The Strategic Imperative of Customer Experience

In this foundational keynote, we’ll explore how CX has become a critical business differentiator. The session examines the evolution of CX as a discipline and its direct impact on business outcomes. We’ll analyze global success stories and their relevance to the Indian/Asian market, helping attendees understand why CX should be at the core of business strategy. The session concludes with insights into emerging trends and their implications for organisations.

Learning Outcome: Participants will gain a comprehensive understanding of CX’s strategic importance and its role in driving business success.

Building and Executing a Customer Experience Strategy

This session delves into the practical aspects of creating and implementing a CX strategy. We begin by examining the key components of a robust CX strategy, including vision setting, governance structures, and execution frameworks. The discussion includes methods for securing leadership buy-in, managing organisational change, and creating accountability systems. Special attention is given to overcoming common challenges in the Indian business context.

Learning Outcome: Attendees will learn how to develop and implement a comprehensive CX strategy aligned with business objectives.

Voice of Customer: From Insights to Action

Industry leaders share their experiences in building effective Voice of Customer programs. The panel explores various data collection methodologies, analysis techniques, and ways to turn customer feedback into actionable improvements. Discussion includes both quantitative and qualitative approaches to understanding customer needs, expectations, and pain points.

Learning Outcome: Understanding practical approaches to gathering and acting on customer feedback.