Wednesday, 28 August 2024, Bengaluru: As India rises as a leading hub for technological innovation, the 12th Global Edition of the World CX Summit and Awards, hosted by Trescon, will examine the evolving customer experience (CX) landscape. Scheduled for 19 September at JW Marriott Hotel, UB city, Bengaluru, this summit will gather over 200+ top-notch CX Leaders & Marketing enthusiasts will be sharing actionable insights and discuss successful use cases that are shaping the future of CX.
In light of the recent technological disruptions, including a significant outage that impacted millions of users, and the challenges faced across different industrial verticals, the importance of resilience, effective crisis management, and clear customer communication has become increasingly evident. The summit will address these issues by offering valuable insights into managing crisis effectively and enhancing customer trust through strategic innovations and best practices.
Attendees will participate in high-impact sessions, including keynotes, panel discussions and conference, all aimed at advancing the CX landscape through a blend of emerging customer experience solutions and best practices designed to address current challenges and foster future progress.
#WorldCXSummit features a dynamic agenda covering essential topics, from implementing strategic generative AI to integrating data analysis, enhancing human-like interactions through Conversational AI, interpreting customer feedback, and more.
Among the notable speakers at the event are:
Gurpreet Jolly, Head – Customer Experience and Service Delivery, AJIO (Reliance Retail Ltd.)
Shruthi Bopaiah, Executive Vice President & Head – Customer Obsession, Axis Bank
Avijit Mohapatra, Head of Flipkart Customer Experience Transformation, Flipkart
Vindhya Shanmugam, Senior Director – CX Growth, Myntra
Priya Chakravarthy, Vice President – Experience, BluSmart
Nikhil Godbole, Group Head of Customer Service, Jupiter
Rahul Poddar, Country Head Martech, Narayana Health
Rahul Garg, Head – CX, Games 24×7
Deepak Nayak, Sr Vice President – Customer Experience, Gameskraft
“Customer experience is no longer just a touchpoint but a strategic pillar that drives competitive advantage. The World CX Summit offers a platform where thought leaders and innovators will gather to discuss and demonstrate how superior customer service can be achieved and sustained,” stated Mithun Shetty, Vice Chairman, Trescon. He further added, “By examining real-world use cases and emerging technologies, we will collectively advance our understanding of how to create memorable and impactful customer experiences that foster long-term loyalty,”
Sharing the importance of the summit, Aalok R Pradhan, Head – Customer Delight, CX, COE – Digital & AI at TVS said, “World CX Summit in my opinion is a platform which can be leveraged by major CX professionals. This summit aims at new edge CX practices as well as the best-in-class products for CX professional to assess and up their game.”
The event will also showcase the much awaited World CX Awards, spotlighting and celebrating the pioneering achievements of the nation’s foremost CX professionals. This segment will honour outstanding leadership and exceptional contributions across various sectors, marking a prominent celebration for the ‘Top 100 CX Leaders Awards’ and ‘Top Marketing Leaders’. Register to attend and to submit your nominations to celebrate with those setting new benchmarks in customer experience and marketing innovation. Secure your place and contribute to the advancement of CX today!
About Trescon Trescon is a pioneering force in the global business events and services sector, driving the adoption of emerging technologies while promoting sustainability and inclusive leadership. With a deep understanding of the realities and requirements of the growth markets we operate in – we strive to deliver innovative and high-quality business platforms for our clients.
Reports of flight cancellations and financial difficulties have forced the cash-strapped SpiceJet to once again operate under the “enhanced surveillance” of the Directorate General of Civil Aviation (DGCA). This measure will take effect immediately. This is in response to the aviation regulator’s discovery of “certain deficiencies” in a special audit that was conducted earlier this month. This follows the Dubai Airport’s recent decision to deny SpiceJet customers boarding for non-payment of dues.
