Customer Engagement Summit_2019

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  • Day 1 | 04 February, 2019
  • Day 2 | 05 February, 2019
08.00 AM - 09.15 AM

Registrations over breakfast/tea

09.15 AM – 09.20 AM
Welcome note by

Mr. Amresh Acharya, MD & CEO, Loylty Rewardz Mngt Pvt. Ltd.

09.20 am – 10.15 am
Keynote by Ron Kaufman

Theme: Leading The Service-Focused Culture: Creating Superior Service From The C-Suite

10.15 am – 10.30 am
Individual Presentation

Theme: CX - Establishing an Emotional Connection With Customers

  • Mr. Vinod Chandramouli, Global Presales Head, Freshworks
10.30 am – 11.00 am
Tea / coffee & networking break
11.00 am – 11.15 am
Individual Presentation

Theme: Don't Distract Your Customers

  • Mr. KT Prasad, Country Director, India, Zendesk
11.15 am - 12.15 am
Panel Discussion

Theme: Delivering The Human Touch In CX Transformation Using Behavioural Science: How Can Behavioural Economics Help You Create Elegant & Effective CX

  • Mr. KT Prasad, Country Director, India, Zendesk (Moderator)
  • Mr. Lingesh Babu, Head - Customer Service, Watches & Accessories Division, Titan Co. Ltd.
  • Mr. Kowshik Bhattacharjee, Head - Customer Experience, Apollo Hospitals Enterprise Ltd.
  • Mr. Narayan Devanathan, Group Executive & Strategy Officer, Dentsu Aegis Network | South Asia
  • Ms. Namita Mehta, Chief Customer Officer, Emaar India
  • Mr. Vivek Mendonsa, Director - Marketing, Lawrence & Mayo Group
  • Mr. Naveen Bachwani, Group Head – Customer Experience, Edelweiss Financial Services Ltd.
  • Ms. Kynu Kang, VP, Digital Strategy & Consumer Insights, HSBC
  • Mr. Navin Sahni, SVP - Operations, Max Bupa Health Insurance Company Ltd.
12.15 am - 01.30 pm
Panel Discussion

Theme: Personalising & Contextualisation Customer Interactions With Enhanced Segmented Customer Journeys

  • Mr. Prakash Dadlani, SVP - Customer Centricity, Aditya Birla Group (Moderator)
  • Ms. Kamini Shahani, Head – Key Distributor Management and Engagement, Aditya Birla Health Insurance Co. Ltd.
  • Mr. Vinod Chandramouli, Global Presales Head, Freshworks Inc.
  • Mr. Madhav Malhotra, SVP & Head - Customer Services-Assisted Care & Fiber to Home Customer Experience, Reliance Jio Infocomm Ltd.
  • Mr. CB Rajesh, Project Lead, QDegrees Services
  • Mr. Saurabh Maheshwari, Head Customer Experience, Insights & Service Quality, Axis Bank Ltd.
  • Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, LogMeIn
  • Mr. Rajendran Dandapani, Business Solutions Evangelist, Zoho Corporation
01.30 PM – 02.15 PM
Lunch & networking break
02.15 am – 02.45 pm
Individual Presentation

Theme: Demystifying AI For Customer Engagement

  • Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, Bold360 by LogMeIn
02.45 pm – 03.15 pm
Individual Presentation

Theme: Behaviour In The Age of The Customer

  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
03.15 pm – 04.15 pm
Panel Discussion

Theme: Create Innovative Solutions, Drive Efficiency & Achieve Competitive Advantage With Design Thinking

  • Mr. Krishnakumar Ramanathan, VP - Key Accounts, Vertical Markets & Chief Customer Officer, Siemens Ltd. (Moderator)
  • Mr. Alcide Coelho, Sr. Vice President - Quality Management & Innovations, Kalpataru Ltd.
  • Mr. Permendra Singh, Head - Consumer Products (SAARC), Mattel Toys (India) Pvt. Ltd.
  • Mr. Anand Dawson, Head – UX and Design,
  • Mr. Sameer Samudra, Director, Customer Support Excellence, Cummins India Ltd.
  • Mr. Ranjan Biswal, Director - Customer Service Operations, Sistema Shyam Teleservices Ltd. (MTS INDIA)
  • Mr. Rahul Malik, Country Manager - Customer Support (Personal Systems) & Customer Experience, HP
  • Mr. Manish Jain, Senior Director- Global Service Assurance Operations, India, GCS, BT
  • Ms. Rouble Kataria, VP - Innovations & Training, Haldiram Snacks Pvt. Ltd.
04.15 pm – 04.45 pm
Tea / coffee & networking break
04.45 pm – 06.15 pm
The Service Leadership Workshop - by Ron Kaufman

Theme: Build An Uplifting Service Culture For Sustainable Competitive Advantage

07.00 PM Onwards
6th Customer Experience Awards View Winners...
08.00 am - 09.15 am
Registrations over breakfast/tea
09.15 am - 09.30 am
Overview of Day 1 by
  • Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.
09:30 am – 10:15 am
Keynote by Charles Ehredt, CEO & Co-Founder, Currency Alliance

