In fact, the ‘always-connected customer’ wants personalised, frictionless experiences delivered to him at a break-neck speed. The panel was moderated by Alokesh Bhattacharyya, Senior Editor, ET.Understanding customer behaviour is a must before designing your CX strategy. “Companies today have very complex structures with a chief information officer, a chief digital officer, a chief analytics officer, a chief data officer, etc. “We deal with multiple verticals, so there are customers within customers who work in silos within the organisations. For companies to excel in CX, just assigning a team to that won’t help.

Source: Economic Times March 16, 2020 12:00 UTC