Specific actions that you should take to be more customer-oriented

To build a customer-oriented culture, you must understand your customers and their needs. This involves collecting customer data from disparate sources and having a 360-degree view of your customers. You should derive insights from this data and put them into action.

The key components of customer orientation include:

• Understanding what your customers need.
• Listening to your customers.
• Considering customer impact at every interaction point.
• Giving customers what they consider valuable.
• Getting sales and customer service to collaborate.

We want to discuss how organizations can bring in customer orientation as a part of their culture.

Listen to our panelists discuss specifically:

• The fundamentals of customer-orientation.
• How do you create a culture of customer orientation, and how do you sustain them?
• What kind of data should you collect to understand what your customers want?
• How do you act on the insights and feedback that your customers provide? Talk about some life examples.
• How do you ensure a people-first attitude within your organization toward providing better customer experiences.

Meet The Panelist

Head - Customer Experience at Equitas Small Finance Bank

Smitha Kumar

Smitha is a specialist in customer experience with over 20 years of experience in the BFSI segment.

She currently heads customer experience at Equitas Small Finance Bank. Prior to this, she has had stints with Franklin Templeton, Cholamandalam MS General Insurance, Cholamandalam DBS Finance, and GE Money.

Smitha is a COPC-certified coordinator. She is a lean sigma black belt certification holder and a ISO internal auditor.

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.