PW 2014 Presentation: TCS: Keep it Simple Yet Win at Every Touchpoint of the Customer Journey

GEETALI RAJ, HEAD PRE-SALES, ENTERPRISE BPM SOLUTIONS, TCS
RANJITH JAYARAMAN, ENTERPRISE BPM SOLUTIONS AND BUSINESS DEVELOPMENT, TCS

In every business, whether a bank, retailer, communications provider, insurer or a services provider such as TCS, the customer journey has many important aspects that are often overlooked or ignored, yet they can strongly influence customer buying decisions. Provisioning a state of the art interface and handling multiple channels and devices is essential but there is more to a successful customer journey. We must understand and respond to the client sentiment.

In this session you will learn:

• How to understand customer intention over and above customer need
• How to simplify and enhance customer experience
• How to harness the power of Pega software to raise the emotional and engagement quotient of your offering