Agenda 2022

Agenda 2022

  • Mr. Soumya Chatterjee, Co-founder & CEO, Easyrewardz

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

  • Mr. Gautam Srinivasan, Consulting Editor, CNBC TV18 (Moderator)
  • Ms. Praveena Rai, Chief Operating Officer, National Payments Corporation Of India
  • Mr. Manish Kapoor, Managing Director & Chief Executive Officer, Pepe Jeans India Ltd.
  • Mr. Soumya Chatterjee, Co-founder & CEO, Easyrewardz
  • Ms. Preeti Vyas, President & CEO, Amar Chitra Katha Pvt. Ltd.

Parallel Tracks

TRACK - A

TRACK - B

12.00 pm - 1.15 pm
PRESENTATION / PANEL DISCUSSION
12.00 pm – 12.15 pm - Individual Presentation

CX in India: The Growth Opportunities

  • Mr. Rahul Menon, Marketing Head - India & SAARC, Zendesk

12.15 pm – 1.15 pm

Theme: Fresh Insights For Customer Strategies Which Reflect Customer Expectations, Innovate Digital & Tech, Drive Customer-Centric Cultures, Develop Multi-Channel Journeys, Leverage Metrics & Analytics For Meaningful Customer Experiences

Theme: Marketing Leadership: Build Strategies, Pursue Innovation & Align Resources To Power A World Class Customer Journey Through Unprecedented Times

Minimise
  • Mr. Nitin Jagadish, Senior Director, Enterprise - India & SAARC, Zendesk (Moderator)
  • Ms. Pooja Shetty, Head - Marketing & Communication – South Asia, The Lubrizol Corporation
  • Mr. Ajay Nambiar, Chief Service Officer - M3M India Pvt. Ltd. | Chief Operating Officer – PYP India Pvt. Ltd.
  • Mr. Subramanyam Iyer, Sr. Vice President & Head - Customer Experience, DBS Bank
  • Mr. Prakash Dadlani, Sr. Vice President - Customer Centricity, Aditya Birla Group
  • Mr. Jay N Parekh, Director Customer Experience, SRL Diagnostics
  • Mr. Amit Mehndiratta, Head - Consumer Insights, MyGlamm (Moderator)
  • Mr. Kaustav Mukerji, Head - Digital & Performance Marketing, Future Group India
  • Ms. Ritu Mittal, Head - Marketing & Digital, Bayer
  • Mr. Yusuf Pachmariwala, Director – Operations, Hitachi Payment Services Pvt. Ltd.
  • Mr. Vivek Charde, SVP & Head - Marketing & Communication, Loylty Rewardz Mngt. Pvt. Ltd.
1.15 pm - 2.00 pm
LUNCH & NETWORKING BREAK
2.00 pm - 3.15 pm
PRESENTATION / PANEL DISCUSSION
2.00 pm – 3.00 pm

Theme: Evolving Business Models Against The Backdrop Of Disruptive Technologies: Driving Customer Experience Strategies Through Technology

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

Minimise
  • Mr. Dhaivat Oza, Vice President - Service Assurance, Vodafone Idea Ltd. (Moderator)
  • Mr. Abhishek K Sharma, Global Head - Business Management, IT & Digital, Syngenta Group
  • Mr. Jahid Ahmed, Vice President and Head- Digital Acquisition, Content and Social Media Marketing, HDFC Bank
  • Mr. Ritesh Chaudhari, Head IT& Digital Business -India & Pakistan and Head of Digital Innovation-EMEA & INDIA, Henkel Group
  • Mr. Ashton D'Cruz, Director, CAO, CGO, CISO & Head - CC&S Governance, NatWest Markets Plc

3.00 pm – 3.15 pm - Individual Presentation

Theme: Delighting the Digital First Customer with Effortless Customer Service

  • Ms. Vandana Tanna, Regional Manager, Freshworks
  • Mr. Rajdeep Charan, Sr. GM - CRM & CX, Eureka Forbes Ltd. (Moderator)
  • Mr. Venkatesh Kidambi, Global Head Digital Marketing Platform & CRM, Kimberly-Clark India Pvt. Ltd.
  • Mr. Prasad Pimple, Executive Vice President & Head of Digital Business Unit, Kotak Life
  • Mr. Rohit Lamba, Vice President - Sales & Marketing & Head - Branding, Jindal Steel & Power Ltd.
  • Mr. Prashant Singh, Vice President Sales, Business Development and Marketing, Channelplay Ltd.
3.15 pm - 4.15 pm
PANEL DISCUSSION

