ITV

Tag: CX

  • Autopedia partners with Kapture CX to enhance customer support

    Autopedia partners with Kapture CX to enhance customer support

    Mumbai: Leading automotive platform Autopedia has partnered with Kapture CX to revolutionise its customer support operations. The collaboration will enable seamless omnichannel support across multiple touchpoints through a unified dashboard, reinforcing Autopedia’s commitment to delivering exceptional customer service.

    Serving over 100,000 customers annually, Autopedia operates a vast business model encompassing car and motorcycle auctions, as well as an aggregator service for vehicle pricing. Maintaining its 40 per cent market share necessitates robust customer support, prompting the adoption of Kapture CX’s advanced customer experience automation platform.

    Kapture CX will integrate customer interactions from Facebook, Instagram, Whatsapp, email, and website forms, ensuring streamlined communication. Its automated ticketing system will enhance response efficiency by enabling swift escalations and resolutions. Additionally, built-in SLA tracking will ensure timely handling of each customer query.

    Kapture CX CRO Gaurav Juneja stated, “Kapture CX is thrilled to partner with Autopedia, Autopedia is making significant strides in Indonesia’s automotive sector, and we are proud to provide them with a comprehensive support management solution. This collaboration underscores our commitment to transforming customer experiences for Indonesian businesses.”

    Through this integration, Kapture CX will maintain detailed customer profiles and sync data with external systems, offering a holistic view of interactions. It will also optimise internal operations by managing agent availability, defining roles, and controlling user access for better resource allocation and security.

    Autopedia head of digital business Jonathan Weiyn commented, “We’re excited to join forces with Kapture CX to strengthen our customer support. Their robust platform will empower us to deliver seamless and personalised experiences to our expanding customer base in Indonesia.”

    Additionally, agents will benefit from an extensive knowledge base, including decision trees and SOPs, ensuring quick and effective ticket resolutions.This strategic collaboration is set to elevate Autopedia’s customer experience while optimising internal processes, reinforcing its leadership in Indonesia’s automotive sector.

  • WPP to host second series of CX India in partnership with Adobe

    WPP to host second series of CX India in partnership with Adobe

    NEW DELHI: WPP is all set to host the second session of its CX series, to be held on 26 November 2020, in partnership with Adobe. Recognising the importance of CX in today’s day and age, the session will discuss a human-centred design approach and design thinking methodologies, with design, experience and technology experts sharing their thoughts on how to reframe CX strategies in an agile landscape. A previous session featuring Kantar had focused on Indian brands which had the experience advantage, including those within media, telecom, digital devices and digital services categories.

    The key speakers for the session will include VMLY&R global lead — human-centred design and CX executive director Jason Gaikowski, VMLY&R co-CEO Asia Tripti Lochan, Adobe India head of solutions consulting Ayshak Venugopalan, and Licious chief business officer Meghna Apparao. 

    CVL Srinivas, country manager – India for WPP said, “The customer journey has become more complex than ever. Traditional avenues of reaching consumers are now being replaced by virtual touchpoints. Technology has created opportunities for brands to create unique, compelling and even personal customer experiences. With the right mix and strong design approach, brands can differentiate themselves from the competition and continue to interact and stay connected with their consumers.”

    Jason Gaikowski said, “Covid2019 has essentially pulled technology adoption forward by a decade. While this has had an obvious impact to more mature technologies involving data, commerce, and contactless services, it’s had an even stronger impact to emerging tech; particularly in the AR/VR and game-world space. With these technologies, brands have the opportunity to replace and enhance the experiences that otherwise relied on place and space. With so much of society; work, school, medicine; moving online, it’s an amazing opportunity to redesign what we experience in these digital places and spaces.”              

    Tripti Lochan said, “India has incredible opportunities for CX thinking and innovation. It's a space in which most leading brands are now looking to invest, and those who aren't need to get there quickly. Great CX is about connecting a brand to its consumers on an emotional level, across devices, platforms and mediums. Consumers today live in a connected world, and brands need to keep up.”

