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05 - 06 February 2019, Taj Lands End, Mumbai


400 +


125 +


350 +

Award Nominations

Ron Kaufman's Leadership Keynote

Leading the Service-Focused Culture : Creating Superior Service from the C-Suite

Speech Description

A superior service culture does not happen by accident but instead requires committed managers willing to walk their talk – and motivated staff inspired to deliver on-the-spot service daily. But beyond this, the driving force of a service-focused culture is a group of inspired leaders who are convinced of, and committed to, the long-term value of Uplifting Service...

Key Learning Points

  • Best practices for engaging everyone from the top down in a continuous cascade of positive actions for Uplifting Service culture.
  • Quantifying benefits of a service culture in terms of customer experience, competitive positioning, talent development and business results.
  • Choosing compelling language to create an engaging service vision.

400 +


125 +


350 +

Award Nominations

Ron Kaufman's Workshop

The Service Leadership Workshop
Build an Uplifting Service Culture for Sustainable Competitive Advantage

A senior level workshop with Ron Kaufman to align your team and commit for immediate action!

Key Learning Points

  • Discover the fundamental service principles to raise service levels and improve customer experience at every point of contact.
  • Take away proven strategies, best practices, guidelines and techniques to build and reinforce an Uplifting Service culture in 12 essential areas.

Who should attend

This highly interactive workshop enables your top management team to embrace a common service vision, review the culture building activities in your organization, identify opportunities for improvement and prioritize action plans. Put your top team through this workshop and learn how to build an Uplifting Service culture for sustainable competitive advantage.

Leveraging CX As A Strategy To Drive Business Shifts

Exceptional, Insight-Led Customer Experiences Which Deliver Results

Inspire Internal Customer-Orientated Cultures, Apply The Latest Tech & AI In Practice, Conquer Soaring Customer Expectations At Every Point Of The Omni-Channel Journey, Leverage Savvy Digital, Social & Data Strategies, Harness The Customer Voice & Prove ROI:

We are now in the age of the customer and your customers are calling the shots. Their experience matters and should be the basis for shaping your every organisational decision - from new product and service design, marketing interactions, branding and loyalty programs, process digitisation to organisational transformation. However, having a synchronised CX strategy is no easy feat.

Join us at India's largest CX gathering as we feature 60+ industry practitioners taking the stage to share their experiences. Spanning 2 days with a series of impactful discussion formats - 9 unique panels, 6 interactive roundtables, Keynote & Masterclasses. The 6th Customer Engagement Summit is the only event you will need to attend for inspiration on how you can maximise CX ROI and embed customer centricity as an integral part of your organisation!

Diamond Partner

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Platinum Partner

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  • 400 +


  • 125 +


  • 90 +

    Award Categories

  • 350 +

    Award Nominations


  • Mobile: Create mobile-first strategies
  • Personalisation: Deliver relevance and value
  • Analytics: Improve the ROI on your CX initiatives
  • Metrics: Identify the right indicators for success
  • Voice of Customer: Key strategies to listen actively
  • Transformation: Embrace lean and agile methodologies
  • Social: Source ideas to innovate
  • Omni-Channel: Maximize impact
  • Customer-Centricity: Create a customer-first culture
  • Customer Journey Mapping: How customers interact


To Know About Agenda | Speakers | Jury Members | Award Categories & Sponsors

Co-Located Events

Speakers - 2019


Ron Kaufman

Keynote Speaker &
Workshop Presenter

Charles Ehredt

CEO & Co-Founder
Currency Alliance

Dr. Anil V Pillai

Terragni Consulting Pvt. Ltd.

KT Prasad

Country Director, India


  • Day 1 | 05 February, 2018
  • Day 2 | 06 February, 2018

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OR contact below
08.00 AM - 09.15 AM

Registrations over breakfast/tea

09.15 AM – 09.20 AM
Welcome note by

Mr. Amresh Acharya, MD & CEO, Loylty Rewardz Mngt Pvt. Ltd.

