Panel discussion on Decoding the Diligent CX Map: Trends, Challenges, Innovation in the Industry
3rd Annual CX Excellence Awards 2024
The Cognitive Map to Customer’s Mind: Connect, Converse and Coincide
This insightful panel discussion on "Decoding the Diligent CX Map: Trends, Challenges, Innovation in the Industry” was a great learning session for all the industry leaders who attended.
This panel discussion addresses several crucial aspects of creating a seamless omnichannel experience for customers and the impacts on businesses. Key points include the evolution of conversational AI for better customer engagement, measuring ROI for new customer experience technologies, balancing personalized CX with privacy and security measures, strategizing investments for long-term growth and loyalty, leveraging real-time responsiveness for customer feedback, enhancing efficiency through automation tools, utilizing data analytics for actionable insights, and the impact of Customer Data Platforms (CDPs) on advanced customer segmentation. The discussion explores the challenges, opportunities, and best practices in navigating these areas to improve overall customer experience and drive business success.
Expert Moderator for the Panel
Vineet Rajan : Head of Marketing- SAP Customer Experience, SAP India
Esteemed Speakers on the Panel
Vikram Singh : Head Customer Experience, PVRINOX Limited
Krishna Gautam : Vice President Customer Experience, Urbanic
Ankit Dixit : Head Of Customer Experience, BeatO
Rahul Tandon : Chief Customer Service Officer, Ecom Express
Writuparna Gupta Bakshi : Associate Vice President – Customer Experience and Operations, Junglee Games
Apoorva Arora : Head – Process Excellence & Customer Service, Cashify
Varun Sehgal : Director – Omni Channel, Limeroad.com
Vamsi Yeluri : Strategic Advisor, Smartping
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