Can we afford to do what customers are asking for?

Customers have an infinite choice; if you don’t give them what they want, they’ll switch to someone who can.

But do customers really know what they want?

The simplest example comes from Apple CEO Tim Cook, who recently noted that customers need data security, even though what they want is widespread freedom to use social media. Apple is making itself an expert on how to balance those two things.

Every organization must evolve a process to understand what customers mean regardless of what they say.

How do you figure out what customers need? It’s a combination of customer conversations, market and industry insights, and feedback loops, especially via insightful data about user actions.

Listen to our panelists discuss specifically:

• How do you find out what your customers really want?
• You may have built your offerings with certain assumptions, but your customers may use them in ways you did not intend. What do you do then?
• Most customers do not know what they need. How do you communicate to such customer segments what they should look at?
• How do you differentiate between customer needs, wants, and desires? How do you prioritize them?
• When to say no to a customer request, and how do you do them?

Meet The Panelist

Heading Customer Service - Retail Finance at Hero FinCorp.

Anamika Chatterjee

Anamika heads customer service in the retail finance division of Hero Fincorp. She has had stints with Amex, Religare, and ETMoney.

Anamika has been recognized as a Top 100 CX leader. Her focus has always been on ensuring customer delight, and her skills include operations management, project management, client relationship management, people management, training, quality, complaint management, and customer service.

Head Contact Center at Mahindra Integrated Business Solutions

Naresh Hotwani

Naresh heads the contact center operations at Mahindra Integrated Business Solutions. He has a demonstrated history of working in the consumer services industry on customer experience management.

His skills include operations management and business process design. As a contact center head, he has his ears to the ground when it comes to providing a customer experience.

Chief Executive Officer at Mahagram

Ram Shriram

Ram currently functions as the CEO of Mahagram and an Investor & Advisor at FidyPay.

He believes in a participatory leadership style with excellent relationship-building, interpersonal, and communication skills.

He has enormous experience in the payments domain and financial services in product management, consulting, marketing, business development, planning, strategy, and new initiatives.

Mahagram serves 800 million people through 4 lac banking stores in rural India.

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.