With the changing customer expectations and limitations of product differentiation owing to technology standardisation, the growth of Indian economy, today, is being driven by services.
Effective customer experience management is critical in light of the rapid pace at which technology is permeating company-customer interactions, leading to technology service convergence. Companies today are re-orienting themselves to create a differentiation in terms of customer experiences through service orientation.
There is a need to review the agenda for business leaders and hence for business schools. IMT Ghaziabad as an institution is embarking on a journey to integrate service orientation in its curriculum and pedagogy.
As an institution, we intend to bring in the best practices in the area of services, and we feel privileged that the ‘Guru’ of services marketing, Prof. A Parasuraman (“Parsu”) has agreed to guide and mentor us in this agenda for change.
Prof Parasuraman will lead this interactive workshop with select industry partners to share global best practices and success stories.
Entry to the event is by invitation only.
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