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Overview & Theme

Theme: Back to Basics

Date: 17^th & 18^th October, 2008

Venue: Leela Kempinski Kovalam Beach, Trivandrum, Kerala

Introduction

Custommerce India Chapter 5 is built around the ‘back to basics’ theme. Managing hype cycles, customer experience statistics, cutting edge technology, customer service differentiators, brand building, people and process investments, customer relationship management … name it and we’ve done it all. And yet, the customer still remains one unhappy person. To stay ahead in the race, we may have missed paying attention to the basics. In our eagerness to please customers by adopting best/next generation practices, we have destroyed our inherent ability to do the basic things.

Drawing inspiration from nature, Custommerce will make you take a step back and mull over what customers really want. For this, Custommerce takes inspiration from the 5 basic elements/forces of nature in its quest to understand what customers really want and what stops organizations from becoming truly customer centric. A close examination of the 5 basic elements of nature reveals an uncanny parallel between their characteristics and basic requirements (expectations) customers have of organizations.

Internationally acclaimed thought leaders and speakers like Geet Sethi - 8 times world billiards champion, C. K. Venkatraman - COO, Tanishq, Sunny Rao - Managing Director Nuance India and South East Asia operations, V. K. Madhav Mohan - Management Mentor, M. Mahadevan - Dubai-based restaurateur and great god of Hot Breads have been invited to lead 5 tracks at Custommerce, India Chapter 5.

Program outline (agenda)

• Track 1 - Fire: Emulating the intensity of fire to forge strong bonds with customers

• Track 2 – Air: Building the all pervasive customer centricity DNA throughout the organization

• Track 3 - Sky: Creating an open, and accessible culture for all customer interaction/service needs of your customers

• Track 4 – Water: Bringing innovation, fluidity and flexibility of water to redefine boundaries and processes that limit customer centricity

• Track 5 – Earth: Providing an earth like, sustained, constant, foundation to customer service initiatives

Track Interventions

Shiva Subramaniam, former consultant of creative learning and innovation for Tata Consultancy Services, one of the world’s few master trainers in Edward de Bono's 'Six thinking hats, lateral thinking' and mind-mapping techniques will facilitate new direction of thinking through interactive sessions and help learn new tools for innovation post each track.

Click here to download a PDF presentation on Custommerce India Chapter 5

For more details, contact:

E-mail:

Phone: +91-44-4209 4237

© 2008 Servion Global Solutions

Custommerce e-mail: opinions@custommerce.org