About this session
This session will demystify the customer experience & shall help the learners to embed the CX mindset while driving data/automation transformations. This will enable one to understand the key elements of CX which they must follow to excel in their professional journey as data/digital professionals. The session will be divided into 3 blocks:
- 1. Transition from CSAT to CX
- 2. Data / AI / ML double-edged sword for the CX
- 3. Secret CX ingredient for one's success as a professional.
After a thorough walkthrough of the concepts, we will have a Q&A session to clarify all your doubts, if any.
About the Speaker
Mr. Vimal Vyas
Program Director- Customer Experience & Excellence, Orange Business Services
ProfileVimal is an accomplished professional with over 17 years of experience across sectors. He has worked extensively in the areas of customer experience, service excellence, business transformation & quality. Some of his key achievements include delivering multimillion euros of savings via business transformation, improving the NPS & wallet share, Designing end-to-end CX for an enterprise business, building the ops excellence framework for one of the largest F&B, setting up the CoEs & many more. He is a six sigma master black belt, certified creativity & innovation practitioner, certified business value analyst, business modeling expert, TL9000 lead auditor & a design thinking practitioner.
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