Mukesh Mirchandani

Your customers today have all the power. They decide how to spend their dollars not just based on the quality of your products and services, but also based on the holistic experience that they get with your brand. A “Customer-first” CX strategy is no longer a nice to have; it's a must! A lot of companies desire to create these customer-first CX strategies, but struggle to get it right. 

Join us as we explore some key concepts of Customer-first CX:

• Explore the right mix of channel strategy that enables you to engage your customers on their terms.
• Discover data driven insights that drives personalization at scale.
• Learn about how you can design these experiences without compromising on customer service agent productivity.

Modern digital channels have not only changed the way customers engage with businesses, they have also elevated the expectations that customers have. Today’s customer is always “on” and well informed. But have today’s businesses kept up with these heightened expectations? Have businesses had their Copernicus-esqe revelation that they need to revolve around the customers and not the other way round?

A customer centric CX Service Blueprint is a great tool to design your Frontstage actions, Backstage actions as well as Support Processes that are driven by empathy and customer centricity.

In this session, you will:

• Explore Frontstage actions, Backstage actions & support processes that enable you to engage your customers on their terms
• Ask the right questions that can help you create a service blueprint
• Learn how you can build your CX Service blueprint

With almost 3 billion mobile phone users using messaging apps globally to communicate, asynchronous messaging is quickly becoming the de facto method of communication. Today's consumer expects to use the same messaging channels to communicate with their favorite brands for their service needs. Join Mukesh in this session where he explores how you can seamlessly add messaging channels into your omnichannel customer service stack, thereby communicating with your customers on their terms while driving down the total cost of service in your organization.

Often times, organizations store customer data in disparate, disjointed repositories and are unable to harness the full power of this data. Creating a unified view of the data can be challenging, since there isn't a readily available schema to unify marketing, sales and support data. But what if we could use journey mapping, a key concept from design thinking, to weave customer data together. Join Mukesh in this webinar to explore a human-centric way to break down data silos.