ET NOW CX Summit 2024
Journey to Excellence: Uniting Innovation, Insight, and Impact
- JUNE 2024
- Mumbai
Overview
In the recent years, as business models have undergone a profound transformation with an exponential rise in the importance of customer experience. The customer experience (CX) industry is going through a big change. This change is driven by digital transformation and shifting consumer behaviours. Businesses are now exploring new ways to provide seamless experiences across different touchpoints. Trends like AI chatbots, predictive analytics, and hyper-personalization are reshaping how brands interact with customers. There is also a growing focus on emotional intelligence and empathy, which highlights the importance of building lasting customer relationships.
While the success of a company hinges on customer experience, numerous brands grapple with the challenge of creating meaningful interactions, despite their earnest efforts.
In the present digital era, organizations find themselves at the epicentre of a profound transformation in the dynamics of customer engagement. The significance of digital transformation in reshaping customer experience cannot be overstated. Customers, now more interconnected, informed, and discerning than ever, harbour heightened expectations of seamless, personalized, and delightful interactions across all channels – be it websites, mobile apps, social media platforms, or other digital avenues.
Businesses are now re-examining and strengthening their focus on customers. Customer experience is no longer limited to a single department or occasional marketing efforts. It has become a core ethos that influences every aspect of an organization. Businesses must now leverage data analytics, artificial intelligence, and personalized interactions to deliver smooth, meaningful, and consistent experiences that connect with their diverse customer base. In this context, the rise of customer experience as a strategic imperative is not merely a trend; it is a fundamental shift that could shape the destiny of businesses.
In an era of ever-changing customer preferences, organizations must continually evolve to remain competitive and meet customer demands. Let’s delve into the top CX trends that brands must focus on.
Growth Enablers
About the Summit
After the successful 4th edition in Mumbai, and in keeping with the spirit of our previous summits, the upcoming 5th edition of CX Summit is set to expand horizons and embrace new challenges as we embark on our journey to the 5th edition of the summit.
The CX Summit is a dynamic one-day event that delves into the transformative impact of domestic and international businesses in the Indian subcontinent on consumer experiences and brand management. It offers insights on Omnichannel Customer Engagement, Phygital Experiences, Personalized CX, Data Security, and other industry trends.
The focus will be on exploring the latest advancements in the field and addressing potential challenges that may arise when implementing innovative concepts. Attendees will have the opportunity to participate in interactive sessions and gain valuable insights from industry experts and technology executives.
Contrastingly, standout workplaces showcase environments where women feel valued, heard, and integral to the decision-making fabric. While strides have been made in female workforce representation, there’s a collective call for further enhancement. Corporate leaders bear a significant responsibility to adapt to evolving workplace dynamics and institute progressive policies. These policies should empower all employees, irrespective of gender, fostering an environment where women not only survive but thrive.
Join us in exploring and celebrating organizations that are not just breaking barriers but actively shaping a future where every voice, especially that of a woman, is not just heard but profoundly respected.”
The Customer Experience Summit aims to bring together industry leaders, experts, and enthusiasts to explore the changing landscape of customer experience, looking at trends, challenges, and opportunities. This overview provides information about the customer experience industry, current market statistics, and the focus areas of the summit. The focus will be on exploring the latest advancements in the field and addressing potential challenges that may arise when implementing innovative concepts. Attendees will have the opportunity to participate in interactive sessions and gain valuable insights from industry experts and technology executives.
Best Organisations for Customer Experience 2024
In today’s market, consumers have higher expectations from brands, and the CX sector plays a crucial role in making customers feel valued, involved, and motivated to make purchases. The way people search, interact, buy, and seek assistance has undergone rapid transformations. As the era of the 24/7 Digital Customer has emerged, organizations have placed a greater emphasis on prioritizing customer experience, a trend that will persist in 2024.
The summit will see various panel discussions, keynotes, fireside chats, and the unveiling and launch of the coffee table book – Excellence in CX for 2024. This event aims to recognize industry leaders and organizations in the field of customer experience (CX) who have consistently adapted to the evolving landscape by incorporating advanced CX approaches. It will also explore strategies for ensuring a digital customer experience while maintaining a human touch.
Selection Criteria
Who should attend?
CEOs & COOs
Chief Supply Chain Officers
Head Operations
Head of Procurement
Head of IT Infrastructure / CIOs
Supply Chain Influencers
Heads of the Supply Chain / Logistics departments
Heads of the Supply Chain Associations
Concerned authorities from Government departments including the Commerce Ministry, Ministry of Railways, Ministry of Shipping, MORTH, Food Processing Industries and others
Why Attend
Learn how the organisations are outperforming to reach the best places to work status
Pave a pathway for future leaders by implementing bold and deliberate decisions as a leader that enables a greater pipeline of diversity
Re-energize yourself and your team with new ideas
Inclusive session that will enable attendees to interact and engage with industry experts through interesting and thought-provoking discussions
Surveys and Polls during the event that will provide immediate feedback from the audience on varied issues
Opportunity to make meaningful connections
Who should attend?
