A. Santhakumaran (Santha)
Accredited Customer Experience Specialist (ACXS) | International CX & PX 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 across various industries, including 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, known for his deep understanding of local culture and ability to drive exceptional experiences.
Santha's expertise encompasses customer acquisition & engagement strategies, customer insights, building customer-obsessed cultures, and patient experience. His work in patient experience focuses on creating seamless, compassionate, and effective interactions within healthcare environments, benefiting both patients and providers.
As a keynote speaker, Santha shares insights that resonate with global audiences, helping organizations adapt to the evolving CX landscape. He's also a judge for prestigious customer-centricity awards, recognizing excellence in CX and patient experience.
Constantly evolving, Santha is currently pursuing a Master's degree, demonstrating his commitment to lifelong learning and personal development.
Join him on the journey to unlock the power of exceptional customer and patient experiences, and build a brighter future for businesses and individuals alike.
#CustomerExperience #CXExpert #PatientExperience #KeynoteSpeaker #LifelongLearner
PROFESSIONAL QUALIFICATIONS:
Accredited Customer Experience Specialist (ACXS)
International Customer Experience Consultant
Judge for North American Customer Centricity Awards
Judge for World Customer Centricity Awards
Judge for CXPA Emerging Leader’s Award
Pursuing Master’s Degree in Social Science MSc (UPM)
Bachelor of Business Administration (Hons) (UKM) (Majored in Marketing)
Chartered Customer Experience Master Trainer
Certified Master Sales Trainer
Design Thinking Practitioner
HRDF Certified Trainer (TTT/2930)
Six Sigma Black Belt (International Six Sigma Institute)
Certified NLP Practitioner (NFNLP – USA)
Certified Hypnotherapist
ABOUT A. SANTHAKUMARAN:
A. Santhakumaran (Santha) is a renowned Customer Experience (CX) thought leader, keynote speaker, and trainer based in Kuala Lumpur, Malaysia. Santha specializes in multiple domains, such as property development, telecommunications, international trade exhibitions, and customer loyalty engagement with local and global organizations. With two decades of corporate experience, he offers a unique perspective on customer acquisition & engagement strategies, customer insights, patient experience, and building customer-obsessed cultures.
Santha’s background includes advising multinational corporations on strategies for improving CX and patient experience. His versatility and understanding of local culture make him a leading CX consultant in Southeast Asia. His approach involves comprehensive customer journey mapping, customer experience design, customer experience measurement, design thinking, and future-proofing businesses.
Before establishing CX Expert Asia in 2008, Santha was the Country Manager for Obelix Networks Sdn Bhd and PT Obelix Indonesia, network engineering and solution providers in South East Asia. His work continues to shape the region's approach to customer and patient experience.
Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Kuala Lumpur
Speaking Topics: Customer Experience & Patient Experience Transformation - People, Process and Technology
Santhakumaran Atmalingam ACXS | Points |
---|---|
Academic | 70 |
Author | 150 |
Influencer | 66 |
Speaker | 21 |
Entrepreneur | 73 |
Total | 380 |
Points based upon Thinkers360 patent-pending algorithm.
Tags: Customer Experience, Health and Wellness, Healthcare
Credential ID 000055
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Business Strategy, Customer Experience, Marketing
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience
Tags: Customer Experience
Tags: Customer Loyalty
Tags: Customer Experience
Tags: Customer Experience
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Culture, Social
Tags: Customer Experience
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Experience, Customer Loyalty, Design Thinking
Tags: Customer Loyalty
Tags: Customer Experience, Customer Loyalty, Sales
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?
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
Tags: Customer Experience, Customer Loyalty, Design Thinking
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:
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.
Tags: Customer Experience, Customer Loyalty, Design Thinking
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.
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.
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.
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.
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.
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.
Implementing efficient communication channels, such as project management software or team collaboration tools, enables seamless information sharing and updates across different teams.
Consider creating physical spaces that encourage interaction between departments. Co-locating teams can lead to spontaneous conversations and ideation, benefiting the customer experience.
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.
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.
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.
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.
Advancements in technology have revolutionized the way companies interact with their customers. Embracing these innovations can significantly impact the customer experience positively.
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.
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.
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.
To ensure the effectiveness of customer experience transformation initiatives, organizations must establish measurable key performance indicators (KPIs) and regularly monitor their progress.
NPS measures customer loyalty and satisfaction, providing valuable insights into how well an organization meets customer expectations.
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.
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.
Tags: Customer Experience, Customer Loyalty, Design
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.
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.
Tags: Customer Experience, Customer Loyalty, Design Thinking
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:–
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.
Tags: Customer Experience, Customer Loyalty, Design Thinking
Location: Malaysia Date Available: December 27th, 2021 Fees: 5000
Submission Date: November 16th, 2021 Service Type: Service Offered