08:30 am - 09:25 am
Registrations over breakfast/tea
09:25 am - 09:30 am
Welcome Note And Lamp Lighting Ceremony
09:30 am - 10:15 am
Keynote of the Day
Theme: Trend - Driven Innovation
- Ms. Acacia Leroy, Trend Strategist, TrendWatching Asia Pacific
10:15 am - 10:45 am
Tea / coffee & networking break
10:45 am - 12:00 pm
Theme: Connect Emotionally with Your Customers : Real Loyalty
- Mr. Alok Kumar, Chief Service Delivery Officer, Aircel Ltd. (Moderator)
- Ms. Sarbani Sengupta, VP - Customer Service, DHL Express India Pvt. Ltd.
- Ms. Kainaaz Chichgur, Head - Customer Service, L&T General Insurance Company Ltd.
- Ms. Rajalakshmi Vijay, Service Delivery Head, Flipkart
- Ms. Jessy Dsouza, VP - Contact Center and Alternate Channel, UTI MF
12:00 pm - 12:25 pm
Theme: Exceeding Customer Expectation through Service Innovation with Unforgettable Customer Experience
- Ms. Rekha Nair, Head - Airport Services, GVK- Mumbai International Airport
12:25 pm - 12:50 pm
Theme: Experiential Segmentation : A case study from the financial services industry on leveraging innovative customer segmentation approach to drive superior customer experience
- Mr. Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
1.00 PM – 1.45 PM
Lunch & networking break
01:45 pm - 02:45 pm
Theme: The Next Frontier : Developing a Digital Customer Experience Roadmap that Aligns your Company’s CEM Strategy with your Company’s Digital Strategy
- Mr. Brian Almeida, Founder Partner & Managing Director, Strategic Caravan International Pvt Ltd. (Moderator)
- Mr. Rajesh Narayan, Director - Customer Service, Maersk Line India Pvt. Ltd.
- Mr. Nisheed Sathyanathan, Head - Customer Service, Future Retail Ltd.
- Mr. Saurabh Singh, Sr. GM - Customer Service, ICICI Bank Ltd.
- Mr. Vikas Gujral, Executive Vice President & Head - Customer Service & Operations, Max Life Insurance Co. Ltd.
02:45 pm - 04:00 pm
Theme: What's The Secret To Happy Customers? CX Strategies to Create the Ultimate Experience
- Ms. Neeti Chaand Vadhera, VP - Customer Revenue & Retention, Tata Sky Ltd. (Moderator)
- Mr. Chandan Chhabra, Director Customer Experience, OLX India Pvt. Ltd.
- Mr. Rajesh Krishnan, VP & Head, Customer Relations, Regional Operations & Functional Training, TeamLease Services Ltd.
- Ms. Priya Kehair, VP & Head - Customer Service & Quality, Axis Bank Ltd.
- Ms. Loveena Khatwani, Chief - Client Experience Office, Edelweiss Capital
- Mr. Nandan Srivastava, Chief Customer Care Officer, Union Bank Of India
04:00 pm - 04:30 pm
Tea / coffee & networking break
04:30 pm - 05:45 pm
Theme: Creating the Ultimate Customer Experience through the Convergence of Loyalty and CRM
- Ms. Kamal Bajwa, Chief Customer Operations Officer, Tata Sky Ltd. (Moderator)
- Ms. Anika Agarwal, Head - Marketing, Max Bupa Health Insurance
- Mr. Amandeep Singh Munial, Director & Head - Global Service Delivery, India, ebay India Pvt. Ltd.
- Mr. Manish Dureja, Managing Director, Jet Privilege Pvt. Ltd.
- Mr. George Paul, Executive Director - Retail, Bharat Petroleum Corporation Ltd.
- Ms. Darshana Shah, CMO, Aditya Birla Health Insurance
- Mr. Shalabh Srivastava, Senior Director - Customer Experience, Flipkart.com