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 behaviors & CX strategies.
Key highlights of the Panel:
- The role of hyper personalization and rapid retargeting in customer experience (CX) is becoming increasingly important. Hyper personalization allows companies to target customers with highly personalized messages, products, and services based on their individual preferences. Rapid retargeting enables companies to reach customers quickly with ads targeted to their specific interests. By leveraging these two tactics, businesses can significantly improve the overall customer experience by providing a more tailored and engaging experience for each individual customer.
- Having an integrated strategy for establishing customer experience (CX) as a key business imperative is essential for any organization striving for success. Such strategies should include the development of a customer-centric culture, with processes in place that prioritize customer needs and feedback. Additionally, data-driven insights should be used to identify opportunities for improvement, and resources should be allocated to ensure that CX initiatives are properly implemented and monitored. By taking these steps, organizations can position themselves to deliver exceptional customer experiences and achieve their desired business outcomes.
- Creating a seamless experience requires connecting the dots and creating the journey for your customers. It involves understanding their needs, preferences, and overall objectives before crafting a journey that caters to them. This journey should also be tailored to make sure customers have an effortless experience from start to finish. By connecting the dots, companies can ensure that users have a pleasant and memorable experience with their product or service.
- As technology continues to evolve, it is becoming increasingly important for businesses to understand and stay ahead of the changes or trends that are likely to have an impact on their customer experience (CX) strategy. Digital transformation has been a major trend in recent years, and this has forced companies to rethink how they interact with customers. Additionally, artificial intelligence and machine learning are beginning to make their way into customer service strategies, further emphasizing the importance of staying up-to-date with current trends. Companies must embrace these changes and develop CX strategies that are able to adapt in order to deliver a superior user experience.
- Expert opinion is divided on the long-term viability of live commerce as a form of marketing and product promotion. Some experts argue that its novelty will eventually wear off, while others believe that it has become an integral part of the digital retail landscape. Live commerce can offer a personalized and interactive shopping experience, which is why many industry professionals think it will remain popular for a long time to come. Its ability to engage shoppers on a more intimate level gives it an edge over traditional e-commerce platforms, so it’s likely that live commerce will stay for some time yet.
- CX Governance and CX Culture building are essential for any organization that wants to provide a great customer experience. Establishing the right governance structures and culture will enable an organization to develop customer-centric processes and better understand their customers’ needs. Furthermore, it will help them create a more focused strategy and leverage the benefits of improved customer relationships, resulting in higher satisfaction levels and improved profitability.
- As a leader in the customer experience (CX) space, it is important to stay on top of trends, understand customer needs and desires, and create innovative solutions. One piece of advice I always take home with me is to go above and beyond for customers. This means being proactive in understanding their wants or needs and offering creative solutions that will help them succeed. Finally, don’t forget to remain open-minded – listening to customer feedback can provide invaluable insights which can be used to drive CX improvements.
Expert Moderator for the Panel: Hemanth Purohit – CEO, Parahit Technologies
Eminent Panelists for the Discussion
- Ranjit Kumar – Head of Customer Experience, Ninjacart
- Ashish Himthani – Head of customer experience, Tata Cliq
- Saurabh Batra – Head of Customer Experience & Growth – Pharma , Udaan
- Nirupam Daniel Bose – Director of Customer Success, Furlenco
- Mohit Mathur – VP Business Excellence & Customer Expeience, Vedantu
- Agni Chatterjee – Director CX Design & Strategy , Swiggy
- Abhi Dasgupta – Senior Director, Customer Success, Moglix
- Rohit Taneja- Associate Director – Customer Experience – Bombay Shaving Company
- Tanaya Kilara – Chief Expereince Architect, Cuemath
- Nabeel Ahmed – Chief Marketing Officer, Medapp
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.
[blog_bottom_ad]
