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Santhakumaran Atmalingam ACXS

Founder at CX Expert Asia

Kuala Lumpur, Malaysia

???? A. Santhakumaran (Santha) ????
Accredited Customer Experience Specialist (ACXS) | International CX Consultant | Keynote Speaker

???? Pursuing a Master's Degree in Social Science (MSc) at UPM
???? Bachelor of Business Administration (Hons) with a Major in Marketing from UKM
???? HRDF Certified Trainer (TTT/2930)
???? Six Sigma Black Belt (International Six Sigma Institute)
???? Certified NLP Practitioner (NFNLP – USA)
???? Certified First Aid & Emergency Responder
???? Certified Mold & Microbial Removal Practitioner
???? Design Thinking Practitioner

???? With nearly two decades of corporate experience in property development, telecommunications, international trade exhibitions, and customer loyalty engagement, Santha is a distinguished thought leader in Customer Experience (CX). Based in Kuala Lumpur, he's a sought-after CX consultant in Southeast Asia, renowned for his in-depth understanding of local culture.

???? Santha's expertise spans customer acquisition & engagement strategies, customer insights, and building customer-obsessed cultures. His passion lies in transforming businesses through effective CX strategies.

????? As a keynote speaker, Santha shares insights that resonate with audiences worldwide, helping organizations navigate the ever-changing landscape of CX. He's also a judge for prestigious customer-centricity awards, recognizing excellence in CX.

???? Constantly evolving, Santha is currently pursuing a Master's degree, embodying his commitment to lifelong learning and personal development.

???? Join him on the journey to unlock the power of exceptional customer experiences and build a brighter future for businesses and individuals alike.

#CustomerExperience #CXExpert #KeynoteSpeaker #LifelongLearner"

Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Kuala Lumpur
Speaking Topics: Customer Experience Transformation - People, Process and Technology

Santhakumaran Atmalingam ACXS Points
Academic 70
Author 149
Influencer 66
Speaker 21
Entrepreneur 73
Total 379

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Business Unit: Consulting
Theatre: Asia
Minimum Project Size: $1,000+
Average Hourly Rate: $300+
Number of Employees: 1-10
Company Founded Date: 2008
Media Experience: 20 years
Last Media Training: 09/04/2023
Last Media Interview: 09/01/2023

Areas of Expertise

Business Continuity
Business Strategy 30.78
Change Management
CRM
Culture 30.06
Customer Experience 39.64
Customer Loyalty 48.02
Design Thinking 42.93
Digital Disruption
Digital Transformation
Entrepreneurship
Future of Work
HR
Innovation
Leadership
Management
Marketing 30.70
Open Innovation
Public Relations
Sales 31.11
Social 30.35
Design 31.17

Industry Experience

Automotive
Consumer Products
Federal & Public Sector
Financial Services & Banking
Healthcare
Higher Education & Research
Hospitality
Insurance
Media
Oil & Gas
Professional Services
Retail
Telecommunications
Travel & Transportation

Publications

1 Academic Certification
Accredited Customer Experience Specialist
ACXS UK
July 10, 2020
A new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets that when applied will radically improve the experience that their company delivers to their customers, gaining a lasting advantage in their industry. Now available online, on demand, on your terms

Credential ID 000055

See credential

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Advisory Board Membership
Petrochem Safety (M) Sdn Bhd
Founded on
December 02, 2005
Petrochem Safety (M) Sdn Bhd incorporated in 2nd December 2005 and is the official flame resistant garment manufacturer for Westex by Milliken in Asia.

Our focus is on providing exceptional service with quality products and competitive pricing. We function with the highest level of integrity and we never compromise on safety. We are continuously improving our garments through research and development. We always strive to educate ourselves and our customers on the relevant changes in the industry.

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Tags: Business Strategy, Customer Experience, Marketing

1 eBook
The Six Disciplines of Customer Experience Transformation
CX Expert Asia
March 04, 2020
To improve the customer experience, first must understand the customer’s end-to-end journey. This Masterclass will show you how to get into the hearts, minds and emotions of your customers. We can show you how to deconstruct the entire journey from your customer’s point of view. Once you understand their current journey, you can provide the experience your customer expects.

