Importance Of Customer Experience In Today’s Business Landscape

Interactions between brands and customers have become more dynamic and personalized, allowing deeper engagements and real-time feedback

Customer experience (CX) has been in focus since the early 20th century. It has now acquired even more importance for businesses in the age of social media. Earlier, CX was largely a one-way street, as businesses utilized marketing tools and competitive pricing to woo customers. In the 21st century, things have changed dramatically.

Importance of CX

With the power of social media, customers now have a greater say in influencing a brand’s reputation. Even a single viral image or video can make a significant impact.The opposite is also true, as brands can utilize social channels to shape perceptions.

Customer experience is a key part of this strategy. The idea is to track customer touchpoints and respond promptly and positively to develop a strong emotional connection. With a dedicated framework to ensure the best possible customerexperiences, businesses can gain an edge over their competitors.

A lot many goals can also be achieved such as customer loyalty and retention, enhanced brand reputation and reduced litigation. Revenue can be increased by implementing dedicated customer-centric programs. With regular feedback and suggestions from customers, businesses can improve their existing products/services and/or launch entirely new ones.

Role of tech in CX

With thousands of engagements every day, tech has emerged as a savior for businesses keen on improving their customer experience. A wide variety of tools are available such as AI-powered chatbots and advanced machine learning algorithms. Voice-based systems with inbuilt AI are another great way to resolve customer issues.

Tech tools can work in a 24/7 environment and significantly reduce the cost associated with customer experience initiatives. Tech has also allowed businesses to access deep insights into customer behavior. It has been playing a key role in helping improve product/service offerings.

Game Changer Series – CX-EX Show 3rd Edition

For folks wanting to get more detailed insights into customer and employee experiences, the CX-EX Show 3rd Edition proved to be the perfect platform. The CX-EX Show 3rd Edition was held on March 14, 2024, at the Radisson Blu, Delhi Airport. The event provided a great opportunity to learn from industry leaders, understand the challenges facing CX-EX fulfillment, discover innovative CX and EX solutions being developed, connect with like-minded professionals and get to know the latest tech tools being used to improve CX-EX.

A large group of prominent industry leaders attended the CX-EX Show 3rd Edition to share their views and experiences. It included top-management executives from leading businesses such as Tata 1MG, PVR Cinemas, Adidas, Bajaj Capital, SBI Card, SAP, Magicbricks, Bata, Cleartrip, Hindware, Ecom Express, Tata Power, Lenovo and Tech Mahindra. The event was sponsored by Uniphore, CS Infocomm, Cleartouch, REZO and SAP. Supporting the event were media partners Silicon India and Newspatrolling.com.

United We Play comes to Ranchi; trials to be held on 30 th March

Leading tyre maker Apollo Tyres today announced that it is going to bring its flagship grassroots football programme, United We Play (UWP)to the city of Ranchi. The trials at the city will be held on 30th March at ODM Sapphire School.

The United We Play programme is a grassroots training and talent development initiative going across 16 cities and key countries in Asia Pacific Middle East and Africa (APMEA), supported by Manchester United to encourage young football talent from across the country by giving them a platform to showcase their skills with the objective of motivating aspiring footballers to continue playing and introducing them to global training methodologies.

The fourth edition, which was kickstarted in the presence of former Manchester United and French footballer Louis Saha in Kolkata earlier, promises to be much bigger and better with a year-round programme, reaching out to 16cities pan-India and over 25,000 young footballers across the country.

Over the last couple of months, the programme has already connected over 600 coaches across the country with Manchester United Soccer Schools, where they have received exclusive training and access to the Manchester United curriculum and certificates. MUSS is also in the midst of conducting 4 digital masterclasses with over 2000+ players already engaged through this.

The initial phase of the fourth edition of United We Play will be run by domestic coaches before young footballers get a chance to impress coaches from the Manchester United Soccer School (MUSS). The best performers from across locations will participate in the grand finale of the competition, and winners will get a trip to Manchester, with several experiential activities at Old Trafford and Carrington at Manchester United including a matchday experience, training with the academy team, interaction with the legends and much more.

Louis Saha, while officially kickstarting the activities for the fourth season of United We Play programme, had earlier said during the launch at Kolkata, “I am honoured to have been invited by Apollo Tyres to help launch the fourth season of United We Play. This is a huge opportunity for any up-and-coming footballer, and I would like to thank Apollo Tyres for creating this fantastic opportunity to inspire and develop the next generation of youth footballers. Participants will not only learn to play the Manchester United way but also pick up valuable life skills, such as teamwork, discipline and determination, which will go on to help them in the future.”

