08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note

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

09.30 AM

Keynote

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

Mr. Don Peppers

10.00 AM

Individual Presentation

Theme : Customer Experience - Walking the Talk with Customers

Mr. Karthik Sathuragiri, Global Head – Marketing, Freshworks

10.15 AM

Tea / Coffee & Networking Break

Parallel Tracks

10.35 AM Onwards

  • Mr. M. N. Srinivasu, Director, Loylty Rewardz Mngt. Pvt. Ltd. (Moderator)
  • Mr. Vishy Viswanand, Senior Director & COO, Max Life Insurance Co. Ltd.
  • Mr. Tushar Rele, Head - Loyalty, Bajaj Finserv Lending
  • Ms. Vani Garg Dixit, Vice President & Head Loyalty, Axis Bank Ltd.
  • Mr. Sandeep Verma, President - Sales & Marketing, Bajaj Corp Ltd.
  • Mr. Sameer Saxena, Member of Board & Director - Strategy Marketing, Legrand (India)
  • Mr. Manish Chanana, Head - Client Servicing, Accentiv India Pvt. Ltd.
  • Mr. KT Prasad, Country Director, India, Zendesk
  • 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 Onwards

  • Dr. Karthik Anantharaman, Head of Business (Metabolics), Biocon Ltd. (Moderator)
  • Mr. Amit Madhan, Chief Operating Officer - IT & Shared Services, Thomas Cook India Ltd.
  • Mr. Raja Sanyal, Head – Marketing, Private Clients, Barclays Securities (India) Pvt. Ltd.
  • Mr. Yusuf Pachmariwala, Sr. VP & Head - Operations, Tata AIA Life Insurance Co. Ltd.
  • Ms. Madhu Joshi, Director – Marketing India, Accor Hotels
  • Mr. K. P. Sharma, Vice President - Customer Satisfaction & Quality, Schneider Electric India Pvt. Ltd.
  • 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 Lunch & Networking Break

01.45 PM Onwards

  • Mr. Dheeraj Sinha, Chief Strategy Officer, Leo Burnett, South Asia (Moderator)
  • Mr. Anuj Awasthi, Head - Trade Marketing & Shopper Insight, Godrej Consumer Products Ltd.
  • Mr. Subhrojyoti Mukherjee, Head - Campaigns, Loyalty Marketing & Promotions, Reliance Jio Infocomm Ltd.
  • Mr. Sunil Raina, Chief Marketing Officer, Lava International Ltd.
  • Mr. Uday Varma, Commercial & Marketing Director, Trent Hypermarket Pvt. Ltd.
  • Mr. Hardik Shah, Shopper Insights Lead – India & MEA, Mondelez India Foods Pvt. Ltd.
  • 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.
  • Dr. Anil Pillai, Director, Terragni Consulting Pvt. Ltd.
  • Mr. Praveen Bhatt, Head - Digital Banking & Customer Experience, Axis Bank
  • Mr. Pankaj Sharma, Co- Founder, Elements
  • 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.
04.00 PM

Tea/Coffee & Networking Break

04.30 PM

A Don Peppers Master Class

Theme: Swim with the Bots: Using Technology to Deliver Humanity in Your Customer Experience

Mr. Don Peppers

07.00 PM

11th Customer Fest Awards

08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Overview of Day 1

09.30 AM

Keynote

Theme : The Journey Matters More than the Destination

Ms. Sallie Burnett, President, Customer Insight Group, Inc.

10.30 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.00 AM Onwards

  • Mr. Ganesh Neelam, Executive Director, Tata Trusts
  • Ms. Harsh Kapur Pillai, Director, Terragni Consulting Pvt. Ltd.
  • Ms. Dipti Sapatnekar, Director - Value Delivery & Practice Head - Customer Insights, Terragni Consulting Pvt. Ltd.
  • Mr. Jitendranath Patri, CMO & Loyalty Head - CENTRAL, A division of Future Lifestyle Fashions Ltd. (Moderator)
  • Mr. Manu Dogra, President, NetCarrots Loyalty Services
  • Mr. Sujan Roy, Head - Passenger Vehicles International Business, Tata Motors Ltd.
  • Mr. Prabhakar Dhage, Deputy Director - Marketing, Sanofi India
  • Ms. Stuti Shukla, Chief Marketing Officer, GE Healthcare
  • Ms. Rajshree Bakshi, Global Vice President - Marketing, Taj Hotels Resorts and Palaces
  • Mr. Manish Advani, Head - Marketing & Public Relations, Mahindra Special Services Group
  • Mr. Sathyanarain Muralidharan, Field Marketing Manager, Freshworks
  • Mr. Brian Almeida, Managing Director & Partner, Strategic Caravan International Pvt. Ltd.
  • Ms. Mala Raj, Director, Strategic Caravan International Pvt. Ltd.
  • 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.

01.10 PM Lunch & Networking Break

02.00 PM Onwards

  • Mr. Manish Dureja, Managing Director, Jet Privilege Pvt. Ltd. (Moderator)
  • Mr. Amit Sinha Roy, Vice President - Strategy & Marketing, Tata Communications Ltd.
  • Mr. Sumit Puri, Customer Care Associate & Head - Loyalty and Analytics, Shoppers Stop Ltd.
  • Mr. Abhay Johorey, Head - Payments & Digital Initiatives, IDFC Bank Ltd.
  • Mr. Arvind R P, Vice President – Marketing, Marico Kaya Ltd.
  • Mr. Mohit Rochlani, Director of Operations & IT, India First Life Insurance Co. Ltd.
  • 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

03.00 PM Onwards

  • Mr. Sudipta Ghosh, Partner, Data & Analytics Leader, PwC India (Moderator)
  • Mr. Utsav Rawat, Head - Marketing, Novartis Healthcare Pvt. Ltd.
  • Mr. Sai Giridhar, Sr. President & Head - Consumer Retail Lending, Yes Bank Ltd.
  • Mr. Avinash Menon, Additional Director, Karvy DigiKonnect Ltd.
  • Mr. Subroto Gupta, Sr. Vice President & Head – Innovation & Business Excellence, Jubilant FoodWorks Ltd.
  • 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
04.30 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.