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.
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.