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

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

Minimise
  • Mr. Shantanu Garg, Head- Customer Centricity & Digital, Grasim (Pulp & Fibre), Aditya Birla Group (Moderator)
  • Ms. Panchali Chandrashekhar, Head - Customer Experience Hub, Atlas Copco (India) Ltd.
  • Ms. Neha Anand, Head - Digital, CRM and Communications [ Domestic and International], Mahindra & Mahindra Ltd.
  • Ms. Smita Murarka, Chief Marketing Officer, Duroflex
  • Mr. Sanjay Bhattacharjee, Head - Customer Relationship Management, Titan Company Ltd.
  • Ms. Sadhana Daswani, Head - Brand & Digital, JSW Paints
  • Mr. Madhav M Malhotra, Sr. VP and Head Customer Services- Mobility and Home, Reliance Jio (Moderator)
  • Mr. Mahesh Agrawal, Head - Information Management, SBI General Insurance
  • Ms. Shivangi Kamath, Head Process Design - Process Excellence Group, Tata AIG General Insurance Co. Ltd.
  • Mr. Rahul Malik, Country Manager – Consumer & Channel Service Delivery, India Market, HP India Sales Pvt Ltd.
  • Mr. Hari Shankar Mishra, Sr. Vice President - Customer Experience, Future Generali India Insurance Company Limited
  • Mr. Ramneek Jain, Head - Customer Experience, Saint Gobain India Pvt Ltd, Gyproc Business

Theme: NextGen Loyalty: Where Does The Loyalty Industry Stand Today, And Where Are We Heading Now

  • Ms. Piyali Chatterjee, Sr. Vice President - CX Head, Hansa Research (Moderator)
  • Ms. Anjum Rastogi, Chief Marketing Officer, EasyRewardz
  • Ms. Archana Sangam, Head – Customer Experience & CRM, Motherhood Hospitals
  • Mr. Harkaran Singh Sahni, Head- Service Excellence & Patient Experience, Apollo Hospitals Group
  • Mr. Gagandeep Singh, VP & Head – Customer Experience & Quality, Niva Bupa Health Insurance Co. Ltd.
  • Mr. Jayant Jain, Vice President- Marketing & Customer Services, Head Loyalty & Shopper Insights, Reliance Retail Ltd.

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

  • Mr. Tejas Kadakia, Co-Founder & Director, EasyRewardz (Moderator)
  • Mr. Subroto Geed, Chief Operating Officer, DIAGEO India
  • Mr. Dipu KV, Sr. President - Head Operations & Customer Service, Bajaj Allianz General Insurance Co. Ltd.
  • Ms. Priya Gilbile, COO, ManipalCigna Health Insurance Co. Ltd.
  • Ms. Padma Gupta, Director - Human Resources & Customer Experience, Hafele India Pvt. Ltd.
  • Mr. Manish Dewan, Executive Vice President & Head - Customer Services, SBI Cards

Parallel Tracks

TRACK A

TRACK B

12.00 pm - 1.00 pm
PANEL DISCUSSION

Theme: Revamp & Transform Your CX Marketing Strategies For The 'New Future'

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

Minimise
  • Mr. Kayzad Hiramanek, Customer Experience Practitioner (Moderator)
  • Mr. Chandan Chhabra, Head - Operations, MXP Media Pvt. Ltd.
  • Mr. Anand Sengupta, Director – Digital Technology, Carrier HVAC (South Asia Pacific)
  • Ms. Kamini Shahani, Senior VP-India Regional Head of Reinsurance Operations, Marsh McLennan
  • Mr. Akshay Tapase, Sr. Vice President - Digital Marketing, AU SMALL FINANCE BANK
  • Ms. Rupali Krishna, Director Head Digital Omnichannel MarTech - Digital Transformation, Marketing CoE, Dr. Reddy's Laboratories (Moderator)
  • Mr. Hardik Shah, Shopper Insights Lead, Mondelez International
  • Mr. Chetan Borkar, Country Manager - India & Sri Lanka, CM.com
  • Ms. Vandana Tanna, Regional Head, Freshworks
  • Mr. Ninad Raje, Director & CIO, HealthAssure
  • Mr. Satyen Shah, Vice President - Digital Solutions & IT, JSW Steel
  • Mr. Nazif Tejani, Lead - CRM Marketing, Bestseller India
1.00 pm - 1.45 pm
LUNCH & NETWORKING BREAK
1.45 pm - 2.45 pm
PANEL DISCUSSION

