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.
  • Director - Delivery and Transformation at Transformation Together

    Ankur Bansal

  • Ankur has more than 24 years of experience driving topline and bottom-line performances. He has successfully led large teams, and performed continuous and step-change transformations both in customer experience and business performance.
  • He currently serves as Director – Delivery and transformation at Transformation together. He has had stints with GE Healthcare, Orange, Barclays, and Sopra Steria prior to this.
  • Head Of Customer Experience at Ninjacart

    Ranjit Kumar

  • Ranjit currently heads the customer experience and service operations at Ninjacart. He is a vociferous supporter of CX finding a place on the board of every organization.
  • Ranjit has over 14 years of experience across verticals like fintech, mortgage services, m-commerce, brokerage operations, telecom, supply chain, and retail business.
  • Quantic Media has recently recognized him as one of the top 10 CX leaders of the year.
  • 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.
  • Date

    Mar 01 2023


    5:00 pm - 6:00 pm


    The Bharat Connect
    Uthaman Bakthikrishnan


    Uthaman Bakthikrishnan
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