ICC – CRMAA Customer Strategies Summit (CSS) is the stage that brings together Customer officers, experienced officers, senior marketers, CRM and customer service professionals and companies who hold customer experience on the ground, across different industrial sectors. The objective to connect these professionals across the range of sectors, their interactions to walk out with new ideas for improving customer experiences in India for enhancing the customer retention.

There will be pre-arranged and personalized schedule of peer-to-peer discussions, informal and business meetings, conference keynotes and think tank sessions. The summit will be open to the professionals from the field of Marketing, Customer Loyalty, Customer Service, CRM and Customer / User Experience.

The CSS is designed to:

• Enable companies to read all external changes (including environmental and competitive), assess how these will impact customers and in turn how they all will shape the business strategy
• Understand customer centricity and embed it into the strategy development process itself and not just into the downstream functional marketing and sales activity of executing the strategy in the market.
• Provide with frameworks, tools, and methodologies to include the customer in whatever strategy development process the company uses
• Create clarity across business domains about frequently used but fuzzy ideas like customer’s role in business strategy, value proposition, market segment and competitive advantage
• Develop Understanding 'disruption' and increased competition in terms of changes in customer behavior, customer demand structure and implications for business
• Understand Customer Based Business Strategy framework, its advantages and how is it different from other supply side or microeconomic strategy development frameworks
• Discuss that how can customer centricity be embedded into business strategy frameworks

  Target Audience

  The summit is open to the self-employed professionals who are in the field of Marketing, Customer Loyalty, Customer Service, CRM and Customer / User Experience. The target Audience will be C – level / GMs / VPs / Director / Heads / Senior Managers of:  

  • Customer Experience
  • Customer Relations
  • Customer Service
  • Customer Design
  • Customer Strategy
  • Customer Analytics and Insights
  • Contact Center
  • Digital Channels
  • Marketing
  • Digital Marketing
  • User Experience
  • Sales
  • Human Resource

  Organizations would benefit by sponsoring a team of a top and senior executives to:

  • Nurture a customer-centric culture and maximize performance
  • Improve customer satisfaction and increase retention
  • Drive revenue and loyalty with next generation experiences
  • Implement best practices for customer-centric services
  • Build an efficient multi-channel CX
  • Inspire a culture that emphasizes quality customer experience generation experiences
  • Connect with decision-makers
  • Build business relationships

   

  Attend and ensure your success to:

  • Transform Culture
  • Elevate Service Quality
  • Drive Positive Revenues
  • Raise Customer Satisfaction
  • Curate Experiences
  • Personalize Journeys
  • Optimize Omni-channel
  • Cement Loyalty