A special audit of SpiceJet engineering facilities was carried out on 7th and 8th August 2024, which revealed certain deficiencies, according to a statement issued on August 29 by the DGCA. The purpose of the audit was to assess the airline’s operational safety in light of reports of flight cancellations and financial stress. As a result, spot checks and night surveillance of SpiceJet’s operations will be increased.
Continuous irregularities in SpiceJet has made DGCA to take these steps
The airline was once again placed under intensified surveillance by the DGCA due to its past record and special audit. During a special drive of spot checks in 2022, following a series of incidents reported on the SpiceJet fleet, the airline was required to confirm to the Directorate General of Civil Aviation (DGCA) that all reported defects and malfunctions had been fixed before releasing aircraft for operations. “The airline was once again subject to enhanced surveillance in 2023 in response to reports of financial distress,” the DGCA’s document said.
With immediate effect, SpiceJet is once again subject to increased surveillance based on its historical record and the special audit conducted in August 2024. In order to guarantee the safety of activities, it was noted that there would be an increase in the number of spot checks and night surveillance.
Recent incident at Dubai Airport added pain to SpiceJet’s agony
The most recent episode, in which passengers were prevented from boarding a SpiceJet flight at the Dubai airport, was the second incidence of its planes departing from Dubai that had been disrupted within a month.
According to a report that was published by the news agency, SpiceJet was forced to conduct a number of flights from Dubai that were empty because customers were not permitted to board. Enhanced supervision by the DGCA was reportedly implemented on the airline in July 2023 due to the fact that it was experiencing financial difficulties.
Members of the crew are placed on sabbatical
Due to financial difficulties, SpiceJet has chosen to temporarily restrict 150 cabin crew workers for a period of three months. In the midst of financial, legal, and lender issues, the budget airline is running with a smaller fleet. There are about 22 aircraft in its operating fleet at the moment.
An airline representative announced on August 29 that 150 members of the cabin staff would be placed on unpaid leave for a period of three months.
The spokesperson stated that this action has been decided in light of the present slow travel season and the smaller fleet size, with the goal of ensuring the organization’s long-term viability.
While on absence from work, cabin crew members will still be considered employees of SpiceJet and will have all of their benefits, including paid time off and health insurance.
A US Federal Reserve official has voiced concerns that banks involved in interconnecting domestic quick payment systems with international systems for making global transactions may face higher legal and compliance costs. “There is no magic wand that enhances speed as well as effectiveness without trade-offs,” stated Christopher J. Waller, a member of the Federal Reserve System’s board of governors, during his conversation at Global Fintech Fest. The risk-management load for banks participating in interconnected fast payment systems can rise unless new solutions are discovered.
Despite the widespread belief that interconnecting fast payment systems can improve and lower the cost of global cross-border payments, Waller warned that banks who take part in the initiative may find their risk management responsibilities expanded.
Modern businesses and consumers have the same desires for faster and cheaper global payments as we have for shorter flight times and lower airfares: the ability to transmit money anywhere in the globe, but with more convenience and speed. “But I’m not sure that interlinking arrangements will really accomplish those aims; after all, not all obstacles that delay payments are negative,” Waller stated. According to him, the global payment system intentionally incorporates certain frictions in order to control risk and ensure compliance.
Appreciating the move and at the same time calling for a tighter security, Amit Bansal, Founder, BharatLoan sated, “The integration of payment networks globally and domestically offers tremendous potential for faster transactions. However, the complexities of regulatory compliance and security can’t be overlooked. At BharatLoan, we focus on building adaptable solutions that can meet these challenges head-on, ensuring that our customers benefit from swift and secure financial services while adhering to the highest global standards.”
Echoing a similar sentiment, Vikkas Goyal, Founder, Rupee112 opined, “The US Fed’s concerns about integrating global and domestic payment networks underscore the complexity of maintaining security and compliance. At Rupee112, we understand that innovation must be paired with responsibility. Our approach is to develop systems that not only deliver rapid and efficient payment solutions but also prioritize the integrity and security of transactions, ensuring our users’ trust in a globalized financial environment.”
