The 2nd Annual Customer Retention, Satisfaction and Loyalty ends on a high note

Aug. 10, 2010 - PRLog -- The conference was inaugurated by Mr. O P Agarwal, CGM and Banking Ombudsman from RBI with a key note presentation.  The conference witnessed over a hundred participants from various financial institutions across India. In his Opening remarks Mr. O P Agarwal emphasized on the Significance of Redressal of Complaints and some relevant thoughts surrounding them.

Together with Mr. O P Agarwal, the conference witnessed D G Kale, GM: Customer Service, RBI, Usha R Nair, GM and Principal, SBI, Ajay Row, VP: CRM, Taj Hotels Resorts & Palaces, Rita Soni, Country Head: Responsible Banking, Yes Bank, Mr. Sanjay Tripathy, EVP, HDFC Standard Life Insurance, Vivek Kale, CIO, Raymond Ltd, Robin Roy, Associate Director, Price Waterhouse Coopers who shared their thoughts on customer centricity and benefits of being customer centric.

4 Panel Discussions were interwoven into the two day conference. The Panelists expressed their views and the moderators added spice to their thoughts. They discussed on Significance of Customer Experience in today’s Indian Financial Market, Matching Technology with Customer Needs, Shaping marketing strategies to enhance customer retention and brand experience and Transforming the Customer Experience through Customer Service and Self-Service Channels.  

The conference was aptly supported by Aspect and Nihilent along with BFSI as the Media Partner. In his presentation titled ‘Putting the customer back at the centre of the business, LC Singh, President & CEO of Nihilent said, “The financial services industry is becoming increasingly aware of the need to close the gap between the customer promise and the delivered customer experience. In order to do so, companies need to listen to the right signals from their customers and accurately measure customer loyalty.” He also shared the loyalty benchmark findings for the banking and financial services industry based on Nihilent’s newly patented predictive ‘Customer Loyalty Evaluation’ (CLE) model.

The 2nd Annual Customer Retention, satisfaction and Loyalty took an in-depth look at how institutions are developing and adopting Customer Relationship Management and Customer Experience Management approaches in order to enhance customer relationships and maximize customer retention as well as customer lifetime value.

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