I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.
16th June 2023, 6:00 PM - 9:00 PM IST
Moving Beyond NPS to Create Customer Delight
at Sofitel, Mumbai
16th June 2023,
6:00 PM - 9:00 PM IST
Here’s what we’ll discuss:
Companies have been focussed on NPS and CSAT measurement for far too long. CX practitioners are now looking to move beyond the scores to seek out improvements and anticipate bottlenecks in customer’s journeys, allowing them to build more resilient and customer-centric outcomes.
Proactively managing CX means focusing on listening to customers deeply, understanding the experience gaps, eliminating problems and adding value to the experiences we deliver. This proactive management of customer experience has led to improvement in customer retention and loyalty far more than familiar reactive approaches, but how can we predict the right actions to take at each stage of the customer journey?
In this session, we’ll discuss examples of how organizations are building multi-channel customer experience programs helping them to continuously deliver better customer outcomes. We’ll explore how technology is being integrated into existing internal and external channels and what time-to-value companies can expect from this new-age customer experience program.
Dinner at Sofitel
C 57, G Block BKC,
Bandra Kurla Complex,
Bandra East, Mumbai,
View on map
6:00 PM – 6:15 PM
6:15 PM – 7:00 PM
7:00 PM – 8:30 PM
8:30 PM – 8:50 PM
8:50 PM – 9:00 PM
This is an executive peer group meeting for 10-15 CX leaders. We use a conversational, story-telling approach that works best when everyone participates.
Who should apply for an invitation?
Participation in this In person peer discussion is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with directions to Sofitel, Mumbai.
We will follow COVID guidelines mandated by the government and the Venue.
Register to Attend
Here’s what attendees at past events have said:
A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.
I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.
Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.