We have progressed to an age where it is literally all about the customer. The digitalization of everything has changed the customer experience management world and each organization now needs to assess how this will impact their processes, services and products. Gaining the in-depth knowledge about your customers is not something that happens overnight. It comes into fruition through insight from all customer touch points and channels across your entire organization. It's about knowing your customers inside and out so that you can create and deliver personalized experiences that will boost loyalty and advocacy towards your brand; differentiating you from the fierce competition.
The future of branding is experience. And, to be successful in the future of branding, marketers must become experience architects – devoted to expertly designing and delivering desired experiences in every moment of truth throughout the customer lifecycle. Brand experience is the last remaining competitive differentiator in an increasingly commoditized marketplace where products are often commoditized. As the importance of customer experience has exploded, everyone's role in the organization has transformed. We all face a new reality as we drive customer centricity and deliver value to the business.
Kamikaze B2B Media is proud to present the 5th Edition of Customer Engagement Summit which will be addressing the latest challenges and opportunities that you and your peers are facing. Do not miss your chance to be a part of India's leading event in Customer Experience. At Customer Engagement Summit, customer service and marketing leaders will share how they are building stronger relationships with customers that impact their overall business. Discover how to bring VOC to the decision makers of the organization to develop products, services and experiences that customers want and expect.
The theme of this year's edition is 'CX as the Driving Force Behind All We do'. The Summit, combines best practice sessions with "idea exchange" interactive sessions that are rich in discussions, debate and problem-solving with your peers. Join CX, customer value management, customer service and marketing leaders as they share how they are connecting the dots to build stronger relationships with customers that impact the bottom-line.
Most companies treat automation primarily as a cost-reduction tool. But while the cost and efficiency of providing human interactions are easier to measure than the benefits, engaging customers and connecting with them emotionally can be a truly powerful mechanism for improving customer loyalty and ensuring competitive success. In this keynote, Don Peppers will discuss:
How to measure success in CX is an increasingly discussed topic. How measures, what's really happening, can be threaded with metrics, the outcome of what you want to happen, and the overall business value for both the customer and company is difficult to effectively gauge. Especially in the rapidly changing digital customer world. How then do you prove the CX ROI?
Siri, Alexa, OK Google, Cortana, Watson. AI, IoT, blockchain, and everything-as-a service. Increasing technological capabilities and ubiquitous connectivity are rapidly supplanting human capabilities, and yet… Competitive success for a business depends entirely on developing loyal and engaged customers, and customers are human beings. Humans don't empathize with machines, they empathize with other humans. You can't hurt a machine’s feelings, but to succeed as a business you must be capable of feeling your customer's hurt. In this Master Class, Don Peppers will teach us how to:
Founder & CEOGlobal Tech Consumer Product Company
Non Executive Board MemberIIFL Wealth Finance Ltd.
DirectorTerragni Consulting Pvt. Ltd.
Chief Marketing OfficerAditya Birla Health Insurance
SVP & Head - OperationsTata AIA Life Insurance Co. Ltd.
Chief Marketing & Chief Customer OfficerShoppers Stop