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 turn out to be far more mature,’’ shares Bibhakar Pandey, Vice President, Digital Buyer Expertise at Capgemini North America whereas sharing just a few ideas on the way forward for the digital CX and what entrepreneurs want to bear in mind:

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

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

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 Although brick mortar channels won't ever be out of date,

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