She emphasized the role of technology in enhancing human interactions. She discussed how tools like sentiment analysis can guide call center agents to be more empathetic, strengthening customer relationships. Namita highlighted the importance of a customer-centric culture, where every department works collaboratively to keep the customer at the heart of operations. This focus on customer loyalty, she noted, not only fosters long-term relationships but also proves more cost-effective than acquiring new customers. Namita appreciated the seamless organization of the event, reflecting its customer-centric approach.
