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05 - 06 February 2019, Taj Lands End, Mumbai


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.

Leading The Service-Focused Culture facilitates your senior leadership team in building the alignment needed to embrace a common service vision – and then take the actions required to make that vision a reality.

In this hands-on session, participants review the culture-building activities currently in use in the organization; identify opportunities for new service initiatives; learn best practices for becoming a service-focused culture and commit to taking action to align and strengthen the service focus.

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.
  • Communicating the vision effectively with all service providers.
  • Creating the alignment and service commitment to help cross functional teams communicate more effectively with each other and within their own departments.
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.
  • Align the culture building activities currently in use throughout your organization.
  • Identify opportunities for new culture building initiatives, upgrades and improvements.
  • Prioritize activities and develop practical action plans for best results.

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.

About Customer Engagement Summit

We have progressed to an age where it is literally all about the customer. The digitalization of everything has changed the customer experience management world and each organization now needs to assess how this will impact their processes, services and products. Gaining the in-depth knowledge about your customers is not something that happens overnight. It comes into fruition through insight from all customer touch points and channels across your entire organization. It's about knowing your customers inside and out so that you can create and deliver personalized experiences that will boost loyalty and advocacy towards your brand; differentiating you from the fierce competition.

The future of branding is experience. And, to be successful in the future of branding, marketers must become experience architects – devoted to expertly designing and delivering desired experiences in every moment of truth throughout the customer lifecycle. Brand experience is the last remaining competitive differentiator in an increasingly commoditized marketplace where products are often commoditized. As the importance of customer experience has exploded, everyone's role in the organization has transformed. We all face a new reality as we drive customer centricity and deliver value to the business.

Kamikaze B2B Media is proud to present the 5th Edition of Customer Engagement Summit which will be addressing the latest challenges and opportunities that you and your peers are facing. Do not miss your chance to be a part of India's leading event in Customer Experience. At Customer Engagement Summit, customer service and marketing leaders will share how they are building stronger relationships with customers that impact their overall business. Discover how to bring VOC to the decision makers of the organization to develop products, services and experiences that customers want and expect.

The theme of this year's edition is 'CX as the Driving Force Behind All We do'. The Summit, combines best practice sessions with "idea exchange" interactive sessions that are rich in discussions, debate and problem-solving with your peers. Join CX, customer value management, customer service and marketing leaders as they share how they are connecting the dots to build stronger relationships with customers that impact the bottom-line.

  • 350 +


  • 100 +


  • 90 +

    Award Categories

  • 300 +

    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 - 2018


Don Peppers

Best Selling Author, Blogger & Widely Acclaimed Keynote Speaker

Sallie Burnett

Customer Insight Group, Inc.


KT Prasad

Country Director, India


CB Rajesh

Project Lead
QDegrees Services Pvt. Ltd.


Dr. Anil V Pillai

Terragni Consulting Pvt. Ltd.

Uma Talreja

Chief Marketing & Chief Customer Officer
Shoppers Stop

Rajendran Dhandapani

Director - Engineering
Zoho Corp. Pvt. Ltd.

Deepali Naair

Chief Marketing & Digital Officer
IIFL Wealth Management Ltd.


  • Day 1 | 01 February, 2018
  • Day 2 | 02 February, 2018
  • 2019 Agenda Coming Soon...
8.00 AM - 9.15 AM

Registrations over breakfast/tea

9.15 AM – 9.20 AM
Welcome note

Welcome note & Lamp lighting ceremony

09.30 am – 10.00 am
Keynote by Don Peppers

Theme: Human to the Max: Maximizing Customer Loyalty in an Automated World

Most companies treat automation primarily as a cost-reduction tool. But while the cost and efficiency of providing human interactions are easier to measure than the benefits, engaging customers and connecting with them emotionally can be a truly powerful mechanism for improving customer loyalty and ensuring competitive success. In this keynote, Don Peppers will discuss:

