Agenda 2021

Agenda 2021

Mr. Shep Hyken, CSP, CPAE, Chief Amazement Officer, Shepard Presentations

Dr. Anil Pillai, Director, Terragni Consulting

Ms. Olga Potaptseva, CCXP, Founder / CX Implementation Advisor, Founding Director, European Customer Consultancy

Ms. Olga Guseva, CCXP, International CX Strategy Expert & Customer-Centric Culture Transformation Specialist

Mr. Adrian Swinscoe, Customer Service & Experience Advisor and Leader, Punk CX

Ms. Katie Stabler, CCXP, Founder & Director, Customer Experience, CULTIVATE Customer Experience by Design

Mr. Alan Pennigton, Customer Experience Advisor, Author, Mentor, Coach & Trainer

Ms. Diane Magers, CCXP, MS, MBA, Founder, Chief Executive Officer - Experience Catalysts

Ms. Emilia D'Anzica, Founder, Chief Executive Officer - Customer Success Advisor, Growth Molecules

Ms. Anastasia Vladychynska, Customer Experience Consultant, Vladychynska Consulting

Mr. KT Prasad, Managing Director & RVP - Sales, India & SAARC, Zendesk

Mr. Ian Golding, CCXP, Global Customer Experience Specialist, Customer Experience Consultancy Ltd.

Mr. Ron Kaufman, Customer Experience & Service Culture Expert

Theme: Transformation in the Brave New Digital World

  • Mr. KT Prasad, Managing Director & RVP - Sales, India & SAARC, Zendesk (Moderator)
  • Mr. Sunil Kumar Sathyanarayanan, Country President India & Regional Director Packaging IMEA, Henkel Adhesives Technologies India Pvt. Ltd.
  • Mr. Shreeraj Deshpande, Chief Operating Officer, Future Generali India Insurance Co. Ltd.
  • Mr. Anshuman Maheshwary, Chief Operating Officer, IIFL Wealth & Asset Management Co. Ltd.
  • Mr. Rohit Kumar Chawda, Chief Operating Officer, Shriram Asset management Co. Ltd.
  • Mr. Mihir Nanal, Managing Director - Comms, Media, Hi-Tech Practice, Accenture
  • Mr. Atri Chakraborty, Chief Operating Officer, IndiaFirst Life Insurance Co. Ltd.
  • Mr. Rajiv Nair, Group Chief Executive Officer, Kaya Ltd.

Parallel Tracks

TRACK - MARKETING EXCELLENCE

TRACK - TECH EXCELLENCE

12.10 pm - 1.10 pm
PANEL DISCUSSION

Theme: Keeping the Customer First: Reengineering the Digital Organization to Better Serve Your Customers

 

Minimise
  • Mr. Narayan Devanathan, Group Executive & Strategy Officer, Dentsu International | South Asia (Moderator)
  • Mr. Roy Atkinson, Chief Executive Officer, Clifton Butterfield, LLC
  • Mr. Mike Kendall, Founder, The Customer Lab
  • Mr. Jim Tincher, Founder, Chief Executive Officer & Journey Mapper-in-Chief, Heart of the Customer
  • Mr. Monish B Vohra, Executive Vice President & Head Customer Services, SBI Card & Payment Services Ltd.
  • Ms. Vaishali Thakkar, Chief Customer Experience & Service Delivery, Hometown, Future Group
  • Mr. Abhishek Gupta, Chief Customer Officer, CleverTap
  • Mr. Satyen Momaya, Chief Executive Officer, Celio Future Fashion Pvt. Ltd.
1.10 pm - 2.10 pm
PANEL DISCUSSION

Theme: Marketing 4.0: Offering Immersive Customer Experience with New CRM and Marketing Automation Tools

Theme: Evolving Business Models Against the Backdrop of Disruptive Technologies – Revolutionising CX In the Next Decade

