How do you nurture a customer-centric culture at your workplace?

We are in the middle of the experience economy, and there is no better differentiator than customer experience. How to provide the best possible customer experience is the question that every C-suite leader is grappling with.

The importance of customer experience is backed by research:

• Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in CX.
• Companies that lead in CX outperform laggards by nearly 80%.
• 66% of consumers consider customer service to be a dealbreaker when buying something.

Providing excellent customer experiences is all about cultivating a mindset, a philosophy, and a cultural identity that empowers your organization to want to serve customers in the best way possible. This brings us to customer-centricity and how it can be cultivated.

How do you nurture customer-centricity in your organization?

Listen to our panelists discuss specifically:

• The fundamentals of customer-centricity.
• Customer-centricity runs across the organization, and how do you create that culture?
• How do you link everything you do in your organization to your customers?
• How do you use technology to promote customer-centric culture?
• Real-life examples of a customer-centric approach.

Meet The Panelist

Chief Marketing Officer at Fino Payments Bank

Anand Bhatia

Anand currently serves as the CMO and EVP – Marketing, Analytics, and Business Intelligence of Fino Payments Bank Ltd. He is involved in building a phygital customer-centric bank – one transaction, one experience at a time.

Chief Operating Officer at INNOWIA

Vinay Kanchi

Vinay has two decades of experience in the contact center industry, driving innovative technology solutions for his customers.

He has worked with top business brands, online travel companies, and global airlines worldwide. He has set up contact center operations for various clients in India, Canada, China, and the Philippines.

Vinay is an expert in operations, sales & account management, business excellence, automation, and many other aspects of contact center operations.

Currently, he is COO at Innowia, building a building ground up in the business process management space.

Marketing Expert

Sreejith Nair

He has spoken directly to over 2000 customers across 50 cities, walking with them through the customer journey – sometimes to their doorsteps. This is the tip of the iceberg on how he innovated branding and marketing for some of the large brands in the banking and retail space.

Over the years, he has helped launch some of the most customer-centric brands in the Indian banking space using traditional media, digital, social, and artificial intelligence without underestimating the power of a warm smile and a gentle touch.

Marketing Head at ClearTouch

Dhivakar Aridoss

With due credit to Rene Descartes, Dhivakar lives by the saying, “I Think Therefore I Am.” He believes in 80% thinking and 20% execution on anything creative.

He executes the digital marketing strategies of ClearTouch on this 80-20 rule. Besides, if you want to chat up on automobile, formula 1, Hollywood, Music, Food, Single Malts, and any conspiracy theories, Dhivakar would be all ears and is equally a great conversationist.