India CX Summit 2022

We are standing at a unique precipice. In this digital world, with customers increasingly cited as a key driver of loyalty, business growth = 24/7 competition for customer attention. Organizations need to create a brand-new growth blueprint on factors such as digital natives, customer interactions, and aesthetic DCX.  But, HOW can we embed digital strategies into operational models? How can we make the digital experience a turning point for customers?

In a post-pandemic era, customer expectations have changed drastically. To stay ahead, serve better, and keep the growth curve upward, businesses need a better and more constructive approach to dive deep into gaps, pain points, and challenges of customers.

Here traditional approach to measure CX based on the survey, CES, and NPS don't suffice. To get granular insight into the CX cycle, we need humungous data as everything today depends on the data pool. The FRACTURE POINT is—how to navigate the shift from automation to prediction. How do we enrich a company with real-time insights? How can data & analytics transform the art & science of CX?

Indeed, COVID-19 has forced organizations to adapt to policies and operations rapidly. Yet, there are ample challenges to resolve, particularly in customer communications, to increase engagement, accelerate processes, improve relationships, and drive revenue.  How does the separation between Marcomm and Techcomm impact today's enterprises? How can we strategically integrate Marcomm and Techcomm? How will this collaboration enable the type of relevancy and communication that customers today crave? 

Emerging technologies momentum is relentless. New advancements are shared, tried, tested, built, and reshaped every single day. These emerging technology trends have the potential to empower the customer experience radically. The challenge is to unlock the shared value and convergence that these experiences create.

To catch the next super cycle of advanced tech with impactful CX and stay ahead of the competition, a business must cater to the human behind the customer. For the same, the ASK is—HOW to deepen Web3 CX with emerging technology trends? How to process automation and future-proof CX?

By 2026, 1 in 3 organizations will have metaverse-ready solutions. 25% of people will send 1 hour out of every 24 hours on the metaverse.  This will imply future CX— breaking down global barriers, blurring the gap between contact centers and self-service, bolstering customer engagement mix, augmenting remote revolution, etc.

More than ever, future customers won't compare a brand with their competitors. The competition will be with the best service that they offer. How can we power up next-gen CX delivery? How can we combine multiple technologies for exceptional CX?. How do we build a touchless experience, delivering the passion and warmth typifying our unique experience?

With the sudden influx of technologies and integrations, cybersecurity risks are also increasing. This, in turn, is further augmenting the need for consumer data protection. Cybersecurity seems to be a strategic tool to build customer confidence. It informs customers about what, how, and when data is collected, stored, and used. It even gives the customer option to opt out or delete. As a result, it polishes customer loyalty. Nonetheless, the ASK is—How does the dynamic roadmap of secure and quality CX posture look like in this changing digital landscape?

Today data is the heart of decision-making. Companies across the globe are integrating their marketing data with multiple other business sources like customer service, CRM, sales, supply chain management, etc. This, as a whole, is providing valuable insights into customer behaviors.

Getting ins and outs of customers and prospects is directly proportional to success. The reason is, that this qualitative and quantitative analysis provides a solution to customer mysteries. Helps increase profits and save costs by collaborating on each customer’s journey fundamental. But the ASK is—HOW can we benefit the business with a robust alliance of cross-functional data analysis?