Minimise
  • Mr. Sandeep Verma, Country Head - India, Consumer Health, Bayer (Moderator)
  • Ms. Nathalie Schooling, Founder & Chief Executive Officer, nlighten
  • Mr. Pradeep Kumar Mishra, Chief Customer Service Officer, Bank of Maharashtra
  • Mr. Piyush Rajpal, Director - Marketing & Business Development, Schneider Electric
  • Mr. Jiten Mahendra, Sr. Vice President - Marketing, Landmark Group
  • Mr. Girish J Kalra, Sr. Vice President - Marketing & Corporate Communication, ICICI Lombard General Insurance Co. Ltd.
  • Mr. Arvind R P, Director - Marketing & Communications, McDonald's India
  • Mr. Hemant Jain, Sr. EVP & Head - Digital Business, Lokmat Media Pvt. Ltd. (Moderator)
  • Mr. Sreeji Gopinathan, Global Chief Information Officer, Lupin Ltd.
  • Mr. Chander Khanduja, Chief Information Officer, Luminous - Schneider Electric
  • Mr. Ketan Kulkarni, CMO & Head – Business Development, Blue Dart Express Limited
  • Mr. Vijay Chand, Country Director & CEO - Publishing Division, Realtime Taxsutra Services Pvt. Ltd.
  • Mr. Shrikant Kejriwal, Head - Insights & Analytics, Farm Equipment Sector & SSU, Mahindra & Mahindra Ltd.
2.10 pm - 2.30 pm
LUNCH & NETWORKING BREAK
2.30 pm - 3.30 pm
PANEL DISCUSSION

Theme: Marketing Leadership: Build Strategies, Pursue Innovation & Align Resources to Power a World Class Customer Journey through Unprecedented Times

Theme: Winning Customers in a World of Bots, AI and Automation

Minimise
  • Ms. Vidhya Veeraraghavan, Head Analytics - Financial Markets Operations, Standard Chartered Global Business Services (Moderator)
  • Mr. Saumil Mehta, Director & Country Manager (India, Bangladesh, Nepal, Vietnam, Cambodia, Myanmar, Brunei), The Kraft Heinz Co.
  • Ms. Deepali Shukla, Director - Nutrition Growth Platforms & Disruptive Innovation, Amway
  • Mr. Prakash Dadlani, Sr. Vice President - Customer Centricity, Aditya Birla Group
  • Mr. Abraham Alapatt, President & Group Head - Marketing, Service Quality, Innovation & VAS, Thomas Cook India
  • Mr. Rakesh Pandey, Executive Vice President & Head - Customer Advisory, Max Life Insurance Co. Ltd.
  • Mr. Tushar Singh - Director, Commercial Excellence, PMO & AbSure, Abbott Primary Care, Abbott Healthcare Pvt. Ltd.
  • Mr. Mukesh Jain, CTIO - Insights & Data India, Capgemini (Moderator)
  • Mr. Tushar S. Vagal, Chief Information Officer, Larsen & Toubro Realty
  • Mr. Mayank Bhargava, Chief Information Officer, Pramerica Life Insurance Co.Ltd.
  • Dr. Anish Agarwal, Director - Data & Analytics, India, NatWest Group
  • Mr. Manish Bhatia, President -Technology, Analytics and Capabilities, Lendingkart
  • Mr. Yusuf Pachmariwala, Executive Vice President – Operations & Customer Service, Tata AIA Life Insurance Co. Ltd.
  • Mr. Ganesh Ramachandran, Global Chief Information Officer, Alkem Laboratories Ltd.
3.30 pm - 4.30 pm
PANEL DISCUSSION

Theme: Technology & Analytics: Moving from Zero to One – Learning to Build Delightful Digital Experiences

Theme: 'The Big Move': Tomorrow’s World: Where is the Next Disruption Coming From

