Decoding the CX Challenge

As consumers, each time we interact with a company, it leaves an impression. A sum of all such interactions is what we call customer experience (CX) – a concept that has been in existence since the time businesses have. Today, the rise of technology and multiple ways of communication has led to the rise of the new-age customer – one who is aware, choosy and multiplied with the power of social media, doesn’t believe in forgiveness or loyalty.

Pleasing him and driving brand loyalty is a tough task for companies trying to survive in today’s complex business environment. To decode the construct of the new-age customer and find out how companies are strategising CX, The Economic Times and ServiceNow (an enterprise software company), organised a roundtable discussion in Mumbai attended by several senior leaders from the industry. The panel was moderated by Suchetana Ray, Senior Assistant Editor, ET.