BPM-EAI

How many times have you stood in front of an aisle in a premium electronics store, and 'google-d' a certain item, and found it at 70% price in the neighborhood 'low prices' store only to be zipped away immediately. Why burn precious gasoline, and not just order it online for delivery right away! The premium electronics store, invoked your interest, got you to the aisle, made you decide on the product and then just drove you away to competition - and the sales rep didn't even come to know! The multiple customer interaction channels clubbed with super efficient supply chain, ways to track inventory and of course customers' pricing focus, make Customer Loyalty a top CXO priority, doesn't matter if you are selling airplane seats or blue tooth headsets.

At the event one of our key clients - Best Buy Europe speaks about their focus on seamless Customer Experience across channels to drive Customer Loyalty, and what it takes to 'keep the customer in'. Our client and partner Gerald Curley, talks about Best Buy's approach to tackle the challenges for tomorrow's digital consumers and leveraging a cloud-based eCommerce platform for doing that. If you are attending TUCON 2011,drop by the Infosys booth to see illustrations of Infosys CommerceEdge for Digital Consumers. Also on display and for discussion are case studies and solutions around Customer Experience in diverse industries such as Finance and Insurance, Manufacturing and Utilities.

While at the event, I am looking forward to the - 'Panel Discussion | Tying It All Together: Loyalty and Your Company' where it is promised that loyalty experts will debate the importance loyalty in today's context and innovative ways through which enterprises are achieving it.  Good luck to our client partners for the discussion, as we prepare to see them in Vegas.

In my next blog I will talk about how customer loyalty has shifted paradigms in an industry hitherto known to take its customers for granted - Electric Utilities... Keep the comments coming...