Customer Engagement Summit_2016

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  • Day 1 | 03 February, 2016
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
Panel Discussion

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
Individual Presentation

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
Individual Presentation

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
Panel Discussion

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
Panel Discussion

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
Panel Discussion

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
05:45 pm
Conference Adjourns

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