The first three seasons were a massive success and received an overwhelming response with over 16,000 players from the country participating in the programme comprising on-ground trials, masterclasses and workshops. The last season saw 7 young footballers, including 4 from India, who got a lifetime opportunity to visit Old Trafford to participate in exciting activities like a match-day experience, training session with Manchester United Soccer School coaches, and a chance to interact with the Club’s Legends.

Leverage.biz hires former Aakash CMO as Marketing Chief

Leverage.biz, which runs flagship brands LeverageEdu, Fly Finance, and Fly Homes, has appointed former Aakash Educational Services Ltd (AESL) CMO Sushant Kumar as its Chief Marketing Officer. Sushant has also had previous stints at Snapdeal & Lendingkart leading their marketing efforts.

“Thrilled to have Sushant onboard. I have enjoyed the richness of his granularity, which is very much ‘the Leverage DNA’, & that’s why everyone in the leadership is excited to team up with him! Over the last few years, Sushant has proved his mettle while building in the most-watched spaces. He is a rockstar, and I look forward to building Leverage together with him in its next phase!” said Akshay Chaturvedi, Founder & CEO of Leverage.Biz.

This is Leverage’s 2nd announcement of addition to the C-suite after Ex-Amex & Apple Arjun Mehta’s appointment as CFO in January this year.

“I am excited to join the Leverage rocketship. I have been a big fan of Leverage as a business and a brand, having seen it as an outsider. I am excited to join Akshay & team as we go along on this journey to cement Leverage’s position in the industry as a student-first brand loved by millions across the globe.”, said newly appointed Sushant.

CrowdStrike and HCLTech Announce Global Strategic Partnership

BENGALURU, India, 27th March 2024 – CrowdStrike (Nasdaq: CRWD) and HCLTech (NSE: HCLTECH), a leading global technology company, today announced a new strategic partnership to power HCLTech’s managed detection and response (MDR) solutions with the AI-native CrowdStrike Falcon® XDR platform. The partnership will empower HCLTech to deliver the breadth of the Falcon platform, assisting organizations in cybersecurity transformation across devices, identity, cloud, data, next-gen SIEM, and beyond, led and managed by HCLTech.

According to the CrowdStrike 2024 Global Threat Report, cyberattacks are escalating and continue to grow faster, stealthier, and more sophisticated. Generative AI has the potential to amplify adversary activity, arming attackers of all sophistication levels with advanced tradecraft. At the same time, the growing cybersecurity skills gap and lack of resources impact security operations at many organizations, increasing the risk of a data breach. To protect against modern threats, customers need AI-native technology as well as the benefits of a managed security solution to reduce complexity and serve as a force multiplier for security and IT teams. The combination of HCLTech’s world-class MDR experts with the industry-leading Falcon platform delivers the security customers need to stop breaches.

“Delivering a Dynamic Cybersecurity Posture is core to our solutions and engagements, and the partnership with CrowdStrike will further strengthen our commitment to accelerate this journey for our customers,” said Amit Jain, executive vice president and global head of cybersecurity at HCLTech. “The proven CrowdStrike Falcon XDR platform will fuel our existing managed services solutions as we join forces to unleash a powerful defense against cyber threats. This partnership amplifies HCLTech’s leadership in Cybersecurity Services, reinforcing our dedication to delivering a resilient Digital Foundation for our global customers.”

“Organizations across the globe select the AI-native Falcon platform to transform and consolidate their cybersecurity,” said Daniel Bernard, chief business officer at CrowdStrike. “Our partnership with HCLTech extends the reach of the Falcon platform to new customers and markets, expediting spend consolidation and improving operational efficiencies. We’re proud of the success that we’re experiencing with HCLTech and are excited about the opportunity ahead – jointly on a mission to secure the world’s largest enterprises on cybersecurity’s winning platform.”

CREAM CENTRE Takes Home Top Honors at Swiggy Restaurant Awards 2024

Mumbai – 27th March 2024: Cream Centre, the iconic vegetarian restaurant, has emerged victorious at the prestigious Swiggy Restaurant Awards 2024. Known for its delectable array of Multi-cuisine vegetarian delights, Cream Centre clinched the coveted title in the Pure Veg, Best Continental Category, showcasing its commitment to culinary excellence and innovation.

Adding to its accolades, Cream Centre also secured the esteemed position ( 4th place ) in the highly competitive North Indian category, further solidifying its status as a culinary powerhouse in the vibrant restaurant scene.

