| | NOVEMBER 202419organizational structure. Hence, I think the first step is to ensure that your company has a culture rooted in customer centricity. Then, as a leader, you can reinforce that message."Vindhya Shanmugam, Senior Director-CX Growth, Search & Payments, Myntra, says, "Leaders must anticipate risks by expecting the unexpected. Even the most promising features can result in unexpected outcomes during the A/B test, making it critical to test all the features rigorously before a full-scale rollout. We can iteratively measure success by configuring features under A/B, allowing for any changes based on the feedback. This minimizes the risk potential when the feature is deployed to the entire user base. Regularly monitoring the business metrics is also critical throughout the process. This can help detect even slight deviations from the expected performance and serve as a warning signal that something needs to be adjusted. This proactive approach ensures that potential issues are addressed before they escalate without impacting customer satisfaction and business outcomes."Leaders must also ensure that innovations not only meet functional demands but also scale effectively as customer expectations evolve. We can prevent operational bottlenecks by embedding the right engineering processes in the journey," adds Vindhya."You must also have policies and procedures that reflect your commitment to the desired customer experience. Analyzing customer data and close looping will significantly impact company values. Leaders play a crucial role in ensuring that the company's values align with the demanded customer experience. By clearly communicating values, embedding them in the company culture, aligning policies and practices, providing training, developing aligned performance metrics, empowering employees, engaging in leadership, and ensuring consistency across channels, leaders can create a cohesive and value-driven customer experience. This alignment not only enhances customer satisfaction and loyalty but also reinforces the company's reputation and success in the market," adds Priya.Customer experience departments are essential for companies that want to retain happy and loyal consumers. To develop and implement a customer experience strategy, companies need to understand their goals and current situation and build a customer experience department. As a result of investing in the customer experience, customers will develop brand loyalty, act as brand ambassadors, and become advocates for the company, increasing customer retention and overall business success. Finally, it is important to remember that it is important for companies to understand that investing in building a customer experience department is not just a cost, but an investment in long-term growth and success. PRIYA CHAKRAVARTHY, VP--EXPERIENCE, BLUSMART, SAYS, "FOR LEADERS, ALIGNING THEIR COMPANY'S VALUES WITH THE DEMANDED CUSTOMER EXPERIENCE INVOLVES SEVERAL STRATEGIC & CULTURAL INITIATIVES. THE VALUE SYSTEM NEEDS TO BE EMBEDDED IN EACH EMPLOYEE. THE VALUES SHOULD HAVE EXPERIENCE AT THE CORE, & HOW THEY ARE PRESENTED TO THE TEAMS MAKES A HUGE DIFFERENCE. DEFINING CORE VALUES & HOW THEY TRANSLATE TO CUSTOMER EXPERIENCE HAS TO BE COMMUNICATED THROUGH ALL COMMUNICATION SEGMENTS BOTH INTERNAL & EXTERNAL
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