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08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note & Lamp Lighting Ceremony

09.30 AM

Leadership Keynote

Theme : XCX: Excellence in Customer Experience – Role of Strategy & Leadership

Mr. Jamshed Daboo, MD, Trent Hyper Markets Ltd. (Star Bazaar)

09.45 AM
  • Ms. Mridu Bhandari, Editor Special Projects, CNBC TV 18 (Anchor)
  • Mr. Varun Sridhar, Chief Executive Officer, FinShell (An OPPO Group Company)
  • Mr. Madhu Alexiouse, Chief Operating Officer, Muthoot Capital Services Ltd.
  • Mr. Subramanyam Yadavalli, Chief Executive Officer, Apollo Hospital Enterprise Ltd.
  • Mr. Rajesh Jain, Managing Director & Chief Executive Officer, Sports & Leisure Apparel Limited - Lacoste Licensee in India
  • Mr. Ashok Ramchandran, CEO & President (India-South Asia), Schindler India Pvt. Ltd.
  • Mr. Manish Dureja, Managing Director, Intermiles
  • Mr. Anchit Nayar, CEO- Retail, Nykaa
10.40 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.10 AM Onwards

  • Mr. KT Prasad, Country Director – India, Zendesk
  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.

11.30 AM Onwards

  • Ms. Priyanka Mehra, Director Marketing & Communications, Havas Group (Moderator)
  • Dr. Rahul Ghosh, Director AI Products, American Express AI Labs, American Express
  • Ms. Shabnam Panjwani, Executive Vice President & Head - Marketing Communications, Edelweiss Financial Services Ltd.
  • Ms. Monalisa Sahoo, Chief Marketing & Communication Officer, Sterlite Power
  • Ms. Vani Garg Dixit, Head -Customer Management (CLM), Zee5
  • Mr. Deepak Oram, Dy. Vice President - Marketing & Automation, HDFC Bank Ltd.
  • Mr. Manu Dogra, President, NetCarrots Loyalty Services (Moderator)
  • Mr. Prasant Mohanty, Director- Sales & Marketing, Emcure Pharmaceuticals Ltd.
  • Mr. Piyush Rajpal, Director Marketing & Strategy, Schneider Electric India Pvt. Ltd.
  • Ms. Swati Jain, Director – Marketing, Avon Beauty Products India Pvt. Ltd.
  • Mr. Aashish Walia, Head – Marketing, IndiaFirst Life Insurance Company Ltd.

12.30 PM Onwards

  • Mr. Subramanyam Iyer, Senior Vice President & Head - Customer Experience, DBS Bank Ltd. (Moderator)
  • Mr. Gaurav Garg, Senior Director, Head - Consumer Insights & Research, Discovery TV South Asia
  • Mr. Sunil Mathur, Senior Vice President & Head Analytics & Marketing, HDFC Bank Ltd.
  • Mr. Sachin Kamat, Director - Customer & Employee Engagement, Enrich Hair & Skin Solutions Ltd.
  • Ms. Shweta Srivastava, Head – CX & Research, Tata CLiQ
  • Ms. Surekha Desai, Sr. Vice President – Customer Service, Vodafone India
  • Ms. Natasha Madan Kher, India Lead - Diversity & Inclusion, Cognizant India
  • Mr. KT Prasad, Country Director – India, Zendesk (Moderator)
  • Mr. Mohan Krishnaraj, Vice President & Global Head - User Experience, Harman International India Pvt. Ltd.
  • Ms. Shilpa Desai, General Manager, Head – Marketing & Cross Sell, Fullerton India Credit Company Ltd.
  • Mr. Saurabh Maheshwari, Vice President, Customer Experience & Insights, Axis Bank Ltd.
  • Mr. Saikat Sarkar, Chief – Small Format, Future Consumer Ltd.
  • Ms. Preeti Bhardwaj, Deputy VP – Mortgages, Indusind Bank Ltd.

01.30 PM Lunch & Networking Break

02.15 PM Onwards

  • Mr. Hemant Jain, SVP& Head of Digital Business, Lokmat Media Pvt. Ltd. (Moderator)
  • Mr. Julian Coldrey, Head, Chief Information Office (India) & Leader, Global CRM Platforms, IBM India
  • Ms. Harmeet Kaur, Head- Customer Engagement- d2h, DishTV India Ltd.
  • Mr. Amit Mehndiratta, Consumer & Insights Lead – Personal Care, South Asia, Hindustan Unilever Ltd.
  • Mr. Dharmender Narang, EVP & Chief Customer Experience Officer, IIFL Securities Ltd. (Moderator)
  • Mr. Gaurav Sadana, Vice President & Head- Central Retention & Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
  • Ms. Aanchal Mishra, VP & Head – CRM, Societe Generale
  • Mr. Dhruv Muni, Sr. Group Vice President-Operations, Customer Service & IT, Motilal Oswal Financial Services Ltd.
  • Mr. Hariharan Mahadevan, Senior Vice President & Head – Strategic Projects, Analytics & CSR, ICICI Securities Ltd.
  • Mr. Raja Lakshmipathy, Managing Director-India, Genesys
03.15 PM

Deep Dives - Themed Round Tables

  • Table 1: How Behaviours and Irrationality Drive Human Engagement: Understanding the Role of Behaviours and Emotions in Crafting Great Experience

    • Ms. Dipti Sapatnekar, Director – Value Delivery, Terragni Consulting (P) Ltd.

