum's success in Indonesia before expanding back into India provides unique insights into global SaaS markets. "In Indonesia, we were lucky to find early adopters who believed in our vision even when the product was just a prototype," Tanuj notes. "In India, the market is more competitive and bureaucratic. To succeed here, you need to lead with value-add benefits and extraordinary persistence."

He emphasizes that marketing should start the moment you have a validated prototype. "Don't wait for the full product. Set a goal—say, 500 active users—and market relentlessly until you hit it. That validation is your only true compass."

Tanuj's Playbook for SaaS Founders

Validate Your Idea Fast: Don't spend more than three months on your MVP. Launch and iterate.
Ditch the 'Big Short' VCs Initially: Practice your pitch with smaller investors first. Use their feedback to structure your responses for the major firms.
Marketing from Day 1: As soon as you validate your prototype, start marketing. You need a feedback loop of real users to build something worthwhile.
Hire for Ownership: Find people who have the ambition to learn and a deep sense of accountability. Skills can be taught; ownership cannot.

"Transparency is the foundation of trust. In a world where everyone is trying to present the 'best version' of themselves, we use AI to find the truth in customer feedback. That's the only way to build a healthy business ecosystem." — Tanuj Diwan

Building for the Masses

Looking ahead, Tanuj’s vision for SurveySensum is to make high-end experience management accessible and affordable for every Small and Medium Enterprise (SME). He believes that by automating the "Intelligence" part of the business, SurveySensum can help millions of organizations improve their service delivery and employee engagement without the need for massive consulting budgets.

SurveySensum at a Glance

Core Technology: AI-enabled text summarization and sentiment analysis.
Global Impact: Trusted by banking giants and enterprises in India and Southeast Asia.
Mission: To become the unified platform for all customer and employee feedback.

About the Guest

Tanuj Diwan is the Co-founder of SurveySensum. A seasoned entrepreneur with over 15 years of experience in tech and marketing, he has held leadership roles at firms like HCL and Mahindra. Tanuj is a recognized expert in Experience Management (XM) and is dedicated to using technology to make businesses more responsive and human-centric. He is a passionate advocate for lean startup methodologies and is frequently featured in discussions about the future of B2B SaaS in India and Southeast Asia.

SurveySensum is an AI-enabled Experience Management platform that helps brands gather, analyze, and act on customer and employee feedback in real-time. By transforming unstructured data into actionable insights, SurveySensum enables enterprises to improve retention, drive loyalty, and deliver superior experiences at scale.