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.