  • Table 2: Key Drivers of Building A Winning Employee Engagement Strategy: How Does This Shift Across Industries & Markets

    • Ms. Dipti Sapatnekar, Director – Value Delivery, Terragni Consulting (P) Ltd.

  • Table 3: Evolving Business Models Against The Backdrop of Disruptive Technologies - How Will Smart Data And AI Shape Revolutionise CX In 2020

    • Mr. Anand Bhatia, Chief Marketing Officer, Fino Payments Bank Ltd.

  • Table 4: New Partnership Models For Loyalty Programs - How Customer's Digital & Mobile Behavior is Forcing Loyalty Programs To Evolve

    • Mr. Ajay Nambiar, Head – Customer Care & Property Management, L&T Realty Ltd.

  • Table 5: What Price Loyalty In A Tech Dominated World

    • Mr. Ram N, Consulting Partner, Strategic Caravan Intl. Pvt. Ltd.

04.00 PM

Tea / Coffee & Networking Break

04.30 PM Onwards

  • Mr. Mukesh Jain, Chief Technology Officer – Insights & Data India, Capgemini India Pvt. Ltd. (Moderator)
  • Mr. Arvind Mohan, Head – Customer Experience, Delhivery Pvt. Ltd.
  • Mr. Varinder Jaswal, Associate Director - Innovation & Productivity, Chocolate, R&D, AMEA, Mondelez International
  • Mr. Rahul Raghuraman, Deputy General Manager, Group Strategy Office, Mahindra Rise
  • Mr. Atul Sharma, Chief Operating Officer, Shriram Life Insurance Co. Ltd.
  • Ms. Aanandita Bhatnagar Director & Head, APAC Communications Hub, Netapp India Pvt. Ltd.
  • Mr. Francis Rodrigues, Sr. Vice President – Business Insights, Data labs & Innovation, HDFC Life Insurance Co. Ltd. (Moderator)
  • Ms. Karuna Chandila, VP – Customer Service, Goods & Service Tax Network
  • Ms. Neelam Kapoor, VP & Head – Marketing, AGC Networks Ltd.
  • Dr. Zia Saquib, SVP - Technology, Innovation & Development, Reliance Jio Infocomm Ltd.
5.30 PM

Teamwork in The Mountains

In conversation with - Tashi & Nungshi Malik, world's first siblings & twins, as well as first and only South Asians to complete the 'Adventurers Grand Slam'.

07.00 PM

ZENDESK PRESENTS 13TH THE CUSTOMER FEST LEADERSHIP AWARDS

08.00 AM

Registrations over Breakfast & Tea

09.20 AM

Overview of Day 1

09.30 AM
  • Mr. Mangalam Maloo, Senior Research Analyst and Anchor, CNBC TV18 (Anchor)
  • Mr. Rajat Agrawal, Chief Operating Officer & Head - Corporate Finance, Barista Coffee Company Ltd.
  • Mr. Rajesh Munjal, Chief Operating Officer, Carzonrent India Pvt. Ltd.
  • Mr. Vikas Gujral, Chief Operating Officer, Max Bupa Health Insurance Co. Ltd.
  • Mr. Sanjeev Nimkar, Chief Operating Officer, Kirloskar Oil Engines Ltd.
  • Mr. Manish Mishra, Chief Operating Officer, Suburban Diagnostics India Pvt. Ltd.
  • Ms. Praveena Rai, Chief Operating Officer, National Payments Corporation of India
  • Mr. Joydeep Sarkar, Chief Operating Officer, Hicare Services Pvt. Ltd.
10.30 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.00 AM Onwards

  • Ms. Harsh Kapur Pillai, Director -People Engagement & Customer Centricity Practice, Terragni Consulting (P). Ltd. (Moderator)
  • Mr. Suhas Baxi, Managing Director, South Asia, Konecranes
  • Ms. Deepali Shukla, VP - Marketing Strategy & Operations (India, Europe, Russia & South Africa), Amway India Enterprises Pvt. Ltd.
  • Mr. Lavdeep Singh Walia, VP & Marketing Head, More Retail Ltd.
  • Amit Bhalla, Head Strategy and TOC Implementation Bajaj Electrical & Director Nirlep Appliances.
  • Mr. Virendra Dafane, Global Data Platform- Delivery Partner, Barclays India (Moderator)
  • Mr. Ankush Gadi, Director - Data Management & Analytics, CRISIL Ltd.
  • Mr. Shrikant Kejriwal, Head - Consumer Insights & Analytics - Farm Equipment Business, Mahindra & Mahindra Ltd.
  • Mr. Kaushik Bhatt, Lead - Data Strategy, Architecture & Governance, Wells Fargo India
  • Mr. Chandan Vijay, Director - Data & Analytics, GE India
  • Ms. Vidhya Veeraraghavan, Head –Analytics, Standard Chartered Bank
  • Mr. Sanat Kumar Mishra, SVP – Marketing & Research, Music Broadcast Ltd. (Radio City India)

