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: 

 
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:

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 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.