Waller disagrees with The Reserve Bank of India
Noting the extraordinarily high cost of remittance transactions, the Reserve Bank of India has time and again brought attention to the necessity to lower the cost of worldwide cross-border transactions.
Waller stated that there aren’t enough US-based banks to potentially take part in a UPI-US rapid payment system integration when asked how such a connection may take place. Waller stated that Indian authorities may think about tying the UPI to a few private American banks.
“Each link is unique and requires resource-intensive negotiation and alignment between parties,” he said, adding that this is true even if technical feasibility and legal difficulties are resolved, as demonstrated by several bilateral agreements. Setting up bilateral links all over the world is just not going to cut it.
Despite appearances, achieving interoperability is not an easy task, as he pointed out. Interlinking, he explained, essentially implies interoperability between or among domestic fast payment systems, so that fast payment networks can simply “connect” with each other and transfer payments globally. As far as parts go, technology is perhaps the simplest. He went on to say that the issues with governance, settlement, compliance, and the law were much more significant.
According to Waller’s opinion, reducing the rate at which payments are cleared and paid can assist financial institutions in preventing money laundering and combating the financing of terrorism, as well as detecting fraudulent activity and recovering cross-border payments that have been misdirected or fraudulently deposited.
The messaging software Telegram is under fire for allegedly facilitating the spread of extremism and disinformation around the world. Paris recently detained CEO Pavel Durov on charges of crime. In a blog post, Telegram denied the charges and said that CEO Pavel Durov travels across Europe often and has nothing to conceal. Holding the platform or its owner accountable for misuse is absurd, according to the company.
Allegations of gambling, exam paper leaks, child pornography, and stock market manipulation have put Telegram under investigation in India.
Internet users have come up with memes that read, “Darr ka mahol hai.” in reaction to the arrest. If the Indian government’s inquiry into these claims turns out to be accurate, Telegram might be banned in the country.
Take a look at the nations that had previously banned Telegram prior to these new changes in this regard.
Country
Step taken on Telegram
United Kingdom
Demands more stringent monitoring
Spain
Mar 2023: Temporary prohibition
Norway
Government officials are not allowed to use
Germany
No ban, Penalty in the form on fine is imposed
Russia
Prohibited from 2018 through 2020
Belarus
Officially not banned, but extremely risky
China
Banned since 2015
Iran
Banned since 2018
Thailand
Banned since 2020
More details on why Telegram was banned in these nations
UK
There have been demands for more regulation of Telegram channels following allegations that they were utilised to organise anti-immigrant riots in the UK in August. Telegram was temporarily banned in Spain in March because to copyright concerns, but the ruling was quickly reversed. Meanwhile, out of concern for national security, Norway has banned government staff from using Telegram on work computers.
Spain
After a judge sided with large media companies in March 2023 on allegations of unauthorised distribution of copyrighted content, Telegram was momentarily banned in Spain. Criticism led to the swift reversal of the ban, which underscores the gravity of the app’s possible abuse and its influence on millions of users.
Norway
Concerned about potential threats to national security, especially from Russia and China, Norway has limited government officials’ use of Telegram on work devices. However, the country has not implemented a complete ban. The ruling highlights the worries regarding the platform’s ability to disseminate false information.
Germany
In 2022, after discovering 64 channels that broke hate speech regulations, Germany contemplated banning Telegram. Telegram, on the other hand, agreed to remove content that German authorities found unlawful after the government fined the service €5 million for noncompliance.
Russia
Due to the platform’s refusal to provide the Russian authorities with user data, Telegram was banned from 2018 to 2020. Government agencies nevertheless used Telegram for official communications, proving the app’s popularity despite the prohibition.
Belarus
While Telegram is not outright forbidden in Belarus, there are several channels that users should be cautious of using. Users who continue to follow certain Telegram channels that the government has designated as radical may be subject to harsh punishments, including jail time. In spite of these dangers, the app played an essential role in the protests of 2020 and 2021.
