Customer Experience is All about Doing Things Right the First time

Navigating the dynamic landscape of the customer experience industry demands a constant pulse on evolving consumer expectations and technological advancements. In an era marked by digital disruption and shifting market dynamics, staying relevant is paramount for businesses striving to thrive amidst fierce competition. For veterans and newcomers alike, adapting to changes in customer experience paradigms is not merely a choice but a strategic imperative. In this article, we delve into the strategies and insights, exploring how they keep abreast of emerging trends, strike a balance between internal objectives and external demands, and foster a culture of excellence in problem-solving and leadership

Join Mr. Nikhil Godbole , Group Customer Service Head, at Jupiter , in conversation with Mr.?Marquis Fernandes , who spearheads the India Business at?Quantic India , as they highlight the importance of staying updated on industry trends, balancing internal goals with external expectations, prioritizing customer issue resolution, fostering a high-performing culture, and embracing innovation while delegating responsibilities effectively in leadership.

Mr. Nikhil Godbole serves as the Group Head of Customer Service at Jupiter.money , a prominent digital money management platform in India. With extensive experience spanning over 2 decades in customer relations and service management, Nikhil plays a pivotal role in ensuring exceptional customer experiences across all touch points. Prior to joining Jupiter.money , Nikhil held leadership positions in customer service departments of renowned Travel Tech Company Cleartip.com , where he demonstrated his knack for implementing strategies to enhance customer satisfaction and loyalty. His expertise in understanding customer needs and driving operational excellence has been instrumental in Jupiter money’s commitment to delivering top-notch service to its users.

How do you stay updated with industry trends and adapt to changes in the Customer experience domain?

I’ve been associated with the Service Industry for over 2 decades and one thing which has changed massively, is the expectation of Consumers from the brand. Especially, when a new brand enters the domain wherein things are already established, consumers look for more innovations which the brand can bring in and the customer experience which they can provide. With the onset of digitization across the banking world which resulted into the birth of many fintechs in the past decade, it is now even more challenging to keep ourselves relevant within the highly regulated platform of the Central Bank.?

Personally I prefer to stay updated by subscribing to Indian fintech publications and newsletters such as Your Story Fintech, Inc42 and BloombergQuint which provide valuable insights into local market dynamics, regulatory changes, and emerging trends specific to India’s fintech landscape.

Actively participating in industry-specific events and conferences like India Global Fintech Fest, Fintegrate Zone, and Fintech India Expo facilitates networking opportunities with industry leaders and exposure to cutting-edge innovations shaping the Indian fintech ecosystem.

One needs to be in constant touch with the technology vendors in order to understand who is doing what in the industry and inculcate a culture of best practice sharing with industry peers. It helps to be updated and insulates from being redundant as long as the learning and application continues.?

How do you strike a balance between achieving internal goals and meeting external expectations?

We are in the business of enabling our customers to manage their money efficiently and having said that, it is imperative that we also keep the lights running with a steady revenue ensuring that we can serve our customers for a longer period of time. As much as there is a constant need of delivering new features and products from the external customers, prioritizing the internal goals which are usually tied up with Build Vs Buy, Cost benefit analysis, No of issues, monetary vs nonmonetary impact needs to be well aligned across the functions to arrive at a scalable operations.?

There is a?huge Product & Engineering focus internally on getting the brilliant basics right and focus on a few?big bets every quarter and that helps to balance and achieve?internal goals and meet external expectations. We follow a democratic way of functioning internally which helps everyone to give their opinion on what to push, when to push to the external world, also keeping in mind the revenue goal which is a non-negotiable factor in our?business.?

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