Gurgaon, NCR, May 17 2023: The recently concluded 10th global edition of World CX Summit in Gurgaon brought government leaders and an inspirational line-up of experts and solution providers together to discuss the latest challenges and explore the latest applications in data powered solutions.
“CXOs need to align themselves to Data Democratization for leveraging the true potential of data and datafication in enhancing customer experience, product development acumen, operations, innovations, prediction of new opportunities and connecting to the masses at a population scale with ease and affordable cost.” Said Golok Kumar Simli, Principal Advisor and Chief Technology Officer, Ministry of External Affairs, India
Harshavardhan Chauhaan, VP, Chief Marketing & Omnichannel Officer, Spencer’s Retail & Nature’s Basket added “Consumer Centricity is the only constant strategic business lever for success across industries. The Right CX strategy emanates from being consumer centric first before anything else.”
One of the summit’s most prominent discussions was the panel on ‘Quantifying the Intangible: Linking Customer Experience to Value’. In this panel the speakers highlighted the challenges faced by companies in improving customer experience. They discussed how many companies aspire to transform their customer experience but struggle to measure the economic impact of such changes, leading to uncertain results. They highlighted how companies can ensure that their customer experience programs yield a positive return on investment, the speakers emphasized the need to establish a link between customer experience and value
The speakers of this panel discussion included Golok Kumar Simli, Principal Advisor & CTO, Ministry of External Affairs; Akash Jaggi, Global Director, Customer Delivery Experience & Digital Transformation, Schneider Electric; Suhail Ghai, Chief Digital & Information Officer, Max Life Insurance; Aashish Chandra, Chief Digital & Technology Officer, The Body Shop; Yash Sultania, Co-founder & CEO, Survey2Connect and moderated by Ajay Nambiar, COO & Chief Service Officer, PYP, M3M.
Rahul Tandon, Chief Customer Service Officer, Ecom Express Limited was part of panel discussion on the topic ‘Amplifying Total Experience (TX): Unleashing the Power of Emerging Technology.’
He was joined by Samuel Gier, Customer Experience Lead – India, Nothing; Ashish Shukla, Head of Customer Experience, Flipkart; Pranashu Rastogi, Head of Customer Experience, Jubilant FoodWorks, Joe Emmanuel; Vice President of Products, Global Business Development and Presales, Route Mobile Limited. This panel discussion was moderated by Dilpreet Singh, Head - CRM, Loyalty & Customer analytics, ITC Limited.
The World CX Summit also included Tech Talks from Brian Bischoff, General Manager and SVP – Genesys; Kushagra Goswami, Sr Advisory Solution Consultant, ServiceNow; Harshni Sreedhar, Director of Strategic Partnerships, APAC & MEA, Uniphore; Sameer Narkar, Founder and CEO, Konnect Insights; Shyam Krishnan, VP - Customer Experience, Exotel; Saurabh Chandre, AVP and Head – Sales – CX, (India , APAC and MECAA), Tata Communications; Pooja Ujwal T Makhija, Executive Director and Co-Founder, Phonon Communications Pvt Ltd.
The event was organised by Trescon is a global business events and consulting firm .