12.00 AM Onwards

  • Ms. Mala Raj, Loyalty Marketing Specialist & Independent Consultant, Strategic Caravan Intl. Pvt. Ltd. (Moderator)
  • Ms. Anshu Naval, Head - Learning & Development, HDFC Sales Pvt. Ltd.
  • Mr. Anish Agarwal, Director – Data & Analytics, Royal Bank of Scotland
  • Mr. Braj Kishore, MD, ASB Communications Pvt. Ltd.
  • Ms. Flovie Martins, Head - Corporate Communications & CSR, Future Generali India Life Insurance Co. Ltd.
  • Topic 1: Fresh Practical Technology & AI Applications which don't Lose the Human Touch & Increase Conversion Rates Whilst Meeting Growing Customer Expectations

    • Mr. Chirag Boonlia, Chief Technology Officer, Embassy Group

  • Topic 2: The Changing Face of Customer Loyalty. Understanding the Changing Needs of your Customers

    • Mr. Kavit Mistry, VP – Sales & Capability, Rentokil PCI

  • Topic 3: Marketing in a Digital & Data World - Getting to Know your Customer

    • Mr. Sunil Narula, Vice President – Marketing, Panasonic India Pvt. Ltd.

  • Topic 4: How the AI & ML is Helping the Organizations to Redefine Their Business Horizons

    • Mr. Mathew Joseph, Vice President & Head Data Science Lab (CIMB Bank), Apar Technologies Pvt. Ltd.

01.00 PM - Lunch & Networking Break

01.45 PM Onwards

  • Mr. Sanjay Bhattacharjee, Head - Customer Experience, Retail, Watches division, Titan Company Ltd. (Moderator)
  • Ms. Anita Guha, Talent Advisor, Chief Information Office, IBM India
  • Dr. Rakesh Moyal, Head – Customer Service, IndiaFirst Life Insurance Company Ltd.
  • Mr. Rakesh Pandey, SVP & Head - Customer Advisory, Max Life Insurance Co. Ltd.
  • Mr. Manoj Prasad, VP- Digital & HR Transformation, Reliance Industries Ltd.
  • Mr. CB Rajesh, Project Lead, Qdegrees Services Pvt. Ltd. (Moderator)
  • Mr. Ashish Rao, Executive Vice President & Head - Customer Service and Operations, ICICI Prudential Life Insurance Co. Ltd.
  • Ms. Suma N, Director Of Engineering (Innovation & Strategy, Architecture Governance) Honeywell Technology Solutions Pvt. Ltd.
  • Ms. Geetanjali Kothari, DVP – Innovation & Marketing, Bharti Axa General Insurance Co. Ltd.
  • Mr. Aditya Garg, Head - Solutions Consulting, Genesys
02.45 PM
  • Mr. Yusuf Pachmariwala, Executive Vice President & Head – Operations, Tata AIA Life Insurance Co. Ltd. (Moderator)
  • Mr. Gaurav Sharma, VP – Customer Experience & Operations, Furlenco
  • Mr. Anil Kumar Misra, Chief Human Resources Officer, Magicbricks.com
  • Ms. Disha Desai, Director – Customer Experience, People Interactive Pvt. Ltd.
  • Mr. Deepak Rana, Vice President, Customer Engagement, Future Generali India Life Insurance Co. Ltd.
  • Ms. Soumini Sridhara Paul, Vice President, Hungama Digital Media Entertainment Pvt. Ltd.
  • Mr. Amit Sawant, Head - Marketing, Corp Com & Strategy, Future Lifestyle Fashions Ltd.
03.45 PM

Tea / Coffee & Networking Break

04.15 PM
  • Mr. Aman Duggal, SVP & Head- Customer Experience & Service, Affluent Segment, IndusInd Bank Ltd. (Moderator)
  • Ms. Cynthia Gokhale, Associate Director – Marketing, ManpowerGroup India
  • Ms. Medha Tawde, Chief Marketing Officer, Home Town
  • Mr. Manoj Lalwani, Chief Marketing Officer, Radio Big FM (Reliance Broadcast Network)
  • Mr. Praveen Nijhara, Chief Executive Officer, Hansa Research
  • Mr. Ramakrishna Yeeramalli, Dy. Vice President – Client Experience Office, Edelweiss Wealth Management
  • Mr. P G Chengappa, Regional Head – Client Servicing, Accentiv’
  • Mr. Tejas Kadakia, Co – Founder & Director – Sales, EasyRewardz
05.15 PM

Conference Adjourns