Author - unwiredcp

“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 27^th 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?

Shashi Rajan
Head – Customer Experience
Dr Lal Path Labs

Rajiv Sikka
Group CIO
Medanta Hospitals

Sameer Chibber
Chief – Customer Service & Operations
Pramerica Life Insurance

Savitri Bobde
Head – Customer Experience
Niyo Solutions

Ashish Nagar
Director Customer Service & Sales
UpGrad

Sudha Bhat
Sr. Principal Conversation Intelligence
Uniphore

Priyank Desai
Strategic Account Manager, ISV Segment
AISPL
Moderator

As technology continues to transform the world of work, HR and IT teams play a pivotal role in orchestrating this org-wide change through modern technologies like Artificial intelligence (AI). The use of AI has the potential to significantly improve the operational effectiveness, decision quality, and employee experiences at current day workplaces. HR leaders today are using AI across the employee lifecycle to streamline hiring, eliminate unconscious biases, improve onboarding processes, and a lot more.

Join this exclusive webinar on AI in HR: Unlocking Org-wide Agility, Productivity, & Superior EX by HR and IT leaders to discuss and unlock the path to future-proof organizations – all the way from identifying success levers for change and prioritizing investments to maximizing impact.

Vishal Kukreja
Group EVP & Head Employee Experience
RBL Bank

Farhat Umar
President-Global Human Resources
MANKIND PHARMA

Kavita Kurup
Global Head of Human Resources
UST

Vishalli Dongrie
Partner & Head, People & Change Advisory
KPMG in India

Manan Jain
Lead HR People Partner & Experience – India
Yash Technologies

Tarun Katyal
CHRO
Niva Bupa

Vijayshankar Ananthanarayanan
Vice President & Global Head, Transformation
Darwinbox

Ramanuj Vidyanta
AI/ML Specialist BD – India (FSI, SMB, Greenfield) AWS World Wide Specialist Org
AISPL ( Amazon Internet Services Private Limited)
Moderator

With massive adoption of technology across industries, the Indian banking sector is no exception and has witnessed drastic tech-led evolution in the past decade. New age banking has not only resorted to technology for the changing dynamics of the domain but has also focussed on to make banking user-friendly besides building on the technical aspects which build a robust technical ecosystem.  With the Government of India’s mission mandate on Digitization, the banking industry has witnessed exponential growth with inclusion of last mile in the Indian banking system. In this backdrop, FinTech in India has not only played a crucial role of making banking an omni-present ecosystem for financial transaction, besides enabling last mile accessibility.

Register for the Economic Times Live Webinar powered by Amazon Internet Services Private Limited(AISPL) and Suntech on 21^st September 2022 ( 4:00 PM – 5:00 PM) .

The live webinar will witness who’s who of the Indian banking industry and fintech domain brainstorm to identify the key aspects driving the transformation in the domain, innovation, implementation ecosystem and way forward.

Mahesh Ramamoorthy
CIO
Yes Bank

Ashwin Khorana
CIO
Ujjivan Small Finance Bank

Sony A
CIO
South Indian Bank

A R Raghavendra
GM Digital Banking
Union Bank of India

Divesh Dinkar
GM IT
Bank of Maharashtra

Milind Varerkar
Deputy CGM IT
Saraswat Co-Operative Bank

Mudit Kumar
Head of Industry Agnostic Products
SunTec

Ramanan SV
Chief Executive Officer, India & South Asia
Intellect Design Arena Ltd

Raghav Sehgal
Financial Services Vertical Lead, ISV segment
AWS India
Moderator

We are elated to extend you an invitation for our upcoming summit – The Economic Times Surge 2022 which will be held on Tuesday, 13^th September 2022 at The Lalit, Mumbai on the theme of “Accelerating Cloud Transformation”.

The cloud is the foundation of “digital-first” business models that organisations are attempting to create. Regardless of the goals of the digital transformation, cloud computing is a requirement for business transformation. The cloud computing model is generating prospects for cost reductions and innovation. 

The Economic Times Surge 2022 will be an eclectic mix of panel discussions, fireside chats, Networking cocktails with industry stalwarts from leading organizations across verticals to discuss and share their insights on accelerating cloud transformation.

