Kauser Khan, Head – IT, Maruti Suzuki India Ltd | Day 1 | Technology Senate North 2023
Technology Senate North 2023 | Day 1 | 15th September 2023 | Chandigarh
In this video:
Keynote Address by Kauser Khan, Head – IT, Maruti Suzuki India Ltd
Topic: The Future of Customer Experience
Key Highlights:
[1] Behavioral changes of customers preferring to engage in multi-channel ways of purchasing products and services and continuous funding for innovation through startups are accelerating user convenience innovation.
[2] Immersive technology, artificial intelligence, and the Internet of Things are the top three emerging technologies in customer experience.
[3] The future of customer experience will include creating a digital roadmap, measuring CX, identifying and internally improving pain areas, cross-training human resources, and developing a digital mindset.
[4] Immersive technology is helping the organization create platforms where customers can immerse themselves in a virtual space to experience products and services.
[5] Generative AI can be used in businesses for customer service, sales, research, financial planning, purchase advice, and content generation.
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