Ashutosh Kumar

Marketing professional with significant experience in marketing and customer analytics.

[Ashutosh Kumar @thoughts_Ash]

https://t.co/MEXBQ5sVeO

[Ashutosh Kumar @thoughts_Ash]

Absolutely... disruption may always look like damaging in the beginning...

[MariNB @MariNBjorkman]

@thinking_yu @sasforums @P_Ensarguet Change can sometimes feel like damage but it also opens up new doors #SASchat

[Ashutosh Kumar @thoughts_Ash]

A5: There is more need to have innovations on the customer experience side than the tech side... there are tech giants who are on the forefront of tech, but what about defining innovative CX and talent acquisition should reflect these priorities. #Analyticsmodernization #SASchat

[MariNB @MariNBjorkman]

@sasforums A4 Ambitions and strategies are being set and followed by them all #SASchat - just look at the CSPs own web sites such as https://t.co/W8QZrJ0NyM

[Ashutosh Kumar @thoughts_Ash]

A4: Network service is enabler of experience... it is time redefine customer experience for telecom industry. Gone the time when 'no drop call' was considered as an experience...#Analyticsmodernization #SASchat

[Ashutosh Kumar @thoughts_Ash]

Telecom industry offers democratization of digital highways... a way to common people to take advantage of digital innovations and disruption... imagine booking a taxi via Uber without a network.. #SASchat #Analyticsmodernization

[Ashutosh Kumar @thoughts_Ash]

A3: Both - the recent lockdowns and also the war in Ukraine, established inevitable dependencies of our modern society on telecom services... This is an opportunity as well as responsibility for the industry.. #SASchat #Analyticsmodernization

[Ashutosh Kumar @thoughts_Ash]

A3: Both - the recent lockdowns and also the war in Ukraine, established inevitable dependencies of our modern society on telecom services... This is an opportunity as well as responsibility for the industry.. #SASchat #Analyticsmodernization

[Ashutosh Kumar @thoughts_Ash]

A2: in some part of the world, telecom operators offering banking services - mobile money or wallet is one big disruption... both for telco and banking industries... #SASchat #Analyticsmodernization

[Ashutosh Kumar @thoughts_Ash]

The question customers are asking, if I can get these services on digital... why not my service provider can offer me similar...

[Ashutosh Kumar @thoughts_Ash]

A1: The most sustained change these digital native companies have brought - change in customer's expectations. #Analyticsmodernization #SASchat

[Ashutosh Kumar @thoughts_Ash]

A1: The most sustained change these digital native companies have brought - change in customer's expectations. #Analyticsmodernization #SASchat

[Ashutosh Kumar @thoughts_Ash]

Ashutosh Kumar from chilly Stockholm #SASchat #SASchat #analyticsmodernization

[Michael Obermaier @crmcoach]

@sasforums Cross-functional collaboration beyond organizational silos will drive higher value and create bigger impact in #CX initiatives #SASchat

[Ashutosh Kumar @thoughts_Ash]

A5: Innovation and customer centricity in the organizational culture is the key... everything else would fall in line with these two driving the course #saschat #CX

[Ashutosh Kumar @thoughts_Ash]

Adopting to the reality and customer's expectations is the key... however, these two are never constant... #SASchat #CX

[Ashutosh Kumar @thoughts_Ash]

Can't agree more... You just read my mind.. #SASchat #CX

[Jori Besteman @jorib]

Tying #CX strategy to a company’s overarching digital strategy requires the creation of enterprise wide CX goals and KPIs that cascade through the organization #SASchat

[Ashutosh Kumar @thoughts_Ash]

And #CX related KPI should not be solely to customer engagement teams... all relevant teams/ departments should share the KPI, be it product, pricing, etc.. #SASchat #CX

[Thomas Karlsson @TKarlsson101]

A4: CX is not managed by a single person. It concerns the whole organization. CX needs to be aligned at the same level as digital transformation with defined KPI:s. #saschat #CX

[Ashutosh Kumar @thoughts_Ash]

Can't agree more, afterall the end goal should guide us to the path... instead we fix the goal based on the path we are on... #SASchat #CX

[Ashutosh Kumar @thoughts_Ash]

Absolutely, innovative usage of tools can change the experience from good to better... But organizations really should have such drive... beyond NPS calculations. #SASchat #CX

[Olivier B. @olgan92]

A3: as i just stated for the Q2... reason is that #CX is not Tools. #CX is "Life experience". So if you have the Tech, but you don't have #CX in your blood, you fail
#saschat #CX