ET Unwired: Reimagining Business | Webinars, Masterclass & WorkshopET Unwired: Reimagining Business | Webinars, Masterclass & Workshop
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Transformation of businesses through CX in the age of Digital Disruption

unwiredcp2022-10-03T04:57:57+00:00

“In this digital age, the customer experience is the future competitive battleground.”

Any organisation undergoing digital transformation must pay close attention to the customer experience. Customer experience is a great place to start for a digital transformation because it emphasises generating happy customers and will also address many inefficiencies that are already there.

A customer’s willingness to do business with a firm again is strongly correlated with their satisfaction with the company, according to studies. Survey results also revealed a direct connection between word-of-mouth advertising and consumer satisfaction. High-quality customer service will help businesses in terms of income and reputation.

Customer experience is undoubtedly a key factor in business growth. The customer journey is a continuous process that calls for organisational commitment. This dedication must pervade the entire B2B organisation. B2B companies can employ a multichannel strategy to strengthen the relationship between their brand and clients. B2B companies must keep investing in what the consumer wants and needs in order to strike the ideal balance.

Knowing how sales, branding, and customer loyalty are tightly linked to customer experience will equip you with the knowledge necessary to create the most effective and efficient path to success.

CX teams must gain access to the right insights to enrich their operations while keeping costs down, which can only be drawn from actual customer engagements. As a result, conversational AI, intelligent self-service, and real-time agent assistance are transforming how companies do business. With call volumes increasing, immediate returns on investment are sorely needed.

Join The Economic Times Live Webinar on “Transformation of businesses through CX in the age of Digital Disruption” on 27th September 2022 (4:00 PM – 5:00 PM) powered by Amazon Internet Services Private Limited (AISPL) and Uniphore to discuss the various critical pointers that how Customer Experience is transforming & driving the growth of businesses in this digital era.


Key takeaways from the session: –

  • Role of CX (customer experience) in business transformation
  • How Conversations are the Gateways to Better Connections
  • What are the critical transformative initiatives that will shape tomorrow’s customer experiences?
  • What are some use cases that demonstrate the impact of AI and automation on employee and customer experience?
  • How can organisations find the right balance between digital interactions and human interactions?

Agenda

16.00 – 16.05 Welcome Keynote by ET
16.05 – 16.45 Panel Discussion: Transformation of businesses through CX in the age of Digital Disruption

Discussion points: –

  • Role of CX (customer experience) in business transformation
  • Evolving technology to deliver the best CX
  • Adoption of multichannel strategies by B2B organisations
  • What are some use cases that demonstrate the impact of AI and automation on employee and customer experience?
16.45 – 16.55 Q&A
16.55 – 17.00 Closing Keynote by ET

Powered By


Speakers

Shashi Rajan
Head – Customer Experience
Dr Lal Path Labs

Rajiv Sikka
Group CIO
Medanta Hospitals

Rajiv Sikka, Group CIO, Medanta Hospitals

Rajiv Sikka (https://www.linkedin.com/in/rajivsikkacio/) is the group CIO of Medanta hospitals.

With over 3 decades of career, he has the perfect blend of having worked across sectors and multiple functions – initially as a technology solution provider and now leading the IT transformation.

In the current role as group CIO, Rajiv is responsible for IT functions covering digital transformation initiatives and IT Operations across hospitals.

Rajiv has been featured many times across the healthcare informatics forums & publications, and he is a regular panelist/ speaker on digital initiatives in healthcare. He is a member of CII led National AI Forum. He is also an executive council member of CIOs of India, a 25-year-old forum of IT professionals comprising multiple CIO bodies. He is also on advisory boards of academic institutes and IT companies.

Prior to joining Medanta, Rajiv had worked in Polaris as Senior Vice President for 13 years. As Enterprise Group Head, he was responsible for P&L and has worked extensively in multiple regions across the globe.

