2022 Contributors of the Year: Nav Thethi

A profile of a Nav Thethi, senior manager, web and digital experience, at Hitachi Vantara — one of CMSWire’s top contributors of 2022.

Customer experience expert Nav Thethi says customer focus is the only constant for businesses, and they have to keep up with the ongoing digital transformation taking place. In his recent column “Struggling Through Your Digital Transformation? Prioritize Employees,” Nav emphasizes that employees make companies’ digital transformations succeed and bring about positive customer experiences. Nav reminds his readers that “Although rooted in technology, digital transformation thrives in a culture that supports it, in the hands of people who execute it, and in the mind of business leaders who envision it.” 

Central to digital transformation is understanding the company culture and communicating the vision for the transformation. With soaring customer expectations, the transformation is no longer just about how your website looks, but starts internally to render external results, Nav explains. The people who define the company culture have to be at the center of the transformation efforts, he says.

Nav brings an accomplished marketing acumen for large enterprises to engage with technology and business leaders by providing them with information to advance their adoption of specific products and solutions. You can read his most recent columns here. You can also watch his video Q&A with us above from earlier in the year.

This is part of our end-of-year series celebrating our top CMSWire Contributors of the Year for 2022. These are regular CMSWire Contributors whose articles this year greatly resonated with our community of professionals. These Contributors simply serve as great ambassadors of our brand in the world of marketing and customer experience.

When in Doubt, Zoom Out

What excites you most about the space you cover?

Customer focus is the only constant for any business that exists, and I feel great that my work has a direct connection with customer interactions with the business. My work lies somewhere between customer experience and digital transformation, where the world has been most focused for the last decade. In my workspace, creativity, orchestration and innovation make the passing grade, and that’s what excites me the most where continuous data-driven learning and strategic decision-making, deliver customer digital experience, while the tech stack is optimized to its best outcome.

Currently we are in a market where customer experience matters more than ever. Human psychology is complex. It’s not easy to predict the next action based on previous data as humans may behave differently in different situations or different times in similar situations. It involves making experiments, developing patterns, processing it through the human brain and artificial intelligence (AI), making a best guess, learning from it, and continual improvement. This is what excites me in the space I cover at work.

Related Article: Your CX Design Is Not Working. Are You Doing It Right?

What trend(s) do you think will emerge in 2023?

The customer experience economy will continue to grow as companies are investing a lot more to unify the digital experience across all channels to deliver consistent and seamless experiences with performance, automation orchestration and security. Ecommerce can go through very interesting transformations as data security and privacy matters keep getting tighter.

B2B ecommerce is also picking up lately. Over the last two years there’s been double-digit growth in this industry, according to eMarketer. Cookieless and contextualized experience design approaches have the capacity to redefine the personalized digital engagement.

The metaverse is something I’m not too much into, but there’s been lot of talk about it everywhere. I feel this will continue to evolve as I see it is relevant in multiple industries. And, I also believe, ESG and SDG, sustainability is being prioritized to save the planet.

Related Article: Put Your Things Together for an Awesome Customer Experience

What’s the best career advice you ever got?

Source link

We will be happy to hear your thoughts

Leave a reply

Enable registration in settings - general
Compare items
  • Total (0)
Shopping cart