Live Master Class

Demystifying Customer Experience

Beginner

Skill level

Free

Course cost

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

    Profile

    Vimal 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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