Close

Sameer Chibber
Chief – Customer Service & Operations
Pramerica Life Insurance

Sameer Chibber, Chief – Customer Service & Operations, Pramerica Life Insurance

♦ Cross-functional Business Leader with over 20 years of work experience including more than 15 years in Insurance Domain in the areas of Operations, Business Transformation, Program Management, Business Analysis, Quality Assurance, Software Development & Testing including Conceiving, Planning and Developing Operational Infrastructure, Processes and Controls at a Central & branch level.
♦ Driving large, diverse & multi-location teams while engaging with stakeholders including Senior Leadership, cross-functional resources, and intermediaries. Managed budget of over INR 340Cr across Metro-Urban & Rural Geographies.
♦ Building successful strategies & business plans, increasing operational efficiencies and advising on operational and strategic issues. Drove innovation, transformation, change and efficiency within organisation with a view to align the same with organizational Objective.
♦ A keen business analyst with exceptional negotiation and relationship management skills and abilities in liaising with Customers, Vendors and other external agencies.
Close

Savitri Bobde
Head – Customer Experience
Niyo Solutions

Ashish Nagar
Director Customer Service & Sales
UpGrad

Ashish Nagar, Director Customer Service & Sales, UpGrad

A competent professional offering 18 years of experience in Operations, Training & Quality, e-commerce, NBFC, Start-ups, Customer Service, Sales Operations, Inbound/Outbound Call Center and Team Management.
Presently associated with upGrad Education Pvt. Ltd. as Director – Customer Service & Sales.

– Expertise in managing a large team to achieve targets
– Well versed in Operations, Quality & Training department under Customer service/Sales support
– Expertise in structuring data to present the project/process performance on different critical elements. Deft in MIS data sourcing, spooling & reporting.
– Exhibit a professional ‘can-do’ attitude and flexible work style approach.
– Expertise in Six Sigma tools and techniques to do RCAs and to streamline the processes
– Possess excellent interpersonal, analytical and negotiation skills with proven track record of utilizing a process-oriented approach towards the accomplishment of cost, profit & organizational goals.
– Exceptional multi-tasking capability and skilled in balancing competing priorities and tight deadlines in a fast paced environment. Known for quality and timely completion of all assignments.

Close

Sudha Bhat
Sr. Principal Conversation Intelligence
Uniphore

Sudha Bhat, Sr. Principal Conversation Intelligence, Uniphore

https://www.linkedin.com/in/sudha-bhat/

Sudha Bhat is a Sr. Principal Conversation Intelligence, solution strategy at Uniphore based in Bangalore, India. A certified customer experience (CCXP) and customer analytics professional with 20 years of experience in driving customer experience and contact centre analytics transformations for several large global clients. She’s highly passionate about identifying and operationalizing customer experience solutions. She has worked with fortune 500 companies like Genpact, Concentrix and IBM.

Close

Priyank Desai
Strategic Account Manager, ISV Segment
AISPL
Moderator

Priyank Desai, Strategic Account Manager, ISV Segment, AISPL

Priyank is an alum of Indian school of business with background in Strategy, Leadership and Marketing. In his current role, Priyank helps B2B and B2B2C SaaS companies grow faster by – going Global, harnessing the power of Data and AIML, and building a differentiated product offering at scale by leveraging the power of the AWS public cloud. He also works on structuring complex deal scenarios incorporating Sell-to or Co-sell motions involving multiple stakeholders across an ecosystem of software vendors in the AWS ecosystem.
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  • About Us
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  • Webinars
    • Upcoming Webinars
    • Past UnWired Sessions
  • Masterclass
  • Roundtables
  • Contact

Contact Us

  • Address:: Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063
  • Email:: etunwired@et-edge.com

Recent Webinar

Modernizing Data Management

As organizations realize the benefits of digital and cloud transformation, it has resulted in a further increase in pace... read more

Unlock And Scale

There is no better approach to solving challenges than the famous saying “two heads are better than one. Harnessing the... read more

Innovation stories of India

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