Minimise
  • Mr. Mohit Kapoor, Executive Vice President & Group Chief Technology Officer, Mahindra Group (Moderator)
  • Mr. Kaushik Ghate, Sr. Vice President & Head - Customer Analytics & Data Sciences, HDFC Bank Ltd.
  • Mr. Ankush Gadi, Director – Data Management & Analytics, GIX, CRISIL Ltd.
  • Mr. Charandeep Singh, Head – Marketing & CRM, TVS Credit Services Ltd.
  • Mr. Francis Rodrigues, Sr. Vice President, Business Insights, Data Labs, Innovation, HDFC Life Insurance Co. Ltd.
  • Mr. Rajesh Pantina, Head - Marketing - Asia Pacific, InMobi
  • Mr. Subramanyam Iyer, Sr. Vice President & Head - Customer Experience, DBS Bank
    • Dr. Anil Pillai, Director, Terragni Consulting Pvt. Ltd. (Moderator)
    • Mr. Sarajit Jha, Chief Business Transformation & Digital Solutions, Tata Steel Ltd.
    • Ms. Namrita Mahindro, Chief Digital Officer, Aditya Birla Group
    • Dr. Subhajit Bose, Director & Head - Strategic Planning, Analytics & Controls, Indigo (InterGlobe Aviation Ltd.)
    • Mr. Samriddh Dasgupta, Vice President, Marketing & New Brands - Visage Lines, Bombay Shaving Company
    • Mr. Tejas Kadakia, Co-Founder & Director, EasyRewardz

Theme: Loyalty Surgery 2021: Loyalty in Transition - New Ideas, Fresh Thinking & Brave Steps

  • Mr. Brian Almeida, Founder & Partner, Strategic Caravan International Pvt. Ltd. (Moderator)
  • Ms. Katie Stabler, Founder & Director, Customer Experience, CULTIVATE Customer Experience by Design
  • Ms. Julia (Martin) Ahlfeldt, Customer Experience Strategist & Business Advisor, Julia Ahlreldt CX Consulting
  • Mr. Jayant Jain, Vice President - Marketing & Customer Services, Head Loyalty & Shopper Insights, Reliance Retail Ltd.
  • Ms. Piyali Chatterjee, Sr. Vice President - CX Head, Hansa Research
  • Mr. Vikas Chandak, Sr. Vice President & Head - Strategic Partnerships, Intermiles
  • Mr. Shreerang Godbole, Sr. Vice President & Chief Service Officer, OYO

Ms. Jo Boswell, Director, Sentio-B Ltd.

Mr. Hank Brigman, Chief Experience Officer, Customer Experience Strategies, INC.

Awards welcome note by Mr. KT Prasad, Managing Director & RVP - Sales, India & SAARC, Zendesk

Mr. Dan Gingiss, Chief Experience Officer, The Experience Maker, LLC

Ms. Irit Eizips, Chief Customer Experience Officer & CEO, CSM Practice

Ms. Claire Boscq-Scott, Mystery Shopping & Customer Service Global Guru

11.15 am - 12.15 pm

Keynote Leadership Panel

Presentations

Theme: What Now: The World at 2030 - Reimagining the Future through Purpose-Driven Inspiration

  • Mr. KT Prasad, Managing Director & RVP - Sales, India & SAARC, Zendesk (Moderator)
  • Ms. Diane Magers, Founder & Chief Executive Officer, Experience Catalysts
  • Ms. Anastasia Vladychynska, Customer Experience Consultant, Vladychynska Consulting
  • Mr. Vinay A. Bhopatkar, Chief Executive Officer, Cafe Coffee Day
  • Mr. Sanjay Sindhwani, Chief Executive Officer, The Indian Express Online Media Pvt.Ltd.
  • Mr. Sanjay Singal, Chief Operating Officer - Diary & Beverages, ITC Ltd.
  • Mr. Dinesh Aggarwal, Joint Managing Director & Head – New Business (ISAMEA Region), Panasonic Life Solutions (I) Pvt. Ltd.
  • Ms. Preeti Vyas, Chief Eecutive Officer, Amar Chitra Katha Pvt. Ltd.
  • Mr. SyamPrasad Lakkaraju, Chief Operating Officer, OmniActive Health Technologies

11.15 am - 11.45 am

Theme:  5 Listening Posts of CX Measurement?.....And Why One View is Not Enough to Get a Holistic Understanding of Your CX

Mr. Nick Lygo-Baker, Chief Executive Officer, Paradigm CX Ltd.

