Customer experience is the product - The Bharat Connect (TBC) Community скачать в хорошем качестве

Customer experience is the product - The Bharat Connect (TBC) Community

History has shown that every product and innovation gets commoditized eventually, and it is just a factor of time. So, what is the moat that you should look at? It is the customer experience. The concept of customer experience has evolved from being just a buzzword to a fundamental driving force behind business success. In most cases, the quality of your customer experience is more important than your products or services. Listen to our panelists discuss specifically: 1. Defining customer experience as the product and the shift in business perspectives 2. How do you measure the value of a good customer experience? 3. How do you integrate customer experience into your product or service strategy? 4. What experiences should you look at – multichannel, omnichannel, personalization? 5. How do you correlate employee experience with customer experience and its impact? 6. What is the role of technology in enhancing customer experience? The panel discusses this in detail through this webinar. Panelists: Mr. Komal Khullar - Business Lead, Wealth and Retail Distribution & Digital Banking at SBM Bank Mr. Arun Kailasam - Product Marketing Professional Mr. Vivek Achary - Senior Director - Instructional Design & Content Development at MPS Interactive Moderator: Mr. Uthaman Bakthikrishnan - Executive Vice President at ClearTouch Discussion Points: 1. How do you define customer experience in the context of your offering? Can you provide examples of how you have successfully embraced customer experience? How do you quantify customer experience? 2. How do you align customer experience with your product or service strategy? What challenges have you faced while trying to prioritize customer experience? Can you give some examples and ideas on how to overcome those challenges? 3. Personalization has gained a lot of traction in the customer experience space. Besides, organizations have started offering multiple channels for customers to reach them, and omnichannel is considered the defacto today. With all these rapid changes, how do you ensure consistency in the customer experience space? 4. I keep hearing that most leadership KRAs are tied to both customer experience and employee experience. I am sure employee experience directly influences the customer experience. What are your thoughts on this? How do you ensure exceptional employee experience and engagement, and how does it correlate with the objectives of customer experience? 5. How are you using technology to enhance customer experience? Can you give some examples or specific use cases of technology usage in the CX space? #webinar #customerservice #customerexperience #CX #customerjourney #customercentric #Customerexperienceproduct #cxmatters #productexperience