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TCS 2019: CMO Study


Stage 4: Retention Using Analytics to Predict What Customers Need Next

Sunil Karkera
Global Head, TCS Interactive
James Wheless
Global Managing Partner, Consulting & Services Integration, Tata Consultancy Services
Lakshmi Ramesh
Head, Media Center of Excellence, Cognitive Business Operations, TCS
Lisa Fairbanks
TCS Product Management Leader Customer Experience Strategist and Customer Analytics Innovator

In this report based on the TCS CMO Study results, read what leaders do to retain existing customers and turn them into lifelong brand advocates.

This infographic provides highlights from the 2019 TCS CMO Study about how marketers are personalizing communications in the Retention stage of the customer journey.


Krishnan Ramanujam:The Digitally Personalized Brand Experience: Welcome to the TCS Chief Marketing Officer Study




Akhilesh Tiwari: Focus of our New CMO Study: Keeping The Customer Mesmerized Through Digitally Personalized Brand Experiences




Jim Wheless, Mark Conzone and Navin Mithel: Avoiding “Creepy” by Balancing the Risks and Rewards of Personalization




Prabhakar Karamsetty: Why Digital Marketers Should Be More Active in Customer Support





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