11.45 am - 12.15 pm

Theme: The Customer Obsessed Enterprise: Principles & Practices to Create Value & Drive Growth

Mr. Mike Kendall, Founder, The Customer Lab

Parallel Tracks

TRACK - CX EXCELLENCE

TRACK - HUMAN EXCELLENCE

12.15 am - 1.15 pm
PANEL DISCUSSION

Theme: Rules of Customer Centricity - Decoding How Consumer Behaviour Has Evolved in the #NewNormal

Theme: How to Successfully Build and Maintain Employee Engagement in a Disrupted World

Minimise
  • Ms. Dipti Sapatnekar, Director – Value Delivery, Terragni Consulting Pvt. Ltd. (Moderator)
  • Mr. Amit Sethi, Vice President - Regional CIO, MENAT & India, Global Digital Customer Experience Leader, Baker Hughes
  • Mr. Suman Kargupta, Sr. Vice President & Head Customer Experience, Reliance Jio Infocomm Ltd.
  • Mr. Sunil Vashishth, Sr. Vice President - Strategy, Future Brands Ltd.
  • Mr. Ajay Nambiar, COO - PYP & CSO, M3M
  • Mr. Padmakumar Nair, Director - Customer Service, Maersk Global Service Centres
  • Mr. Umesh Krishna K, Marketing Director, Swiggy
  • Ms. Subhalakshmi Ganguly, Head - Global Sales Compensation & Asia Pacific Rewards, Lenovo (Moderator)
  • Mr. Ajay Chowdhury, President & CHRO, SRF Ltd.
  • Ms. Shikha Gupta, Director HR | Business Partner & D&I, International Operations, Schneider Electric
  • Ms. Ruchita Mehra, Director - Communications, CSR & Digital, Procter & Gamble Health Ltd.
  • Ms. Shweta Shukla, Director - People & Capability Partner, Mastercard
  • Ms. Seema Singh, Chief Human Resource Officer & Chief Financial Officer, India Post Payments Bank
  • Ms. Divyasree Pawar, Global Head - Learning Delivery, Intel Corporation
  • Ms. Deepa Chadha, Sr. Vice President - HR & Corporate Affairs, Vistara - TATA SIA Airlines Ltd.
1.15 pm - 2.15 pm
PANEL DISCUSSION

Theme: Getting Ready for Digital Experiences – Navigating the Digital Transformation Journey “Getting Customer Love in the Digital World"

Theme: Maximise The Latest Digital, Social & Automation Technologies For Ultimate ‘Employee’ Engagement - Without Losing The Human Touch

Minimise
  • Mr. Aashish Walia, Head – Marketing & PR, IndiaFirst Life Insurance Company Ltd (Moderator)
  • Mr. Soumonath Chatterjee, Director - Digital, Loyalty & Guest Experience, India & South Asia, Accor Group
  • Ms. Aanandita Bhatnagar, Director - Corporate Communications, NetApp
  • Mr. Anand Narang, Vice President - Marketing, India & Regional Leader South Asia, Bata India Ltd.
  • Mr. Kayzad Hiramanek, Chief -Operation & Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
  • Mr. Subrata Basu, Vice President - Marketing, Nitco Ltd.
  • Mr. Naveen Bachwani, Chief Operating Officer, Aegon Life Insurance Co.Ltd.
  • Ms. Nivedita Nanda, Chief Human Resource Officer, Kaya Ltd. (Moderator)
  • Mr. Anil Gaur, Group Chief People Officer, Uniparts Group
  • Mr. Pradeep Chavda, Human Resources Director, India, Sodexo India
  • Ms. Richa Pathak Dogra, Director - People Technology, Fortune 500 Co.
  • Mr. Ajay Jhalani, Managing Director, Winner Technoplast Pvt. Ltd.
  • Mr. Kawalpreet Singh, Director - Marketing, JLL India
2.15 pm - 2.30 pm
LUNCH & NETWORKING BREAK
2.30 pm - 3.30 pm
PANEL DISCUSSION

