How do you measure touchpoint effectiveness in your omnichannel strategy?

Today, customers have their preferred channels through which they want to reach your business. Depending on your business, you must be available on that channel. While adding a new channel is the easiest step, servicing your customers on the new channel can get to be a nightmare. 

How do you choose what channels that you want to be present in? And, how do you integrate all of the channels to have one view of your customers? 

This is something that we will discuss in this panel discussion. Besides, this panel would address: 

1. How do you listen and capture the data and behavior of your customers? 
2. How do you track and measure your customer journey across all channels? 
3. What does touchpoint effectiveness mean? What is the significance of measuring them? 
4. What metrics are appropriate for measuring customer satisfaction levels? 
5. How do you budget for CX initiatives? How do you tie them up with business outcomes?

Meet The Panelist

Vice President - Head of Analytics at Standard Chartered Bank

Vidhya Veeraraghavan

Analytics leader with hands-on experience in building & nurturing high-energy team of analytics professionals, having 18 years of experience in Banking and Information Technology Operations, solving business challenges by providing data-driven solutions through Big Data technologies and analytics storytelling, demonstrating strong leadership and communication skills.

Chief Information Officer at Orange Retail Finance India Private Limited

Balaji TK

Demonstrated Growth through technology . Expertise in the BFSI Domain, Retail Domain, Skilled in ERP, BI, RPA, Business Process, Business Planning, IT Cloud, Infrastructure Management, and Leadership. Tech Addict and Strong information technology professional.

VP Internal Audit at Equitas Small Finance Bank

Rukmani K Narayan

I am a seasoned banker with leadership and innovative thinking with experience of 30 years. A leader who has demonstrated ability to adapt quickly to different roles and achieve desired objectives. I have demonstrated communication and interpersonal skills to manage large teams, forge relationships, across levels and geographies. I come across as business savvy, a thought leader, and assurance professional, who is client focussed, innovative, inspirational, bringing out new perspectives leading to better solutions and implementations. I started my career as a Banking Assistant, and grew to be a Vice President managing Credit Audit for a Bank, and now recently enrolled as M-IOD. Currently pursuing CIA, and aspire to take up a leadership role in the GRC function.

Executive Vice President ClearTouch Connect Pvt. Ltd.

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.