Every function has a role to play in CX

In today’s age, customer experiences are scaling new heights. According to a recent survey conducted by PwC, 86% of customers are willing to pay more for a better customer experience. Studies also show that 89% of consumers have switched to a competitor following a poor customer experience.

These statistics underscore customer experience (CX) ‘s critical role in attracting and retaining customers.

However, what often gets overlooked is that CX is not the sole responsibility of a single department but a collective endeavor that spans the entire organization.

It is not just about the customer service team; it’s about marketing, product development, IT, HR, and every other function working harmoniously to deliver exceptional customer experiences.

Listen to our panelists discuss specifically:

• How can organizations cultivate a customer-centric culture that permeates all functions?
• What strategies can organizations employ to align product development and service design with customer needs and desires?
• What technology challenges do you foresee in integrating various functions with CX, and how do you address them?
• How is employee experience related to CX, and how do you motivate your employees to prioritize CX?
• How do you gain data-driven insights and use them to enhance CX?

Meet The Panelist

Vice President at KFin Technologies

Madhulika Sanghvi

As a CXO Incubator Member, Katalyst mentor, writer, panelist, and Podcast guest – Madhulika, shares her insights and perspectives on various topics related to leadership and transformation. She is an empathetic leader, a growth mindset advocate, and a transformation leader awardee.

She serves as Vice President at KFin Technology, leading domestic and international business development for fund services. She has over 17 years of experience delivering value to clients and stakeholders in the financial services sector.

Vice President - Head of Customer (Patient) Experience and Training at Pristyn Care

Mohit Varshney

As a Vice President at Pristyn Care, Mohit heads the patient experience and training function. He works towards uplifting patient experience across all touchpoints. He has devised and implemented many initiatives through which he influences key functional leaders to keep patients at the center of everything they do.

He is instrumental in implementing various programs to improve product offerings and processes.

Director at Energethics Engineering Solutions

Rohith B V

Rohith is a young entrepreneur with interests in the energy sector. He currently functions as the Director of Energethics Engineering Solutions. He firmly believes in improving the customer experience with every interaction with his customers.

With his customer-focused approach, he has grown his organization multifold since its inception in 2021.

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.