It creates significant improvements in customer experience and customer satisfaction by combining some of Emotional Innovation, Process Innovation, and Functional Innovation - into an integrated model of people, process, and product and service improvement.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Executive Director
Atmalink CT Sdn Bhd
Atmalink CT Sdn Bhd
February 05, 2008
AtmalinkCT Sdn Bhd is a leading customer experience training and consulting firm, based in Kuala Lumpur Malaysia. Atmalink is on a mission to transform Asia into a customer-centric continent.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Faculty Member
Accredited CPD Trainer by The CPD Group
The CPD Group
January 17, 2022

CPD Trainer – verifies your credibility as an individual and demonstrates that you have all the credentials to deliver excellent CPD learning. Build trust with your learners and instil confidence in their minds that the training they will receive from you reaches the highest CPD standards.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Founder
CX Expert Asia
CX Expert Asia
February 05, 2008
Founded by A.Santhakumaran ACXS, a Global CX Expert and backed by the vision to create a strong community of CX pros to drive more valuable customer experiences.

The goal of CX Expert Asia Community:

To create a platform for Customer Experience experts and community to share latest updates, knowledge, skills and engage in impactful discussions.
To provide networking opportunities for like-minded individuals to connect and explore new opportunities together.
CX Expert Asia community page will be a space to get empowered and learn - everyone is welcome here!

Check-in regularly to keep up with fresh contents, tools, and upcoming events. Feel free to bounce your questions and ideas off members in the community, and there's always room for sharing and insightful conversations.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Industry Awards
CX Excellence Award
CX Network Asia
November 23, 2021
CX Expert Asia won the Silver Award for Best CX Vendor Category

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Tags: Customer Experience

Judge for Customer-Centricity World Series
Arcet Global
January 07, 2021
Customer Centricity World Series, a celebration of some of the most Customer Centric Organisations from around the world. Featuring award winners from both our Regional Awards – The European Customer Centricity Awards and the North American Customer Centricity Awards.

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Tags: Customer Experience

3 Influencer Awards
Team Captain and Overall Champion in Customer Experience World Games 2022
Customer Experience World Games
July 04, 2022
CX Team Hercules, led by captain Santhakumaran Atmalingam ACXS of CX Expert Asia, emerged as the Overall Winner of the 3rd Customer Experience World Games 2022, which concluded on Monday, July 4, 2022.

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Tags: Customer Loyalty

222 TOP influencers you need to follow for 2022
Engati
December 15, 2021
222 TOP influencers who nailed it in 2021 and should be in your “to follow” list of 2022! These influencers have excelled in their fields and have been an inspiration to all of us. Their experience and insights are unbeatable!

These 222 influencers can rightly be called "Influencer of the year 2021"!

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Tags: Customer Experience

North American Customer Centricity Awards
Arcet Global
October 27, 2021
North American Customer Centricity Awards, one of the largest virtual Customer Experience knowledge sharing events in North America. 2 days of celebration packed with business best practice stories, 130 real world case studies and networking opportunities.

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Tags: Customer Experience

1 Keynote
The CX Senate 2021 - India
Augmentrac India
August 27, 2021
CX Senate (Virtual) Is a forum bringing together CX community leaders online to exchange their perspectives and Understand CX as the Source of Competitive Advantage.
This transformative event will offer you the requisite foundations and tactics to smash through the noise, immerse yourself in customer intelligence and emerge victorious from the shifting landscape

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Media Interview
Atmalink CT Sdn Bhd makes it big with Silver CX Vendor Excellence Award
Marketing Magazine
December 17, 2021
Atmalink CT Sdn Bhd, the leading customer experience (CX) consulting firm in South East Asia, announced that they have received the Silver CX Vendor Excellence at the CX Asia Excellence Awards 2021.

