Unlocking the Value of

Customer Experiences

In an era where consumer loyalty is increasingly ephemeral, industry wide research reveals that customer experience (CX) has become the lynchpin of sustainable business success in the Indian market. As organisations navigate the complexities of a rapidly evolving economic landscape, those that prioritise and excel in delivering superior CX are poised to outperform their competitors significantly. Companies across sectors are recalibrating their strategies to align with the shifting paradigms of consumer expectations. Today, the contemporary customer's perception of value extends beyond mere price considerations, encompassing the entirety of their interaction with a brand.

This holistic approach to CX demands connected journeys, transparent processes, and seamless omnichannel transitions, all tailored to individual preference. The delivery of exceptional CX requires a multifaceted approach. Organisations must cultivate a customer-centric culture that permeates every level of operations. This entails leveraging data analytics to gain deep insights into customer behaviours and preferences, enabling the creation of personalised experiences that resonate on an individual level.

Furthermore, research also indicates a significant uptick in investments in cutting-edge technologies that facilitate frictionless interactions across various touchpoints. Brands recognizing CX as a key pillar for sustained value creation are demonstrably fostering higher levels of customer loyalty and advocacy, thereby establishing a clear competitive edge in the market. This strategic focus on CX is not merely a trend but a fundamental shift in how successful businesses operate in today's dynamic marketplace. However, the path to CX excellence is not without its challenges.

The ever-evolving nature of customer expectations necessitates constant adaptation and innovation. Inflationary pressures and market uncertainties have compelled customer leaders to optimise their strategies, seeking ways to "do more with less".

This imperative extends beyond merely evaluating the technology stack; it encompasses a comprehensive review of people, processes, and the strategic implementation of automation to enhance CX initiatives. Moreover, organisations must navigate the complexities of data privacy regulations while striving to deliver personalised experiences, a balance that requires careful consideration and robust governance frameworks.

HONING A

CUSTOMER-FIRST CULTURE

Considering the criticality of customer experience in today's business landscape, and following the successful execution of the CX Transformation Conclave in Mumbai, we are now shifting our focus to Delhi. CX Transformation Conclave’s Delhi Edition will bring together industry pioneers to share insights on data-driven personalisation, emerging technologies, and ROI measurement in CX. By facilitating this exchange in the nation's capital, we aim to further advance CX practices, driving enhanced business performance and customer satisfaction across the Indian market.

Key
DISCUSSION POINTS

Leveraging data analytics for personalised customer journeys
Integrating emerging technologies to enhance CX across touchpoints
Balancing automation with human touch in customer interactions
Navigating regulatory challenges while delivering superior CX
Measuring and demonstrating ROI on CX investments

Why Attend?

Gain insights from CX pioneers who have mastered customer-centric strategies

Engage with in-depth panel discussions, real-world case studies, and stay abreast of industry-shaping CX trends

Exchange ideas on overcoming CX implementation hurdles and adopting proven best practices

Discover cutting-edge technologies that unlock CX's full potential to drive business growth

Connect with senior CX executives and peers from diverse sectors, fostering valuable professional relationships


Industries Covered

  • Manufacturing
  • BFSI
  • E-Commerce
  • Retail
  • Direct-to-Consumer Brands
  • FinTech
  • Travel & Hospitality
  • EdTech
  • Logistics
  • Pharma
  • Healthcare
  • FMCG

& more...

Speakers

Anamika Chatterjee

Anamika Chatterjee

Head Customer Service - Retail Finance

Hero Fincorp
Golok Kumar Simli

Golok Kumar Simli

Principal Advisor and CTO

Passport Seva Programme at Ministry of External Affairs, Government of India
Kumar Chandan

Kumar Chandan

Head - Customer Service- North & South

Panasonic
Kunal Sharma

Kunal Sharma

Head of Marketing & Business Head - Modern Trade & Ecommerce

KRBL
Monish B Vohra

Monish B Vohra

EVP & Head of Operations

SBI Card
Pooja Verma

Pooja Verma

Corporate Vice President - Customer Experience & Grievance Redressal Officer

Canara HSBC Life Insurance

Partners

Presenting partner

Nice

Associate partner

Exotel

Digital partner

Marksmen Daily

Magazine partner

in Focus by Marksmen Daily

Media partners

Business Standard Insignt Out
Silicon India
CIO Techoutlook
CRM Xchange
CIO Tech World
CIO Insider

Supporting associations

ABWCI – Association of Business Women in Commerce & Industry
SME Chamber of India

Brought to you by

Team Marksmen

WHO SHOULD Attend

  • Customer Experience Heads
  • Customer Relations Heads
  • Customer Service heads
  • Customer support heads
  • Contact Centre Heads
  • Customer care
  • Customer Success Heads
  • Digital Heads
  • Heads of Consumer Insights and Analytics
  • COO
  • Chief Digital Officer
  • Chief Marketing Officer