09.20 am – 10.15 am
Keynote by Ron Kaufman

Theme: Leading The Service-Focused Culture: Creating Superior Service From The C-Suite

10.15 am – 10.30 am
Individual Presentation

Theme: CX - Establishing an Emotional Connection With Customers

  • Mr. Vinod Chandramouli, Global Presales Head, Freshworks
10.30 am – 11.00 am
Tea / coffee & networking break
11.00 am – 11.15 am
Individual Presentation

Theme: Don't Distract Your Customers

  • Mr. KT Prasad, Country Director, India, Zendesk
11.15 am - 12.15 am
Panel Discussion

Theme: Delivering The Human Touch In CX Transformation Using Behavioural Science: How Can Behavioural Economics Help You Create Elegant & Effective CX

  • Mr. KT Prasad, Country Director, India, Zendesk (Moderator)
  • Mr. Lingesh Babu, Head - Customer Service, Watches & Accessories Division, Titan Co. Ltd.
  • Mr. Kowshik Bhattacharjee, Head - Customer Experience, Apollo Hospitals Enterprise Ltd.
  • Mr. Narayan Devanathan, Group Executive & Strategy Officer, Dentsu Aegis Network | South Asia
  • Ms. Namita Mehta, Chief Customer Officer, Emaar India
  • Mr. Vivek Mendonsa, Director - Marketing, Lawrence & Mayo Group
  • Mr. Naveen Bachwani, Group Head – Customer Experience, Edelweiss Financial Services Ltd.
  • Ms. Kynu Kang, VP, Digital Strategy & Consumer Insights, HSBC
  • Mr. Navin Sahni, SVP - Operations, Max Bupa Health Insurance Company Ltd.
12.15 am - 01.30 pm
Panel Discussion

Theme: Personalising & Contextualisation Customer Interactions With Enhanced Segmented Customer Journeys

  • Mr. Prakash Dadlani, SVP - Customer Centricity, Aditya Birla Group (Moderator)
  • Ms. Kamini Shahani, Head – Key Distributor Management and Engagement, Aditya Birla Health Insurance Co. Ltd.
  • Mr. Vinod Chandramouli, Global Presales Head, Freshworks Inc.
  • Mr. Madhav Malhotra, SVP & Head - Customer Services-Assisted Care & Fiber to Home Customer Experience, Reliance Jio Infocomm Ltd.
  • Mr. CB Rajesh, Project Lead, QDegrees Services
  • Mr. Saurabh Maheshwari, Head Customer Experience, Insights & Service Quality, Axis Bank Ltd.
  • Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, LogMeIn
  • Mr. Rajendran Dandapani, Business Solutions Evangelist, Zoho Corporation
01.30 PM – 02.15 PM
Lunch & networking break
02.15 am – 02.45 pm
Individual Presentation

Theme: Demystifying AI For Customer Engagement

  • Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, Bold360 by LogMeIn
02.45 pm – 03.15 pm
Individual Presentation

Theme: Behaviour In The Age of The Customer

  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
03.15 pm – 04.15 pm
Panel Discussion

Theme: Create Innovative Solutions, Drive Efficiency & Achieve Competitive Advantage With Design Thinking

  • Mr. Krishnakumar Ramanathan, VP - Key Accounts, Vertical Markets & Chief Customer Officer, Siemens Ltd. (Moderator)
  • Mr. Alcide Coelho, Sr. Vice President - Quality Management & Innovations, Kalpataru Ltd.
  • Mr. Permendra Singh, Head - Consumer Products (SAARC), Mattel Toys (India) Pvt. Ltd.
  • Mr. Anand Dawson, Head – UX and Design,
  • Mr. Sameer Samudra, Director, Customer Support Excellence, Cummins India Ltd.
  • Mr. Ranjan Biswal, Director - Customer Service Operations, Sistema Shyam Teleservices Ltd. (MTS INDIA)
  • Mr. Rahul Malik, Country Manager - Customer Support (Personal Systems) & Customer Experience, HP
  • Mr. Manish Jain, Senior Director- Global Service Assurance Operations, India, GCS, BT
  • Ms. Rouble Kataria, VP - Innovations & Training, Haldiram Snacks Pvt. Ltd.
04.15 pm – 04.45 pm
Tea / coffee & networking break
04.45 pm – 06.15 pm
The Service Leadership Workshop - by Ron Kaufman

Theme: Build An Uplifting Service Culture For Sustainable Competitive Advantage

07.00 PM Onwards
6th Customer Experience Awards View Winners...
08.00 am - 09.15 am
Registrations over breakfast/tea
09.15 am - 09.30 am
Overview of Day 1 by
  • Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.
09:30 am – 10:15 am
Keynote by Charles Ehredt, CEO & Co-Founder, Currency Alliance

Theme: New Partnership Models For Loyalty Programs

10.15 am – 10.45 am
Tea / coffee & networking break
10.45 am - 11.45 am
Terragni Fireside Chat

Theme: CX - The Journey : A Leader's Perspective

  • Dipti Sapatnekar, Director - Value Delivery, Practice Head - Customer Insights, Terragni Consulting Pvt. Ltd. (Moderator)
  • Mr. Sudipto Ghosh, Executive Director, Lenovo India Pvt. Ltd.
  • Mr. Kayzad Hiramanek, EVP - Operations & Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Sameer Saxena, Board Member & Director - Strategy Marketing, Legrand (India) Pvt. Ltd.
  • Mr. Antony Cherukara, VP - Corporate Strategy & Director – LGM, Kirloskar Oil Engines Ltd.
11.45 am – 01.00 pm
Panel Discussion

