How to build the best customer service organization?

Customer service representatives are the face of your industry, and they are your brand ambassadors. Each interaction a customer has is an opportunity to enhance the loyalty of your customers towards your brand.

That said, excellent customer service isn’t just down to your frontline staff, but a customer might be won or lost there. That’s why it is so essential for everyone in the organization to work together to create memorable moments.

We all have heard of legendary examples of customer service by organizations like Zappos and CDBaby.

How do we provide such exemplary customer service?

Listen to the panelists discuss specifically the following topics:

• How do you empower your agents?
• How do you train your agents on your offerings?
• How do you bring problem-solving as a part of your customer service culture?
• How do you personalize your service and make every customer feel welcome?
• What would be the strategy to help customers help themselves?
• Live examples of excellent customer service implementations.

Meet The Panelist

Chief Executive Officer & Director at Depoc Solutions Pvt Ltd

AV Devidas

Devidas is currently the Chief Executive Officer & Director of Depoc Solutions Pvt Ltd. He has more than 27 years of industry experience with 18 of them in the insurance industry. He has worked with almost all the large insurance organizations in his career.

His expertise includes formulating strategies and business expansion in unexplored markets. He is an expert in product development, underwriting, claims, and compliance.

Customer service lies at the core of everything he does, and we would be keen to listen to his views.

Sr. Vice President & Chief Customer Experience Officer at IIFL Securities Ltd

Dharmender Narang

Dharmender currently serves as Senior Vice President – Chief Customer Experience Officer at the leading stock broking firm IIFL. Prior to this, he functioned as Vice President – Customer Experience at Motilal Oswal Securities.

His expertise include digitalizing servicing through various initiatives like WhatsApp and Chatbots. He has received the CX – Head of the Year – Stock Broking Company and has been presented with the Top 100 CX leaders award in India. He has also appeared in the ‘CX champions’ coffee table book of Skit.ai.

He has the pulse of customers across all functions of capital markets and the banking domain. He has a rich experience of 27 years in the industry.

Digital Transformation Futurist

Shefali Sonpar

Shefali is a recognized digital transformation expert who received the Insurtech Woman Achiever of the Year (India) 2021 award, was named in the Top 100 Global Women in Leadership by GCPIT in 2021, and received the Power Women Award by Lead India Foundation in 2021.

Shefali has held global leadership roles across business and technology with Fortune 500 companies. Shefali is best known for pushing innovation boundaries to improve customer experience and deliver enhanced business outcomes.

At a personal level, she harbors a deep interest in nurturing talent and has received global recognition for her efforts toward inclusion and diversity.

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.