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Thursday, February 13 • 10:15am - 10:45am
From traditional to technological: meeting the evolving customer expectations

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• Disintermediating the supply chain – reaching the customers’ directly
• Using technology to get insights into customer preferences, pushing intelligence from the customer to the producer.
• Inclusion of the customer in the design of products and services – mass customization and how technology is enabling that.

The objective of the session is to focus on the importance of looking at customer experience holistically, not just at various points in the journey from the producer of the product/service to the consumption of the same by the end consumer.

avatar for Bharat Desai

Bharat Desai

Chairman and Co-founder, Syntel
Bharat Desai is Chairman and Co-founder of Syntel, a leading global provider of integrated Information Technology and Knowledge Process services, employing over 23,000 people globally with a market capitalization of over $3.5 Billion. Bharat has received several awards including... Read More →

avatar for Nirmalya Kumar

Nirmalya Kumar

Member, Group Executive Council, Tata Sons
Dr Nirmalya Kumar, joined Tata as a member of the Group Executive Council, in August, 2013. Prior to this, he was professor of marketing at the London Business School. At Tata, Dr Kumar is responsible for strategy at the group level. In addition, he lends his expertise in bringing... Read More →

Thursday February 13, 2014 10:15am - 10:45am IST
Grand Ballroom I, II, III Hotel Grand Hyatt, Mumbai

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