Mr.Praveen Singh is a leader in business transformation and payments professional with over 30 years of experience.
He is the former CFO of SBI cards.
Currently he is Divisional General manager of one of the fastest growing Exchange companies in the world, Al Mulla Exchange.
His innovative take on this business and the way CX is transforming the way their organization is functioning is very interesting.
CXREFRESH: How does Al Mulla Exchange maintain its leadership in a rapidly changing and highly competitive market?
Mr. Singh : Al Mulla Exchange is primarily a remittance company and we deal withthousands of customers every day in branches and is very important for us that customer derives maximum value from our products and services. While this remittance business is commoditized in terms of exchange rates we offer and primarily this exchange rate is offered by many companies together. What distinguishes us from other companies here is the customer experience we offer to our customers. Or whether they aspire to deal with us once again when they come to us next time totally depends on how was the moment of truth for the customer when they interacted us with the first time.
CXREFRESH: What is your take on India and its strength and leadership in the new world ? Especially in the BPO sector.
Mr.Singh: India we see brings in a tremendous skill set in terms of BPO businesses and it is not only us but the entire world looks towards India when they try to design something new, something valuable something long lasting in terms of processes and in terms of adding value to customers and in terms of products or in terms of superb customer experience.
CXREFRESH: Are you witnessing disruption in business ?
Mr.Singh: The business, we feel is getting disrupted everyday. We see new players coming into the market almost every alternate day.
CXREFRESH: How should leaders adapt to business transformation to win the hearts and minds of customers?
Mr.Singh: On transformation side, I personally feel that customer expectations from a business while it remained constant that we as an organization continue deliver value to them but then the dimension of that value keep evolving and the company which is able to predict and design the products and service will always win the heart and mind of the customer, hence transformation in business is very very important not only in the mind but in execution also.
Aakanksha Bhargava, a young 33-year passionate enthusiast who was born in the family that pioneered the moving business in India and believes she was always meant to be in the relocation Industry.
She took over from her father as the CEO of PM Relocations on August 13th, 2012. She has been working in the industry at an early age of 21 years, and holds an experience of over 10 years now with a vast exposure to international moving.
Watch out Ms. Aakanksha Bhargava, CEO PM Relocations speak about the CX strategies that she has implemented which is so unique from the other players in the industry.
This is one of the prime reasons behind the phenomenal growth of PM Relocations.
Ayush Global Private limited,Go Ayush.com is basically a market place for herbal natural organic goods where we have good number of manufacturers across the country who directly host and display their products on the marketplace for sale to end customers, so there are no layers in between whole-sellers, retailers or distributors and the packet directly reaches from the manufacturers godown to the customers which make it a unique platform.
Asha didi is India’s first voice operated virtual health assistant to speak and understand hindi, it is an integrated virtual health buddy meant to help common man, who suffer in absence of Right Information. sha didi can answer millions of queries related to health on Medicines, Diseases, Symptoms, Surgical Procedures, and First Aids etc.
Asha’s Integrated platform is designed by experts offering many facilities for one’s complete family health needs including – Online doctor consultation support, finding a related expert nearby, Personal Health Records – Sharing & Remote monitoring, Family profiles, family Doctors, Diet plans, Fitness guidance and many more.
Mr. Vikram Aditya Tirthani, is a true visionary and his immense and indepth research in creating and offering a perfect customer experience to his customers is truly resonating with the success he and his organization is enjoying today.
Avery Dennison Corporation (NYSE: AVY) is a global materials science and manufacturing company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company’s products, which are used in nearly every major industry, include pressure-sensitive materials for labels and graphic applications; tapes and other bonding solutions for industrial, medical and retail applications; tags, labels and embellishments for apparel; and radio-frequency identification (RFID) solutions serving retail apparel and other markets. Headquartered in Glendale, California, the company employs approximately 30,000 employees in more than 50 countries. Reported sales in 2018 were $7.2 billion.
A pioneer and a practical implementer of unique CX strategies which has definitely created an amazing impact on Avery Dennison customers.