Customer Experience defines the engagement model for any business – not sure why this thought entered my mind, as I was at a Drive-in ATM. As I collected the cash and was seeking a receipt, the ATM had a feature offering to send the receipt by email. Very convenient and just in the nick of time – I clicked the email receipt request and was on my way.

A month later, I was at the Bank and the Personal Banker informed me that they had a card that worked nicely for Travel. They would add 75% to the reward points on such travel bookings made on the card and offer it as cash back. Nice touch here – the Bank had determined that I had used the Bank from different locations and decided that this feature would be of interest to me. The card was pre-approved and was a click away from my wallet.

Another pleasant experience – meeting my need in a relevant manner with a clear value attached to it.

This blog will bring small and large customer experience stories that suggest that we are only limited by our ability to dream up user stories of value. Using these stories as a backdrop, an interesting dialogue can be constructed around developing a persistent process for re-imagining customer experiences – we welcome you to join this dialogue.

Kannan Ramasamy

Kannan provides strategic direction, builds executive level relationship with Clients and mentors the CEO and senior management teams of Clayfin. Kannan is an investor and was the first CEO of Clayfin from its formation in 2009. He has been in senior business and operational roles with Fortune 500 companies. He was the founding CEO of GE Capital, India’s Consumer and Auto Finance Joint Ventures and later moved into other senior global sales and marketing positions with GE Capital USA. After his stint at GE, he took on entrepreneurial roles with early stage and mid-market businesses as President of Scandent Solutions, North America and President and CEO of Aegis Communications Group Inc. He has also contributed to many companies including Bank of America, American Express and Pond’s in management roles. He is a serial entrepreneur who enjoys building businesses with a clear edge in the markets they choose to serve. He has a B. Tech from IIT, Chennai and MBA from IIM, Calcutta. When he is not consumed by his business interests, Kannan likes working out, reading and enjoying his time with his family. He lives in Massachusetts, United States.

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