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
- 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
- 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
- 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
- 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
- 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
- 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.