China
Since 2015, Telegram has been restricted in China. A distributed denial-of-service (DDoS) assault on Telegram’s servers led to the ban; some analysts suspect the Chinese government may have been behind the attack, which is why the app was censored. Chinese human rights attorneys allegedly utilised Telegram before the ban to voice their criticism of the ruling Communist Party and administration.
Iran
In 2018, protests demanding economic reforms led to the prohibition of Telegram in Iran. In response to accusations that the app was helping to spread discontent, the Iranian government promoted the usage of domestic alternatives. There are still a lot of Iranians who use VPNs to access Telegram, even though it’s banned.
Thailand
Since 2020, when it was utilised to coordinate anti-government demonstrations, Telegram has been prohibited in Thailand. By allowing protesters to better coordinate their actions against the government, the platform played a significant role in the crackdown on opposition that ultimately led to the ban.
An order effectively freezing Starlink’s finances in Brazil was issued by the country’s top court, marking a significant move against Elon Musk’s internet satellite startup.
This ruling, which was published on 29 August 2024, prohibits Starlink from engaging in any financial activities in Brazil. It is a major escalation of the continuing dispute between Musk’s businesses and the Brazilian court.
This whole thing started because Justice Alexandre de Moraes of Brazil’s Supreme Court and Musk’s social media site X (which was formerly Twitter) got into a disagreement.
Justice Moraes summoned X on 28 August 2024 and gave the platform till 29 August’s night to choose a Brazilian lawyer. In the event that X’s operations within the country are not suspended, compliance with this order is mandatory.
Starlink voiced its displeasure with the judicial procedure in a statement posted on X, asserting that the order had been secretly granted in violation of Brazil’s constitutional guarantee of due process.
The business countered that the order was flawed because it wrongly assumed Starlink should pay X’s penalty, which it claims was illegally imposed. As far as anyone can tell, Starlink plans to dispute the decision in court.
A crackdown on online communities and related issues
The Brazilian judiciary and Musk’s businesses have been at odds for a while. The Brazilian government has stepped up its attack on fake news and hate speech accounts on social media.
In the lead of these initiatives, Justice Moraes has taken a firm stance against platforms that disregard court orders meant to limit dangerous content on the internet.
Following Musk’s public vow to disobey a Brazilian court ruling that had barred specific accounts on the platform, Moraes declared in April that Musk was being investigated for obstruction of justice. The Brazilian judiciary appears to be expanding its jurisdiction to encompass Musk’s other businesses, as this fight has recently intensified to encompass Starlink.
Reaction from Musk
Millions of Brazilians depend on Starlink’s services, and the move to freeze the company’s funds in Brazil could affect them all. Forty million Brazilians, or almost 20% of the population, use X at least once a month, according to market research firm Emarketer. The move against Starlink has the ability to impede services for these customers and adds fuel to the fire between Musk’s businesses and the Brazilian government.
Elon Musk vented his anger on X, highlighting the fact that X and SpaceX are separate companies with separate stockholders. He said that the verdict was unlawful and unfairly punished other stockholders as well as the Brazilian people, and he called Moraes the “dictator” of the ruling. Global internet businesses operating in locations with varied regulatory regimes face complicated legal and ethical challenges, as Musk’s comment highlights the friction between his enterprises and the Brazilian judiciary.
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Isha Ambani, the Director of Reliance Retail Ventures Limited (RRVL), has disclosed that the organization intends to enter the luxury jewelry sector.
Isha announced that the company is looking at expanding into the fashion jewelry and accessories segment as well as the luxury jewelry segment with a curated, design-led experience.
Avaasa, Netplay, and DNMX—all of which are homegrown brands of Reliance Retail—reached a sales milestone of over INR 2,000 crore last year, while Teamspirit and John Players both surpassed INR 1,000 crore.
According to her, to stay up with this expansion, the company has set up 18 design centers within the country and 3 abroad, making sure that their designs are appropriate for each region.
