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Industry guest lecture on Digital Customer journey

Event Date: 16th March 2024

 The guest lecture by Mr. Dhruv Bansal, E-Commerce 4P Lead at, on the topic of Digital Customer Journey was an enlightening and insightful event that provided attendees with a comprehensive understanding of the intricacies involved in navigating the digital landscape to enhance the customer experience.

Mr. Bansal commenced the lecture by setting the stage, elucidating the fundamental concept of the digital customer journey. He emphasized that in today's interconnected world, consumers engage with brands across multiple touchpoints, from initial awareness to post-purchase interactions. Mr. Bansal underscored the importance of recognizing and optimizing each of these touchpoints to create a seamless and engaging customer experience.

Throughout the lecture, Mr. Bansal delved into the various stages of the digital customer journey, providing detailed insights into the challenges and opportunities presented at each step. He explained that the journey begins with the discovery phase, where consumers become aware of a brand or product through various channels such as social media, search engines, or word-of-mouth. From there, consumers progress through the consideration and evaluation stages, where they weigh different options and gather information before making a purchase decision. Finally, Mr. Bansal discussed the post-purchase phase, highlighting the importance of nurturing customer relationships and fostering loyalty through ongoing engagement and support.

One of the key themes of the lecture was the critical role of personalization in enhancing the digital customer journey. Mr. Bansal emphasized that consumers expect tailored experiences that cater to their individual preferences and needs. He discussed the importance of leveraging data analytics and customer insights to deliver personalized content, recommendations, and communications across various digital touchpoints. Additionally, Mr. Bansal explored the significance of user-centric design principles in creating intuitive and seamless digital experiences that resonate with customers.

Furthermore, Mr. Bansal shared practical strategies and best practices for optimizing the digital customer journey. He discussed the importance of omni-channel marketing strategies that provide consistent and cohesive brand experiences across multiple channels and devices. Additionally, Mr. Bansal highlighted the role of emerging technologies such as artificial intelligence, machine learning, and augmented reality in driving innovation and enhancing the customer experience.

The lecture concluded with a vibrant Q&A session, where attendees had the opportunity to engage with Mr. Bansal and further explore key concepts and insights. Overall, the guest lecture by Mr. Dhruv Bansal proved to be a valuable and enriching event, providing attendees with actionable insights and strategies for navigating the complexities of the digital customer journey effectively. Attendees left the event feeling inspired and empowered to apply their newfound knowledge to drive meaningful engagement and loyalty in their respective organizations.

Mentor Name – Dr. Fatima Qasim Hasan, Mr. Mathew Thomas, Ms. Neha Singh

Department Name – School of Business

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