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In today’s highly competitive and connected business world, customer experience has become a cornerstone for sustainable differentiation. Competing in the world’s third largest economy, brands in India are realising the need for better customer experience management.

OneDirect, a leading customer experience management platform, organised the second edition of Quest, India’s largest Customer Experience Management Summit, to address this emergence. The core focus of the summit was to increase awareness and exchange ideas around customer experience management, and how businesses can take advantage of new technologies and tools to provide better customer service.

Held on April 26, 2016, at Radisson Blu Plaza, New Delhi, Quest brought together 200+CXOs, senior marketers and customer service professionals from various sectors and leading brands. The event saw a galvanising confluence of ideas, thought leadership and insights on the evolution of CEM and fresh approaches to ensure customer satisfaction in India.

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Ankur Singla, founder of OneDirect and Helpchat, gave the opening remarks. It was followed by the first panel discussion, moderated by Ankur Warikoo, co-founder of Nearbuy. The topic for the same was “How to manage customer experience across channels and leverage customer data?” Panellists included Laxmi Rajan (Head – Customer Experience & Operations, Vodafone, Manish Dureja (Managing Director, JetPrivilege), Ankit Tandon (VP Operations, OYO Rooms),  Arvinder Gujral (Director Business Development, Twitter), and Ravinesh Kumar (Executive Director Public Grievance, Indian Railway). The session’s highlight has to be Ravinesh Kumar’s chronicling of how the Indian Railways’ Twitter handle works to help passengers with their travails. Gujral talked about how Twitter has been used by customers as well as brands to enhance the quality of customer experience.

It was followed by an innovative round table discussion where all the attendees got to participate and deliberate on topics like What will customer service look like in 2020, Best customer experiences are unique and not repeatable, Creating customer journey map to improve experience, and Creating customer-centric culture throughout an organization.

“Customer experience as a differentiator” was the topic for the second panel discussion that was followed soon after. Moderated by Harminder Sahni (founder and MD of Wazir Advisors), the discussion had panellists like Prabhjeet Singh (Head – Strategy and Planning, Uber), Gaurav Mehta (Chief Marketing Officer, OLX India), Alok Kumar (Chief Service Delivery Officer, Aircel) and Arvind Vohra (Country CEO and MD, Gionee). Gaurav Mehta’s remark on how he learnt from his daughter’s feedback on the bedtime stories (he narrated to her) was highly appreciated. Arvind Vohra and Prabhjeet Singh talked about how prioritising customer grievances and engagement has helped the growth of their respective companies.

The concluding section of the event saw the presentation of the much awaited Quest Customer Experience Awards 2016, one of the most important events in the calendar for CX professionals across the nation. Judged by Dharamarajan K. (Director, Customer Experience, Tata Unistore), Ravi Bhaskaran (Head, Business Development – South Asia, Twitter) and Deepak Rai (a leading CX/CRM professional), the winners were selected through a rigorous process. More than 100 nominations were received from 60+ brands. Out of that, 10 winners were selected across four categories.

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Here are the winners

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Customer Experience Innovator of the Year – Alok Kumar, Chief Service Delivery Officer, Aircel

Best Omni-channel Customer Experience Brand – Bookmyshow

Best Use of Social Media for CX Improvement – Oyo Rooms

LG, HDFC, Jet Airways, Uber, Vodafone, Dominos and Indian Railways were recognised as the Best Overall Customer Experience brands in their respective sectors.

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“Providing great customer experience is a tough job. While organizations across all industries are working tirelessly to provide the ‘WOW’ customer experience to their customers, we wish to celebrate the passion for building meaningful and lasting relationships with customers by recognizing our fellow customer experience, customer service and marketing professionals with Quest Customer Experience Awards 2016,” said Ankur Singla.

The discussions brought interesting insights on the challenges faced in this multi-channel world, how big data and AI can be utilised to improve user engagements through various channels, and use of automation and customer journey mapping to improve CEM.

OneDirect is paving the way ahead for the CEM industry in India and also recognises important achievements in this field. Apart from uncovering new understandings, Quest also helped raise the benchmark for customer experience in the country at large.

This article has been powered by OneDirect

OneDirect is a Customer Experience Management platform that helps brands manage their customer experience across all online channels including mobile.

It was launched in 2009 with the purpose of helping Indian brands overcome challenges they faced with respect to Customer Experience Management. Since then, OneDirect has evolved as a pioneer in the CEM space with a suite of world-class products that have been implemented by revered market leaders.

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