Building sophisticated digital platforms that can map digital customer journeys

Saurabh Gupta, Associate Director Digital Asia-Pacific at Frost & Sullivan, delivered a workshop around “Building sophisticated digital platforms that can map digital customer journeys”.

In this increasingly complex digital world, organisations today, need to deliver experiences that supports customers across the entire customer journey. As much as the customers expect engaging and consistent digital experience at every touchpoint, they also need seamless delivery regardless of the fact that they are just browsing for information or use the channel only for non-purchase activities. This session covered the different phases of digital customer journey and the technology or platforms required to deliver these expectations including BI, CRM, Portal, WCM, Marketing and search automation. It also also looked at how, organisations can and should build optimised and new age digital platforms that can map as well as enable these journeys to drive sales and loyalty.

About Saurabh Gupta

Saurabh is an Associate Director with the Digital Transformation Practice at Frost & Sullivan, Asia Pacific and has over 12 years of consulting and analytics expertise, in digital roadmaps for government and large technology, healthcare and retail clients. He leads Customer Experience Strategy across B2B and B2C environments and identifies cutting-edge technologies, innovations as well as process and operational improvements to improve customer’s involvement across the purchase journey.

Saurabh leads discussions with C-level, to identify business levers, gaps and technology investments including ROI as well as long-term sustainability. His expertise lies in identifying and developing practical solutions that provide tangible results. His experience in technology implementation and understanding of various digital and data-intensive technologies, and infrastructure enables development of implementation levers and readiness plans, identification of implementation and post-implementation risks and most importantly enabling solutions and means to bridge the gaps.

Recent engagements in Thailand include: working on a Large Customer Experience engagement for a Retail Client in Thailand (ongoing), Data Center Modernisation/Digital Government roadmap for Government Agency, Market Entry Strategy in Thailand for a Japanese Conglomerate etc. Across the region, he’s worked with large Healthcare companies, Education conglomerate, and Korea/Japan based technology players in Customer Experience Strategy, Go-To-Market Strategy, Market Entry and Portfolio Rationalisation.

Saurabh holds a Master in Business Administration (Marketing and Technology) and is an Electronics Engineer. He’s trained by INSEAD and Harvard University on Digital Technologies and Leadership Engagement. He holds Project Management PMP Certification and is certified Lean Six Sigma. He’s recognised at Frost & Sullivan with President’s award, as one of top talents in the company.

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