The Elets India CX Summit 2024 took place in a grand fashion on 13th September 2024, at The Lalit, Mumbai. The Summit started with a Lamp Lighting Ceremony that set the tone for a day filled with insightful discussions, collaborations, and innovations in the customer experience (CX) industry. Esteemed panellists and speakers created an environment brimming with optimism and determination to drive meaningful changes in the field.

The event was met with high anticipation as the venue filled to capacity. The excitement was palpable as industry leaders, delegates, and participants gathered to exchange groundbreaking ideas and engage in thought-provoking conversations about the future of CX.

Welcome Address

Dushyant Mishra, Vertical Lead at BrandStory & Healthcare, Elets Technomedia, delivered the Welcome Address, focusing on the rapid digital transformation in India. Mishra noted that customers today are more empowered, and with higher expectations comes the necessity for exceptional customer experiences. He discussed about the critical relationship between strong CX strategies and employee satisfaction, noting that engaged employees directly contribute to a better customer experience.

Panel Discussions and Expert Insights

The summit featured a variety of panels, each tackling different aspects of customer experience in the age of technological advancement. One standout panel, “CX Revolution: How Gen AI is Redefining the Customer Experience,” explored the ethical challenges of integrating AI while preserving the human touch. Dharmender Narang, Chief Customer Experience Officer at IIFL, stressed the importance of managing data with integrity, while Ashish Pande, CMO of Adani Electricity Mumbai Ltd., pointed out the challenges AI faces in terms of data privacy and inclusivity in a linguistically diverse country like India.

Panellist Sajal Kumar from Zee5 shared how AI is helping deliver personalised customer experiences, and Kishan Bhanushali of ZebPay highlighted the need to balance AI’s capabilities with emotional intelligence (EQ) to avoid eroding personal connections with customers.

Healthcare and AI Integration

Dr. Sujit Paul, Group CEO of Zota Healthcare Ltd. (Dava India), shared Dava India’s efforts in making healthcare more accessible through affordable generic medicines. His presentation underscored the importance of providing low-cost alternatives, such as Vitamin B12 mouth-dissolving strips, to meet the needs of the Indian population.

Abhimanyu Shekhawat from Nurix AI presented how their AI-powered, human-assisted chatbot solutions cater to various industries, offering real-time customer support that adapts to the unique needs of each sector.

Exploring the Human Touch in Automation

In another panel, “The Evolution of Customer Experience: Finding the Ideal Balance Between Automation and Human Interaction,” the speakers discussed the delicate balance needed between automation and human service. Automation was praised for managing routine tasks efficiently, while human interaction was deemed irreplaceable for addressing complex, emotionally charged customer needs. The panellists agreed that businesses must embrace a hybrid approach to ensure customer loyalty and satisfaction.

Data Analytics in CX

Another highlight of the summit was the panel on “Using Data Analytics & Metrics to Improve Customer Experience,” where experts shared how businesses can leverage data to enhance CX. They discussed tools like social media, feedback, and customer service interactions to gain insights into customer behaviour and preferences. The speakers also emphasised the use of key metrics like claim resolution times and customer satisfaction scores to identify areas for improvement.

Closing Thoughts

The Elets India CX Summit 2024 concluded with a focus on the future of customer experience as digital technologies and marketing trends continue to evolve. Participants left with new ideas, strategies, and solutions to implement in their respective fields, aiming to keep pace with ever-changing customer expectations. The discussions on omnichannel strategies, AI integration, and data-driven decision-making will undoubtedly have a lasting impact on the CX landscape.

The summit was a resounding success, bringing together leaders and innovators to collaborate on building a future where customer experience is both seamless and personalised.