How do you measure the success of a customer-centric organization?

 

Customer centricity is about putting the customer first and keeping your customers at the center of everything you do. It is about truly understanding the customer so that you can anticipate their wants, needs, and communication preferences, create meaningful experiences and build lasting relationships with them.

The importance of customer experience is backed by research:

  • Brands with superior customer centricity bring in 5.7 times more revenue than competitors that lag in it.
  • Companies that lead in customer centricity outperform laggards by nearly 80%.

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    Every customer-centric organization wants to improve that delta on an everyday basis. For this, they constantly measure their customer-centricity.

    How do you measure the success of a customer-centric organization?

    Listen to our panelists discuss specifically:

  • The fundamentals of customer-centricity.
  • How do you create a culture of customer centricity, and how do you sustain them?
  • How do you track the financial performance of your customer-centric initiatives?
  • How do you measure employee satisfaction levels, and how do you relate them to customer satisfaction?
  • Real-life examples of a customer-centric approach toward the needs and expectations of customers.

    • Meet The Panelist

    Head Of Customer Experience, Learning & Development at Kissht | Ring

    Suraj Shetty

  • Suraj currently functions as the head of the customer experience, learning & development at Kissht which offers an instant line of credit to small merchants using QR codes. He manages the overall customer experience from check-in to check-out, be it online or offline. He ensures overall customer experience across all customer touchpoints through effective usage of technology.
  • Suraj has had stints with HDFC bank and three interesting startups. He has worked across functions that include finance, operations, marketing, technology, and automation. We are excited to have you as a part of this panel, and we look forward to listening to your views.

    • CEO and Co-Founder at LXME

    Jasmin B Gupta

  • Jasmin is the CEO and co-founder of LXME. She is relentlessly working towards building India’s 1st financial platform for women. She is skilled in banking, sales, P&L management, CX, strategic alliances, fintech, neobanks, business management, L&D, analytics, digital banking, project & product management, leadership, and intrapreneurship.
  • Prior to LXME, she had stints with Equitas, Kotak Mahindra, and HDFC banks. She is multi-talented – she can speak German, French, and Japanese. She is a trained classical dancer and excels at fine arts, and she is a public speaker.

    • Senior President - Head of Operations & Customer Service at Bajaj Allianz General Insurance

    Dipu KV

  • Dipu currently functions as the Senior President and Head of Operations and Customer Experience at the world’s 8th largest digital insurer, Bajaj Allianz. In his current role, he drives digital transformation, innovation, and industry leadership.
  • He has been instrumental in Bajaj Allianz, receiving numerous awards. Dipu’s passions include connecting with people, reading, speaking, writing, and traveling. He is a widely published author across magazines – mainstream and industry.

    • 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.

    • Date

    11 Jan 2023
    Expired!

    Time

    5:00 pm - 6:00 pm

    Location

    The Bharat Connect
    Chennai
    Uthaman Bakthikrishnan

    Organizer

    Uthaman Bakthikrishnan