    “The CX race is to earn your customers trust and loyalty. This means you must understand them better than anyone else, and deliver exactly what they want when they need it. It's easier said than done. Businesses need to re-architect their systems around the customer, which changes the way they operate. Failing to realise this, there goes your competitive advantage,” added Vyshak Venungopalan. 

  • Havas establishes dedicated customer experience network

    Havas establishes dedicated customer experience network

    NEW DELHI: Havas Creative has launched Havas CX – a new, international network dedicated to delivering meaningful brand experiences across the entire customer journey. It brings together more than 1200 people from 20 of Havas Creative’s global agency groups and local agencies, plus additional CX specialists from across the Havas network, under a common structure, governance, methodology and mission.

    Havas CX will span 18 major Havas Villages around the world, with key hubs in London, Paris, New York and Mumbai. It brings together global agency groups including ekino (digital transformation), BETC FullSix (customer experience), Havas helia (customer engagement) and award-winning leaders in their markets including Plastic Havas, Langoor, Boondoggle, Gate One, Think Design, Host/Havas, Project House and Intellignos.

    Havas CX’s competitive advantage lies in its ability to combine this deep-rooted, newly coordinated CX expertise with Havas’ rich insights into modern consumers (via its proprietary Meaningful Brands study of 350,000 consumers), its ground-breaking Prosumer studies of ‘leading edge’ consumers, and its X Index – a new barometer for measuring and managing customer experience) and its unique, integrated village model–establishing the ability to look at customer experience from a more holistic, comprehensive and less siloed perspective.

    This combination provides the network with the ability to marry the technological, functional aspects of CX with its clients’ brand promise and the personal and cultural context devised from Havas and BETC’s consumer insights.

    The move to establish a dedicated CX network follows the successful launch of the BETC Fullsix agency model in Paris and the acquisition in 2019 of best-in-class specialists Langoor (digital engagement), Think Design (user experience) and Gate One (a digital and transformation consultancy).

    The component agencies’ branding will be updated to reflect the new network identity. The new network already boasts clients including Reckitt Benckiser, Tesco, Maersk, Club Med, AbbVie, Airtel, Starbucks, Canal+.

    The Havas CX network will be led by Yann Doussot (Global COO) overseen by an executive committee chaired by Chris Hirst (Havas Creative Global CEO), Mercedes Erra (Chairwoman BETC FULLSIX), Donna Murphy (Global CEO Havas Health & You) and Peter Mears (Global CEO Havas Media Group). And a strategic committee chaired by Hirst including Tracey

    Barber (Global CMO), Stéphanie Nerlich (Global CCO, executive managing partner, Havas North America), Olivier Vigneaux (CEO BETC FULLSIX), Xavier Rees (CEO Havas London), Mark Sinnock (CSO Havas UK).

    Havas Group chairman & CEO Yannick Bolloré says: “Having pursued an acquisition strategy of cutting-edge agencies in the customer engagement space over recent years, we feel the time is right to unify our agencies under one joined-up, global network brand. In Havas CX, we believe we have the most comprehensive customer engagement proposition the industry has to offer–and it’s one we intend to continue to strengthen by hiring top talent and making further best-in-class acquisitions.”

    Havas Creative global CEO Chris Hirst adds: “Today customer experience is the bedrock on which a brand is built – indeed, the majority of a consumer’s experience of any brand won’t be through above-the-line advertising, but their personal interactions with it. As technology advances almost any conceivable purchase is just a couple of clicks away and the opportunities for brands to get it right, or wrong, are manifold. CX is the new battle ground – and the brands that get it right will win, and those that don’t will lose; it’s as simple as that.

    “Now is the right time to be overt in our commitment to the one the discipline that today underpins all others by bringing our 1200-plus specialists in a single brand. With our integrated village model and our proprietary consumer insights, the Havas CX Network will significantly extend the power and capability of our offer.

    “The network will be guided by our world-class leaders in France, UK, US, Asia and LATAM ensuring we share learning, best practice and capabilities to make the network greater than the sum of its parts and helping our clients build deeper and more meaningful connections with their customers”