Customer Engagement Summit_2018

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  • Day 1 | 01 February, 2018
  • Day 2 | 02 February, 2018
08:00 am - 09:15 am

Registrations over breakfast/tea

09:15 am - 09:30 am
Welcome Note by

Mr. M. N. Srinivasu, Director, Loylty Rewardz Mngt. Pvt. Ltd.

09:30 am - 10:00 am
Keynote of the Day

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

  • Mr. Don Peppers
10.00 am – 10.15 am
Individual Presentation

Theme: Customer Experience - Walking the Talk with Customers

  • Mr. Karthik Sathuragiri, Global Head – Marketing, Freshworks
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

  • Mr. KT Prasad, Country Director, Zendesk
10.50 am – 12.00 am
Panel Discussion

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

  • Mr. KT Prasad, Country Director, Zendesk (Moderator)
  • Mr. Kayzad Hiramanek, Exec. Vice President - Operations & Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Kamal Hingorani, Sr. Vice President & Head - Inflight Services & Customer Experience, SpiceJet Ltd.
  • Mr. Vikram Vyas, Head - Service & Sales Delivery Alternate Channels, DCB Bank Ltd.
  • Mr. Dinesh Bhasin, Vice President (Customer Care), Domestic & International Business, Tata Motors Ltd.
  • Mr. Sachidanand Kamat, Director - Employee & Customer Engagement, Enrich Hair & Skin Solutions Pvt. Ltd.
12.00 pm – 01.00 pm
Panel Discussion

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

  • Mr. Saurabh Kulshreshtha, Head - Customer Support, TATA Autocomp GY Batteries Ltd. (Moderator)
  • Ms. Surekha Desai, Sr. Vice President - Customer Service, Vodafone India
  • Mr. CB Rajesh, Project Lead, QDegrees Services Pvt. Ltd.
  • Mr. Vijay Chand, Head - Strategic Marketing, South Asia, Thomson Reuters
  • Mr. Ajay Vyshampayan, Head – Customer Acquisition & Engagement, ISHANYA
  • Ms. Rekha Nair, Head - Airport Services and Experience Curator, GVK, Mumbai International Airport
  • Mr. Mohit Bhayana, Head - Retail & Customer Service, Marks & Spencer India
  • Mr. Karthik Sathuragiri, Global Head - Marketing, Freshworks
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

  • Mr. Rahul Shandilya, Sr. Vice President & CIO - Customer Experience & Product Development, Mahindra & Mahindra Ltd. (Moderator)
  • Mr. Ashish Rao, Exec. Vice President & Head - Customer Service, ICICI Prudential Life Insurance Co. Ltd.
  • Mr. Shailendra Singh, Head - eCommerce, Unilever Ltd.
  • Ms. Him Shobha Luthra, Customer Experience Head, Bajaj Finserv
  • Ms. Uma Talreja, Chief Digital Officer, Raymond Ltd.
  • Mr. Rajendran Dhandapani, Director of Engineering, Zoho Corp. Pvt. Ltd.
02.45 pm – 03.10 pm
Case Study

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

  • Dr. Anil Pillai, Director, Terragni Consulting Pvt. Ltd.
  • Mr. Praveen Bhatt, Head - Digital Banking & Customer Experience, Axis Bank
03.10 pm – 04.10 pm
Panel Discussion

Theme: Engagement, Adaptability and Adoption: Measuring Success

  • Mr. Amit Sethi, Regional CIO MENAT & India, Global Digital Customer Experience Leader, Baker Hughes, a GE company (Moderator)
  • Mr. Dharmarajan K, Head - CX, Tata Unistore Ltd. (Tata CLiQ)
  • Ms. Minaxi Indra, APAC Head - Customer Strategy & Management, Uber for Business, Uber
  • Ms. Deepali Naair, Chief Marketing & Digital Officer, IIFL Wealth Management Ltd.
  • Mr. Ritesh Saxena, Head - Customer Engagement & New Business Operations, Aegon Life Insurance Co. Ltd.
  • Mr. Sandeep Walunj, Chief Marketing Officer, Reliance Nippon Life Asset Co. Ltd.
04.10pm – 04.30 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

  • Mr. Don Peppers
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
Keynote by

Theme: The Journey Matters More than the Destination

  • Ms. Sallie Burnett, President, Customer Insight Group, Inc.
10:30 am - 11:00 am
Tea / coffee & networking break
11.00 am – 11.45 pm
The Workshop by

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

  • Ms. Harsh Kapur Pillai, Director, Terragni Consulting Pvt. Ltd.
  • Ms. Dipti Sapatnekar, Director - Value Delivery & Practice Head - Customer Insights, Terragni Consulting Pvt. Ltd.
11.45 am – 12.10 pm
Individual Presentation

Theme: Customer Support is Everybody's Business

  • Mr. Sathyanarain Muralidharan, Field Marketing Manager, Freshworks
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

  • Mr. Harshit Desai, Director - Customer & User Experience, KPMG India (Moderator)
  • Ms. Vinita Bhasin, Director - Service Excellence & Customer Operations, Max Healthcare
  • Mr. Rohit Gupte, Sr. Director - Commercial, Maersk Global Service Centers India Pvt. Ltd.
  • Mr. Vikas Mehta, Chief Executive Officer, PointNine Lintas at MullenLowe Lintas Group
  • Mr. Sathish Krishnan, Director – CX Operations, Flipkart
  • Mr. Jayant Jain, Vice President - Marketing & Consumer Services, Head Shopper Insights, Reliance Retail Ltd.
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

  • Mr. Mohit Rochlani, Director of Operations & IT, India First Life Insurance Co. Ltd.
02.15 pm – 03.15 pm
Panel Discussion

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

  • Ms. Loveena Khatwani, Chief Client Experience Officer, Edelweiss Capital (Moderator)
  • Mr. Arun Pawar, Head - Quality and Operational Excellence, ABB Global Industries & Services Pvt. Ltd.
  • Mr. Ramneek Jain, Head - Customer Experience & Innovation, Saint-Gobain India Pvt. Ltd.
  • Mr. Sameer Jain, Director - Digital Strategy & Customer Engagement, ShopClues.com
03.15 pm – 03.30 pm
Individual Presentation

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

  • Mr. Subroto Gupta, Sr. Vice President & Head – Innovation & Business Excellence, Jubilant FoodWorks Ltd.
03.30 pm – 04.30 pm
Panel Discussion

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

  • Ms. Sallie Burnett, President, Customer Insights Group, Inc (moderator)
  • Mr. Subroto Gupta, Sr. Vice President & Head – Innovation & Business Excellence, Jubilant FoodWorks Ltd.
  • Mr. Akhil Parasar, Sr. Director & Global Head – Quality, Business Excellence, Research, Reporting & Analytics, Metlife Global Shared Services
  • Mr. Tushar Dani, Sr. Vice President – Marketing (Digital & Consumer Technology), LODHA Group
04.30pm – 05.45 pm
Panel Discussion

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

  • Mr. Manu Dogra, President, NetCarrots Loyalty Services (Moderator)
  • Mr. Avinash Parhi, Sr. Director – Marketing, ShopClues
  • Mr. Utkarsh Somaiya, Head Customer Analytics & BI, Aditya Birla Group
  • Ms. Priya Rege Jaggi, Category Director, Cipla Health Ltd.
  • Mr. Aseem Chhiber, Sr. Vice President - Insights & Consumer Strategy, Sony Pictures Networks India Pvt. Ltd.
  • Mr. Hari Shankar Mishra, Asst. Vice President - Customer Service, Future Generali India Insurance Co. Ltd.
05:45 pm
Conference Adjourns

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