V Ranganathan Iyer

[V Ranganathan Iyer @iyerranganathan]

#responsibleai #ibmtechnologysummit 2024 excellent show. MSIL Passport seva sessio n is good

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Identify why CX strategy is failing, understand the same when you plan.
Second factor is implementation is key.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Sourabh Chandre - key matrix. Beyond matrix on cust experience. Cust exp is not an expense it is investment. Expectation exp changed.
CX is competitive battleground, landscape has changed

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Golok explained how they are working on if you want to change name in passport system will ask for do you want this change happen in aadhar, driving license pan election ID card as aggregation initiative
Good initiative

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Aasish - planet is important than profit. Both are important, so design solution in such a way not only profit is there but planet is engaged when conceptualized.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Ashish jaggi - indicator incremental profit. Repeate customer, buy different product.
Lagging kpi focused to reduce it so that cust is happy
Yash employy engagement second is customer centric org not only sales, service.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Leading indicator bybsuhail.
1. Net promoter cost. For touch point and cus exp
2. Lag indicator persistence, repeat purchase
3. Grievance

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Yash sultania
Culture driven by board room.
Generation gap is reduced now a days, same happening with customers. Deploy solution wanted to save cost or you are going to be the differentiate in the business.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Technology cost we do more because for community it should be friendly said aashish. Being bcop it is mandatory.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Ashish Chandra
Culture, most authority directors, share holder profitability. Bcop certification, certification on people, community finally profitability. Aws, sussful because customer experience is key to success

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit suhailghai - high tech high digitization is the key. Parter like agents, banks also should be equally digitally enabled.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
Akash jaggi if culturally excited, then you will go for digital, to understand customer. Look for speed to predict, proactive to serve without customer calls.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
No difference in customer experience be itcat delhi or any small town, no diff in service. Same exzmple is digital payment.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit
First Session extract. Linking customer experience to Value.
Podium 140 years experience, golok kumar simli advisor and cto MEA. Customer delight, experience is delivering to mass. 3 manthra
Redefine, realign, transform or reform.

[V Ranganathan Iyer @iyerranganathan]

#TresconCX #worldCXsummit Good start by Andre Chiu.

[V Ranganathan Iyer @iyerranganathan]

@AnnieJMathew @kamalkarnatak @SAPIndia @SAP @SAPSupportHelp Point to be noted.

[V Ranganathan Iyer @iyerranganathan]

#ETFOM Unique conference. Potential to performance. India shift gears as a sustainable manufacturer partner for the world.

[V Ranganathan Iyer @iyerranganathan]

#ETIndustr4 scrap reduction is also crucial, direct bottom line impact. Where data because of i4.0 will help.

[V Ranganathan Iyer @iyerranganathan]

#ETIndustr4 traceability is another factor to go for I4.0. Man material method material with speed is crucial. Retrieval of data is also focused and is the outcome to serve the customer.