The CX Asia Excellence Awards honours the highest level of achievement in customer experience across the Asian community.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Membership
Global Organization -People of Indian Origin
Gopio
November 01, 1989
GOPIO was founded at the First Global Convention of People of Indian Origin in New York in 1989. The initial thrust of GOPIO was to globally network the widely spread PIOs in large number of countries. GOPIO has now set its priorities in pooling our resources, both financially and professionally, for the benefit of PIOs and for the countries they come from.

There are over 30 million people of Indian origin (PIO) living outside India. Most of the PIOs have become highly successful in business and profession. When their professional expertise and financial resources are to be pooled together, it will benefit not only people of Indian origin but also their country of residence and India.

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Tags: Culture, Social

2 Panels
The future of CX measurement
Boussias
January 27, 2022
Customer experience has fast become a top priority for businesses and 2022 will be no different!

The pandemic has changed consumer behavior forever. The way they search, engage, purchase, and seek support has seen rapid shifts which have major implications for all businesses. CX is now the #1 business differentiator, and Fortune 1000 companies are trying to offer delightful experiences to their customers at every touchpoint, adapting in the new consumer demands.

It is said that “in 2021, companies are no longer competing with just their competitors. They are competing with the last best experience your customers had!”.

CX Summit returns on January 27th 2022, to navigate us further in the world of Customer Experience. Learn how to Address your Hottest Challenges & to formulate Your New CX Strategies in Just One Day!

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Tags: Customer Experience

Global CX Summit Middle East 2021
Exito
June 24, 2021
Digitization of the customer experience is a necessary complement to the overarching marketing strategy with the increasing touchpoints of a customer on the digital ecosystem. Businesses need a rich omni-channel strategy to engage with their customers.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

45 Podcasts
[Webinar] Lead Generation using WhatsApp chatbot | Engati
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March 31, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How Instalogist made on-demand truck booking efficient with Engati's WhatsApp chatbots
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March 30, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the CX Goalkeeper Gregorio Uglioni E57
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March 29, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Impact of Customer Experience with Petko Tinchev - E67
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March 28, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to deploy your bot on Instagram | Engati
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March 23, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the Minister of Happiness Faran Niaz E57
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March 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Leadership and Trust with Dr. Brian Harman - E66
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March 21, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Experiences of a CX Legend - Faran Niaz - E 71
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March 20, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with #SheDrives, Chip Shortages and STUNNING Personalization Hussein Dajani E55
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March 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

CX Management Competencies and their role in frontier & emerging markets with deBBie Akwara - E65
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March 14, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The next big thing, Engati's chatbot for Instagram
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March 09, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

E64 complete Jeannie Walters 1080WebShareName
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March 07, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to integrate Engati's chatbot with Facebook ads
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March 02, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one where she designs experiences at Cirque du Soleil…and beyond! Carolene Méli E54
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March 01, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Dark Side of Customer Experience with Michael Bartlett - Second Half
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February 28, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Emotional Intelligence and Customer Success | Ashna Patel talks to Engati CX
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How Gramhal brings farmers & traders together with an Engati chatbot
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with sake, churrascarias, CX controversies and 4 steps to CX glory Jimmy Hosang E53
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Dark Side of CX with Michael Bartlett - E62 - first half
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February 21, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to create conversational flows with Engati’s no code flow builder
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February 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with Human to Human banking Aarthi Murali E52
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February 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Women in CX an outstanding highly committed community - E61 with Clare Muscutt
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February 14, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Dos and don’ts of Digital Customer Success | Revathi Venkatraman talks to Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Tips on overcoming B2B challenges | John McTigue with Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to become a customer centric company | Michela Cocco talks to Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Profile
Leading Customer Experience Influencer in Asia
CX Expert Asia
February 05, 2008
A. Santhakumaran (Santha) is based in Kuala Lumpur, a Customer Experience (CX) thought leader, keynote speaker, leader for training events in South East Asia with a total of two decades of corporate experience in multiple domains such as property development, telecommunication, international trade exhibition, customer loyalty engagement with local and global organizations. Santha has a decade of experience in advising multinational corporations on customer acquisition & engagement strategies, customer insights and building customer-obsessed culture. Santha is a highly sort after Customer Experience (CX) Consultant in South East Asia simply because he understands local culture better than others.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Speaking Engagements
The CX Goalkeeper with Santhakumaran Atmalingam - S1E34 is about the CX infinite loop & the marriage of CX & EX
The CX Goalkeeper
August 09, 2021
The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam
Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant,