With 85% of sales coming from repeat clients, Ajio maintains its position as the go-to online fashion destination. She went on to say that the Indian market would soon be able to shop for fashionable items that are in line with international trends thanks to their collaborations with ASOS and Shein.
Growth of Reliance’s Grocery Sector
While discussing the grocery segment, she mentioned that Reliance Retail is leading the pack of rapidly expanding retailers, with a growth rate that is 2.5 times faster than the rest of modern trade.
The majority of their new store openings (11 in total) are in smaller cities, which is driving the company’s growth. “The first modern merchant to set up shop in many of these markets is us” she declared.
On top of that, Reliance Retail is actively growing its Fresh Signature and Freshpik premium formats in major urban centers. Additionally, she mentioned that the company’s vast network of Smart Points in more than 1,300 cities provides it with a notable edge in the eCommerce sector.
She mentioned that by utilizing its current supply network, the company is bringing Milkbasket to new regions.
It also reintroduced numerous well-known brands, such as Campa, Lotus Chocolates, and Sosyo, in the previous fiscal year. She said that the business partnership is confident in their direction because of the early success of all these businesses.
When asked about the Kirana segment, she stated, “We are delighted to have over 4 million registered Krana partners in our new commerce business, supported by a footprint of over 220 Metro stores across 200 cities.”
Fundamental to this endeavor is the company’s cutting-edge research and development facility in Bengaluru, which allows the business to rapidly create and distribute first-rate food items. According to her, this has resulted in significant expansion through both its channels and general commerce.
Rufus, a new conversational shopping assistant driven by generative artificial intelligence, has been introduced to the Indian market by the eCommerce retail giant Amazon.
On the Amazon India mobile app, the assistant will initially be made accessible in beta mode to a restricted group of consumers. In the following weeks, it will be made available to a wider audience.
The purpose of Rufus is to improve the overall experience of shopping online by providing personalized product recommendations, shopping list assistance, comparisons of product categories, and insights gleaned from consumer evaluations.
Characteristics and Powers of Rufus
Rufus is well-versed in Amazon’s enormous product catalog and can draw information from various sources on the internet to provide answers to a wide variety of questions posed by customers.
Users can receive assistance from the AI assistant at a variety of points throughout their purchasing journey. As an illustration, it can be of use in conducting general research such as “things to consider when purchasing a washing machine” or in conducting particular product comparisons such as “Should I get a fitness band or a smartwatch?”
In addition, it provides recommendations that are geared to specific queries, such as “What are the best dinosaur toys for a child of five years old?” or “What are the best gaming laptops?”
Engagement With Users and Their Experiences
Customers can communicate with Rufus by using a chat conversation box that is situated in the lower right-hand corner of the Amazon mobile client.
After being engaged, Rufus gives users the ability to investigate questions that have been suggested, ask follow-up questions, and obtain thorough responses.
Additionally, the assistant can support particular product-related inquiries while perusing product detail pages. This makes it simpler for customers to obtain complete information without having to leave the shopping interface. Customers can dismiss Rufus and return to the conventional search results by swiping down the chat box if they require it.
Clicking on “What do customers say?” on a product description page provides a handy summary of consumer reviews. For example, when a customer is looking at a product’s information page, they can ask Rufus questions like “Is this jacket machine washable?” or “Is this cordless drill easy to hold?” and get instant replies. Using information from listings, reviews, and community Q&As, Rufus will produce replies.
Rufus helps consumers make smarter purchases by generating responses based on pertinent information from all around the web and Amazon.in. Generative AI is in its infancy, hence it may not always produce accurate results. To make Rufus more useful over time, Amazon’s tech team will refine responses and enhance its AI models. In addition to the more traditional “thumbs up” or “thumbs down” ratings, customers also can submit more detailed, free-form comments.
Wynk Music, an app that has been available for streaming music for ten years, is being shut down by the Indian telecom giant Airtel.
In the next months, the company would reportedly shut down the app and integrate all of its staff into the Airtel ecosystem, as reported by a news agency.