Theme: Synchronizing People, Process and Technology for a Successful and Consistent Omni-Channel Customer Experience

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

Minimise
  • Mr. Dilpreet Singh, Head - CRM, Loyalty & Customer Analytics, ITC Ltd. (Moderator)
  • Mr. Anindya Karmakar, Head - Strategy, Product, Operations & Customer Service, Aditya Birla Housing Finance Ltd.
  • Mr. Milind Khamkar, Group – CIO, Supermax Personal Care Pvt. Ltd.
  • Mr. Rakesh Gupta, Head - Customer Services, Panasonic Life Solutions India Pvt. Ltd.
  • Mr. Venkatesh Kidambi, Global Head Digital Marketing Platform & CRM, Kimberly-Clark India Pvt. Ltd.
  • Mr. Sikander Ahmed, Country Head, Voice & Virtual - India, Head Contact Centres, CH & B, Standard Chartered Global Business Services Pvt. Ltd. (Moderator)
  • Mr. Dhanraj Kamdar, Chief Executive Officer | Customer services, Mercedes-Benz Central Star
  • Ms. Archna Gupta, Group Head - Patient Experience, CK Birla Hospitals, India
  • Ms. Harmeet Kaur, Head - Customer Engagement-d2h, DishTV
  • Ms. Priyam Agarwal, Head - Customer Insights, Novozymes
2.45 pm - 3.45 pm
PANEL DISCUSSION

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

Theme: Captivate Customers in the Experience Economy - New Rulebook for Marketing Success

Minimise
  • Mr. CB Rajesh, Project Lead, Qdegrees Services (Moderator)
  • Mr. Rahul Vasu, Head - Loyalty, Analytics & CRM, Reliance Industries Ltd.
  • Mr. Soumonath Chatterjee, Director- Digital, Loyalty Customer Experience, India & South Asia, Accor
  • Mr. Metessh D Bhati, Senior Vice President & Head Internal Systems, Digital Innovation and API Banking, HDFC Bank
  • Mr. Pranshu Rastogi, Customer Experience Head, Jubilant FoodWorks Ltd.
  • Mr. Vishal Dhale, BFSI Practitioner
  • Mr. Hemant Jain, Sr. Executive VP & Head of Digital Business, Lokmat Media Pvt. Ltd. (Moderator)
  • Mr. Mohit Mathur, Vice President - Business Excellence & Customer Experience, Vedantu
  • Ms. Sapna Prabhakaran, Head - Marketing, Edelweiss Wealth Management
  • Ms. Vaishali Thakkar, GM - Centralised Customer Experience, Mahindra Holidays & Resorts India Ltd.
  • Mr. Dhawal Thaker, Head – Research & Media, HDFC Bank

Theme: Develop A Resilient Data & Analytics Strategy For An AI-Ready, Data-Centric Organization

  • Mr. Sudipta Ghosh, Partner - Data and Analytics Leader, Industrial Products Leader, PwC India (Moderator)
  • Mr. Rajgopal Nayak, Chief Technology Officer, Metro Brands Ltd.
  • Mr. Abhishek Saxena, VP – Data Sciences, Digital Banking, HDFC Bank
  • Mr. Ankush Gadi, Director – Data Management & Analytics, GIX, CRISIL Ltd.
  • Mr. Aalok R Pradhan, Director - Customer Success, CoinDCX
  • Mr. Himanshu Gupta, Head – BFSI, Qlik

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

  • Mr. Digamber Bahuguna, VP - Customer Excellence, Home Delivery Organization, Bharti Airtel Ltd. (Moderator)
  • Ms. Sita Kalluri, Associate Director - Digital Transformation, Cipla Ltd.
  • Mr. Dharmender Narang, Sr. Vice President & Chief Customer Experience Officer, IIFL Securities Ltd.
  • Mr. Sudhanshu Tripathi, VP & Head of Marketing, Sterlite Power Transmission Ltd.
  • Mr. Sanjay Shedge, Director TCS - India and COE- Emerging Markets, Diversey
  • Mr. Arindam Dey Sarkar, DGM - Service Excellence & Hospitality, Woodlands Multispeciality Hospital Ltd.

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