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The CX Passport - Santhakumaran Atmalingam
The CX Passport
March 19, 2021
Curious how an ice cream shop can be the passport to developing customer empathy? Listen in to CX Passport as guest Santhakumaran Atmalingam and host Rick Denton talk CX, travel...and ice cream!

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Steering Committee Memberships
Team Captain - The CX Hercules in Customer Experience World Games
Customer Experience World Games
June 01, 2022
I was the team captain for the CX Hercules in Customer Experience World Games 2022 and we became the overall champion for this year.

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Tags: Customer Loyalty

Sirim QAS International Sdn Bhd
Sirim QAS international
March 01, 1989
SIRIM QAS International was established as a wholly-owned subsidiary of the SIRIM Group in March 1997. Today, local and international customers from a wide cross-section of the economy have made us the preferred choice for their certification, inspection and testing needs

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Tags: Customer Experience, Customer Loyalty, Sales

1 Workshop
Customer Experience Management Skills for Managers
Thinkers360
September 17, 2023











Unlock Excellence in Customer Experience Management (CEM) - Masterclass for Managers


Elevate your managerial prowess with our intensive Customer Experience Management (CEM) Masterclass. In this face-to-face program, you'll gain the strategic insights and practical skills needed to excel in the dynamic world of CX.


Why Attend?



  • Strategic Impact: Learn how to lead your team in creating customer-centric strategies that drive growth and loyalty.

  • Practical Know-How: Gain hands-on experience in implementing CEM best practices tailored to your organization.

  • Peer Learning: Collaborate with like-minded managers and share real-world challenges and solutions.

  • Expert Guidance: Benefit from the wisdom of CX thought leaders with a proven track record.


Join us for this immersive journey to harness the power of CEM and lead your team to exceptional customer experiences. Don't miss this opportunity to become a CX champion.


Date: 26-27 October 2023 Location: Crystal Crown Hotel, Petaling Jaya, Selangor, Malaysia


Space is limited. Secure your spot today!


#CXManagementMasterclass #CustomerExperienceExcellence #LeadershipDevelopment







 







 








 



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Tags: Customer Experience, Customer Loyalty, Design Thinking

Thinkers360 Credentials

5 Badges

Blog

4 Article/Blogs
The 10 Secrets to Create A Successful Customer Experience Management For Brick and Mortar Business.
Thinkers360
August 02, 2023

The 10 Secrets to Create A Successful Customer Experience Management For Brick and Mortar Business.

Brick-and-mortar businesses have a unique opportunity to create memorable customer experiences beyond transactions. In a digital age, where convenience is paramount, mastering the art of customer experience management is crucial for standing out and fostering brand loyalty. Here are ten secrets to excel in this endeavor:

