As CX Rises, So Does Revenue Growth

In the aftermath of its last roundtable discussion on “Contextual Marketing- Creating Customers for Life”, BW Businessworld has planned to deep dive into the topic and has announced a corresponding roundtable conference on “Revenue Growth through Customer Experience”. The discussion will be held on October 05 2018 at The Leela, Gurugram. The panel will be shared by leading players of FSI, e-commerce, retail, travel, hospitability, auto, and FMCG sector who will examine the current state of Customer Experience (CX) in India and how prioritizing it can propel revenue growth & ROI.

The roundtable will broadly formulate dialogues around how successful brands curate customer experience throughout the customer journey and across engagement channels, practical approaches to quantifying CX through metrics and KPI’s, the role of digital experience in engaging and maintaining customers, marketing strategies to protect profitable customers, driving revenue and ROI on marketing spends through mar-tech stack- best practices, and 1:1 personalisation & contextual marketing- strategies.

Himanshu Khanna, Country Manager (India), Sitecore India bids big on the role of corporate websites and corresponding digital experience in engaging and retaining existing customers to drive revenue growth. “A customer interacts with a brand in many ways – through a website, over email, across social mediums and even offline. They expect accuracy and consistency every time they interact with the brand. By providing them with seamless experience one builds brand equity and customer confidence.”

“Brands today compete on CX & 1:1 personalized experiences and the success of marketing teams is now measured on Revenue Impact & Customer Value. The ability to create a single view of customers, to understand their preferences, their behaviour and then curate personalized brand messaging across customer journeys is what will result in faster acquisition, retention, loyalty and will set successful brands apart,” said Rahul Khosla, CEO, Altudo (previously edynamic) & MVP Sitecore.

Delivering exceptional CX at every interaction opportunity by voicing digital conversations and making customers’ experience the first priority is the defining feature of leading businesses. “A relevant personalised experience from the initial visit to post-purchase engagement and nurturing is what plays a vital role in turning a prospect into a customer. This converted customer needs to be serviced through different mediums so that the brand mindshare continues. All of these “micro” moments of interaction with a brand contribute to the customer retention, which in turn is nothing but a huge underlying factor in revenue conversion.” adds Himanshu.

The key-takeouts of the roundtable discussion will elucidate how CX is a growth engine and staying at the leading edge of the customer experience curve can help these sectors achieve their revenue goals.