Customer Experience is invariably the next big battleground.

With the biggest of the big companies competing on the basis of Customer Experience, it is not just a source of Competitive Advantage, but also a business Imperative. In this discussion, we will extensively explore Customer Experience Frameworks and Strategies to enhance and deliver WOW Customer Experience. With a special focus on the changing needs of the modern customer, we will cover the ideas around Customer Experience Management, Consumer Insights and Analytics and Digital Customer Experience. This module will also emphasize the dire necessity to actively listen to Customer Feedback to improve Customer Satisfaction.

We are ready to jump into the realms of Customer Exprience with both our feets. Are you?

The modern day customers look beyond just materials.

Consumers do not just want to buy things anymore. They want an experience, a moment, a human touch. This module will emphasize the power of storytelling and creating memories to strike a chord with the Customers. We will also discuss brand integration to increase customer loyalty.

Integrate emotions into Customer Journey Mapping and move Customers up the Customer Loyalty Ladder. Reimagine and redefine your Cusotmer Strategy and turn customers into fans, your product into a brand that resonates with them.

One thing that all companies have in common is an overwhelming amount of data. But amidst this conundrum, there lies an opportunity to have a 360° view of Customer interaction. This discussion focuses on unlocking the full potential of Customer Data.

Learn about the latest tools and frameworks to manage this customer data which in turn will help your customers achieve meaningful goals. Customer Experience Personalization is the key to win over your customer's hearts and minds. We will also talk about the role of AI and Automation in achieving this. Put on your thinking-cap, take out your pens and papers because this session is rich with dos- and dos- in Customer Experience.

With immense pressure on companies to re-invent and re-define organizations to be more customer-centric, this discussion will focus on the culture-change needed to transform Customer Experience Management. The discussion will also focus on building trust to increase Customer Life-time Value. What's more, you will also learn to coordinate all the departments to be as customer-focused as your customer service, support, and success teams.

True culture-change starts when you break down the shackles of organizational silo.

With the sole goal of Customer-Obsession in mind, be the pervasive force, the change agent your company needs to bring about this culture-change.

Find out what the future holds for your company as we explore the latest advancements in AI, IoT, Predictive Analytics and Automation. Learn to get into the minds of Customers with the power of Predictive Analytics. We will also touch upon the idea of striking the right balance between Privacy and Personalization.

AI has tremendous potential in Customer Service as it presents opportunities for Self-service through Voice-bots and Chat Assistants. Buckle up for this enlightening session that will inspire you to think and more importantly, DO!

Although CX has been around for 15 years, only in the last few years has it become more Functional and Operational. This innovative discussion will talk about finding the right talents for Customer Experience Management. Most companies do not have an exclusive job role that onlooks Customer Experience and that has to change if a company must excel.

With that in mind, this discussion will also focus on training your employees re-define the meaning of Customer Experience and Customer Satisfaction.