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.