Businesses today can no more survive on the deliverance of their product or service alone. The modern day consumer asks for a lot more… and for businesses to keep up in a competitive business environment, one has to be on top of their game when we think of delivering customer experience.
Following the theme; Customer Experience and The Art of Aligning Your Business Right, CIO Pakistan hosted a roundtable discussion here in Karachi, with Oracle Partner; Keystone Consulting (KC). Abdul Basit Sheikh, Director at KC delivered a keynote address, where the audience was a gathering of management from various industry verticals including FMCG, Insurance, Textile and others.
Recent research indicates that the combined force of these CXO’s, under their management board are increasingly being held responsible for growth strategies and revenue generation within their companies. It becomes even more pertinent on how to develop strategies to advance the bottom line and champion the end-to-end customer experience.
This requires almost a Sun Tzu approach to leadership at all levels, where organization goals should be oriented towards elevating the perception of a brand in the customer experiential model through various channels specially with digitization as a crux to the whole.
Only one-third of the audience was currently engaged in specific activities for customer support or customer experience, whereas the others identified no plan in the near future of having CX as a separate segment.
Oracle representative, who summarized the importance of customer experience in the modern enterprise, delivered the closing note. Companies that have seen a decline in the last three years is mostly due to their lack of deliverance of customer experience.
Session photographs are available on the IDG Enterprise Facebook Page.