On the first day of 2019, it is incredibly important for us to share the greatest shifts in that changed the world of business in many ways. We are a CX design company. We see the world of business with the lens of customer experience simply because, the customer can make or break anything.

Setting context : SnapDeal

SnapDeal shot to fame as one of the fastest growing, powerfully funded e-commerce company in India. They evolved fast. In 2016-2017 though things started falling apart. The business, the regulations, the funding, mass firing, negative PR and almost everything that is enough to shake the morale of absolutely anybody.

SnapDeal scripted the biggest CX-in business turn around in 2018

When most people had written off SnapDeal, when everybody started talking about the other darlings of the E-commerce world, Kunal quietly put the deck of cards together. He went back to the drawing board and SnapDeal has emerged a winner. The traction is increasing, customers are buying more. The business is seeing positive growth.

They focused on CX. Everything else was noise.

The CX/REFRESH team assessed the overall voice on social media and otherwise around SnapDeal. We saw a comeback simply because the customer got what he paid for. More promises were kept. The failure rate was reduced.

Setting context: twitter you did it!

The pundits in Silicon Valley and otherwise globally were quick to remark that twitter possibly is losing its grip. Jack had it going good for a while but the product had lost its relevance.

From Jack’s letters to employees to the sheer focus on product, partnerships with policy makers globally and better advertising value proposition, twitter made a comeback.

After the purge, twitter still has a massive loyal active base

twitter did a great job by purging fake accounts. This is what any responsible social media platform must do. The overall uptake of twitter has only increased since then.

Now of-course there is a long way to go for twitter to still find itself in the hands of the next billion connected users. We are hopeful that their purposeful approach on building meaningful CX will only grow twitter to be more relevant for the world once again.

CX is the future of business success

Sheer focus on CX is critical for business success. In the past 2 years we have undertaken 300+ hours of CX/REFRESH Workshops and 10+ CX/REFRESH Audits. From product to sales and marketing, CX is relevant at every stage of your business growth.

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One of the top 3 investments for any business to thrive in the future is to setup people, processes and technology to build world class customer experience. 

About the event : agenda

  • 2:00pm – 2:20pm – open networking
  • 2:30pm – 2:40pm – introduction by Paritosh Sharma, Founding Partner, TAG Advisors
  • 2:40pm – 2:55pm  – Why is CX critical for business growth, Deepak Kashyap, Co-founder and CEO, DialDesk
  • 3:00pm – 4:30pm – How CX creates billions in value (pane discussion)
    • Deepak Kashyap, Co-founder and CEO, DialDesk
    • Anil Porter, A.V.P. IT & GDS Services, ITQ
  • 4:30pm – 5:00pm – Q&A
  • 5:00pm – open networking



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Customer Experience is a business critical conversation that no business can afford to miss. This was clear at the ‘customer strategies summit 2018’ by CRM Academy Of Asia.

At the onset we thank the team at CRM Academy Of Asia to invite the team from CXREFRESH. Feel free to check tweets from the event with #CSS18 and follow @crm_asia

The conversation that ruled at #CSS18

The event brought together industry leaders that are championing CX at their organisations with technology, content, storytelling and deeply understanding the overall customer journey. The most riveting conversation was around the use of new age technology and digital tools to “listen to the customer faster” and create interventions that create a powerful and more engaging customer experience.

A strong emphasis was on how businesses of all nature are being impacted by the sheer pace of digital transformation. The speakers shared their insights on how they are using a mix of technology and human intervention to create world class customer experience for their customers.

“We listen to our customers on social media and have put in place technology that touches them across all experience points when they check-in to our hotels and otherwise”

 – Soumonath Chatterjee, Director of Loyalty, Customer Experience and Distribution, India and South Asia, Accor Hotels

“Make your customers your cheerleaders by creating a customer driven brand”

 – Krishnan Chaterjee, SAP

“You must make efforts to create deep and meaningful relationships with your customers. There will always be gaps, but a great relationship will always lead to a great experience”

 – Rajiv Gupta, Founder and CEO, Next Inc.

The Customer Strategies Summit 2018 established strongly the ever changing world around us. Customers have ever increasing access to more information and their expectations are evolving.

We absolutely enjoyed our participation at the #CSS18 and we will take our relationship with CRM Academy Of Asia to new levels to bring CXREFRESH Leadership Workshops to the world.

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FinTechs have made incremental gains and are reaching and engaging a critical mass of bank-first customers. FinTechs are setting new standards for innovation and customer experience. Around the world banks are reviewing their branch expansion plans. This has far and deep reaching impact on hiring, investing in technology and more.

The banking industry has been slow to evolve. FinTech industry’s stellar growth proves the fact that the customers were ready for a better experience. They hence became FinTech customers first.

FinTech’s provide superior experience

FinTech’s are tech-first companies. While they build over the backbone of the banking industry, they are able to win customers a lot faster. Because they focus on the customer first. Their core focus is on building a phenomenal end customer experience to be more valuable over the banking layer.

What has been disrupted : payments and lending

There are examples around the world. PayPal, PayU, Stripe, PayTM, Apple Pay, Samsung Pay and so many other FinTech companies that started as pure play payments companies. Many of them have now diversified to be FinTechs that have built solutions for lending and other banking transactions.

The volumes of transactions happening via the FinTech applications have risen sharply especially in emerging countries. While there has been a considerable traction in the US, in China and India these numbers quadrupled in terms of new customer adoption growth rate.

What is driving this fundamental shift which cannot be ignored anymore?

Customer experience (CX). The asset that FinTech’s are investing in is CX. They are using data modelling, front-end technology, AI, ML and the old-school customer interactions to understand customer behaviour and choices. 

This investment in CX is creating billions of dollars in value.

DialDesk research insight

We strongly believe that CX is the fundamental foundation for absolutely every business to remain relevant in the future. The future that we are discussing is not the next decade. Infact this future in many ways has arrived already.

Great customer experience in banking can be worth millions – Forrester

At DialDesk we are advising businesses to create innovative CX solutions and win customer loyalty, trust and increase retention and referral.

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The DialDesk research is responsible to keep looking out for trends that successful businesses are adopting globally to stay relevant, competitive and win customer love and loyalty.

The trend that we see staying relevant till at least 2020 is : meaningfulness and empathy

The important fundamental that led us to meaningfulness and empathy is the growing inclusion of social media in our lives. Also we studied how it impacts the social fabric of the society and the human nature. Humans are proven to have the shortest attention span. This is not going to change unless a fundamental shift appears in the way humans engage with technology.

We see a shift happening already

A conversation that is picking up steam around the world is how social media fails to emulate the social fabric of humanity. We see successful businesses already communicating empathy and meaningfulness to their customers and the world around at large.

Example in case : Microsoft

Microsoft’s CEO, Satya Nadella’s videos with the employees showcasing various innovations is an incredible example.

How are you getting your business ready to deliver world class CX for your customers?

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