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Clevertap and Martechvibe presented "Designing A Lifetime Of Customer Experiences," an exclusive C-suite Martech Huddle in the UAE.
WHAT IS A MARTECH HUDDLE?
It is an initiative by Martechvibe in association with Clevertap.
Martech Huddle is specially designed to engage Marketing, Technology and CX leaders who have revolutionised brands by using technology as a catalyst. It focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive closed-door session. The selected professionals bring a variety of viewpoints, experiences, and domain expertise, but they all share the vision of transforming businesses by enhancing the customer experience while utilising technology and new digital methods. The huddle encourages open discussions among peers resulting in a better strategy roadmap for organisations. In the age of building peer-exchange resources, these gatherings form a community of like-minded business leaders working to explore insights, ideas and best practices.
ABOUT THIS EDITION:
How does one perceive the word ‘design’? Let’s consider it as a dynamic idea that can help brands mould their problem-solving strategies and survive in today’s fiercely competitive business landscape. Designing customer experience is a strategic journey that ends with memorable customer lifetime value. Businesses are realising the value of maximising CLV by designing enduring relationships.
To design and orchestrate these memorable experiences, retention and loyalty are the two paramount factors, along with a string of nudges from personalisation, customer service, upselling, cross-selling, and proactive communication throughout the customer journey. Customer engagement efforts should also be directed towards enhancing this metric while also identifying retention strategies for the most valuable customers.
To keep up with the dynamic growth of customer expectations, iterations must take place in real time. On par with careful and creative CX design to increase CLV, simultaneous analysis and optimisation is imperative.
Most brands measure customer experience to increase CLV. But are they doing it the right way?
Accurate identifIcation of metrics is crucial for gaining a comprehensive situational awareness that fosters CX success. Underperforming metrics result from a disconnect between customer needs and offered solutions, emphasising the significance of prioritising customer needs in the entire customer lifecycle.
In this panel discussion, the speakers focused on how a successful measurement strategy can translate into a lifetime of memorable customer experiences and a customer-obsessed culture.
Panellists:
Bhagwat Prasad, CleverTap – Director Customer Success
Ishan Singh, OSN – Director Engagement and Retention Customer
Igor Castanho, Invygo – Head of Growth
Moderator:
Ravi Raman, Vibe Media Group-Publisher
