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Rethinking your Customer-Centric Strategy



“There is a limit to value-added generosity;
there is no limit to value-unique ingenuity” - Chip Bell


While rethinking the customer strategy, we came across a very unique thought process on service. There are two sides to service: the outcome and the experience. Outcomes are quantitative while the experience side is qualitative. 


To make the experience side distinctively memorable and likely to create a compelling story, it takes innovative people, aided by great technology, with a laser focus on the customer and their unique aspirations. Innovative people typically come from cultures led by leaders who are effective at inspiring, encouraging, coaching, mentoring, supporting, etc. Customer-centric strategies must include support of the cultural side of the enterprise, not just its tools.


This free-wheeling discussion with Dr. Bell is all about that experience. The author of the best-selling book, Inside your Customer's Imagination takes us on his journey of creating a profound customer experience while highlighting how customer-centric strategies must include support of the culture side of the enterprise and not just its tools.



This discussion shines the spotlight on:


  • The impact of digital transformation on businesses
  • The effects of Personalization
  • The conversation around Artificial Intelligence
  • The idea behind his best-selling book 
Chip Bell

Dr. Chip R. Bell

Senior Partner at the Chip Bell Group | Keynote Speaker | Best-selling Author

Chip has served as keynote speaker, consultant, and trainer on innovative service to such major organizations as GE, Microsoft, Nationwide, Marriott, Lockheed-Martin, Cadillac, etc. He has been ranked in the top 10 best speakers in the world on customer service by Global Gurus for the seventh year in a row.


The author of 24 books, Chip's newest book, "Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions,” was released in the fall of 2020. He has appeared live on CNBC, CNN, Fox Business Network, Bloomberg TV, NPR, ABC, and his work has been featured in Fortune, Businessweek, Forbes & more eminent publications. You can know more about him at chipbell.com/

Teja Edara

Teja Edara

Senior Manager (US/EU), Customer Success, Jio Haptik

Teja is an experienced customer success manager with a focus on net retention and driving growth. He has also been a successful founder in the past building products/platforms in conversational AI, digital marketplaces, and e-commerce. Currently, Teja is a Sr Customer Success manager with Haptik and manages Haptik’s customers in the North America and EU regions