08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note

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

09.20 AM

Leadership Keynote

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

Mr. Ron Kaufman, Keynote Speaker & Workshop Presenter

10.15 AM

Individual Presentation

Theme : CX - Establishing an Emotional Connection with Customers

Mr. Vinod Chandramouli, Global Presales Head, Freshworks

10.30 AM

Tea / Coffee & Networking Break

Parallel Breakaway Tracks

11.00 AM Onwards

  • Mr. Manu Dogra, President, NetCarrots Loyalty Services (Moderator)
  • Ms. Archana Kalegaonkar, Head – Marketing, Roche Diabetes Care
  • Mr. Girish J Kalra, SVP - Marketing & Corporate Communication, ICICI Lombard General Insurance Co. Ltd.
  • Mr. Ankit Agarwal, Director – Marketing, Accel Partners
  • Mr. Achint Setia, VP & Head - Marketing Strategy, Research & Digital Marketing, Myntra Designs Pvt. Ltd.
  • Mr. Joy Chakraborty, COO, P D Hinduja Hospital
  • Mr. Saikat Sarkar, Chief – Small Format, Future Consumer Ltd.
  • Ms. Ayoshmita Biswas, Group Head - Marketing & Corp Comm, Piramal Capital & Housing Finance Ltd.
  • Mr. KT Prasad, Country Director, India, Zendesk
  • 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.

12.00 PM Onwards

  • Mr. Amresh Acharya, MD & CEO, Loylty Rewardz Mngt Pvt. Ltd. (Moderator)
  • Ms. Vani Garg Dixit, VP - Head Loyalty, Axis Bank Ltd.
  • Mr. Soumonath Chatterjee, Director - Loyalty, Customer Experience & Distribution, India & South Asia, Accor Hotels
  • Mr. Manish Chanana, Country Head - Client Servicing, Accentiv India Pvt. Ltd.
  • 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

01.15 PM Lunch & Networking Break

02.00 PM Onwards

  • Mr. Shekhar Sharma, VP - Digital Media, GroupM (Moderator)
  • Ms. Sunanda Vats, Former Director, Customer Insights, Fidelity Investments Inc.
  • Ms. Shilpa Desai, GM & Head - Marketing, Cross Sell & Corporate Social Responsibility, Fullerton India Credit Co. Ltd.
  • Ms. Namrita Mahindro, Sr. GM - Digital Transformation, Mahindra & Mahindra Ltd.
  • Mr. Imran Ahmad, Director - E-Commerce & Loyalty, The Lemon Tree Hotel Company
  • Mr. Nitin Bhandari, Head – Digital Business & Digital Partnership APAC, Western Union
  • Mr. Varun Mohan, Head – Digital Revenue, Republic TV
  • Mr. Dhaval Pandya, Head IT - CIO / CDO, JSW Paints Pvt. Ltd.
  • Mr. Vikas Malhotra, Business Unit Head – Customer Engagement & Support, Bold360 by LogMeIn
  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.

03.15 PM Onwards

  • Mr. Piyush Khandelwal, COO, Loylogic Technologies Ltd.
  • Mr. Vikas Chandak, Head - Strategic Business & Alliances, Jet Privilege Pvt. Ltd.
  • Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.
  • 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

Tea/Coffee & Networking Break

04.45 PM

The Service Leadership Workshop

Theme: Build An Uplifting Service Culture For Sustainable Competitive Advantage

Mr. Ron Kaufman, Keynote Speaker & Workshop Presenter

07.00 PM

12th Customer Fest Awards

08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Overview of Day 1

Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.

09.30 AM

Keynote

Theme : New Partnership Models For Loyalty Programs

Mr. Charles Ehredt, CEO & Co-Founder, Currency Alliance

10.15 AM

Tea / Coffee & Networking Break

Parallel Breakaway Tracks

10.45 AM Onwards

  • Ms. Vanita Keswani, Chief Executive Officer, Madison Media (Moderator)
  • Mr. Vipul Oberoi, CMO, India Infoline Finance Ltd.
  • Ms. Ishita Mukherjee, COO, Bharti AXA Life Insurance CO. Ltd.
  • Mr. Varun Rajwade, GM - Loyalty & Analytics, Aditya Birla Fashion & Retail Ltd.
  • Mr. Nazif Tejani, Head – CRM, Bestseller India
  • Ms. Mala Raj, Director, Strategic Caravan International Pvt. Ltd.
  • Ms. Lavanya Nalli, Vice Chairperson, Nalli Group
  • Ms. 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 Onwards

  • Mr. Abhishek Jain, Business Head – Digital Gifting Solutions, Accentiv’ India Pvt. Ltd.
  • 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, MakeMyTrip.com
  • 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
  • Mr. Sanjeev Mittal, Global Head – Data Analytics & Chief Program Officer – Digital Business, Tech Mahindra Ltd. (Moderator)
  • Mr. Sanjay Tiwary, Country Head, Toluna
  • Mr. Sumit Puri, Chief Information Officer, Max Healthcare Ltd.
  • Mr. Nitin Jain, Head - Global Reporting Hub Analytics, Mondelez India Foods Pvt. Ltd.
  • Mr. Anand Bhatia, EVP - Marketing, Analytics & BI, Fino Payments Bank Ltd.
  • Mr. Saurabh Awasthi, Head - Analytics, Cigna TTK Health Insurance Co. Ltd.
  • Ms. Barkha Jaiswal, Head – Business Development, QDegrees Services Pvt. Ltd.
  • Mr. Prabhvir Sahmey, Head - Google Marketing Platform, India, Google
  • Mr. Suyog Kulkarni, Head - Data Analytics, Sharekhan BNP Paribas Financial Services Pvt. Ltd.

01.00 PM Lunch & Networking Break

02.00 PM Onwards

  • Mr. Saurabh Varma, CMO, Inox Leisure Ltd. (Moderator)
  • Mr. Abhishek Gupta, CMO, Edelweiss Tokio Life Insurance Co. Ltd.
  • Mr. Sandeep Verma, President - Sales & Marketing, Bajaj Corp Ltd.
  • Mr. Abhishek Shetty, Head - Marketing, PR & Loyalty, Celio Future Fashion Pvt. Ltd.
  • Mr. Hardik Shah, Consumer Insights Lead - IMEA Region & Asia, General Mills Ltd.
  • Mr. Piyush Kumar, CMO, Metropolis Healthcare Ltd.
  • Ms. Pooja Krishnani Shah, Head - Multichannel Marketing, MSD Sharp & Dohme GmbH
  • Mr. Vinay Shrivastava, Head - New Business & Digital Strategy, Marico Ltd.
  • Ms. Madhumita Basu, Chief - Sales, Marketing & Innovation, Nuvoco Vistas Corp. Ltd.
  • 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.

03.00 PM Onwards

  • Mr. Vivek Zakarde, Head Business Intelligence, Data-ware & Analytics, Reliance General Insurance Co. Ltd. (Moderator)
  • Mr. Vinod G, Head - Risk & Business Intelligence Unit, Tata Motor Finance Ltd.
  • Mr. Dipayan Chakraborty, Senior Director - Analytics, Flipkart
  • Mr. Guruprasad Mandrawadkar, VP & Head - Business Intelligence, Star India Pvt. Ltd.
  • Mr. Salil Kumar, Head - Business Intelligence & Analytics, Reliance Nippon Life Asset Management Ltd.
  • Mr. Tejas Dhabalia, AVP & Head – Marketing, Godrej Nature's Basket Ltd.
  • Mr. Sourav Shah, Head - eCommerce, Trent Ltd.
  • 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

Tea/Coffee & Networking Break

04.15 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