Theme: CX Blue Print - Spread The Word: Operationalizing CX Across Your Business

  • Mr. Atul Sharma, COO, Shriram Life Insurance Co. Ltd. (Moderator)
  • Mr. Aneet Chaku, Head - Customer Service & ExCom Member - APMEA Region, Apollo Tyres Ltd.
  • Ms. Archna Gupta, Regional Patient Experience Head - South & West, Fortis Healthcare Ltd.
  • Mr. Ajay Nambiar, Head - Customer Care & Property Management, L & T Realty
  • Mr. Lav Kush, AVP, Karvy DigiKonnect Ltd.
  • Ms. Matilda Bhatia, Head - Customer Service, Reliance Securities Ltd.
  • Ms. Geeta Eral, Director - Customer Experience & Social Media Management,
  • Mr. Aashish Walia, Head Marketing, IndiaFirst Life Insurance Co. Ltd.
  • Mr. Anish Ahuja, Head - Customer Service, Whirlpool India Ltd.
  • Mr. Abhinav Jain, VP - Planning, MRM/ McCann
01.00 pm – 01.45 pm
Lunch & networking break
01.45 pm – 02.45 pm
Panel Discussion

Theme: Artificial Intelligence: Detecting Weak-But-Important Signals of Customer Behavior

  • Mr. Ravinder Pal Singh, Chief Information & Innovation Officer, TATA SIA Airlines Ltd. (Moderator)
  • Mr. Anish Agarwal, Director, Data & Analytics, Royal Bank of Scotland (RBS)
  • Ms. Shivangi Kamath, Head - Quality Management &Process Improvement- Process Excellence Group, Tata AIG General Insurance Co. Ltd.
02.45 pm – 03.45 pm
Panel Discussion

Theme: Bring the Age-Old Saying 'Happy Employees, Happy Customers' To Life! Ensure Your Organisation Is Truly Customer-Centric & Drive A Passion For Customer Experience Throughout

  • Mr. Ashish Sharma, SVP - Customer Service & Field Operations, Max Life Insurance Company Ltd. (Moderator)
  • Ms. Rekha Weerasooriya, GM - Customer Experience Management & People Development, Dialog Axiata PLC
  • Capt. Akhilesh Saxena, VP & Head - Global Service Delivery & Customer Operations, Tata Communications Ltd.
  • Mr. Yusuf Pachmariwala, SVP & Head - Operations, Tata AIA Life Insurance Company Ltd.
  • Ms. Debasmita Dhar, Head - Service Quality, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Sanjaya Senarath, VP - Marketing & Customer Experience, National Development Bank PLC
  • Mr. Kamlesh Vora, EVP - Customer Experience, Kotak Mahindra Bank
03.45 pm – 04.15 pm
Tea / coffee & networking break
04.15 pm – 05.30 pm
Panel Discussion

Theme: 'Keys' To Design And Implement A Journey That Leads To Long-Term Customer Loyalty & Enriching Customer Experience

  • Mr. Subramanyam Iyer, SVP & Head - Customer Experience, DBS Bank Ltd. (Moderator)
  • Mr. Udhav Halgeri, AVP - Insights and Consumer Strategy, Sony Pictures Networks India
  • Mr. Digamber Bahuguna, Head - Customer Service, A.O. Smith
  • Mr. Mahinda Herath, Group Chief Planning & Digital Officer, Sri Lanka Telecom PLC
  • Mr. Sanjay Shedge, Director - Technical Customer Service, APAC, Diversey India
  • Mr. Ranjit Ganguly, Group Head – Business Excellence, Tata Power Ltd.
  • Ms. Loveena Khatwani, SVP, Head - Client Experience, Edelweiss Financial Services Ltd.
  • Ms. Ronita Mitra, Founder & Chief Strategist, Brand Eagle Consulting
05:30 pm
Conference Adjourns

Jury Members

Manu Dogra


NetCarrots Loyalty Service

Deepali Naair

Director - Marketing, India & South Asia


Dr. Anil V Pillai


Terragni Consulting Pvt. Ltd.

Darshana Shah

Chief Marketing Officer

Aditya Birla Health Insurance

Yusuf Pachmariwala

SVP & Head - Operations

Tata AIA Life Insurance Co. Ltd.

Uma Talreja

Chief Marketing & Chief Customer Officer

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