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:
- In order to succeed in the digital age, businesses must be willing to adapt their business models and language to suit customer needs. This requires identifying and implementing departmental strategies tailored towards adoption in order to ensure team compliance, motivation and success. To do this, each team member should have a clear understanding of the goals set out by the business and how they can contribute towards achieving them. By equipping teams with the right tools and training, businesses can achieve higher levels of customer satisfaction, creating a strong foundation for long-term success.
- Creating a digital customer experience with limited experience and budget can be a challenging task. However, it is possible to create a great customer experience on any budget by leveraging existing resources and employing cost-effective strategies. For example, creating a well-designed website that is optimized for mobile use can help increase customer engagement, while automated Chabot’s are an effective way to provide quick support to customers at all times of the day. Additionally, businesses should invest in building relationships with customers through social media and email campaigns. With these strategies in place, businesses can create an engaging digital customer experience despite having little experience or budget.
- My long-term strategy to improve customer experience is to focus on building relationships with customers, listen to their feedback and take action on it, and continuously strive for innovation in the products we offer. By listening to our customers and responding quickly to their needs, we can ensure that they are satisfied with their experiences. Additionally, by actively seeking out new ways of doing things better, we can provide a level of service that our customers will appreciate.
- In the new digital paradigm, customer behaviour evaluation is a key component of understanding how customers interact with the digital environment. Through analysis of customer behaviour and interaction data, companies can gain valuable insights into their target audiences and identify areas for improvement in their products and services. In addition to providing beneficial information on customer preferences and satisfaction levels, such data can also be used as a tool for predicting future customer behaviour, allowing businesses to better tailor their offerings and stay ahead of the competition.
- Omni channels are an essential part of maximizing brand impact in the digital age. By using multiple channels such as social media, email marketing, and even physical marketing outlets, businesses can effectively reach their target audience with a unified message. This cross-channel approach helps to create a cohesive brand experience that resonates with customers and increases customer loyalty. With Omni channel strategies, businesses can ensure their message is amplified across multiple platforms for maximum visibility and impact.
- Voice AI is revolutionizing how contact centres interact with customers and automate their workflows. Automation and AI can help streamline customer experience workflows by responding to customer inquiries quickly and accurately, as well as providing automated solutions whenever possible. By utilizing Voice AI, contact centres can improve their customer service efficiency while providing a more personalized level of service to customers. This makes it easier for customers to get the help they need in a timely manner, ultimately improving the overall customer experience.
- Mapping the customer journey is an important step in understanding how customers interact with your business. It involves studying how customers move from one part of their journey to another, and identifying points of engagement where you can add value to their experience. By mapping out the customer journey, you can begin to see patterns that will help you optimize performance, increase satisfaction and improve ROI.
Expert Moderator for the Panel: R. Thiru – Chief Operating Officer, Kinara Capital
Eminent Panelists for the Discussion
- Sriram Srinivasan – Head of Digital Banking, Ujjvan Small Finance Bank
- Nanda Gopal V – AVP – Head of Global Customer Experience , Vauld
- Rahul Karthikeyan – Chief Marketing Officer, Scaler & InterviewBit
- Shreejith Menon – Chief Operating Officer – Operations, Customer Service and Contact Centre, Fincare Small Finance Bank
- Rizwan shaikh – Vice President Operations – CSD, Rapido
- Amit Ambre – Vice President- Delivery, Skit.ai
- Shammel Abdulla – CEO, Clootrack
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.
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