Redefining Customer Experience: Connecting in Times of Crisis
Customer service is more crucial than ever. Before the COVID-19 pandemic, studies had shown that a 5% increase in customer loyalty can increase profits by up to 95% and that acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one. Under the pandemic, exceptional customer service has become even more critical.
As consumers and employees stay home and shift to an online lifestyle, customer engagement has surged. Companies who cannot deliver the right customer service and operational efficiencies to drive customer experience, face immediate churn. Additionally, competitors are now just a swipe away.
- What are some of the customer service challenges that companies have been facing as a result of the global pandemic?
- What are some of the solutions that were applied to overcome these challenges?
- What are some of the advantages that can be derived from good customer service?
Founder & CEO at Infinity Assurance Solutions
President at Olam International
Chief Portal & Mobile Officer at Matrimony.com
EVP of Customer Experience Centre & Virtual Relationships at Kotak Bank
Head of Customer Experience at Bajaj Allianz General Insurance Co.
Head of Application Operations & Operational Excellence at Kimberly Clark
Head of CX & Innovation at ABB
Head of Strategy & Customer Experience at Zivame
VP of Digital at Tata Capital
VP of Technology at Grofers
VP at Usha International
AVP at Bennett Coleman and Co.
AVP of Customer Relations at IndiGo
AVP of Solution Specialist at EXL
Director of Sales & Customer Experience at Lindström Group
09:50 am: Guests to check-in online
10:00 am: Welcome by The Ortus Club
10:10 am: Introduction of participants
10:20 am: Short address from ServiceNow
10:30 am: Discussion instigated by the moderator and continued by the group
11:15 am: Q&A and Lucky Draw
11:20 am: End of session
Founder and Managing Partner | The Ortus Club
Sam is driven by his passion for business development. His objective is two-fold: bringing together senior executives to discuss relevant topics in their respective industries and helping them build long-term relationships with one another.
After completing his Master of Engineering Science at Oxford University where he was honoured with an Oxford Half Blue for Rugby Fives, Samuel worked various years for both BP and Focus Reports in London. He then founded in 2015, The Ortus Club, a general-knowledge sharing company that provides online and physical intimate forums in which executives can come together, share knowledge and exchange ideas. Since their establishment, they have hosted more than 200 discussions in various locations in the United States, Europe, Australia, and South East Asia.