The Idea behind Quest 2014: Customer Experience Management

Quest as an industry body for Customer Experience Management would focus on what’s coming from a consumer perspective, what can brands learn from different sectors and how to handle the overlap of marketing and customer service.

What will be covered

1. How will customer experience management evolve with technology.

– Early examples, trends, navigating the change, opportunities

– Using mobile for delivering better customer experience

– Anticipating customer requirements before they know it

– Lessons from e-commerce companies which can be relevant across sectors

2. How do we level CEM for building a brand:

– Early examples, trends, navigating the change, opportunities

– Will all new marketing channels (like WhatApp/WeChat) also become customer service channels (like Facebook/Twitter)?

– Using CEM for generating new leads, impacting NPS, from managing reputation to engineering reputation

– Using brand ambassadors to influence revenue and pre purchase audience

– Linking CEM with Brand Equity: Striving for early models (Can a $ invested in comprehensive CEM be directly linked to x$ of Brand Equity?)


Venue and Date

If you feel that Quest2014 can help in improving customer experience in India, or if you have experiences and views to share with the whole community, come and join us at Leela Palace, Gurgaon on 7th November 2014.