Achieving excellence in service delivery to ensure customer satisfaction should be on top of any business agenda to stay competitive. The present economic landscape, altered by globalisation and technology, has proved that just metrics, graphs and charts drawn within the boardroom walls are not a sustainable source of competitive advantage.

At a time when companies are able to produce more goods than can be sold and hence driven to build in more differentiation, how much one can leave to chance when it comes to the game of business? What did those who have built iconic brands do differently to get where they are? How did they redefine performance metrics and how did they ensure customer delight by transcending social and economic boundaries? These will be among the key points to be discussed at Iconomics, the 10th edition of Custommerce.

Scheduled for January 23 and 24 at Jaipur, the biennial national convention will see speakers, including Vice-President and Managing Director of Metro Cash & Carry Rajeev Bakshi, Co-founder and CEO of Flipkart Sachin Bansal, and Managing Director of IDC Financial Insights Cyrus Daruwala, address the audience.

Since inception, Custommerce has elicited enthusiastic participation from senior management from diverse industries, educational institutions and practitioners from across the globe. It is designed to offer participants not only the experience of learning, but hands-on experience, the power of executing the learning into action, says Vaishali James, Vice-President (Marketing), Servion – the organiser of Custommerce.

“We will explore customer-centric themes from a commercial and non-commercial perspective. At the end of each session, participants will be invited to share their thoughts, summary of key lessons learnt and some takeaways which they will be able to implement within their organisations,” she said.

ravikumar.r@thehindu.co.in

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