  1. Strategic Store Layout and Design - A well-designed store layout is the foundation of a positive customer experience. Thoughtful placement of aisles, displays, and checkout areas ensures a seamless flow that encourages exploration. Consider the psychological aspects of design, using colors and lighting to evoke emotions that resonate with your brand identity.
  2. Captivating Visual Merchandising Displays - Visual merchandising is a silent salesperson that influences purchasing decisions. Craft visually appealing displays that tell a story and showcase your products' benefits. Regularly update these displays to maintain freshness and intrigue, enticing customers to explore and engage.
  3. Personalized Customer Interactions - Make customers feel valued by offering personalized interactions. Train your staff to remember frequent shoppers' names, preferences, and purchase history. These personal touches build rapport and loyalty, separating your business from impersonal online experiences.
  4. Seamless Online and Offline Integration - Bridge the gap between physical and digital experiences. Allow customers to browse their inventory online, check in-store availability, and purchase through a user-friendly website or app. Likewise, returns or exchanges can be processed seamlessly across online and offline channels.
  5. Immersive In-Store Experiences - Engage customers on a sensory level by providing immersive experiences. Offer interactive product demonstrations, workshops, or even themed events that encourage customers to linger, interact, and share their experiences with others.
  6. Effortless Checkout and Payment Options - Simplify the checkout process by offering various payment options, including mobile wallets and contactless payments. Long lines and complicated payment procedures can deter customers. A quick and efficient checkout experience enhances overall satisfaction.
  7. Community Engagement and Partnerships - Become an integral part of your community by collaborating with local organizations, charities, or artists. Hosting community events, supporting local causes, and showcasing local talent contribute to a positive brand image and foster a sense of belonging among your customers.
  8. Collecting and Acting on Customer Feedback - Regularly solicit feedback through surveys, social media, or in-store interactions. Analyze the data to identify trends and areas for improvement. Demonstrating a willingness to adapt based on customer input enhances trust and shows your commitment to providing an exceptional experience.
  9. Consistency Across Touchpoints - Maintain consistency in branding, messaging, and service quality across all touchpoints. Whether customers interact with your business in-store, on your website, or through social media, they should experience a unified and cohesive brand identity.
  10. Empowered and Knowledgeable Staff - Invest in ongoing training to ensure your staff is well-informed about best practices for products, services, and customer service. Empower them to make decisions prioritizing the customer's needs, resolving issues swiftly, and leaving a positive impression.

In a world where customer expectations continually evolve, these ten secrets offer a roadmap to mastering customer experience management in brick-and-mortar businesses. By combining innovative strategies with a genuine commitment to meeting customer needs, your business can create a customer-centric environment that keeps customers coming back time and again.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Breaking Down the Silo for Successful Customer Experience Transformation
Thinkers360
July 22, 2023

The digital landscape has transformed how businesses operate, making customer experience a critical factor in their success. Customer expectations have risen, and companies must prioritize delivering exceptional experiences to stay competitive. However, many organizations face a common obstacle in achieving this goal – organizational silos. 

This comprehensive article will explore breaking down silos to facilitate successful customer experience transformation, leading to improved customer satisfaction, loyalty, and business growth.

Introduction: Understanding Silos and Their Impact on Customer Experience

In business, silos refer to isolated organizational divisions that hinder effective team communication and collaboration. Silos often emerge when departments focus solely on their goals, failing to share information and insights with others. This lack of cross-functional cooperation can be detrimental to customer experience, leading to disjointed processes, inconsistent messaging, and an inability to address customer needs holistically.

Silos manifest in various ways, such as separate marketing, sales, and customer support teams working in isolation. This fragmentation can result in frustrated customers who experience disconnected touchpoints throughout their journey. To ensure a seamless customer experience, organizations must break down these barriers and foster a culture of collaboration and shared responsibility.

The Role of Leadership in Breaking Down Silos

Effective leadership is pivotal in transforming the customer experience by dismantling organizational silos. Leaders must emphasize the importance of customer-centricity and align all departments towards this common goal. They should encourage open communication, set clear expectations, and establish cross-functional teams to foster collaboration.

Leaders should also invest in tools and technologies that facilitate seamless information sharing between teams. For instance, implementing a unified Customer Relationship Management (CRM) system can centralize customer data and insights, ensuring that all departments have access to up-to-date and relevant information.

Creating a Customer-Centric Culture

Transforming the customer experience requires a shift in organizational culture. Emphasizing a customer-centric approach should be a part of the company's DNA. To achieve this, employees at all levels must understand the importance of delivering exceptional experiences.