Key Discussion Pointers:

1. Unlocking the full potential of cloud – Driving customer value & security
   Discussion on evolving with their key applications and workloads on cloud, its migration and management, understanding AI-enabled security models and use-cases that focus on higher-value activities, security expertise and greenfield implementation.

2. Co-Create the next Cloud Transformation – Cloud transformation is an on-going business that requires digital skills and intelligent platforms

Atanu Pramanic
CIO & Joint President
Hindalco Industries

Dr. Avadhut Parab
CIO
Parle Agro

Byju Joseph
CTO
Future Generali India Life Insurance

Dipak Nair
CTO
Tata AIA General Insurance

Dominic Vijay Kumar
VP & CTO
ART Housing Finance

Jatin Meswani
Sr. Partner FSS
Kyndryl

Lalit Trivedi
Head IT & CISO
ITI Mutual Fund Trustee

Naved Hussain
CTO
Adani Capital

Neilmani Sahu
Head of IT
JSW Paints

Nischal Khorana
VP & Global Program Leader
Frost & Sullivan

Dr. Puneet Kaur Kohli
CTO
Universal Sompo General Insurance

Rajat Yadav
CIO
CNH Industrial

Srinidhi S.R
Cloud India Head
Kyndryl

Tarun Pandey
Vice President – IT & Head Data
Aditya Birla Capital

Tejasvi Addagada
Head – Data Management, Governance, Privacy
Axis Bank

Tejveer Bhogal
Head – Governance, Alliances & PMO
Bennett Coleman and Co.

Venkat Krishnan
Executive Director, Global Partner Solutions
Microsoft

Vinod Kumar
CIO
Fino Payments Bank

Yogesh Jiandani
Management Consultant
Information Security Systems International

As organizations realize the benefits of digital and cloud transformation, it has resulted in a further increase in pace for cloud adoption. However, this accelerated digital transformation introduces complexities that can make it challenging to secure, protect and recover data which now exists in more places than ever – from on-premises to cloud, to SaaS applications and an increasing number of end-points.

Cloud and SaaS application trends have outpaced traditional datacenter-based application growth even as legacy workloads persist and must be managed. To complicate matters, this change is happening at a time when ransomware and cyber threats-and their cost- is on the steep rise whilst at the same time, there is the increased pressure to optimize shrinking resources due to skill shortages for cloud, cybersecurity and data protection.

Imagine if you could seamlessly manage your traditional workloads and also manage cloud-native and modern workloads all from a single pane of glass? Imagine if you had the choice to build and scale to your “best-fit” requirements – the ability to choose appliance, software, SaaS, managed services or a hybrid mix to grow and evolve?

In this webinar, we will explore how you can traverse your entire IT stack whether on prem, in the cloud, or both, using the Power of AND, while experiencing benefits such as

• Mitigating security risks as you modernize and move to the cloud
• Minimizing the cost and complexity of data silos and fragmentation
• Optimizing staff resources with an intuitive, consolidated data management experience
• Safeguarding your SaaS app data with proven protection

Anshuman Rai
Area Vice President – Sales
Commvault India and South Asia

Manish Kishor
Global CIO
Wockhardt

Pawan Chawla
CISO
Future Generali India Life Insurance

Pinak Chakraborty
CIO
Airtel Payments Bank

Rajesh Uppal
Group CIO
Maruti Suzuki

Rajkumar Ayyella
Chief Information Officer
KEC International

Yogesh Jiandani
Management Consultant
Information Security Systems International
Moderator

Customers today have higher expectations from customer support. So much that they will churn and never come back after 1 bad customer support experience. We are seeing a massive increase in # of tickets being raised by customers across all channels. This increase is significantly outpacing business growth leading to increased costs & lower NPS. While many companies have deployed chatbot to manage the increase volume of tickets, the deflection and resolution rates continue to be low.

To improve the customer experience, it is first necessary to understand the customer’s perception of the brand and to collect, analyse and implement the feedback of the customers. Agents are likely to be the first person-centred point of contact for customers. Even if a sale is made online, clients may require assistance.

Agents are now working remotely and with great resignation, we are seeing almost 100% annual churn in many contact centres. With an average organization today spending 4-6 months to train an agent, we have to rethink how we empower the agents to deliver first contact resolution with minimal training.

