Usman A. Janvekar is a strategic and results-oriented leader with extensive experience across pharmaceuticals, consumer goods, retail, and consultancy sectors. His international and Canadian work portfolio showcases a breadth of expertise in driving growth, optimizing operations, and enhancing organizational agility. His professional background in management analytics and digital innovation equips him with the necessary tools to navigate and lead in the ever-evolving digital landscape.
At Sanofi, he leads customer experience management programs, integrating analytics to elevate customer engagement. In his role at UCB, Usman was pivotal in orchestrating digital business transformation aligning technology with business goals. His commitment to customer centricity and digital innovation is not just a professional mandate but a personal passion, fueling his desire to connect and share knowledge with like-minded experts in the field.
Day 1: Nov 15, 2022
12:00 pm
12:00 pm
TRACK 2: DIGITAL TRANSFORMATIONPANEL: DODGE THE DIGITAL TRANSFORMATION PITFALLS
Circumvent Digital Transformation Failure Trap
3:35 pm
3:35 pm
FIRESIDE: CUSTOMER EXPERIENCE METRICS
Instrument KPIs Throughout the Digital Customer Journey
Implementing digital experience has both qualitative and quantitative aspects. Yield positive results in your ROI that justify further investments and validate your theory to improve the experience. Walk through each stage of the journey and instrument the correct course of action by:
- Surfacing the things that slow down access to information and get in the way
- Using data to augment qualitative measures
- Avoiding abandoning the journey due to friction in the process
Map out quantitative and qualitative prospects with the right digital CX.
Day 2: Nov 16, 2022
12:00 pm
12:00 pm
FIRESIDE: MEASURE AND OPTIMIZE CX IN REAL-TIME
Leverage Real-time Analytics For Dynamic CX Improvements
Real-time analytics is pivotal in today’s dynamic business environment. Implement the theories and concepts of real-time analytics in your organizations to act on these metrics and enhance the customer experience instantly while boosting up conversion rate. Create a blueprint to:
- Integrating real-time data collection and analytics to drastically affect decision-making processes.
- Enhance KPIs that are most critical for real-time analytics.
- Allow your businesses to be more agile, responsive, and customer-centric with real time analytics.
Enable immediate action based on live customer interactions