  • What it means to deliver the kind of customer experience that turns customers into loyal advocates, and
  • How to measure the benefits
10.00 am – 10.15 am
Individual Presentation

Theme: Customer Experience - Walking the Talk with Customers

10.15 am – 10.35 am
Tea / coffee & networking break
10.35 am – 10.50 am
Individual Presentation

Theme: Connecting the Dots: How to Ace Omnichannel Customer Experience

10.50 am – 12.00 pm
Panel Discussion

Theme: CX Now, and Then - What does the Future Hold

  • What trends will emerge? Where is the growth in terms of consumer touch-points and are we in the midst of a post-digital revolution
  • What technological and strategic factors are likely to disrupt the stability and influence of the CCO
  • What's next for CX and what metrics will be used to measure business value and success
  • Existing methods and technologies will not be enough to remain competitive in the digital age of the customer. How will the discipline and CCO role adapt and evolve?
12.00 pm – 01.00 pm
Panel Discussion

Theme: Delivering an Optimum Customer Experience and Investing in your Staff for the Future

  • Building a deliverable CX strategy where the customer is getting a result of the employee engagement
  • Investing in the employee experience with agile strategy and getting staff involved in decisions
  • Identifying strategies to build models of leadership and governance
  • Making a significant footprint around how you deliver the customer experience
  • Setting realistic KPIs for customer service staff to measure their performance and engagement
  • Ensuring championship from management to live customer-centricity throughout the entire organization
01.00 PM – 01.45 PM
Lunch & networking break
01.45 pm – 02.45 pm
Panel Discussion

Theme: CX as the Driving Force Behind All We do

  • How can Artificial Intelligence contribute to great customer experience
  • Why culture is at the root of creating outstanding customer experience
  • How to learn to be a great customer experience expert
  • Why do we need to have 'empathy' to design winning customer journeys
  • How customer experience can shine your brand
  • How to create value with customer journeys
  • Mastering the digital strategy to transform customer experience
02.45 pm – 03.00 pm
Case Study

Theme: Ease Does It - Eliminating Customer Effort: A Case

3.00 PM – 4.10 PM
Panel Discussion

Theme: Engagement, Adaptability and Adoption: Measuring Success

How to measure success in CX is an increasingly discussed topic. How measures, what's really happening, can be threaded with metrics, the outcome of what you want to happen, and the overall business value for both the customer and company is difficult to effectively gauge. Especially in the rapidly changing digital customer world. How then do you prove the CX ROI?

  • Steps in creating a CX measurement framework.
  • How to measure customer happiness beyond NPS and extract data metric values.
  • Measuring insight from all channels: surveys, call centres, social etc. to gain a holistic view.
  • Revealing effective measurements to gauge the success of your CX program and initiatives.
  • How to demonstrate the value of your CX initiatives and the results to traditional business metrics for C-level support and investment
4.10 PM – 4.30 PM
Tea / coffee & networking break
04.30 pm – 06.15 pm
A Don Peppers Master Class

Theme: Swim with the Bots: Using Technology to Deliver Humanity in Your Customer Experience

Siri, Alexa, OK Google, Cortana, Watson. AI, IoT, blockchain, and everything-as-a service. Increasing technological capabilities and ubiquitous connectivity are rapidly supplanting human capabilities, and yet… Competitive success for a business depends entirely on developing loyal and engaged customers, and customers are human beings. Humans don't empathize with machines, they empathize with other humans. You can't hurt a machine’s feelings, but to succeed as a business you must be capable of feeling your customer's hurt. In this Master Class, Don Peppers will teach us how to:

  • Automate the customer experience to make it frictionless, while humanizing our relationship with the customer to improve trust, engagement, and loyalty;
  • Develop an emotionally compelling sense of purpose within our organization, so we can deal with disruption and enable innovation;
  • Use data and analytics not to supplant human judgment but to augment it, while accelerating the rate of machine learning, as well; and
  • Create a resilient, self-organizing business with little or no need of top-down direction, so we can compete in real time in the zero-latency world of the 21st Century.
7.00 PM Onwards
5th Customer Experience Awards
08:00 am - 09:15 am
Registrations over breakfast/tea
09:15 am - 09:30 am
Overview of day 1
09.30 am – 10.30 am

