Customer experience is the product

History has shown that every product and innovation gets commoditized eventually, and it is just a factor of time.

So, what is the moat that you should look at?

It is the customer experience.

The concept of customer experience has evolved from being just a buzzword to a fundamental driving force behind business success.

In most cases, the quality of your customer experience is more important than your products or services.

Listen to our panelists discuss specifically:

• Defining customer experience as the product and the shift in business perspectives.
• How do you measure the value of a good customer experience?
• How do you integrate customer experience into your product or service strategy?
• What experiences should you look at – multichannel, omnichannel, personalization?
• How do you correlate employee experience with customer experience and its impact?
• What is the role of technology in enhancing customer experience?

Meet The Panelist

Business Lead, Wealth and Retail Distribution & Digital Banking at SBM Bank

Komal Khullar

Komal has had more than 20 years of experience in the BFSI space with extensive experience in retail, commercial & SME banking, wealth management, digital initiatives, foreign exchange, and customer experience.

Prior to SBM, Komal has had stints with ICICI, Kotak Mahindra, and HDFC banks.

Product Marketing Professional

Arun Kailasam

Arun Kailsam is a Senior Product Marketing Professional with expertise in product marketing, sales enablement, content marketing, and global communications. He has over a decade of experience in the B2B marketing, especially in the product marketing space.

He has consciously employed creativity and critical thinking to deliver world-class marketing experience, while keeping customers at the center of everything. He has successfully led product marketing and growth at FarEye, ABB, and SolarWinds.

Senior Director - Instructional Design & Content Development at MPS Interactive

Vivek Achary

Vivek is currently the Senior Director at MPS Interactive, handling their content development and instructional design.

He is an engineer from IIT with a passion for everything creative. He has had varied experiences – working as a copywriter at multiple ad agencies, running his own agencies, software development, content development, and core marketing.

In his three decades of experience, he has greatly aligned the organizations’ objectives with customer needs and has championed customer experience across roles.

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.