Future of Customer Experience: NASSCOM Design and Engineering e-Summit 2020

Technologists and leaders from eminent corporates joined NASSCOM Design and Engineering e-Summit. Today, Karthikeyan Natarajan, President and COO, Cyient moderated an insightful session on the topic of - Future of Customer Experience: Reverse Engineering the Digital DNA with Amit Phadnis, CDO, GE Healthcare and Terry Hicks, Executive Vice President, McAfee as the panelist.

The session was themed around the key changes in the customer model post-COVID. While setting up the context Mr. Natarajan mentioned the growing significance of Customer experience for the CXOs across the globe and the acceleration of digital transformation focused on the customer journey and consumer impact.

During the session, Phadnis said, “The first 4 months has been a watershed with the number of changes implemented in the healthcare system in the first few weeks of the pandemic, that typically would take 4-6 years in the normal course to make those changes. The situation was not optimal, but it has been a win-win for multiple stakeholders and the biggest change noticed in the form of virtualization of patient care with 80% of the patient journey and care pathways getting executed virtually. Many of these changes are going to stay.”

Karthikeyan Natarajan further discussed the gap between customer expectations and experience with Hicks deliberating on all the rules being rewritten with fundamental changes in Customer expectations. The industry is presented with an opportunity to reshape these as we start to rethink how to reinvent what consumers want and resetting those expectations.

Sharing his views on the criticality of a customer’s view and trust in brands, Hicks said, “From the customer standpoint, brands and trust in brands are built on 3 foundations; Empathy - ‘Do they understand me better than the others?’, Competence and Integrity - Do they respect me? hence, technologists and innovators make sure to start by understanding the customer.”

Concluding the session on the future of customer experience, Natarajan said, “Focusing on speed, convenience, consistency and being friendly while communicating with our consumers, will create sustainable markets and helps humanize the customer experience”.