CX Conclave to chart the path for business focused customer experience
By Retail4Growth Bureau | September 14, 2023
Team Marksmen Network’ CX Transformation Conclave, to be held in Mumbai on September 15, will highlight why great CX is not just a “nice-to-have”, but a business imperative.
Customer experience is increasingly becoming central to business growth across business verticals.
Team Marksmen Network’ CX Transformation Conclave, to be held in Mumbai on September 15, will highlight why great CX is not just a “nice-to-have”, but a business imperative.
The company shares some data to reiterate the importance of CX today:
- The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in CX.
- For SaaS companies in particular, they can expect to increase revenue by $1 billion.
- Research from PWC reveals that customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services, simply for availing great CX.
Navigating the CX maze
While India’s CX landscape is dynamic and evolving, with India ranking third globally and leading the way in the Asia-Pacific region when it comes to CX maturity, its emphasis varies across industries and companies, according to research, says the company statement.
“Even though 79% of Indian firms today agree that CX is a means to drive revenue, only 17% of businesses are able to provide "exceptional" customer service. This leaves a lot of room for growth and innovation in the space, as also for deliberations on how to chart a way forward to greater heights. The inaugural edition of Team Marksmen Network’s CX Transformation Conclave, to be held on 15th September 2023 in Mumbai, highlights how CX can be holistic, focused, and clearly linked to business outcomes. By convening senior industry leaders and experts to deliberate on all things CX, it will highlight how companies can start building the capabilities, talent, and organisational structure needed to make this transition, lest they be left behind,” informs the company statement.
The event will also be witness to an exclusive industry recognition, Masters of CX, which celebrates companies that have thoughtfully crafted CX that is rooted in purpose, delivering experiences that are supercharged and impactful while being acutely focused on discovering and delivering on critical customer needs.
The initiative has been shaped by insights gleaned from an industry-wide consumer study conducted by LeadCap Ventures, with brands appraised on the following parameters:
- Customer Journey Mapping
- Omnichannel Experience
- Technology Integration
- Analytics and Insights
- Consumer Stickiness
- Employee Engagement
Offering his thoughts ahead of the event, Rajesh Khubchandani, Co-Founder, Team Marksmen Network, said, “Exceptional customer experiences are not just a goal; they are the cornerstone of the modern business strategy. In a world where choices abound, a total commitment to delivering outstanding CX is a true differentiator. It's the emotional connection built with customers that not only drives loyalty, but also fuels growth. Every interaction is an opportunity to reinforce a brand’s values and outperform expectations. Customer experience isn't just a department; it's everyone's responsibility. It's the path to sustained success, and the Masters of CX are proof enough that happy customers are the most influential advocates you can ever have."