Leaders should conduct regular training sessions to instil customer-focused values and ensure that every team member understands their role in contributing to the customer journey. Acknowledging and rewarding employees who go the extra mile to enhance the customer experience will further reinforce the desired cultural shift.

Breaking Down Departmental Barriers

One of the most significant challenges in overcoming silos is breaking down departmental barriers. Rather than functioning as isolated entities, departments should work together to create a unified customer experience. Here are some strategies to achieve this:

Encourage Cross-Functional Collaboration. Promote regular meetings and workshops that involve representatives from various departments. These sessions foster mutual understanding, identify pain points in the customer journey, and brainstorm innovative solutions.

  1. Set Shared Objectives

Align departmental objectives with the overarching goal of delivering exceptional customer experiences. When teams share common objectives, they are more likely to collaborate effectively and prioritize customer-centric initiatives.

  1. Establish Communication Channels

Implementing efficient communication channels, such as project management software or team collaboration tools, enables seamless information sharing and updates across different teams.

  1. Break Down Physical Barriers

Consider creating physical spaces that encourage interaction between departments. Co-locating teams can lead to spontaneous conversations and ideation, benefiting the customer experience.

Utilizing Data and Insights to Drive Transformation

Data is a powerful asset in understanding customer behaviour and preferences. Organizations must leverage data analytics to gain valuable insights into customer interactions, pain points, and preferences.

  1. Customer Journey Mapping

Creating a comprehensive customer journey map helps identify touchpoints where customers interact with the brand. By analyzing these touchpoints, organizations can identify areas that need improvement and deliver a more cohesive experience.

  1. Personalization and Tailoring

Data-driven insights enable organizations to personalize customer interactions, offering tailored recommendations, promotions, and content based on individual preferences. This personal touch can significantly enhance customer satisfaction and loyalty.

  1. Real-time Customer Feedback

Implement mechanisms to collect real-time customer feedback, such as surveys, social media monitoring, or chat support. Analyzing this feedback allows organizations to address customer concerns and promptly improve their services.

Embracing Technology for Enhanced Customer Experience

Advancements in technology have revolutionized the way companies interact with their customers. Embracing these innovations can significantly impact the customer experience positively.

  1. Artificial Intelligence and Chatbots

Integrating AI-powered chatbots into customer support functions can provide immediate responses to common queries, streamline issue resolution, and offer personalized recommendations based on customer history.

  1. Virtual Reality (VR) and Augmented Reality (AR)

For businesses in the retail and e-commerce sectors, VR and AR technologies offer immersive shopping experiences, enabling customers to interact with products virtually before making a purchase decision.

  1. Internet of Things (IoT)

IoT devices can gather real-time customer behaviour and product usage data, enabling businesses to proactively address customer needs, offer timely maintenance, and deliver personalized services.

Measuring the Impact of Customer Experience Transformation

To ensure the effectiveness of customer experience transformation initiatives, organizations must establish measurable key performance indicators (KPIs) and regularly monitor their progress.

  1. Net Promoter Score (NPS)

NPS measures customer loyalty and satisfaction, providing valuable insights into how well an organization meets customer expectations.

  1. Customer Effort Score (CES)

CES assesses the ease of completing a specific task or resolving an issue. Lower CES scores indicate that customers require help to interact with the brand.

  1. Customer Churn Rate

Monitoring customer churn rates helps identify dissatisfaction or unaddressed concerns that may lead to customer defection.

In today's hyper-competitive business landscape, customer experience is a critical differentiator. By breaking down organizational silos, fostering a customer-centric culture, utilizing data and technology, and measuring the impact, companies can deliver exceptional customer experiences that drive loyalty, advocacy, and business growth.

Remember, the journey towards successful customer experience transformation is ongoing. It requires commitment, collaboration, and a relentless focus on understanding and meeting customer needs. By prioritizing customer-centricity and embracing continuous improvement, businesses can leave competitors behind and position themselves as leaders in their respective industries.

