The CX Excellence Awards 2022, was organized and hosted by Quantic India, on 24th of June at Four Seasons Hotel, Bengaluru. In today’s highly competitive business landscape, customer experience has become a key differentiator. Consumers expect top-notch service from the companies they engage with, and those that fail to deliver risk losing out on valuable business opportunities. The CX excellence awards provided a platform to all the experts from the CX sectors to share their expertise on AI, Omni Channels, changing customer behavior’s & CX strategies.
Key highlights of the Panel:
- Today’s customers are more informed, vocal, and have higher expectations than ever before. As a result, businesses must stay ahead of the curve by understanding the ever-evolving customer behaviour and expectations. Taking the time to analyse customer feedback and patterns of behaviour can help businesses make changes that meet their customers’ needs and preferences, ultimately resulting in improved customer satisfaction and loyalty. Additionally, it is important to actively engage with customers to gain insights into their attitudes and behaviours. Doing so will enable businesses to better understand their customers and be able to anticipate their needs in the future.
- Data is a powerful tool that businesses can use to enhance customer experience across all channels. By leveraging the power of data, businesses can gain valuable insights into their customers’ preferences, needs and behaviours which allows them to create a seamless Omni Channel CX experience. This means customers receive personalized and consistent experiences regardless of where they interact with the business – online, in-store or through any other channel. With this data-driven approach, businesses can deliver remarkable Omni Channel CX that customers appreciate and enjoy.
- The integration of human and bot enabled channels has the potential to revolutionize customer service. When used together, these channels provide a seamless customer experience that eliminates the need for customers to switch between different services. By leveraging both AI-powered bots and human agents, companies can deliver faster, more efficient support and add tremendous value to their customers. This integration further allows companies to be more proactive in responding to customer inquiries, thus creating a better overall experience.
- There are a few major changes and trends that will have a significant impact on CX strategy. First, the emergence of artificial intelligence has allowed for more personalization and automation to be used in customer service and sales, creating an improved customer experience. Additionally, consumers have become increasingly connected through mobile devices, making it easier for businesses to engage with customers in real-time. Finally, data analytics has become more important than ever before for businesses to understand their customers’ preferences and behaviours to create tailored experiences accordingly.
- This year, one of the most dominant changes in customer acquisition has been the increased role of Top Management in successful Customer Experience (CX). Senior leadership is becoming more engaged in the customer journey and understanding how their decisions impact the customer experience. This new focus on CX from the top is having a positive effect on customer acquisitions as organizations strive to create a consistent and enjoyable experience for each and every customer.
Expert Moderator for the Panel: Fasih Abbas M – Senior Director & Head of Customer Success, Cashfree
Eminent Panelists for the Discussion
- Vivek Sridhar – Head Enterprise solutions & customer experience, RazorPay
- Savitri Bobde – Head, customer experience , Niyo Solutions
- Luvnit Sawhney – Head of design , Freo
- Ramakrishna M – Senior Director, CoinSwitch Kuber
- Karthik Hariharan – SVP – Marketing, Capital Float
- Linish Theodore – AVP – Customer Experience , Connect Heal
- Madhur Acharya – VP, E- Commerce – Lenskart
- Abhishek Biswal – Business Head, Airtel IQ
- Somdipto Ghosh- Head of Solution Engineering , Freshworks
The session was extremely valuable, as we gained insights from industry experts. You will join us soon for the 2nd Annual CX Excellence Awards on 23rd June in Bengaluru.