The Swiggy Restaurant Awards recognize and celebrate the finest eateries across various categories, spotlighting exceptional culinary craftsmanship and customer satisfaction. Cream Centre’s outstanding performance underscores its unwavering dedication to providing patrons with unparalleled dining experiences and flavors that tantalize their taste buds.

“We are thrilled and honored to receive such prestigious recognition from the Swiggy Restaurant Awards,” said Rishi Chona, CEO, Cream Centre. “This accolade is a testament to our team’s hard work, creativity, and passion for crafting exceptional vegetarian cuisine. We extend our heartfelt gratitude to our loyal patrons and dedicated team members who are all a part of the Cream Centre family and have made this achievement possible.”

Established in 1958, Cream Centre has been a beloved destination for vegetarians and food enthusiasts alike, offering a diverse menu that blends traditional flavors with contemporary twists. From mouthwatering Continental delights to soul-satisfying North Indian dishes, Cream Centre continues to redefine the vegetarian dining experience with its innovative culinary creations. Cream Center ensures there’s something for everyone to indulge in, catering to all generations – from kids to teenagers, adults, and even grandparents. Whether it’s their famous Chole Bhature, sizzling sizzlers, or tempting desserts, Cream Center offers a diverse range of delicious dishes to satisfy every palate. There are 9 outlets in Mumbai alone right from Chowpatty, Phoenix Palladium, Phoenix Marketcity Kurla, R City Mall Ghatkopar, Shoppers Stop Andheri West, Juhu, Fun Republic Andheri, Thane, and Inorbit Mall Malad. CC caters to 7 States, 1O Cities, and 21 Locations in totality

Expanding Horizons: ASORT Introduces Lifestyle Solutions Beyond Clothing

Asort, a leading name in the fashion industry, is proud to announce its expansion into lifestyle solutions, transcending beyond clothing to cater to a myriad of lifestyle needs. With a commitment to enhancing every facet of life, Asort Lifestyle now offers a diverse range of accessories, beauty products, and home essentials.

In a world where personal style extends far beyond just clothing choices, Asort recognizes the importance of curating a comprehensive array of products to elevate various aspects of modern living. Whether it’s adding a dash of flair to home decor or refining personal grooming routines, Asort Lifestyle presents a one-stop destination for individuals seeking to enhance their lifestyle in a multitude of ways.

“Asort has always been dedicated to enhancing the lives of our customers through fashion. With our expansion into lifestyle solutions, we are excited to offer a broader spectrum of products and services that cater to the diverse needs of our audience,” said Roshan Singh Bisht, Co-Founder & CEO, of ASORT.com

Asort’s foray into lifestyle solutions will encompass a wide range of offerings, including wellness products, home decor, beauty essentials, and personalized services. By curating an eclectic mix of high-quality products and collaborating with renowned brands, Asort Lifestyle aims to redefine the concept of lifestyle shopping. “Our expansion into lifestyle solutions underscores our commitment to innovation and customer satisfaction. We believe that by offering a comprehensive range of lifestyle products and services, we can empower individuals to lead fulfilling and balanced lives,” added Roshan Singh Bisht, Co-Founder & CEO, of ASORT.com

JCB India rolls out its 500,000th Construction Equipment

Ballabgarh, 27th March 2024-India’s leading manufacturer of Earthmoving and Construction Equipment JCB India, celebrated the rollout of its 500,000th Construction Equipment. JCB has been in India since 1979 and its products are used in infrastructure development across the country. With six manufacturing facilities in India, JCB proudly exports “Made in India” machines to over 130 countries.

The event took place in the presence of JCB’s Group Chairman, Lord Bamford at the company’s India Headquarters at Ballabgarh.

Speaking at the occasion, Lord Bamford said “India is today one of the strongest economies in the world. There has been a significant focus on infrastructure development over the past decade and we are proud to have been a part of this growth through our machines”

He further added, “We have continued to invest in India since 1979, that was when we set up our first factory here at Ballabgarh. India now plays an important part in our global business, as it is one of our largest markets, and also contributes to the global supply chain for JCB”

The 500,000th machine, a Telehandler, is a versatile machine for Material Handling. It is a revolutionary new way to handle Material at heights in a Safer and more Productive manner as compared to traditional options.

Deepak Shetty, CEO and Managing Director, JCB India said, “It is only fitting that the 500,000th machine to roll out from JCB is Telehandler. This machine, ever since it was introduced in India, has made work sites Safer and more Productive with its superior Design and Engineering. JCB is a world leader in Telehandlers and as India grows, we see opportunities for this machine in the Material Handling sector. Additionally, our brilliant machines such as Backhoe Loaders, Excavators among others will continue to be used in the Infrastructure sector”

He further added, “JCB India is today exporting to over 130 countries around the world. This has been possible only because of our relentless focus on One Global Quality. Our customers place their trust in us, and we have always ensured that they get the best value out of their investment”.

