The Story
Gurgaon, 12 May 2012 — Virtuos Solutions successfully hosted its inaugural Customer Experience Meet 2012 (CXMeet) in association with Oracle RightNow at The Leela Kempinski, Gurgaon.
The event brought together senior executives, technology leaders and Customer Experience practitioners from E-Commerce, Travel, Banking & Financial Services and Automotive industries.
Designed around the theme “Changing the Channel,” CXMeet explored how organizations could move beyond traditional Customer Service models to deliver connected, intelligent and differentiated customer experiences.
The summit marked an important milestone for Virtuos as it expanded its role from CRM technology implementation into Customer Experience strategy, consulting and industry thought leadership.
A Distinguished Lineup of Industry Leaders
The summit featured keynote presentations and discussions from leading executives across technology, consulting and digital businesses.
Opening Keynote
Venky Vijay Reddi
Principal Consultant & CEO, Virtuos Solutions
The Future of Customer Experience
Venky opened the summit by examining the changing relationship between businesses and their customers.
His address emphasized that traditional Customer Service channels were no longer sufficient to meet rising customer expectations.
He advocated an integrated approach combining Omnichannel Service, Customer Experience Strategy and Cloud CRM technologies to help organizations improve customer satisfaction, loyalty and business performance.
Keynote
Ted Bray
Regional Vice President, Indirect Channels, APAC — Oracle RightNow
The Customer Experience Value Equation
Ted Bray explored the commercial value of superior Customer Experience, highlighting its relationship with customer retention, profitability, acquisition and long-term competitive differentiation.
His presentation reinforced the importance of treating Customer Experience as a strategic business investment rather than merely a Customer Service function.
Featured KeynoteKeynote
Manoj Menon
Partner & Managing Director, Frost & Sullivan, Singapore
Mega Trends 2020 — Implications for Businesses
A major highlight of CXMeet 2012 was the keynote address by Manoj Menon of Frost & Sullivan.
His presentation examined the emerging megatrends expected to reshape industries, consumer behaviour and business models through 2020.
By connecting macroeconomic and technological developments with changing customer expectations, Manoj brought an important futurist and strategic perspective to the summit.
His participation broadened the conversation beyond CRM platforms to the larger forces transforming how organizations compete, innovate and create customer value.
Presentation
Ruben Martin
Director of Solutions, Oracle RightNow
Changing the Channel
Ruben Martin addressed the summit's central theme, demonstrating how organizations could rethink customer engagement across multiple service channels.
His presentation highlighted the evolving role of digital self-service, knowledge management and integrated customer interactions in delivering more consistent experiences.
Customer Voices: MakeMyTrip and Flipkart
One of the most compelling aspects of CXMeet 2012 was the participation of senior representatives from two of India's emerging digital leaders.
Rajnish Kapur, Chief Innovation & Customer Experience Officer at MakeMyTrip, and Rathinamurthy, Product Manager – CRM at Flipkart, joined the discussions as customer panelists.
Both organizations had implemented Oracle RightNow CX solutions through Virtuos.
Their participation provided practical perspectives on how Cloud CRM technologies could help fast-growing Internet businesses improve customer interactions, strengthen support operations and enhance customer satisfaction.
The discussions connected the summit's strategic themes with real-world implementation experiences.
From Technology Presentations to Customer Success Stories
MakeMyTrip
MakeMyTrip brought the perspective of online travel and high-volume customer engagement.
Flipkart
Flipkart represented the rapidly expanding Indian e-commerce sector, where scalability, responsiveness and Customer Service efficiency were becoming critical.
Together, they demonstrated the growing importance of Customer Experience as a business differentiator.
Changing the Channel. Changing the Experience.
The summit explored an important transition taking place across industries.
Customer interactions were no longer confined to traditional contact centers.
Consumers increasingly expected organizations to provide convenient, consistent and responsive service through websites, email, chat and other emerging digital channels.
CXMeet emphasized three interconnected priorities:
Customer-Centric Strategy
Designing business processes around customer needs and expectations.
Omnichannel Engagement
Connecting customer interactions across digital and assisted-service channels.
Cloud Customer Experience
Using scalable technology platforms to improve service delivery and business agility.
With Oracle RightNow serving more than 2,000 organizations globally at the time, the event also provided an opportunity to share international Customer Experience practices with Indian enterprises.
From the Archives
May 2012 — Virtuos Takes Customer Experience to the Industry Stage
CXMeet 2012 represented a significant moment in Virtuos' early history.
Founded in 2008 as a specialist CRM and Cloud Computing company, Virtuos had developed important customer relationships with organizations including MakeMyTrip and Flipkart.
By 2012, the company was beginning to move beyond implementing Customer Experience technologies.
It was creating a forum where customers, technology leaders, consultants and industry analysts could exchange ideas about the future of business.
The presence of Manoj Menon from Frost & Sullivan, alongside Oracle RightNow executives and customer leaders, gave the summit a broader strategic dimension.
CXMeet 2012 was more than a technology event.
It was an early expression of Virtuos' ambition to become a Customer Experience thought leader.
CXMeet 2012 — Event Highlights
- Event
- Customer Experience Meet 2012
- Theme
- Changing the Channel
- Date
- 12 May 2012
- Venue
- The Leela Kempinski, Gurgaon
- Hosts
- Virtuos Solutions and Oracle RightNow
- Industry Analyst
- Frost & Sullivan
- Keynote Speakers
- Venky Vijay Reddi, Ted Bray, Manoj Menon
- Technology Presentation
- Ruben Martin
- Customer Panelists
- Rajnish Kapur, MakeMyTrip; Rathinamurthy, Flipkart
- Focus
- Customer Experience, Omnichannel Service, Cloud CRM and Emerging Business Trends
