NILF 2015 has ended
Thursday, February 12 • 2:15pm - 3:00pm
Session XI B: Rewiring the Customer Experience Digitally

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The importance of customer experience for organizations cannot be understated. Some studies have indicated that organizations can lose as much as 20% of their revenues due to poor customer experience. So, given the importance of the customer experience, are organizations doing enough to create a compelling experience for their customers in the digital domain? How can organizations master the new rules that will help them drive lasting customer engagement in a digital world?

avatar for Phil Fersht

Phil Fersht

CEO, HfS Research
Phil Fersht is Founder and CEO of leading global analyst authority, HfS Research. He is an acclaimed author, analyst and visionary in Global Business Services, the Digital Transformation of enterprise operations and talent development strategies. He is also author and creator of the... Read More →

avatar for Rohit Kapoor

Rohit Kapoor

Vice Chairman & CEO, EXL
Rohit Kapoor is the Vice Chairman and CEO of EXL. He co-founded the company in 1999 and since then has held various roles including CFO and President and Chief Operating Officer. Rohit has helped create a business model that is high growth, futuristic, sustainable and built on the... Read More →


Chairman & Managing Director, LiquidHub India Private Limited
Sean Narayanan is Chief Business Officer and Partner at LiquidHub. Sean is also on the board of LiquidHub India and is Chairman & Managing Director of LiquidHub India. LiquidHub is focused on fuelling digital transformation to solve unique business challenges through technology, for... Read More →

Thursday February 12, 2015 2:15pm - 3:00pm
Grand Ballroom II

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