Smarter CX & You : Rethinking Customer Experience

Customer experience is currently the most exciting opportunity for a business. As organizations embrace digital transformation and new ways of engaging customers, they are stepping back to re-think the experience in all phases of their customer’s journey.

Paul Writer’s most recent event ‘CX Thought Leadership for Practitoners ’ was co-hosted with Oracle to discuss practices, tools, strategies and tactics that will be relevant in their Customer Experience (CX) journey in Mumbai at the Grand Hyatt on 12 of October ’17.

The evening roundtable hosted an engaging discussion challenging the status quo of the current practices in designing the customer experience journey.Picture: At the CX Thought Leadership Roundtable, Mumbai

Jessie Paul opened by share her most recent delightful customer experience story with Uber driver and kick-starting the open discussion.Picture: Jessie Paul, CEO, Paul Writer moderating the open discussion

The attendees then shared positive customer experience story from brands like Magic band, FitBit, Club Mahindra, Decathlon and more.

One of the most interesting point of discussion was – How do you empower you bottom employee to deliver a great customer experience within the organization. The discussion unfolded to understanding where each organization was on in its CX journey, understanding the challenges and the ways the organization is addressing it.

Picture: During the open-discussion at the CX Roundtable

Rajesh Varrier, Chief Information and Digital Officer, Birla Sun Life said “In this industry there is a significant challenge and the challenge is not just digital but also physical CX because the customers walk into the store to buy a policy or talks to an agent visiting them. The entire journey itself is a part of customer experience.”

Sanjiv Mahesh, APAC Sales Consulting Director (competency lead) Oracle took the stage to talk about the Framework & Metric for Smarter CX: Simplify, Innovate and deliver. He said “CX is the sum total of all micromoments” and shared inputs how to simplify, innovate and deliver the best customer experience to the customer.

Ratnesh Mehra, CX Customer Experience strategy and Transformation Director, Oracle India took the floor to share inputs about Connected CX: Sales, Service & Marketing use Scenario (B2B & B2C).

He said ‘CX needs rethinking and redefining’. He went on demonstrated how to understand your customer’s intrest in the pre-purchase phase.
Picture: Anoop M R, Regional Sales Manager, Oracle Marketing Cloud

Anoop M R, Regional Sales Manager, Oracle Marketing Cloud then demonstrated how Oracle can fix the gap in current industry strategies by talking about ‘Effective Marctech Strategies for Smarter CX’.

The roundtable saw attendees from IIFL Wealth Management, ICICI Bank, Godrej Interio, Kotak Mahindra Bank, Tata Motors, NPCI, Mahindra Holidays, TCS with designations CDO, VP & Head Digital Marketing, Head Digital Transformation & CTO, Global Head Marketing, National Head Marketing- Mobile Internet (3g/4G,Global Lead – Digital Marketing, Head Marketing, ‎CMOs, Head Technology.
Picture: Post-Session Sundown Networking

What does good customer experience mean to you? Share your experience with us #letstalkCX.


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