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
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
Theme: Don't Distract Your Customers
- Mr. KT Prasad, Country Director, India, Zendesk
11.15 am - 12.15 am
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
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
Theme: Demystifying AI For Customer Engagement
- Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, Bold360 by LogMeIn
02.45 pm – 03.15 pm
Theme: Behaviour In The Age of The Customer
- Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
03.15 pm – 04.15 pm
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, Shine.com
- 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