Theme: The Journey Matters More than the Destination

10:30 am - 11:00 am
Tea / coffee & networking break
11.00 am – 11.45 pm
The Workshop

Theme: "Are We Customer Centric? - The Unworkshop"

11.45 am – 12.10 pm
Individual Presentation

Theme: Customer Support is Everybody's Business

12.10 pm – 01.15 pm
Panel Discussion

Theme: The Emerging C-Suite in the Age of the Customer – How can each Role bring Equal Value to the Business

  • Customer centricity and the role of the C-Suite: How can the Chief Executive Officer, Chief Customer Officer, Chief Marketing Officer, Chief Information Officer and Chief Operating Officer bring equal value to the business
  • The role of the CCO in driving change and embedding customer centricity into its business foundations
  • The ultimate disruptor: Will the emerging Chief Customer Officer role be a game changer in C-Suite dynamics and operational excellence
  • How can the CCO be involved with the product development team to ensure a more holistic approach to achieving customer outcomes
01.15 pm – 02.00 pm
Lunch & networking break
02.00 pm – 02.15 pm
Individual Presentation

Theme: Driving Customer Engagement in Insurance using Conversational AI

02.15 pm – 03.15 pm
Panel Discussion

Theme: Technology - Addressing Future Challenges and the Impact Disruptive Technology on Customer Experience

  • What does today's interplay look like between loyalty, experience, analytics and insight and how can you make sure your data can drive changes in customer experiences
  • How do you ensure your team and company are structured to address these new challenges and opportunities
  • Overcoming learning curve and optimizing productivity: How to optimize the transition from legacy systems to proactive customer experience management tools
  • Customer centricity and the importance of using collaboration tools to ensure seamless delivery
  • User experience and CX design; What will customers pay for
  • What technology do you need to invest in today to service the customer of tomorrow
03.15 pm – 03.30 pm
Individual Presentation

Theme: Digital, Data & Design to Re-Imagine Consumer Experience for Domino's Brand

03.30 pm – 04.30 pm
Panel Discussion

Theme: Re-Defining "Customer Centricity" in the New Digital Paradigm

  • What is the new customer value
  • How does one define customer value
  • How do I understand and differentiate who is valuable to me and who isn't
  • What is the new customer value management philosophy
  • In the new digital paradigm, how do you evaluate customer behavior
  • How do I evaluate my customer’s online behavior and decipher what that means for my business
04.30pm – 05.45 pm
Panel Discussion

Theme: Keeping the Customer at the Heart of your Insight Strategy

  • Evaluating what your ultimate aim for your customer insight strategy is and why you should be aiming for a customer-centric focus through your data analytics
  • Gaining a competitive advantage within your industry by putting your customer at the heart of everything you do
  • Looking at your current business functions and how they relate to your insight strategy to assess how they can support your customer focused insight & analytics goals
  • Effectively transforming your customer journeys through your customer insights to ensure a complete and comprehensive digital customer experience
  • Improving the customer experience through a customer-centric approach to insights and analytics
  • Optimizing the data collection and analytics process focusing on customer interest
  • Outlining the outcomes and aims for the data and how they can support your operational strategies
05:45 pm
Conference Adjourns

Jury Members

Bijaei Jayaraj

Founder & CEO

Global Tech Consumer Product Company

Deepali Naair

Non Executive Board Member

IIFL Wealth Finance Ltd.

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

Shoppers Stop

Customer Experience Awards - 2019

Please select the category and fill the form below.

Industry Specific Categories

Organisational Categories

Crème - De - Le -Crème Categories

Awards Registration

**Once you submit the form you will get the detailed step-by-step procedure of the nomination process with cost of nomination via email. One of us would also get in touch with you soon on the same.

Partners 2018

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