- Day 1 | 08 February, 2017
- Day 2 | 09 February, 2017
08:00 am - 09:15 am
Registrations over breakfast/tea
09:15 am - 09:30 am
Welcome Note And Lamp Lighting Ceremony
09:30 am - 10:30 am
Keynote of the Day
Theme: The Neuroscience of Effort – Why Customers Love it Easy
- Ms. Ana Iorga, CEO & Chief Neuroscientist, Buyer Brain
10:30 am - 11:00 am
Tea / coffee & networking break
11:00 am - 12:30 pm
Panel Discussion
Theme: Creating Competitive Differentiation: The Power of Customer Experience
- Mr. Alok Kumar, Chief Service Delivery Officer, Aircel Ltd. (Moderator)
- Ms. Jacqueline Mundkur, Group Head - Customer Service, The Future Group
- Mr. Vikas Gujral, Director & Chief Operating Officer, Max Bupa Health Insurance
- Mr. TG Sureshbabu, Director - Customer Support and Services, HP India Sales Pvt. Ltd.
- Mr. NRKS Chakravarthy, Vice President - Quality, Customer Insights and Analytics, Reliance JIO Infocomm Ltd.
- Mr. Chetan Sharma, Associate Director-Design Strategy, Robosoft Technologies Pvt. Ltd.
12:30 pm - 01:00 pm
Individual Presentation
Theme: Growing A Customer Centric Business - Embrace Multichannel Customer Service Approach To Get Ahead Of The Curve
- Mr. KT Prasad, Country Sales Director, India, Zendesk
1.00 pm – 02.00 pm
Lunch & networking break
02:00 pm - 02:30 pm
Individual Presentation
Theme: Use Of Effective Content Marketing To Generate ROI
- Mr. Arif Patel, Vice President Sales, Marketing, Distribution and Loyalty, Accor Hotels India
02:30 pm - 04:00 pm
Panel Discussion
Theme: Insights And Customer Centricity - Using Deep Insights To Understand Your Customers And Your Teams Behaviorally To Deliver Personalized Experiences
- Mr. N Ram, Principal Consultant - Strategy and Planning, Direxions Marketing Solutions Pvt. Ltd. (Moderator)
- Mr. Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
- Mr. Arijit Ray, Co-Founder & Managing Partner, Paperboat Brandworks
- Ms. Ayoshmita Biswas, Vice President & Head - Marketing, Corp Comm. & CSR, Fullerton India Credit Company Ltd.
- Mr. Yusuf Pachmariwala, Sr. Vice President & Head - Operations, TATA AIA Life Insurance Co. Ltd.
04:00 pm - 04:30 pm
Tea / coffee & networking break
04:30 pm - 06:00 pm
Panel Discussion
Theme: Taking Customer Experience To The Next Level: Reviving Customer Loyalty
- Mr. Ramesh Iyengar, CMD, Select Direct Marketing Communications Pvt. Ltd. (Moderator)
- Mr. Abhishake Mathur, Sr. Vice President - Investment Advisory & Customer Service, ICICI Securities Ltd.
- Mr. Hitesh N Sindhwani, Country Head - Customer Experience, Services & Delivery, Bajaj Allianz General Insurance Co. Ltd.
- Ms. Rajshree Bakshi, Global Vice President – Marketing, Taj Hotels Resorts and Palaces
- Mr. Rajib Sen, Vice President, Client Experience (Cards, Loans And Wealth Management), Citibank
- Mr. Ratan Kesh, Senior President and Country Head Service Delivery & Chief Customer Experience Officer, Yes Bank Ltd.
- Mr. Rishikar Krishna, Group Head, Marketing & Brand Solutions, Radio Mirchi
- Ms. Kamini Shahani, Head – Operations & Customer Service, Aditya Birla Health Insurance Co. Ltd.
7.00 PM Onwards
4th Customer Experience Awards
08:00 am - 09:15 am
Registrations over breakfast/tea
09:15 am - 09:30 am
Welcome Note
09:30 am - 10:30 am
Keynote of the Day
Theme: Reinventing The Customer Experience From The Inside-Out : How To Create A Truly Customer Centric Culture
- Mr. Chris L Brown, Ceo – Market Culture & Author 'The Customer Culture Imperative'
10:30 am - 11:00 am
Tea / coffee & networking break
11:00 am - 12:30 pm
Panel Discussion
Theme: Drive Employee Engagement, Loyalty and Retention by Implementing a Customer Centric Organizational Strategy
- Ms. Diana Bharucha, Head - CRM (Marketing), AllCargo Global Logistics Ltd. (Moderator)
- Mr. Ganesh Iyer, Sr. Vice President - Customer Value Management, Kotak Mahindra Old Mutual Life Insurance Ltd.
- Mr. Dilpreet Singh, Head - CRM and Business Analytics, Oberoi Hotels & Resorts
- Mr. Ashish Mathur, Director - Customer Experience, Flipkart Internet Pvt. Ltd.
- Ms. Sapna Desai, Head, Marketing and Communications, Cigna TTK Health Insurance Company Ltd.
12:30 pm – 01:00 pm
Individual Presentation
Theme: Why Experiential Segments
- Mr. Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
01:10 pm - 02:00 pm
Lunch And Networking Break
02:00 pm - 03:15 pm
Panel Discussion
Theme: Transforming the Customer Experience through Digital and Omni-Channel Innovation
- Mr. Abraham Alapatt, President & Group Head - Marketing, Service Quality, Financial Services & Innovation, Thomas Cook India Ltd. (Moderator)
- Mr. Rajesh Narayan, Director Customer Service, Maersk Line India Pvt. Ltd.
- Ms. Loveena Khatwani, Chief - Client Experience Officer, Edelweiss Capital
- Mr. Sudipto Ghosh, Executive Director – Services, Lenovo India Pvt. Ltd.
- Ms. Ramita Vikram, Head - Quality, Risk, Business Continuity And Customer Experience , VFS Global
- Mr. Sapan Chaturvedi, Vice President – Operations, Future Generali Life Insurance Co. Ltd.
- Mr. KT Prasad, Country Sales Director, India, Zendesk
03:30 pm - 04:00 pm
Tea / coffee & networking break
04:00 pm - 04:30 pm
Individual Presentation
Theme: engage consumers with wait marketing
- Ms. Diana Derval, Chair & Research Director, Derval Research
04:30 pm - 05:45 pm
Panel Discussion
Theme: Fostering Consistent And Meaningful Engagement With Customers To Build Loyalty
- Mr. Salil Vaidya, Director & Chief Marketing Officer, Dhfl Pram erica Asset Managers (Moderator)
- Mr. Abhishek Gupta, Senior Vice President & Head - Marketing, Edelweiss Group
- Ms. Donna Kher, Vice President, Direxions Marketing Solutions Pvt. Ltd.
- Mr. Vishal Dhale, Head - Sales Rewards & Recognition, Birla Sun Life Insurance Co. Ltd.
05:45 pm
Conference Adjourns