CX Beats

For finance companies, providing round-the-clock customer support is critical. Customers are typically spread out across geographies and also travel frequently across time zones. They expect financial services providers to be available 24/7 to address their queries, requests, and complaints no matter where they are and what time of day it is. They desire convenience when it comes to reaching out to these providers, expect quick and hassle-free query resolution, and value a personalized touch at every point of interaction. If their needs are unmet, they simply move on to others offering a better service.

Top-flight finance players know that the cut-and-dried approach to customer service will no longer do and that they will need to deploy the absolute best technologies and platforms available and combine them with the right level of human touch if they want customers to stay. What tools and strategies are they turning to?

Join us on the next episode of CX Beats to find out! Here, renowned speaker and CX transformation leader Mr. Karem, currently Global VP of CX at Rain, will shed light on how the finance sector is evolving, the challenges in setting up instant customer support, and the way forward for companies.

The discussion will specifically focus on:

• Continuous and reliable customer service, especially considering the non-stop nature of the 24/7 financial service markets
• Fostering collaboration between customer support teams and other departments
• Best practices to create a frictionless customer experience
• Most significant CX trends within the financial services industry

Patients’ healthcare expectations have changed. They now demand instant responses to queries, convenience in booking consultations, access to virtual care and digital self-service options, quick access to digital records, personalized care, and more. If their needs are unmet, they simply change providers.

This has compelled even traditional healthcare providers to quickly pivot to digital in a bid to become more patient-centric. What strategies and digital tools are healthcare leaders using to increase value for patients while not losing their human touch – so essential to healthcare services delivery?

Join us on the next episode of CX Beats to find out! Here, renowned speaker and CX transformation leader Mr. Kowshik Bhattacharya will talk about how healthcare is evolving, challenges in setting up a service excellence framework in hospitals, patient-friendly digital options healthcare providers can use, and more.

The discussion will focus on these specific areas:

• Difference Between Service and Experience in Healthcare
• Shift of Focus From Illness Treatment to Wellness Promotion
• Best Practices to Create a Frictionless Patient Experience
• How Organizations Can Prepare for the Future

• Integrating with CRM, Ticketing Systems, and Third-Party Services
• Creating and Storing a Customer’s Entire Conversation History
• Intelligent Routing of Queries
• Monitoring Performance via Real-time Dashboards and Reports

• Evolving landscape of CX in the Gulf
• Key challenges for CX professionals
• Role of digital transformation as a key CX driver
• Latest CX trends and best practices

• Personalization in Communication
• Voice of the Customer Methodology
• Employee Experience Related to Customer Experience
• Loyalty Programs in the Digital Age

• Key points to consider before implementing a new communication channel
• WhatsApp Business API and Viber Business Messages – what is allowed and what is not
• Why these platforms need to be integrated with existing systems for best results
• What services should your WhatsApp solution provider offer you

• Most undervalued areas of CX in the healthcare industry
• How modern technologies can help to enhance patient experience
• Real-life use cases of using digital platforms in healthcare
• Constraints of using highly sensitive patient data to draw insights to be used in developing marketing strategy
• Where CX in Healthcare is headed

• The rise of omnichannel communication
• The benefits of having an asynchronous communication channel
• What gives messengers an edge
• Use of messengers in different industries

The 4th episode of 𝐂𝐗 𝐁𝐞𝐚𝐭𝐬, our new series geared toward delivering insights from digital communication experts on the current state of #CX. This episode will feature Omar Khan, Head of Customer Experience at ECS, Pakistan and Saurabh Kshirsagar, Head of International Business at edna. In this episode we will cover a number of topics related to CX:

• What changed in CX in the last 15 years

• The key challenges for CX leaders today

• How offline and online models complement each other

• The rise of conversational commerce

• Where is CX headed

• Tips and best practices for professionals starting their career in CX

Retail has led the way when it comes to creating 𝐧𝐞𝐱𝐭-𝐥𝐞𝐯𝐞𝐥 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬, right from contactless payments and curbside pickup to virtual clienteling and innovations in digital loyalty programs. What can other industries learn from retail when it comes to creating 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 𝐭𝐡𝐚𝐭 𝐚𝐝𝐝 𝐫𝐞𝐚𝐥 𝐯𝐚𝐥𝐮𝐞 to customers’ lives? #CX #DigitalCommunication