ANA January 2020 Luncheon The Year of Customer Experience

Presented by Divya Visentini, Co-Founder and Managing Partner, Navstella Consulting

Presentation Summary: Customer experience is becoming an increasingly important decision factor in how customers and businesses decide where to buy their products and services. Walker recently released a study stating that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to their experience and interaction with the brand. If you cannot keep up with their increasing demands, your customers will leave you.

There are many emerging and enhanced technologies that will impact how we do business in 2020 and the decade that follows. From AI to personalization, chatbots to private messaging apps, 2020 is going to be a defining year in digital growth.

The presentation will focus on key digital marketing & technology trends for 2020 and how they will impact the way companies manage their Customer Experience.

Speaker Bio

Divya is Managing Partner at NavStella, a purpose-led consulting agency helping companies prepare for their future through digital enablement and operational excellence. Before starting NavStella, Divya Visentini was Managing Director at Accenture and served as North America Transformation and Innovation lead for the Oil and Gas vertical. She came to Accenture from Hearst. At Hearst, she started the digital agency GTM and delivery models that resulted in a tri-coastal agency market presence for Hearst including Amuse Digital in Houston.

A speaker, a change maker, guide, and mentor – Divya has always sought to create a balanced, happy, and productive work environment, and influences the people around her with positivity and passion.

Divya is a member of the board at SEARCH Homeless, a Houston-based organization working on ending homelessness in Houston. She is also a member of the advisory board for Southern Methodist University’s digital accelerator focussing on Big Data. Divya is also a member of SAWPN, the South Asian Women’s Professional Network group that engages modern professional women across various professions.

Divya holds a Bachelor’s Degree in Biochemistry (Bangalore University, India), an MBA in Corporate Finance & Strategy (Hull University, UK), and an MBA in Marketing (University of Houston). Go Coogs!

She is a mother to a 14-year-old boy and a Shih Tzu named Peanut. A cricket and soccer enthusiast, she is a die-hard supporter of Arsenal Football Club. A self-proclaimed “aspiring polymath”, she enjoys many things but for now, she is focused on reading, art, travel, and learning new languages. She is a keen advocate of Diversity & Inclusion initiatives and is active in helping drive education among refugees settling in our lovely city.