Day 1- Wednesday 13th November 2019
Wednesday, November 13th, 2019
In this innovative and interactive format, spend 25 minutes listening to a best-practice panel discussion before the moderator challenges you as an audience to find a solution to one of their key challenges. You’ll then engage in a small interactive roundtable discussion before each group presents its conclusions to the audience. You will surely be able to take away different approaches to the same challenge from your fellow industry peers.
Day 2- Thursday 14th November 2019
Thursday, November 14th, 2019
Suman’s responsibilities include designing, building and operationalising the "Inverted Pyramid" strategy to deliver world class experience to new-age customers and eliminate dependencies on traditional contact centres, ensuring preventive and proactive interventions at design and execution level as opposed to traditional reactive care, pioneering the customer experience and service design for 4G technology in India. In this interactive presentation will demonstrate and let you discuss effective strategies and tools on how you can reduce the cost, complexity and downtime of your business-critical mobility.
•How to design processes and policies that deliver superior customer experience and partner with product teams from inception to final go-live to ensure products are designed to deliver superior customer experience at all times
•How to build processes, systems, platforms and capabilities to empower customers through self care
•How to ensure real-time tapping and listening to customer VOC and instant resolution at transaction level and also Root Cause Fix to prevent future pain
•How to establish and operate a National Command Centre to remote manage operations proactively and flawlessly