Theme: New Partnership Models For Loyalty Programs

10.15 am – 10.45 am
Tea / coffee & networking break
10.45 am - 11.45 am
Terragni Fireside Chat

Theme: CX - The Journey : A Leader's Perspective

  • Dipti Sapatnekar, Director - Value Delivery, Practice Head - Customer Insights, Terragni Consulting Pvt. Ltd. (Moderator)
  • Mr. Sudipto Ghosh, Executive Director, Lenovo India Pvt. Ltd.
  • Mr. Kayzad Hiramanek, EVP - Operations & Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Sameer Saxena, Board Member & Director - Strategy Marketing, Legrand (India) Pvt. Ltd.
  • Mr. Antony Cherukara, VP - Corporate Strategy & Director – LGM, Kirloskar Oil Engines Ltd.
11.45 am – 01.00 pm
Panel Discussion

Theme: CX Blue Print - Spread The Word: Operationalizing CX Across Your Business

  • Mr. Atul Sharma, COO, Shriram Life Insurance Co. Ltd. (Moderator)
  • Mr. Aneet Chaku, Head - Customer Service & ExCom Member - APMEA Region, Apollo Tyres Ltd.
  • Ms. Archna Gupta, Regional Patient Experience Head - South & West, Fortis Healthcare Ltd.
  • Mr. Ajay Nambiar, Head - Customer Care & Property Management, L & T Realty
  • Mr. Lav Kush, AVP, Karvy DigiKonnect Ltd.
  • Ms. Matilda Bhatia, Head - Customer Service, Reliance Securities Ltd.
  • Ms. Geeta Eral, Director - Customer Experience & Social Media Management,
  • Mr. Aashish Walia, Head Marketing, IndiaFirst Life Insurance Co. Ltd.
  • Mr. Anish Ahuja, Head - Customer Service, Whirlpool India Ltd.
  • Mr. Abhinav Jain, VP - Planning, MRM/ McCann
01.00 pm – 01.45 pm
Lunch & networking break
01.45 pm – 02.45 pm
Panel Discussion

Theme: Artificial Intelligence: Detecting Weak-But-Important Signals of Customer Behavior

  • Mr. Ravinder Pal Singh, Chief Information & Innovation Officer, TATA SIA Airlines Ltd. (Moderator)
  • Mr. Anish Agarwal, Director, Data & Analytics, Royal Bank of Scotland (RBS)
  • Ms. Shivangi Kamath, Head - Quality Management &Process Improvement- Process Excellence Group, Tata AIG General Insurance Co. Ltd.
02.45 pm – 03.45 pm
Panel Discussion

Theme: Bring the Age-Old Saying 'Happy Employees, Happy Customers' To Life! Ensure Your Organisation Is Truly Customer-Centric & Drive A Passion For Customer Experience Throughout

  • Mr. Ashish Sharma, SVP - Customer Service & Field Operations, Max Life Insurance Company Ltd. (Moderator)
  • Ms. Rekha Weerasooriya, GM - Customer Experience Management & People Development, Dialog Axiata PLC
  • Capt. Akhilesh Saxena, VP & Head - Global Service Delivery & Customer Operations, Tata Communications Ltd.
  • Mr. Yusuf Pachmariwala, SVP & Head - Operations, Tata AIA Life Insurance Company Ltd.
  • Ms. Debasmita Dhar, Head - Service Quality, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Sanjaya Senarath, VP - Marketing & Customer Experience, National Development Bank PLC
  • Mr. Kamlesh Vora, EVP - Customer Experience, Kotak Mahindra Bank
03.45 pm – 04.15 pm
Tea / coffee & networking break
04.15 pm – 05.30 pm
Panel Discussion

Theme: 'Keys' To Design And Implement A Journey That Leads To Long-Term Customer Loyalty & Enriching Customer Experience

  • Mr. Subramanyam Iyer, SVP & Head - Customer Experience, DBS Bank Ltd. (Moderator)
  • Mr. Udhav Halgeri, AVP - Insights and Consumer Strategy, Sony Pictures Networks India
  • Mr. Digamber Bahuguna, Head - Customer Service, A.O. Smith
  • Mr. Mahinda Herath, Group Chief Planning & Digital Officer, Sri Lanka Telecom PLC
  • Mr. Sanjay Shedge, Director - Technical Customer Service, APAC, Diversey India
  • Mr. Ranjit Ganguly, Group Head – Business Excellence, Tata Power Ltd.
  • Ms. Loveena Khatwani, SVP, Head - Client Experience, Edelweiss Financial Services Ltd.
  • Ms. Ronita Mitra, Founder & Chief Strategist, Brand Eagle Consulting
05:30 pm
Conference Adjourns


To Know About Agenda | Speakers | Jury Members | Award Categories & Sponsors