Elevating CX: Request to Resolution
In today’s competitive environment, providing excellent customer service is a key differentiator. And today’s customer expectations go far beyond what traditional customer relationship management (CRM) systems deliver.
The volume of service requests across multiple, disjointed engagement channels is growing. At the same time, agents are hindered by disconnected systems and manual processes, with no way to address the root cause of the issues they see day after day. Despite this, there is pressure to reduce operational costs.
To provide an effortless, high-quality experience, a new approach is needed, one that moves beyond simply managing customer contacts and individual interactions. The modern customer service organization must connect to every corner of the enterprise, working across the entire company to diagnose, fix, and even prevent issues.
Sofitel Mumbai BKC
C 57, Bandra Kurla Complex Rd, G Block BKC, Bandra Kurla Complex, Bandra East, Mumbai, Maharashtra 400051, India | Google Maps
The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.
CCO at Pidilite Industries
CIO at RBL Bank
President of Beauty & Customer Care Associate at Shoppers Stop
Head of Customer Service, Omni-Channel Retail at Shoppers Stop
VP of Customer Experience, Insights & Service Quality at Axis Bank
VP of Service Excellence (Quality, Training, Customer Insights, Analytics and Regulatory Compliance) at Reliance Industries
VP at Delex Cargo
AVP of Customer Experience at Axis Bank
AVP of Customer Experience & Excellence at HDFC Bank
Head of Customer Experience at Axis Bank
Head of Customer Care at Tata Motors
Head of Supply Chain & Digital Transformation, Petrochemicals at Reliance Industries
Global Head of Group Enterprise Customer Operations at Vodafone Shared Services
National Head of Design & Strategy, Customer Experience Excellence at Vodafone Idea
Director of Global Insights at Tata Global Beverages
Director of CX Designer at Bajaj Electricals
CX Manager at Aditya Birla Capital
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from ServiceNow
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert