"It was Good- Quoting key statements made during the session"

• People don’t remember transactions but the experience
• Products can be sold but owning a customer is priceless
• Trust, empathy and relationship - pillars of customer service
• Conventional walls of competition are diminishing
• Customers want seamless interactions, hence we need to look at KPI not from industry lenses but from customer’s
• Is customer service a stage show or DNA of an institution - that makes the difference
• retention is more important and acquisition
• Basic premise of good customer service is information - IVR, self-service, etc
• Artificial intelligence - more in demand post covid
• Phygital - physical + digital way of being is in the new norm
• Customer analysis is very critical.

"It was Indeed great to share my thought across with global leaders today #Contactcentre #customerengagement

My Take-Aways for today

• Contact centers are now profit centers contributing equally towards an increase in revenue and retention of customers.
• Multi-channel touchpoints should be accessible with seamless internal integration of the customer journey.
• Customer-centric culture for employees
• Empathy remains a top priority for all organizations.
• Struggle-free AI-based technology along with physical touch will help organizations grow.

Thus, today we live in a Phygital world."

"Thank you Abidali Dossa. The panelist were an absolute delight to moderate. The passion they demonstrated in the work done by them was visible in their conversations and insights. Thank you as well and to your team who managed this summit very well. Look forward to a more engaging session with you and your teams."

"A huge big thanks to Transformance Forums and all their privileged partners for organizing this event and bringing various Industry leaders to this forum I am honored to collect this on behalf of my team and Ninjacart, such recognitions are truly more than Motivation and encouragement. Congratulations #Ninjacart, #Teamwork, #Awards, #Winners, #Inovation, #technology"

"It was a good experience."

"Well Organised and loved it!!"

"The conference was very useful as it opened many insights into customer service and customer experience. Got to know about the customer service in the different industries other than our consumer durables. Thanks for the opportunity"

"COVID-19 truly tested our disruption management skills. I feel deeply honored to receive such a prestigious award from Transformance Forums. I dedicate this award to all My Leaders / Colleagues at Indigo, who have always supported my endeavors."