How do you use data to elevate the customer’s journey and CX?

The digital-first customers are not afraid of switching brands if their experience during their customer journey is not a positive or valuable one. 86% of consumers will leave a brand they were once loyal to after only two or three bad customer experiences.

Brands must ensure their customer journeys are as accurate and relevant as possible and provide the most relevant, personalized customer experience along the way.

To get an in-depth understanding of your customers and prospects, you need to have access to clean customer data.

To do this, you need the right technology solutions to both gather and integrate the data and display it in a way that provides actionable, data-driven guidance to construct and tailor the customer journey and the accompanying customer experience.

Listen to our panelists discuss specifically:

• What kind of tools and technology do you deploy to gather and gain insights from customer data?
• How do you orchestrate the customer journey to have a positive impact on the customers and prospects at every interaction?
• What are the different types of customer journey maps that brands can use?
• Does AI have a role to play in customer journey mapping and elevating the experience?
• What kind of investments should CMOs and CIOs look to ensure exceptional experiences?

Meet The Panelist

Vice President and Head of Digital Partnerships at Max Life Insurance

Manish Mahajan

Manish is the Vice President and Head of Digital Partnerships at Max Life Insurance Company Limited. His specialties include contact center solutions, customer management, analytics, and business development.

Before Max Life, he had stints with HFObserver, Quattro FPO Solutions, and Aviva India.

Chief Manager, Fintech & Strategy at TVS Credit Services

Abhishek Kumar

Abhishek currently functions as Chief Manager, Fintech & Strategy at TVS Credit Services Ltd. Kumar works with banks and other financial institutions to deliver digital transformation and fintech strategy through innovator and accelerator programs.

Prior to TVS, he had stints with EY, Medici Global, Societe Generale, JPMorgan Chase, and Lifestyle Properties.

Senior Director at Teleperformance

Jaspreet Joshan

Jaspreet Joshan currently functions as Senior Director at Teleperformance. He has managed contact center operations across various organizations, including Convergys India, 24/7 Customer Pvt. Ltd., HCL Technologies BPO, and Videocon Telecommunication Ltd., Hinduja Global Solutions, before Teleperformance.

He believes in standardization of processes, business planning & monitoring, knowledge & skills enhancement, transparency & ethics for sustained customer trust and patronage.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.