Unified-CXM Starts with Unified Customer Care

The best customer service experience is when you don’t need one. At Sprinklr, we believe this should be the goal of every organization; where the experience is so seamless that there is no need for people to reach out. Where product and service issues are predicted in advance and customers receive more proactive care. Where the brand fixes their problems before they become problems. Because Customer Experience doesn’t start at the front door of your contact centre. Most companies aren’t there today, but we want to help them get there by helping businesses unify the customer facing functions.

Join us for this exclusive webinar where you will learn how you can experience a new paradigm in customer service and overcome these challenges.

Prithviraj Surendranath
Senior Manager, Solutions Consultant
Sprinklr

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A strong credit score is important in assessing the credit worthiness of the borrower for timely disbursement of loans by financial institutions. In the absence of a good credit score, there is a huge probability of a bank/ a financial institution turning down the loan. What does it take to maintain a good credit score consistently and what processes should a borrower/ customer adopt?

The virtual roundtable on ‘CIBIL score and Report Awareness’ will help one to understand the nuances of what goes into having a good credit score’

Target Audience

Representatives from:

• Banks and NBFCs
• Fintech Companies
• Students Community and Academicians
• Manufacturing Companies
• MSMEs
• Retail Community

“The customer is still king, and in the tech-driven experiential age, Customer Experience—not service—is the king-maker.”

Outstanding experiences are the biggest differentiator for consumer’s in today’s Digital World. The global pandemic in the last couple of years has accelerated digital transformation and adoption at an unprecedented rate. Nowadays, marketers are dealing with changed consumer expectations, where marketing communication needs to be hyper-personalized, one-to-one, real-time and tech & data driven.

Advancements in technology, data, and analytics are allowing marketers to create much more personal and “human” experiences across moments, channels, and buying stages. A recently conducted McKinsey survey of senior marketing leaders reveals that 15% of CMOs believes their company is on right track when it comes to personalise experiences. And they are also preparing themselves for another tsunami of change that will be brought about by deprecation of 3rd party cookie data.

Ecommerce retailers are looking at boosting revenue by personalizing and curating 1:1 customer experiences, while also saving costs by enabling retail automation across catalog management, site merchandising, product, and marketing operations. This enables retailers to personalize for every individual shopper, ensuring the highest returns. Learn the specifics about how this works, different personalization strategies, and the goals they help achieve.

AI (Artificial Intelligence) plays a very critical and important role in 1:1 personalization as it allows marketers to surpass the individual customer’s frustration, challenges, problems and understand their expectations. Thus, going forward brands will need to invest in AI or ML based technology for capturing the consumer behaviors and preferences as well as prioritize key strategic and technological changes that make the most of their 1st party data to continue on the path of growth.

1:1 personalization is no longer a “nice to have.” Consumers will continue to gravitate towards and stay engaged with brands that speak to their unique tastes and interests.

To address these issues, Join The Economic Times Live Webinar on “Focused Persona Building: Strategies that will help you unlock the power of your first party data and 1:1 personalization” on 23rd June 2022 (4:00 PM – 5:00 PM) powered by Amazon Internet Services Private Limited (AISPL), Mad Street Den (Vue.ai) and FirstHive (AWS Partners), to discuss the various key pointers that how brands can be more focused on persona building and deliver the better customer experience and what strategies brands can adopt to win the game of 1:1 personalization/customer experience.

Key takeaways from the session: –

• • • • How the marketing landscape is evolving
      • Solving the privacy + personalization paradox using first party data
      • Improving eCommerce experiences with AI
      • Customer Experience Delivery: Strategies to deliver personalization across channels

Preetam Oswal
Regional Lead for Manufacturing, CPG & Retail Segment
AWS

Shradha R
Associate Director – Product Marketing
Mad Street Den (Vue.ai)

Vishnu Bhavaraju
Chief Growth Officer
FirstHive

To subscribe to The Times of India, The Economic Times, Navbharat Times, Mumbai Mirror, Pune Mirror, Ahmedabad Mirror, Maharashtra Times & Ei Samay —please click https://subscribe.timesgroup.com/subscription