Moderator:
Rohan Sharma, Head, Global Agile Programs , Customer Channels Group, Thermofisher Scientific

Abstract:
Delving into the nexus of customer experience evolution and business impact, this session uncovers groundbreaking strategies for reshaping KPIs, customizing intergenerational service, and mastering personalized engagement. These strategies can be directly linked to enhanced profitability and market leadership.

Key Take-Aways:

• Strategic frameworks showcasing how advanced KPIs in CX and EX transformations can drastically boost financial outcomes, with real-world examples illustrating significant revenue and efficiency gains
• Actionable guide on differentiating customer service for diverse generational needs, underpinned by data-driven tactics, resulting in heightened brand loyalty and expanded market share
• Critical techniques for deepening personalized customer interactions, drawing from successful case studies to demonstrate their profound impact on customer satisfaction and sustained organizational growth