Agenda 2020
Agenda 2020
Theme : XCX: Excellence in Customer Experience – Role of Strategy & Leadership
- Mr. Jamshed Daboo, MD, Trent Hyper Markets Ltd. (Star Bazaar)
Theme: Leadership 4.0: 'Fortune Favor's The Prepared Mind' Are You Ready For Change
- 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
Theme: What Matters to Customers: CX Trends 2020
- Mr. KT Prasad, Country Director – India, Zendesk
Theme: Martech 2020: Succeeding In The Next Decade Of Marketing
- 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.
Theme: The Future Enterprise: How Leading Organizations Apply Technology to Gain Insight, Empathize with Customers and Engage Employees
- 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
Theme: A Well-Defined Customer Journey And A Strategy That Moves Your Prospects. Content, UX, Digital Marketing & More…
- 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.
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Table: 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:Key Drivers of Building A Winning Employee Engagement Strategy: How Does This Shift Across Industries & Markets
Ms. Loveena Khatwani, Senior Vice President & Head Client Experience, Edelweiss Wealth Management Ltd. -
Table: 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: 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: What Price Loyalty In A Tech Dominated World
Mr. Ram N, Consulting Partner, Strategic Caravan Intl. Pvt. Ltd.
Theme: AI, Bots And Humans: The Future Customer Journey Is Here
- 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.
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'.
Theme : XCX: Excellence in Customer Experience – Role of Strategy & Leadership
- Mr. Jamshed Daboo, MD, Trent Hyper Markets Ltd. (Star Bazaar)
Theme: Leadership 4.0: 'Fortune Favor's The Prepared Mind' Are You Ready For Change
- 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
Theme: Behaviours, Human Engagement & Strategic Outcomes
- Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.
Theme: Channel As A Source of Competitive Advantage In Developing A Cost Effective Customer Strategy
- 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.
Theme: Bang For The Buck From CX: Executive Perspective On CX - Cost Or Profit Centre
- 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.
Theme: Deliver Effortless Customer Journey & Drive Efficiencies: Balancing The Shift To Digital & Self-Serve With Human Interaction
- 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
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Table: 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:Key Drivers of Building A Winning Employee Engagement Strategy: How Does This Shift Across Industries & Markets
Ms. Loveena Khatwani, Senior Vice President & Head Client Experience, Edelweiss Wealth Management Ltd. -
Table: 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: 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: What Price Loyalty In A Tech Dominated World
Mr. Ram N, Consulting Partner, Strategic Caravan Intl. Pvt. Ltd.
Critical Elements In Your Customer Strategy - Emerging Technology, Changing Consumer Needs And Hyper Connected Personalized Experiences
- 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.
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'.
Change What Matters: A Discussion of Changes That Impact Customer Engagement And Loyalty
- 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.
Connecting The Customer With Your Brand: How To Leverage A Customer Centric Culture To Drive Stronger Engagement With Your Employees And Your Customers
- 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.
Building Market Leading Organisations Through A Personalised Employee Experience Design & Human-First Leadership
- 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.
Empower Your Employees To Create Exceptional Customer Experiences - How Top Performing Organizations Differentiate Their Exceptional Employee And Customer Experience Program From Today's Norm
- 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.
Engage People, Change Cultures, Drive Efficiency & Sustain Excellence For Continuous Process & Business Improvements
- 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.
Creating Seamless And Engaged Experiences That Drive Brand Loyalty And Love
- 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
Change What Matters: A Discussion of Changes That Impact Customer Engagement And Loyalty
- 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.
Create The Future - A Future Based On Data You Can Trust, Analytics You Can Rely On, And The Insight Needed To Make Game Changing Business Decisions
- 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)
15 minutes Quickfire Presentations
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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.
Connect With The Connected: Transforming The Enterprise Through Customer Experience
- 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
Engage People, Change Cultures, Drive Efficiency & Sustain Excellence For Continuous Process & Business Improvements
- 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.
Creating Seamless And Engaged Experiences That Drive Brand Loyalty And Love
- 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