Today’s consumers are more knowledgeable and empowered than ever before. They want to be delighted by service and support, they demand a seamless journey across multiple channels and touchpoints, and they expect offerings to be relevant and personalized to them, delivered on their terms. Experience is king.
Meeting these extraordinary expectations requires a new approach – one that uses data insights to transform the traditional brand-consumer relationship and enable hyper-personalized customer experiences.
Yet many organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. Some face issues in predicting customer demand and service requests, while others are unable to join up the dots on the omnichannel journey. So where do the answers lie?
Join us at this Meet the Boss event, in partnership with HGS, to learn how businesses are using data to transform their customer experiences using technologies like big data, customer data platforms, artificial intelligence and machine learning. Listen to a case study of how a US specialty retailer is transforming its business from intuition-based decisions to data-driven decisions. And understand how, by building the right data infrastructure, bringing process changes and implementing the right set of technologies, organizations can hyper-personalize customer experience across multiple channels.
6:30 – 7:00 pm – Welcome Drinks Reception
7:00 – 7:10 pm – Introduction from Master of Ceremonies
7:10 – 7:30 pm – Keynote Speaker
7:30 – 9:30 pm – Three-course dinner complemented with table discussion points
9:30 – 10:00 pm – Wrap up and closing remarks from HGS
- How can you use big data and customer data platform technologies to hyper-personalize the customer experience?
- What challenges can you face while combining online and offline customer interactions and how can you create the complete customer 360 profile?
- How can organizations successfully blend bots and brains to optimize customer experience and help consumers to get the right answer quickly?
Venu Gooty, Head, Data Driven Intelligence Practice at Element Solutions (an HGS company)
As the practice lead for the data driven intelligence practice, Venu Gooty focuses on bringing together data and business needs to deliver valuable and actionable insights. With over 15 years of technology and business consulting experience, he has worked with many mid and large enterprise customers to provide C-level executives, solutions to their business problems using data and technology. His team implements complex data, analytical and AI/ML engagements that brings immense value to businesses on their journey to take data-driven decisions.
Virgil Wong, Head, Digital Customer Experience at Element Solutions (an HGS company)
Virgil Wong is a digital transformation, AI, and design expert with over 20 years of success helping organizations better serve the needs of their customers. From conversational interfaces and avatars to web and mobile apps, Virgil’s team designs frictionless interfaces that solve problems and improve people’s lives. By leveraging entrepreneurial best practices, he is also helping global brands build cultures of innovation that leverage digital technologies for interative transformation, growth, and success. Please see his TED talk at http://www.virgilwong.com
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 44,265 employees across 75 delivery centers in seven countries making a difference to some of the world’s leading brands across nine key verticals.