See blog

Tags: Customer Experience, Customer Loyalty, Design

Top 10 Mistakes in Customer Experience Management
Thinkers360
July 22, 2023

Customer experience (CX) management has become paramount to business success in today's competitive landscape. However, many companies still need to improve their ability to deliver exceptional customer experiences. This article will explore the top 10 mistakes in customer experience management and provide actionable solutions to overcome these challenges.

  1. Failing to Prioritize Customer Experience
    One of the most significant mistakes is not prioritizing customer experience within an organization. Allocating insufficient resources and attention to CX can lead to a lack of focus and commitment to improving the customer journey.
    To resolve this, company leaders must recognize the impact of customer experience on business success and make it a strategic priority. Invest in CX initiatives, create a customer-centric culture, and ensure all departments align their efforts to enhance the customer experience.
  2. Ignoring Customer Feedback
    Customer feedback is a goldmine of valuable insights that can help companies identify pain points and areas for improvement. Ignoring or dismissing customer feedback is a missed opportunity to understand customer preferences and concerns. Companies should actively collect feedback through surveys, reviews, and social media channels. Analyze this feedback carefully and use it to drive meaningful changes that address customer needs effectively.
  3. Lack of Integration
    A disjointed customer experience often results from a need for more integration between various departments and touchpoints. Companies must break down silos and encourage cross-functional collaboration to deliver a seamless and consistent CX. Align marketing, sales, customer support, and other teams to ensure a unified approach to CX management.
  4. Failure to Measure Success
    With proper measurement and tracking of crucial CX metrics, companies can gauge the effectiveness of their initiatives. Establish clear KPIs to evaluate customer satisfaction, loyalty, and retention.
    Analyze the data regularly to identify trends, strengths, and areas for improvement, enabling data-driven decision-making.
  5. Not Involving Customers in the Process
    Customers' perspectives are invaluable in shaping a successful CX strategy. Engage customers in designing and delivering experiences through focus groups, user testing, or advisory boards. Their insights will lead to more relevant and meaningful experiences tailored to their needs and expectations.
  6. Focusing Solely on Touchpoints
    While optimizing touchpoints is crucial, an exceptional customer experience involves considering the entire journey.
    Companies must understand how interactions across different touchpoints contribute to the overall CX. Adopt a holistic approach to CX management, ensuring every customer interaction aligns with the brand promise.
  7. Relying on Technology Alone
    Technology is pivotal in enhancing CX, but solely relying on it can be a mistake. Human elements like empathy, connection, and personalization are equally essential. Strike a balance between technological innovations and human touchpoints to create a truly exceptional and memorable customer experience.
  8. Neglecting Employees
    Employees are the face of the company and directly impact customer interactions. Neglecting employee training, motivation, and empowerment can lead to disengaged staff unable to deliver positive experiences. Invest in employee development, recognize their contributions, and create a positive work environment to foster a customer-centric mindset.
  9. Not Adapting to Changing Customer Needs
    Customer preferences and expectations are continually evolving. Companies must adapt their CX strategies to avoid falling behind and delivering outdated experiences. Stay attuned to customer trends, gather feedback regularly, and be agile in implementing changes to meet evolving customer needs effectively.
  10. Not Having a Customer-Centric Culture
    A customer-centric culture is the foundation of successful CX management. It requires aligning all aspects of the company around customer needs and preferences. Leadership must champion customer-centric values, and employees should be empowered to prioritize customer satisfaction in their daily work.

In conclusion, avoiding these top 10 mistakes and adopting the recommended solutions can propel companies towards CX excellence. By placing the customer at the heart of their strategies, businesses can build lasting relationships, drive brand loyalty, and achieve sustainable growth and success.

See blog

Tags: Customer Experience, Customer Loyalty, Design Thinking

Building a Future-Proof Business: The Operating Model and Organization Design Toolkit for Effective Customer Experience Management
Thinkers360
July 21, 2023

Introduction

In today's dynamic business landscape, the key to sustainable success lies in designing a robust operating model and organization that can effectively execute the company's strategy. A well-structured framework comprising six essential components:–

  1. Capabilities
  2. Structure & Governance
  3. Talent Management
  4. Processes
  5. Technology
  6. Culture

They act as a blueprint to future-proof your business. By leveraging this toolkit, businesses can design a customer experience management blueprint that fosters innovation, customer-centricity, and resilience.

