CX Thought Library

Whitepapers & articles

Post Event Reports - CX Mumbai Thought Leadership - PDF Cover

Post Event Report – Mumbai Edition

In today’s hyper-competitive markets, achieving product or service differentiation is difficult. Differentiation is driven by the ability to transform the entire experience of discovering, buying, consuming and the life-long engagement with the brand.

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Creating Memorable Experiences in Consumer Appliances Market_Akhil Duggal

Creating Memorable Experiences in the Consumer Appliance Market | Akhil Duggal

“While digital technology has significantly transformed many other sectors, the endeavour (in consumer appliance market) is still considered unchartered waters.”

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Fail fast – the secret sauce to great CX_Krushna Sahoo

Fail fast – the secret sauce for GREAT CX | Krushna Sahoo

“The pace and scale of today’s technological evolution is unprecedented. The use of technology is now fast becoming a “do or die” scenario for businesses.”

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Orchestration Personalized experiences at scale_Sammeer Saurabbh

Orchestration Personalised Experiences at Scale | Sammeer Saurabbh

“User experience makes or breaks a business today. With very little to differentiate in terms of product features or pricing, creating memorable, personalised experiences is truly the differentiating point. The biggest challenge, therefore, is in delivering these personalized experiences at scale.”

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Turning one-time visitors into fans_Mathew Panat

Turning one-time visitors into fans: Unlocking the secrets to Customer Loyalty | Mathew Panat

“There are 4 ways businesses can build and leverage loyalty to create and strengthen brand value and identity.”

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Sending angels in time of need_Ankit Goenka

Unreasonable Care: Sending Angels in Times of Need | Ankit Goenka

“We can’t just address these unstated expectations; we need to exceed them, all while remaining profitable. I am excited to share with you our journey to delivering great experiences.”

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Post Event Report – Delhi Edition

10 of India’s leading practitioners of customer experience gathered in Delhi for a dialogue on ideas, technologies and practices shaping the future!

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cxtli-building-a-human-experience-company-thumb

Building a Human Experience Company | Anubhav Mehrotra

“Is there there an ideal convergence point between customer experience and employee experience?”

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cxtli-envisioning-a-world-of-phygtial-experience-thumb

Envisioning a World of Phygital Experience (Retail) | Sunil Agarwal

“The integrating of physical and digital opens up a new set of possibilities for both the consumer and the business.”

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Two Imperatives for a Delightful Frictionless CX | Pankaj Kankar

“The ability to marry data, tech and the human experience, created new forms of shopping and service experiences that seamlessly integrate efficiency, novelty, and the personal touch.”

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.