Customer service data hides more than it reveals. Do you agree with this?

Customer service data originates from a variety of sources like support tickets, chat logs, surveys, social media interactions, customer feedback, and user adoption metrics, among others.

While it reveals insights on common issues, response times, and customer satisfaction levels, it often hides deeper, nuanced insights that are critical for long-term success.

Consider these numbers:

  • A Harvard Business Review study suggests that 91% of unhappy customers will leave without complaining, making it hard for companies to identify dissatisfaction through customer service data alone.
  • Forrester Research reports that 20-30% of customers are at risk of churn despite seemingly favorable metrics, but customer service data won’t always pick up on these signs.

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    While businesses collect and analyze customer service data extensively, they often fail to capture the full picture of customer experiences, leading to potential blind spots in organizations.

    So, there is a huge need for organizations to relook at their customer service data and see how they can ensure exceptional customer experiences. In this panel, we want to discuss specifically:

  • How do you avoid incomplete data narratives? What are the ways to address silent signals like non-complaints, churn precursors, and emotional context?
  • Is there a need for qualitative insights? Should organizations move towards delivering personalized quality experiences that discount the quantitative metrics?
  • What role does AI have in collecting and analyzing customer service data – both quantitative and qualitative?
  • How do you narrow the gap between customer service data and churn prediction?
  • Real-life examples of early warning signs that organizations should be wary of when it comes to customer service data.

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    Meet The Panelist

    EVP and Head Operations at SBI Card

    Monish B Vohra

  • Monish, as the EVP and Head of Operations at SBI Card, is in charge of driving customer experience and operational excellence. Monish has over 28 years of experience and is the recipient of the Golden Stevie for customer service executive of the year 2019. Under his guidance, the SBI Card team has won numerous prestigious awards, including the Stevie Awards for years 2019, 2021, and 2022 and the Golden Bridge Award 2019.

    • Global Practice Head- Channels, CRM and Customer Experience Solutions at Tech Mahindra

    Rajendran Murthy

  • Rajendran has more than 25 years of global experience and is currently functioning as Global Practice Head – Channels, CRM, and Customer Experience solutions at Tech Mahindra. He is currently responsible for driving consulting and delivery for channel, CRM, and customer experience solutions. He has successfully implemented customer engagement solutions for digital experience platforms, CRM, CX redesign, contact center, hyper-personalization, loyalty, customer onboarding, and customer analytics.

    • Director - Business Intelligence & Analytics at Zuci Systems

    Rajkumar Purushothaman

  • Raj currently works as Director of Business Intelligence and Analytics at Zuci Systems. Raj has more than 18 years of experience managing and delivering enterprise programs and projects of small, medium, and large-scale initiatives in Business Intelligence, Data Analytics, Software Engineering, and IT infrastructure & operations. Prior to Zuci, he had stints with FSS, YuMe, Minvesta, iNautix, and Sutherland.

    • Executive Vice President 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.

    • Date

    Nov 06 2024
    Expired!

    Time

    5:00 pm - 6:00 pm

    Location

    The Bharat Connect
    Chennai
    Uthaman Bakthikrishnan

    Organizer

    Uthaman Bakthikrishnan

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