Vijay Anand
speaker
205 appearances
1 recordings
1 series
first heard Jul 2026
last heard 8 Jul
Vijay Anand’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.
Appearances
I mean, most of the times we reach out to uh telco operator.
Because my billing doesn't feel right, and you know, there's an opportunity to reduce that by 35, 40%.
And last but not the least is the lifetime value of the customer, right?
How do I continue engaging with the customer throughout his lifetime and reduce, let's say, churn by let's say 20%, right?
These are real metrics that we are seeing in the industry, and this is what I call as the visible CX.
Yeah.
You know, I I also want to add, right, so with the visible CX to your point is what the customer sees, right?
And and to me, there is also the invisible customer experience, which is the experience that they never see, right?
And it is so important for the lifetime value of the customer.
Because for a hundred years, right, the network has always served the customer.
But today, the network anticipates the customer.
And so what I mean by that is at scale, I can have these self-healing networks, software-defined networks that can flex you know 10x capacity instantly, right?
Think of a stadium experience.
Think of driverless cars, right?
I need to be able to deploy an agent without the customer noticing that I have rerouted the network at runtime around a failure.
And so to me, the point I'm making is
Earlier, great CX used to mean answer the call faster, but now it is about the call never having uh you know to happen.
So uh I would like to just conclude by saying when you talk about experience, it is the visible customer experience that wins the movement, but it is the invisible experience that wins the trust of the customer and hence the lifetime value of what you retain.
You know, that's that's such a uh you know, this is a question that actually
Uh you know, invigorates a lot of passion in me.
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