The customer experiences an organization either through the usage of the product/service, or word of mouth, or just a phone call. According to a recent article in the popular magazine 'Speech Technology', 92% of customers base their opinion of an organization on their Contact Center experience. Thus, Customer Interaction Management is the key to brand building and has to be leveraged to deliver complete value to the enterprise.
Every time a customer gets in touch with an organization, there lies a great opportunity to convert that interaction into a mutually satisfying and long-term relationship. Making the most of these interactions however, requires the right processes and systems in place. Organizations, unfortunately, pay little or no attention to enhancing the experience at customer touch points and as a result, lose customers to competition.
The banking and telecom industries in India have pioneered the use of Contact Optimization solutions effectively to further the concept of Customer Interaction Management. This, in turn, drives other industries to establish basic practices that would provide a stepping-stone to adopting Industry Best Practices and benchmarking. Moving forward, how implementation of Contact Optimization solutions would help organizations keep pace and gear up for the changing face of Customer Interactions is an area that needs to be examined closely.
This event will provide organizations a unique platform to establish the importance and relevance of implementing Contact Optimization solutions for various verticals. It would also provide a forum for top management to discuss and share ideas and pain areas with experts in the industry, their experience in technology identification, acquisition, implementation, and issues that they have to constantly grapple with. Ways of addressing these issues using technology as an enabler would also be discussed.
Who should attend?
CIOs, CTOs, heads of strategic planning (basically people who can initiate change) of Hospitals, Pharma, Airlines, Retail Chain, Hospitality, FMCG, Consumer Durable, Manufacturing, Automobile, Shipping, Logistics, PSU, Govt. in the region who need to benchmark their costs and strategy of technology and operations with regional and global best practices. CEOs looking to set benchmarks in customer service and satisfaction using technology as a platform should also attend.
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