Surrinder Raju, Managing Consultant - PA Consulting Group

Surrinder Raju, Managing Consultant - PA Consulting Group

Presentation Title:
Ensuring customer satisfaction: it's about trust and loyalty.

Short Abstract:
State of customer satisfaction across sectors is dismal, those who get it right can reap immense rewards. Customers have never had so much power, but are complicated - fickle as well as loyal! The status quo is not enough – customers are leaving in droves, and the pain has just started. It comes down to a matter of trust … Today's companies have no option but to transform to retain customers, and attract new ones to deliver margin. This talk covers five key ares to focus on: - Listen intently; Personalise; Engage; Connect; and Quality.

Short Bio:
Surinder is a business transformation leader with over 25 years designing and delivering major customer driven, and digital and technology enabled business change - over 10 of these in global outsourcing. Substantial experience working with CXOs, executive teams and Boards, in the UK, US, Australasia, India, Africa and across Europe to increase the value, compliance and performance of their organisations. Expert in accelerating business performance and relevance through digital and technology disruption. Surinder works closely with clients to translate evolving market, regulatory and customer demands, and then deliver on complex transformations by combining analytical and intuitive thinking to craft future operating models based on end-to-end customer experience that ensure all elements of the business perform superbly together. Surinder helps clients creatively implement the new design and systems in a practical way that is as good in practice as it was on paper, delivering real, sustainable and measurable results. Expert in change and programme management, developing business and operating models, technology-led transformations.

About OSX

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Organisers

112-114 High Street
Rickmansworth
Hertfordshire
WD3 1AQ
UK