JCB manufactures over 60 different products in nine categories in India. The company has also created a benchmark for gender diversity in the Construction Equipment sector. Its Jaipur factory has 34% women on the shop floor and the Vadodara facility, which was inaugurated in 2022 has almost 52% women on the shop floor. It has a design center in Pune with over 700 engineers who work on domestic as well as global projects.

EaseMyTrip Partners With Zoomcar

Mumbai, 27th March 2024: EaseMyTrip.com, one of India’s largest online travel tech platforms, and Zoomcar, the NASDAQ-listed leading marketplace for car sharing, announced a strategic partnership to offer customers unparalleled convenience in their travel arrangements. With this partnership, Zoomcar’s wide range of self-drive cars has been seamlessly integrated into the EaseMyTrip platform, allowing users to book their preferred Zoomcar directly from the EaseMyTrip app offering travelers convenience and flexibility in planning their journeys.

EaseMyTrip users will now have access to Zoomcar’s extensive fleet of 25,000+ cars, spanning a diverse range of models from hatchbacks to sedans to SUVs like Kia Carens, Hyundai Creta, Tata Nexon, MG Astor & more. This integration enables travelers to effortlessly pre-book and on-demand self-drive Zoomcars alongside their flights, hotels, and other travel arrangements, all through a single user-friendly platform.

The partnership between EaseMyTrip and Zoomcar marks a significant milestone in the evolution of travel services available in India. By aligning the companies’ expertise and resources, the partnership will offer customers a hassle-free, integrated platform catering to every stage of travel. As the Indian government works to enhance road connectivity and infrastructure across the nation, this partnership becomes even more significant as it will allow customers to easily and affordably rent self-drive vehicles directly within the EaseMyTrip platform. By providing a wide array of services on one streamlined platform, this alliance contributes to the broader vision of promoting travel experiences and boosting tourism in India.

Zoomcar offers a wide selection of self-drive vehicles, ranging across various models and budgets, for travelers to find their perfect travel companion for every journey. Additionally, the partnership provides flexibility, allowing travelers to explore destinations at their own pace through Zoomcar’s self-drive car rental options, empowering them to craft personalized itineraries tailored to their preferences. Exclusive discounts and offers through the EaseMyTrip and Zoomcar partnership ensure cost-effective travel solutions without compromising on quality or convenience, making travel planning and execution smoother and more rewarding for all.

Nishant Pitti, Co-founder and CEO of EaseMyTrip, said “In forging this strategic alliance, EaseMyTrip ventures on a transformative journey alongside Zoomcar. This collaboration signifies a pivotal milestone, offering our valuable customers unparalleled access to Zoomcar’s expansive fleet, spanning diverse models across the country. This integration indicates a new era of travel convenience, where travelers can seamlessly reserve self-drive vehicles alongside their flights and accommodations, all via our intuitive platform. This partnership is a resolute commitment to elevating the travel experience, empowering travelers with unmatched flexibility and efficiency.”

“Our collaboration with EaseMyTrip is a turning point in our journey to redefine urban mobility for India,” said Zoomcar CEO Greg Moran. “We aim to offer a new dimension of convenience and flexibility, empowering travelers to explore India with ease and confidence. By integrating our scalable self-drive solutions with EaseMyTrip’s extensive travel services, we’re not just facilitating travel; we’re enhancing the joy and freedom it brings.”

Celebrate Easter with a Fun-Filled Brunch at The Den, Bengaluru

Easter embodies the joyful arrival of spring and the celebration of resurrection, making it the perfect occasion to gather with loved ones and create cherished memories. Embrace the spirit of the season with The Den, Bengaluru’s special Easter Brunch.

Indulge your taste buds with an array of mouthwatering dishes meticulously crafted by our talented chefs. From traditional Easter favorites to innovative culinary creations, there’s something to please every palate. While children partake in a world of creativity with activities such as egg painting, and an exhilarating Easter egg hunt, adults can relax with endless servings of sparkling wines and signature Easter cocktails, including the classic eggnog. Unwind and savor the festive atmosphere as you make cherished memories with your loved ones at our Easter celebration.

Don’t miss the incredible opportunity to indulge in delicious food, fun activities, and treasured memories on Easter!

What: Easter Brunch

Available at: The Creek, The Den.
When: 31st March, Sunday
Time: 12:00hrs to 16:00hrs