As previously announced, Wynk Music will be discontinued and all staff will be integrated into the Airtel ecosystem, according to a spokesperson from the company.
Collaboration Between Apple and Airtel
This new move comes not long after the Jio competitor formed a partnership with Apple, the company that manufactures iPhones, to supply its consumers in India with unique discounts for Apple TV+ and Apple Music.
Customers of Airtel Xstream will be able to watch content from Apple TV+ through premium Airtel WiFi and Postpaid plans as a result of the agreement.
Additionally, those who are enrolled in Wynk Premium, the music streaming service offered by Airtel, will have access to special deals that are only available on Apple Music. According to a press release issued by the firm, these deals would be made accessible to Airtel customers on an exclusive basis in India later on in the year.
As stated by Oliver Schusser, Apple’s vice president of Apple Music, Apple TV+, Sports, and Beats, “We are thrilled that Airtel customers in India will soon be able to enjoy all of the incredible content that is available on Apple TV+ and Apple Music.”
As our collection of world-class films, television series, and music continues to expand, we are confident that there will be something that will appeal to each and every one of our customers. In addition, Schusser stated.
The Market Presence of Wynk Music
Wynk Music is an application that was introduced by Airtel in September 2014. It gives customers the ability to download music for offline listening, modify caller ringtones, listen to podcasts, and stream music in a variety of regional languages.
At the moment, it is expected that the app has more than one hundred million users as subscribers.
It has been reported that Wynk Music provides approximately 300 crores of rupees to the annual revenue of the parent firm.
In August 2022, Wynk Music presented Wynk Studio, an ecosystem for the dissemination of music that was designed for independent musicians residing in India and other countries.
The studio is a component of Airtel’s digital product portfolio, which includes Wynk, Airtel Xstream, Airtel Ads, and Airtel IQ, amongst others. It also provides musicians with the ability to launch their music and collaborates with them on various steps of music promotion.
A new requirement that requires sellers on Flipkart to authenticate their goods and services tax identification number (GSTIN) via an OTP (one-time password) authentication procedure has left many vendors confused.
According to sellers, Walmart-owned Flipkart may be attempting to obtain their private GST data while posing as a verification procedure to get sellers’ GST credentials. Sellers further claim that no rationale has been given for starting the process.
After vendors provide Flipkart with the OTP, the company can access their data through an API. All data collected before GSTIN registration would be available to the company.
Merchants’ yearly turnover and sales on competing marketplaces like Amazon and Meesho can be found in the data, according to many merchants who spoke with the media. In addition, sellers shared a message they got from the company asking customers to authenticate their GSTINs using an OTP to avoid possible location blocking.
Flipkart’s Clarification
The One-Time Password (OTP) that sellers provide on the platform is a one-time process, according to a statement released by Flipkart. This process is designed to authenticate that the GST registration number belongs to a specific seller who is conducting business through Flipkart.
Additionally, it is designed to prevent any unauthorized individual from manipulating a seller’s GST number. An official spokesperson for the corporation stated that this does not grant them access to the information that they have included in their GST reports.Even though
Sellers’ Counter on the Above Clarification
However, sellers have mentioned that Flipkart already validates their GST paperwork, PAN, and Aadhaar data during the initial setup phase. This is something that vendors have mentioned in a media report. Even though it is still reasonable to request OTP verification from new vendors, there is no justification for requiring existing merchants to go through the system.
There are some vendors who have granted access to OTP to Flipkart because they do not want their sales over the holiday season to be negatively affected. An effort to steal data appears to have been made here. These procedures are not followed by any of the other marketplaces, including Myntra, which is owned by the Flipkart Group.
Those who are knowledgeable in the field of finance believe that if Flipkart claims that the OTP verification is a one-time operation, then they may only do so to validate the registration. However, the submission of an OTP by a seller does provide the company with access to the information that sellers have submitted on the GST portal. When it comes to sellers, their concerns are not completely unwarranted.
