08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note

09.30 AM

Keynote

Theme : The Neuroscience of Effort – Why Customers Love it Easy

Ms. Ana Iorga, CEO & Chief Neuroscientist, Buyer Brain

10.30 AM

Individual Presentation

Theme : Customer Experience - Walking the Talk with Customers

Mr. Karthik Sathuragiri, Global Head – Marketing, Freshworks

Parallel Tracks

11:00 AM Onwards

  • Ms. Vanita Keswani, Chief Executive Officer, Madison Media Sigma (Moderator)
  • Ms. Vani Gupta Dandia, Marketing Director - Indian Snacks, Foods, PepsiCo India
  • Ms. Neelima Burra, Chief Marketing Officer; Business Head - Organised Retail & Olive Oil, Cargill
  • Ms. Neelu Singh, Chief Executive Officer, ezeego1.com
  • Ms. Charulata Ravi Kumar, CEO India, SapientNitro, Razorfish Ms. Ronita Mitra, Marketing Consultant
  • 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 Onwards

  • Mr. Johann Suhon, Edenred China, South East Asia & Global Rewards Managing Director Lunch and networking break
  • Mr. KT Prasad, Country Sales Director, India, Zendesk

01.00 PM Lunch & Networking Break

02.00 PM Onwards

  • Mr. Kiran Pai, Head - Digital Marketing, Cipla (Moderator)
  • Mr. Sameer Saxena, Director - Marketing, Legrand India Pvt. Ltd.
  • Mr. Manish Dureja, Managing Director, Jet Privilege Pvt. Ltd.
  • Mr. Arvind R P, Vice President Marketing, Marico Kaya Ltd.
  • Ms. Veetika Deoras, COO - Digital Vertical, Vice President - Brand Marketing and Corporate Communication, Tata Capital Ltd.
  • Mr. Kartik V Kothari, Global Head - Digital Marketing, Suzlon Group
  • Mr. Praveen Meloth, Head Digital Marketing, Shopcj.com
  • Mr. Arif Patel, Vice President Sales, Marketing, Distribution and Loyalty, Accor Hotels India
  • 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.
  • Mr. Gaurav S Vaidya, Senior Vice President - Digital & Analytics, Future Generali India Life Insurance Company Ltd. (Moderator)
  • Ms. Ujjyaini Mitra, Head Analytics, Viacom18 Media Pvt. Ltd.
  • Ms. Sudiptaa Paul Choudhury, Director and Head - CSAT & Loyalty Programs, Ericsson
  • Mr. Sanjeev Handa, Vice President & Head Marketing, Maruti Suzuki India Ltd.
  • Mr. Maneesh Mittal, Head - eCommerce & Big Data, Infiniti Retail Limited (Croma) - A Tata Enterprise
  • Mr. Saurabh Doshi, Head - Media Partnerships, Facebook India

04.30 PM Onwards

  • 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.
  • Mr. Ramakrishnan, Managing Director, Thulasi Pharmacies
  • Mr. Bijaei Jayaraj, Founder & CEO, Loylty Rewardz Mngt Pvt. Ltd. (Moderator)
  • Mr. Ashok MS, COO, Accentiv' India Ms. Vani Dixit, Vice President & Head Loyalty, Axis Bank Ltd.
  • Ms. Leena Basrur, Chairman & Managing Director, Direxions Marketing Solutions Pvt. Ltd.
  • Mr. Praphul Misra, Director, NetCarrots Loyalty Services
  • Mr. Sandeep Mittal, Managing Director, Cartesian Consulting
  • Ms. Uma Talreja, Chief Digital Officer, Raymonds Ltd.
  • Mr. Vinay Bhatia, CEO – Loyalty & Analytics, Future Group
07.00 PM

10th Customer Fest Awards

08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Overview of Day 1

09.30 AM

Keynote

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

Tea / Coffee & Networking Break

Parallel Tracks

11.00 AM Onwards

  • Mr. Manu Dogra, President, Netcarrots Loyalty Services (Moderator)
  • Mr. Prakash Dadlani, Vice President Capability - Customer Centricity, Customer Insight & Brand Development, Aditya Birla Group
  • Mr. Amitabh Tapadar, Brand Group & Consumer Insights Head - Consumer Products Segment‬, Bajaj Electricals Ltd.
  • Mr. Aashish Walia, Head - Marketing, India First Life Insurance Company Ltd.
  • Ms. Priyanka Bhargav, Associate Director & Head - Consumer Research & Insights /Corporate Communications, Myntra
  • 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 Onwards

  • Mr. Manish Dureja, Managing Director, Jet Privilege Pvt. Ltd.
  • Mr. Saurav Das – Head Retail Planning, Puma India
  • Mr. Nazif Tejani- Head Crm Marketing, House Of Anita Dongre Limited
  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.

01.00 PM Lunch & Networking Break

02.00 PM Onwards

  • Mr. Sudipta Ghosh, Partner, Data & Analytics Leader, Pwc India (Moderator)
  • Mr. Rajiv Kondal, Director - Digital Marketing & Customer Acquisition, Ibibo Group - Redbus Division
  • Mr. Rajendra Sharma, Additional General Manager, Head - Business Analytics, Bse Ltd.
  • Mr. V Ananthanarayanan, Vice President - Business Insights, HDFC Life
  • Mr. Anand Siva, Principal Consultant - Customer Relationship Practice, Gain Theory
  • 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
  • Mr. Sanjeev Mishra, Ceo, Convergytics
03.30 PM

Tea / coffee & networking break

04.00 PM

Individual Presentation

Theme : Engage Consumers With Wait Marketing

  • Ms. Diana Derval, Chair & Research Director, Derval Research
04.30 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.