CXOs
Customer Experience Heads
Customer Relations Heads
Digital Transformation Heads
Customer Engagement Leadership
Customer Service heads
Customer Loyalty Heads
Customer Operations Heads
Contact Centre Heads
Heads of Product Development and Innovation
Heads of UX
Chief Digital Heads
Technology Heads
Chief Marketing Officers
Heads of Consumer Insights and Analytics
Senior Management (CEO, CMO, COO, CDO, CTO)
Who should attend?
Key Takeaways / Why Should you Attend?
Speakers
Agenda
09:00 - 09:55 |
Registration |
09:55 - 10:00 |
Setting the tone |
10:00 - 10:20 |
Keynote Address: From Rural Roots to Digital Shoots: Empowering India's Hinterlands Through Technology |
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Emphasizes enhancing customer experience in rural India through digital solutions. This topic explores how technology can be leveraged to improve accessibility, affordability, and quality of products and services for rural consumers. It delves into strategies for tailoring digital experiences to meet the unique needs and preferences of rural customers, fostering engagement, trust, and satisfaction in the digital ecosystem. Explore collaborative practices that drive CX excellence and foster lasting customer relationships. |
10:20 - 11:00 |
Advisory Panel Discussion: Leader’s Opinion: How Customer Centricity Unleashes Endless Business Success? |
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Explore how leadership, from the corner office to the front lines, can elevate business transformation by focusing on customer centricity.
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11:00 - 11:15 |
Case Study |
11:15 - 11:30 |
Networking Break |
11:30 - 12:15 |
Panel Discussion: Innovate to Elevate: Tech Titans Leading the Charge. |
Today's customers have high expectations, demanding modern customer experiences that go beyond traditional services. This means adapting to customer preferences and exceeding expectations at every interaction. Technology, including AR, voice assistants, AI and the cloud, is shaping future customer experiences. Let's discuss how brands use technology for personalized and engaging customer interactions.
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12:15 - 12:30 |
Presentation/ tentative topic |
12:30 - 12:50 |
Fireside Chat: Elevating Brand Image: The Power of User-Centric CX Design for Delight |
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12:55 - 14:00 |
Lunch Break |
14:00 - 14:15 |
Standalone session: Transforming Feedback into Unwavering Loyalty |
14:15 - 14:30 |
Presentation |
14:30 - 15:00 |
Fireside Chat: Tap, Click, Delight: Redefining Convenience in Contactless Commerce |
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Modern consumers require both safety and convenience in their shopping experiences, demanding instant access to product details, payment options, and order fulfilment, whether they're shopping in physical stores or online. With the growing use of smartphones for in-store shopping, contactless commerce, driven by digital technologies, can revolutionize the retail landscape. These contactless digital interactions effectively bridge the gap between in-store and online experiences, leading to increased customer loyalty and higher spending during the holiday season and beyond. In this discussion, we will emphasize how businesses can craft contactless experiences across various industries to meet customer demands effectively. |
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15:00 - 15:20 |
Ice Breaking session : Brand story; Unveiling the Heartbeat of Brands: Crafting Memorable Customer Experiences Through Authentic Stories" |
15:20 - 15:35 |
Presentation |
15:35 - 15:50 |
Standalone Session: Tailored messaging, offers, and products: The Power of Personalization |
15:50 - 16:20 |
Felicitation 1 (Best Organisation for CX) |
16:20 - 17:05 |
Panel Discussion: Guarding Customer Trust: Ensuring Data Privacy Every Step of the Way |
This topic addresses the critical importance of safeguarding customer trust through the rigorous protection of data privacy at every stage of interaction. It explores strategies and practices essential for businesses to uphold data privacy, encompassing robust security measures, transparent data handling policies, and compliance with relevant regulations. By prioritizing data privacy, businesses can mitigate the risk of breaches, strengthen customer trust, and enhance brand reputation for sustained success. |
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17:05 - 17:25 |
Chief Guest/Guest of Honour: Digital Transformation: Pioneering Customer Experience in the Digital Era. |
17:25 - 17:55 |
Felicitation 2 ( Inspiring CX Leaders) |
17:55 |
Vote of Thanks & Conference Ends |
Disclaimer: The agenda displayed on this page is subject to change without prior notice. Please check back regularly for updates.
Partners
Knowledge and Research Partner
OUTDOOR MEDIA PARTNER
media partners
Education Partner
Business Insights Partner
Conceptualized & Executed By
