Industry perspectives on customer service being tech driven or emotions driven


In an effort to accrue varied viewpoints on the basics of customer experience, the role of technology and striking a balance between systems & emotions, three distinct industry experts were brought together on the same platform to share their ideas about key driving parameters of customer service.

A panel discussion by Joe Fuster witnessed the leaders in technology from three diverse industries - Sushil Mankar, VP of IT and CX initiatives, Thomas Cook (India) Ltd., Priten Bangdiwala, VP Digital Business & CRM, Aditya Birla Management Corp Pvt. Ltd. and Saurabh Chandra, Head of IT, Myntra Online.

The who’s who of technology innovation and customer service industry unanimously agreed that even though customer service is chiefly technology-driven, it isn’t just limited to technology. When an experience is being sold, a personal touch is essential. The integral necessity is the tenacity of the business to respond with an action to impress the customers. People expect to be delighted and don’t bother if it is done physically or digitally.

Watch this panel discussion video to understand the importance of tapping the right emotions while innovating technologically as now more and more people are moving to their devices.


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Published Date: May 25, 2016 03:37 pm | Updated Date: May 25, 2016 03:37 pm


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