Happy Employees = Biggest CX drivers

Today, anyone who is managing a brand or organisation is in the business of customer experience (CX). Digital disruption has played a big role in changing the way we consume information, how we purchase goods and services and how we engage with companies. And, this change has made it imperative for any brand to understand and invest in CX, as surviving only on the product or service isn’t possible anymore.

However, the big question is how to drive customer loyalty in this age of increasing choices. To find answers to that and find out how companies are strategising CX, The Economic Times and ServiceNow (an enterprise software company), organised a roundtable discussion in Delhi attended by several senior leaders from the industry. The panel was moderated by Suchetana Ray, Senior Assistant Editor, ET.