More efficient and human: Towards new CX Horizons

Team Marksmen Network’s CX Transformation Conclave will highlight key actions leaders can take to create heightened service experiences that are deeply human

Ever since Artificial Intelligence (AI) has come to the fore, the question that has inevitably been dredged up is whether the rise of the machines marks the beginning of the end of the human element in customer experiences (CX).

But as studies indicate, it isn’t really a case of one or the other. Recent research by Deloitte indicates that a majority of CX leaders anticipate AI to make a positive impact on the overall experience. Notably, just over half of leaders believe that AI will increase the quality of human connections they are able to make, while the rest predict it will remain the same or decrease.

While the sense of optimism around the use of AI in CX is palpable, the underlying hesitancy to go all-in is also understandable. AI and AGI (Artificial General Intelligence) have come on by leaps and bounds in the last half decade and is growing exponentially within the course of months. Even so, one cannot ignore the human factor in CX, the hand at the helm of this ship, so to speak. Leaders and organisations must pin down exactly how AI can supercharge growth trajectories, but it must be in service of improving the human experience and simplifying things while providing greater insights.

The most prudent way forward would be to not simply think AI as a plug and play replacement of human capabilities. Indeed, it is an augmentation of what we are capable of, the Jarvis to our Tony Stark. The aforementioned CX study by Deloitte confirms this, with a majority of CX leaders hoping that AI could elevate the customer experience and the human element, expanding the bounds of what was previously possible.

The Mumbai edition of Team Marksmen Network’s CX Transformation Conclave ponders this very question and will see an array of industry leaders and experts highlighting key opportunities and solutions ripe for the picking. This epochal event, brought to you in association with Republic TV, will shed light on how companies can transform their customer experience strategies to meet the demands of tomorrow’s consumers.

These industry leaders will reflect on innumerable topics shaping the space, such as:

• Mastering the art of AI in CX
• Leveraging Omnichannel CX to create seamless experiences
• Bridging the CX gap
• Charting out the battle for consumer trust
• Transitioning towards intelligent CX

…and much more.

This industry-centric platform has been brought to life by its industry partners, namely:

• Presenting Partner, NICE
• Co-Presenting Partner, Salesforce
• Powered by Partner, Zendesk

The event will also be witness to an exclusive industry recognition, Masters of CX, which celebrates companies that have thoughtfully crafted CX that is rooted in purpose, delivering experiences that are supercharged and impactful while being acutely focused on discovering and delivering on critical customer needs. These doyens of CX have led the way by tapping into a deep well of empathy and leveraging innovation to the fullest to deliver human-centric experiences supported by key enablers, such as technology and analytics.

Offering his thoughts ahead of the event, Rajesh Khubchandani, Co-Founder and CEO, Team Marksmen Network, said, “The world’s leading organisations recognise the critical nature of stellar CX, and so the focus on fully maximising its impact is understandable. We have witnessed the rise of numerous trends that are now becoming the norm for CX leaders, such as an omnichannel play, harnessing AI for sophisticated support and experiences, and hyper-personalisation, to name a few. The CX Transformation Conclave 2024 will be the crucible that will deliver insights around this and more, while recognising a clutch of outstanding organisations that have embraced the spirit of great CX masterfully to deliver maximum impact.”

To know more about this unique initiative, write to us at co*****@te**********.com.

About Team Marksmen

Through an array of bespoke industry-centric knowledge platforms, using a variety of formats, such as Roundtables, Summits & Conferences, Workshops, and Recognition Ceremonies, Team Marksmen helps senior industry decision makers navigate through issues of critical importance and informs their world-view for better decision-making.

Team Marksmen has successfully executed more than 50 events with 1500+ domestic and international B2B and B2C brands, helping businesses across industries create opportunities to engage audiences through on-ground and virtual experiences.

The organisation empowers industry leaders by providing them with insights, ideas, and opportunities that fits their unique industry and context. Through content shared via its flagship website, Marksmen Daily, and print magazine ‘in Focus’ focused on business, leadership, and lifestyle, they help advance the practice of management. Meanwhile, through strategic initiatives like Marksmen Media, it helps organisations achieve objective through a plethora of bespoke digital and content strategies.