#TresconCX #worldCXsummit Golok explained how they are working on if you want to change name in passport system will ask for do you want this change happen in aadhar, driving license pan election ID card as aggregation initiative Good initiative

#TresconCX #worldCXsummit Sourabh Chandre - key matrix. Beyond matrix on cust experience. Cust exp is not an expense it is investment. Expectation exp changed. CX is competitive battleground, landscape has changed

#TresconCX #worldCXsummit Identify why CX strategy is failing, understand the same when you plan. Second factor is implementation is key.

#TresconCX #worldCXsummit Aasish - planet is important than profit. Both are important, so design solution in such a way not only profit is there but planet is engaged when conceptualized.

#TresconCX #worldCXsummit Ashish jaggi - indicator incremental profit. Repeate customer, buy different product. Lagging kpi focused to reduce it so that cust is happy Yash employy engagement second is customer centric org not only sales, service.

#TresconCX #worldCXsummit Leading indicator bybsuhail. 1. Net promoter cost. For touch point and cus exp 2. Lag indicator persistence, repeat purchase 3. Grievance

#TresconCX #worldCXsummit Yash sultania Culture driven by board room. Generation gap is reduced now a days, same happening with customers. Deploy solution wanted to save cost or you are going to be the differentiate in the business.

#TresconCX #worldCXsummit Technology cost we do more because for community it should be friendly said aashish. Being bcop it is mandatory.

#TresconCX #worldCXsummit Ashish Chandra Culture, most authority directors, share holder profitability. Bcop certification, certification on people, community finally profitability. Aws, sussful because customer experience is key to success

#TresconCX #worldCXsummit Good start by Andre Chiu.

#TresconCX #worldCXsummit First Session extract. Linking customer experience to Value. Podium 140 years experience, golok kumar simli advisor and cto MEA. Customer delight, experience is delivering to mass. 3 manthra Redefine, realign, transform or reform.

#TresconCX #worldCXsummit No difference in customer experience be itcat delhi or any small town, no diff in service. Same exzmple is digital payment.

#TresconCX #worldCXsummit Akash jaggi if culturally excited, then you will go for digital, to understand customer. Look for speed to predict, proactive to serve without customer calls.

#TresconCX #worldCXsummit suhailghai - high tech high digitization is the key. Parter like agents, banks also should be equally digitally enabled.