Customer Experience Transformation Conclave - 2023 | Delhi Edition

7^th

December
2023

Taj City Centre,
Gurugram

A Non-Negotiable Business Imperative

The significance of Customer Experience (CX) has grown in light of technological advancements, shifting consumer trends, and heightened competition. It has become imperative for companies to give CX the utmost priority in order to maintain their competitive edge. According to a recent Forbes study, companies that focussed on improving their CX efforts were able to increase their revenue by 80%. It is also important to note that companies face the potential of revenue loss when they provide subpar customer service. Forbes also reported that poor customer service costs businesses more than $75 billion a year, with 67% of consumers claiming they would switch brands because of a bad experience. Recent research also revealed that, businesses in India lose up to Rs 11,640 crore in revenue every year due to poor service and inability to keep up with evolving customer expectations.

Tech-driven Omnichannel Experience

As customers become more digitally connected, it is important for businesses to provide a consistent and engaging experience across these digital touchpoints along with the offline channels. This makes it important for organisations to work towards developing a robust, cohesive CX strategy to improve omni-channel experiences. Organizations recognize the importance of harnessing cutting-edge technologies like Artificial Intelligence (AI), Machine Learning (ML), chatbots, self-service portals, data analytics, and predictive analytics to streamline customer interactions across various touchpoints. The integration of these technological solutions not only empowers marketers to analyze data for personalized customer experiences but also enables them to make precise predictions regarding consumer purchasing patterns.

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Creating a competitive differentiator

In an era where product and service offerings often reach a level of homogeneity, it's the quality of the customer journey that truly distinguishes one brand from another. Exceptional CX goes beyond merely meeting customer expectations; it is about anticipating the needs, providing seamless interactions, and fostering emotional connections. Businesses that prioritize CX not only attract new customers but also retain them, turning satisfied patrons into loyal advocates. Moreover, in an age of online reviews and social media, customers wield considerable influence over a company's reputation. A positive experience creates substantial advocacy thereby amplifying a brand's credibility. In essence, CX has evolved into the linchpin that can propel a business ahead of its competitors, fostering growth and sustainability in an increasingly competitive marketplace.

Navigating The CX maze

Following the resounding success of Team Marksmen Network's inaugural CX Transformation Conclave in Mumbai, we are thrilled to announce that we are now expanding our horizons and bring this remarkable event to the heart of India. The CX Transformation Conclave Delhi - NCR Edition promises to be even more insightful, engaging, and impactful, with an exceptional lineup of industry leaders, thought-provoking discussions, and innovative strategies that will continue to drive the transformation of customer experiences.