MarTech Interview With Bibhakar Pandey, Vice President, Digital Customer Experience At …

“As we proceed to develop inside an expertise financial system, the “phygital” (bodily + digital) customer experience goes to evolve and change into rather more mature,’’ shares Bibhakar Pandey, Vice President, Digital Buyer Expertise at Capgemini North America whereas sharing a couple of ideas on the way forward for the digital CX and what entrepreneurs want to remember:

Welcome to this MarTech chat Bibhakar, inform us extra about your position at Capgemini and your journey by means of the years.
I'm a Vice President and Chief of Digital Buyer Expertise at Capgemini North America. Via a number of years of consumer engagements, I've constructed and led robust digital companies within the buyer expertise area specifically centered on omnichannel advertising and marketing and content material, gross sales, service, and commerce. It’s additionally a privilege to educate and mentor to assist depart a constructive impression within the business.

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How are you seeing the client expertise sport being redefined in right now’s market?
The pandemic has clearly disrupted the normal enterprise fashions for firms throughout industries. Although the market is evolving daily, I might summarize the modifications in 4 broad areas:
1. Prospects:
The pandemic has accelerated a long-awaited paradigm shift in how companies work together with their prospects and vice versa.
2. Engagement:

Digital channels at the moment are overtaking conventional B&M channels in producing gross sales. Although brick mortar channels won't ever be out of date,

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