This series will feature three online certification modules especially designed to deep dive into understanding Customer Experience (CX) as a differentiating factor for your brand. Super CX week is for organizations and leaders who are looking to implement or expand on their CX strategy in the next 3 to 6 months. Completion of all three modules, will entail a certificate of participation*.
Key takeaways: Three modules especially curated with leading CX experts and practitioners who have themselves mapped the customer journey and share insights from their own experience.
- Connecting the data within your organisation to make the right data available – for customer journey through all its touchpoints – in digital and physical channels
- Connecting the intelligence to action with data in real-time
- Connecting the silos of marketing, commerce, sales and service to deliver a truly connected customer experience
- Build a blueprint for an Integrated CX
31st January 2018 :Module 1 – Integrated CX in the Age of Discontent: Meeting Skyrocketing Customer Expectations through #SmarterCX
Whether you are rapidly scaling your business as part of Digital India or transforming your legacy business to be competitive in a digital world, delivering an end-to-end customer experience is crucial to your long-term success. Join this session to learn how organizations leverage #SmarterCX to meet and exceed skyrocketing customer expectations.
** Session topic and timing may vary
1st February 2018 :Module 2 – Redesign CX to Remove Friction
The 2nd module of Super CX Week, looks at CX from a marketing lens. Customer experience in itself is a broad concept, every brand must have a set of unique metrics along with a set of general metrics to measure the customer experience they provide to the customer. For a marketer it is a daunting task, therefore, this webinar will look at success stories, employment of use cases that win and learn from practitioners about the key strategies that worked for them in integrating their CX strategies and addressing customer concerns seamlessly.
** Session topic and timing may vary
2nd February 2018 : Module 3 – Finding Method into Madness: Understanding Customer Data
There is unlimited amount of data that is available to sales and services professionals today but how are they using this to leverage it. Experts will share valuable insights on how data galore can be used as an opportunity and create CX that is precise and addresses pain points. The module will give a practical frame work and use cases that attendees can use in their professional life to find solutions to this issue. ** Session topic and timing may vary
*Students are not entitled any certificate of participation
Module 1: Integrated CX in the Age of Discontent: Meeting Skyrocketing Customer Expectations through #SmarterCX
Session 1: Wendy Hogan, Customer Experience & Marketing Strategy Director, Oracle APACLetsTalkCX-India-Wendy-Hogan
Session 2: Amol Oberoi, Head – Digital Marketing, Hilti IndiaIntegratedCX-by-Amol-Oberoi-Hilti-v1
Module 2: Redesign CX to Remove Friction
1) Session 1: Madhukar Uniyal, Master Principal Consultant, Oracle Marketing CloudModule-2-Redesign-CX-to-Remove-Friction-_-Madhukar
2) Session 2: Sai Narayan, Group Vice President & Head of Marketing, Paisabazaar.comTRANSFORMING-CUSTOMER-PAIN-POINTS-INTO-INNVOVATION-sai
Module 3: Finding Method into Madness: Understanding Customer Data
Session 1: Ratnesh Mehra, Customer Experience Strategy & Transformation Leader, OracleCX-Part-3-Ratnesh-Ver-1.0
Session 2: Sumit Virmani, SVP & Head – Marketing & Communication, InfosysUnderstanding-Customer-Data-V2