Sofitel, Mumbai

Moving Beyond NPS
to Create Customer Delight
Networking Dinner at Sofitel, Mumbai

16th June 2023, 6:00 PM - 9:00 PM IST, Successfully Held

Moving Beyond NPS to Create Customer Delight
Networking Lunch
at Sofitel, Mumbai

16th June 2023,
6:00 PM - 9:00 PM IST,
Successfully Held

Presented by


Here’s what we discussed:

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 discussed examples of how organizations are building multi-channel customer experience programs helping them to continuously deliver better customer outcomes. We explored 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,
Maharashtra 400051

View on map


6:00 PM – 6:15 PM


6:15 PM – 7:00 PM

Roundtable Discussion

7:00 PM – 8:30 PM


8:30 PM – 8:50 PM


8:50 PM – 9:00 PM


Solution Expert

Harish Agarwal
Head of Customer Experience Strategy, Qualtrics

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.

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