Humans of CX Ozonetel

Manish Nachnani is the Head of Customer Experience at Zuno General Insurance, and he discusses the importance of customer experience in the insurance industry. He shares his insights on topics like seamless services, trust-building, personalization, and the challenges of implementing customer experience initiatives. Discover how a simple and consistent approach forms the foundation of customer excellence.

This week we’re joined by CX Expert Ankur Agrawal, former SVP and Head of Customer Experience at Paytm, Ola, MakeMyTrip and Snapdeal. He shares his insights on the importance of understanding customer expectations, analyzing feedback, and combining it with data to enhance the overall experience. Ankur also delves into the impact of AI on contact centers and the role they play as treasure troves of customer conversations. Don't miss this engaging conversation to enhance your own customer experience journey.

Rachit Saran, VP of Customer Experience at Wakefit, joins us to discuss Wakefit’s three pillars of growth and success, why enhancing employee experience leads to improved customer satisfaction, the company's vision for the future, and how they are using AI and automation to enhance the customer experience.

Tanish shares his insights on the importance of customer experience in the banking and finance industry. He delves into the role of AI, security measures, and global banking and the impact of events like the pandemic. Discover how technology can enhance the customer experience while maintaining a human touch.

Arvind Singh, Chief Technology and Product Officer and EVP of IT at Puravankara joins us to discuss where customer experience falls in the real estate sector, highlighting the need to place customers at the center of all operations, the importance of balancing empathy and technology, and strategies for meeting customers where they are to ensure a seamless experience.

Suraj Shetty, Head of Customer Experience and Learning & Development at both Kissht and Ring, joins us to discuss how brands should respond to customer outrage on social media; how working in CX can sometimes affect mental health, and the best ways to respond to it; and how remote working changed the CX landscape forever.