Key Takeaways:
- Over half of UK consumers intentionally withhold personal data from brands, exposing a significant trust gap.
- Senior executives in the UK are overly confident about customer trust, with 79% believing customers trust them with their personal data.
- The disconnect is amplified by ineffective data-driven communications, with 88% of consumers finding less than half of the brand content relevant.
The CX Conundrum: Understanding Customer Needs In the rapidly evolving business landscape, understanding and meeting customer needs has become a quintessential challenge. The CX Transformation Conclave, hosted by Team Marksmen Network in Delhi-NCR, focused on this critical aspect, addressing the key question every business leader asks: “What do my customers want?” In an age where technology grants customers unprecedented control over their purchasing experience, the conclave emphasized the importance of crafting a customer experience (CX) that goes beyond product delivery.
The Art of Customer Connection Effective CX is about creating connections that transform customers into brand advocates. This involves fostering touchpoints that resonate with customers on a personal level, surpassing the mere satisfaction of needs. The conclave highlighted how these organic connections can transcend transactions, leading to natural brand amplification through social media and personal interactions.
The Value of Positive Customer Experience The conclave brought to light the often underappreciated aspect of customer experience value. Despite many organizations recognizing the importance of customer satisfaction, few truly grasp the impact that a positive customer experience can have on their bottom line. This realization is crucial in an environment where consistency, ‘always on’ engagement, and innovative technological solutions are non-negotiable.
Strategizing for Clear Business Outcomes A diverse speaker roster, including industry leaders from various sectors, delved into how thoughtful CX strategies can translate into tangible business outcomes. Speakers like Sanjay Gupta (VP, NICE), Ankit Goenka (SVP, Bajaj Allianz), and Nidhi Chadha (Head of Customer Success, Reliance Jio) shared insights on leveraging technology and innovative marketing to enhance customer journeys.
The Evolving Landscape of Customer Expectations Akash Tiwari, Co-Founder of Team Marksmen Network, spoke on the evolving customer expectations, emphasizing the need for a hyper-personalized marketing approach. He highlighted the significance of using data, analytics, and AI to understand and respond to changing customer realities, thereby fostering lasting connections based on understanding and relevance.
About Team Marksmen Team Marksmen specializes in creating bespoke industry-centric knowledge platforms, including Roundtables, Summits, Workshops, and Recognition Ceremonies. With a track record of executing over 20 events with 300+ brands, they have been instrumental in helping businesses engage audiences and make informed decisions. Their ventures, including Marksmen Daily and the print magazine ‘in Focus’, along with Marksmen Media, a digital marketing agency, provide insights and strategies for business success.
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