Capabilities: Aligning Competencies with Strategy

The first step in designing a compelling customer experience management blueprint is identifying and developing the core capabilities necessary to deliver on the strategic goals. Understand your unique value proposition and analyze the competencies required to create an exceptional customer experience. This could include customer-centric skills, data analytics, innovation, and adaptability. Invest in employee training and development programs to cultivate these capabilities within your workforce.

Structure & Governance: Establishing an Agile Organizational Structure

An agile organizational structure is essential to adapt quickly to changing customer needs and market dynamics. Implement a structure that fosters cross-functional collaboration, minimizing silos and promoting information sharing. Clearly define decision-making processes and accountabilities to ensure efficient execution of customer experience initiatives. A governance model should be established to monitor progress, assess performance, and make necessary adjustments.

Talent Management: Attracting, Developing, and Retaining Top Talent

The success of your customer experience management blueprint heavily relies on the calibre of your workforce. Attract and retain top talent that embodies your company's values and is passionate about delivering exceptional customer experiences. Implement talent development initiatives to nurture leadership skills, emotional intelligence, and customer-focused mindsets. Regularly assess and reward performance to maintain employee motivation and engagement.

Processes: Streamlining Operations for Seamless Experiences

Efficient processes are the backbone of a seamless customer experience. Map out customer journey touchpoints and identify pain points to streamline operations. Embrace process automation and technology to enhance efficiency and reduce manual errors. Regularly evaluate and optimize processes to ensure they align with customer expectations and organizational goals.

Technology: Leveraging Innovations for Enhanced Customer Engagement

Incorporating the right technology is critical for future-proofing your business. Identify technologies that empower your customer experience strategy, such as artificial intelligence, customer relationship management (CRM) systems, omnichannel portals and data analytics tools. Embrace emerging technologies that anticipate customer needs, personalize interactions, and deliver proactive solutions.

Culture: Fostering a Customer-Centric Mindset

Company culture plays a significant role in shaping how employees interact with customers. Cultivate a customer-centric mindset across all levels of the organization by emphasizing empathy, responsiveness, and a commitment to exceeding customer expectations. Encourage open communication and feedback channels to understand customer pain points and gather insights for continuous improvement.

In conclusion, the Operating Model and Organization Design Toolkit, comprising Capabilities, Structure & Governance, Talent Management, Processes, Technology, and Culture, is the key to future-proofing your business through effective customer experience management. Your business can thrive in an ever-changing market by aligning competencies with strategic goals, fostering an agile organizational structure, attracting and developing top talent, streamlining processes, leveraging technology, and cultivating a customer-centric culture. Embrace this framework model to build a strong customer experience management blueprint that drives innovation, growth, and long-term success.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Opportunities

1 Business
Customer Experience Consulting

Location: Malaysia    Date Available: December 27th, 2021     Fees: 5000

Submission Date: November 16th, 2021     Service Type: Service Offered

A. Santhakumaran (Santha) is based in Kuala Lumpur, a Customer Experience (CX) thought leader, keynote speaker, leader for training events in South East Asia with a total of two decades of corporate experience in multiple domains such as property development, telecommunication, international trade exhibition, customer loyalty engagement with local and global organizations. Santha has a decade of experience in advising multinational corporations on customer acquisition & engagement strategies, customer insights and building customer-obsessed culture. Santha is a highly sort after Customer Experience (CX) Consultant in South East Asia simply because he understands local culture better than others.
Santha leverages nearly two decades of experience in managing businesses, customer experience, sales & marketing, customer service and building great working teams. His expertise includes customer journey mapping, customer experience design, customer experience measurement, design thinking, customer experience maturity and future proofing businesses.

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