Journey to Customer Excellence
Uniting Innovation, Insight and Impact
- 27th June 2024
- Taj Santacruz, Mumbai
About this Summit
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.
About this Summit
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
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.”
ET NOW 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.
Industries
Discover Who's Invited!
CXOs
Heads of UX
Chief Digital Heads
Customer Experience Heads
Customer Relations Heads
Customer Service heads
Digital Transformation Heads
Customer Loyalty Heads
Contact Centre Heads
Chief Marketing Officers
Technology Heads
Customer Operations Heads
Customer Engagement Leadership
Heads of Product Development and Innovation
Heads of Consumer Insights and Analytics
Senior Management (CEO, CMO, COO, CDO, CTO)
What's in Store for You
Glimpses of 2023 Edition
ET NOW 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.
Selection Process
Glimpse of felicitation ceremony 2023
Selection Criteria For Inspiring CX Leaders 2024
ET NOW Inspiring CX Leaders 2024
Glimpses of Inspiring CX Leaders 2023
Who should attend?
Guest of Honour
Special Address
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
Presenting Partner
AI Partner
Knowledge Partner
Research Partner
media partners
Education Partner
Business Insights Partner
Conceptualized & Executed By
