How do you use data to elevate the customer’s journey and CX? - The Bharat Connect (TBC) Community

The digital-first customers are not afraid of switching brands if their experience during their customer journey is not a positive or valuable one. 86% of consumers will leave a brand they were once loyal to after only two or three bad customer experiences.

Brands must ensure their customer journeys are as accurate and relevant as possible and provide the most relevant, personalized customer experience along the way.

To get an in-depth understanding of your customers and prospects, you need to have access to clean customer data.

To do this, you need the right technology solutions to both gather and integrate the data and display it in a way that provides actionable, data-driven guidance to construct and tailor the customer journey and the accompanying customer experience.

Listen to our panelists discuss specifically:

1. What kind of tools and technology do you deploy to gather and gain insights from customer data?
2. How do you orchestrate the customer journey to have a positive impact on the customers and prospects at every interaction?
3. What are the different types of customer journey maps that brands can use?
4. Does AI have a role to play in customer journey mapping and elevating the experience?
5. What kind of investments should CMOs and CIOs look to ensure exceptional experiences?

The panel discusses this in detail through this webinar.

Panelists:

Mr. Manish Mahajan - Vice President & Head Digital Partnerships at Max Life Insurance
Mr. Kumar Abhishek - Chief Manager, FinTech & Strategy at TVS Credit Services
Mr. Jaspreet Joshan - Senior Director at Teleperformance

Moderator:

Mr. Uthaman Bakthikrishnan - Executive Vice President at ClearTouch

Discussion Points:

1. What role does data play in proactively identifying and resolving customer issues or pain points in the customer journey? How can businesses leverage data analytics to enhance the overall customer experience?

What kind of tools and technologies do you use for this? Can you cite examples where data has helped you address customer pain points, resulting in a more satisfactory customer journey?

2. Can you share examples of how you have utilized predictive analytics to anticipate customer preferences, predict churn risks, or recommend products/services in advance, resulting in a more seamless and proactive customer journey?

3. What kind of customer journey maps do you use? What has worked for you well, and why do you think it worked? Can you take us through some examples and good practices in adopting a particular journey map?

4. Artificial Intelligence (AI) can significantly impact customer journey mapping. Can we look at some use cases where AI can positively map the customer journey and elevate the customer experience?

5. Investments in data analytics platforms and AI engines can be huge in terms of infrastructure and workforce. What kind of investments should CXOs look at to ensure exceptional customer experiences? Are there any thumb rules that you follow?

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