Theme: Building, Designing, Executing And Monetizing Your CX Strategy In An ROI World

Theme: Purpose and People Powered - The Brand + Culture + Employee Experience Imperative

Minimise
  • Mr. CB Rajesh, Project Lead, Qdegrees Services (Moderator)
  • Dr. Ravindra Utgikar, Vice President - Corporate Strategy & Marketing, Praj Industries Ltd.
  • Ms. Charu Sharma, Director - Customer Analytics & Insights, Business Analytics, GE Healthcare
  • Mr. KV Dipu, President - Head Operations, Communities & Customer Service, Bajaj Allianz General Insurance Co. Ltd.
  • Mr. Ratan Kesh, Executive Vice President & Head - Retail Operations & Service, Axis Bank Ltd.
  • Ms. Anuradha Sathe, Director Customer Experience - Global, Lenovo
  • Mr. Mohan Krishnaraj, Vice President & Global Head - User Experience, Harman International
  • Mr. Carsten Ley, Founder, OKR, Project & Customer Experience Consultant, Asia PMO (Moderator)
  • Ms. Yasmeen Talat, Sr. Director - Rewards, JLL India
  • Mr. Kaustubh Sonalkar, Group Director - HCM, Comms, CSR & General Affairs, Welspun Group
  • Ms. Shyamala Deshpande, Chief Human Resource Officer, Wildcraft India
  • Mr. Metzen Cherian, Director - HR (Culture, OD & Talent Management), Volvo Group India Pvt. Ltd.
  • Mr. Manoj Kumar Sharma, Joint President & CHRO, Aarti Industries Ltd.

Theme: The Era of Return on Experience (ROX): Navigating Customer Engagement in the New Intelligent Experience Economy

  • Ms. Ronita Mitra, Founder & Chief Strategist, Brand Eagle Consulting (Moderator)
  • Mr. Nick Lygo-Baker, Chief Executive Officer, Paradigm CX Ltd.
  • Ms. Shweta Srivastava, Head - Digital Marketing, Dr. Reddy's Laboratories
  • Mr. Aalok Bhan, Director & Chief Marketing Officer, Max Life Insurance Co. Ltd.
  • Mr. Dharmender Narang, Chief Customer Experience Officer, IIFL Securities Ltd.
  • Mr. Shailesh Pandey, Sr. Executive Vice President & Chief Sales Officer, FINO Payments Bank

Theme: CX Leaders Roundtable: Post Covid-19 Customer Experience - What Changes; What doesn’t?

  • Ms. Mala Raj, Managing Partner, Strategic Caravan, Intl Pvt. Ltd. (Moderator)
  • Ms. Nathalie Schooling, Founder & Chief Executive Officer, nlighten
  • Mr. Eswaranatarajan N, President & Chief Operating Officer, Kotak Mahindra General Insurance Co. Ltd.
  • Mr. Sathish Krishnan, Head - CRM, Redbus
  • Mr. Joey Coleman, Professional Speaker & Writer on All Things Customer Experience
  • Mr. Saikat Sarkar, Chief Executive Officer, Fresh Greens Pvt. Ltd.
  • Mr. Rajneet Kohli, Executive Vice President & Chief Operating Officer - Domino's, Jubilant FoodWorks Ltd.

Mr. Jim Tincher, Founder, CEO & Journey Mapper-in-Chief, Heart of the Customer

Previous Year's Summit