In a fair marketplace, the customer is the king (or queen) and the best of the products or services will fail if consumers are not offered a positive encounter when they consume it. That’s because what you sell is not a product or a service – it’s an experience that consists of a value offering and everything that comes along with it during the customer journey.

Being consumer-centric is an indispensable attribute of a successful marketer - understanding the experience from the customer’s perspective rather than just the organisation’s expectations. The challenge is even more daunting when we consider how drastically today's consumer is changing by discovering newer ways to engage with businesses. As a result of this fundamental realisation that interest in customer experience management (CEM or CXM) is rapidly increasing. Most of the organisations are now tracking interactions with their customers as if it is their last - because it could be. You’ll get a broad overview of today’s customer, and how to create and maintain a positive customer experience over the long-term.

Key take-aways from the presentation:

- How technological and cultural disruptions affect the experience of today’s consumers
- What determines a shopper’s satisfaction level and how to increase the engagement
- Key ways of gathering insights about the consumer’s experiences
- Building a growth strategy and improve bond with your customers

Keynote Forum
February 15, 2023