Agenda
Theme: The Future of AI and the Impact to CX
- Mr. Adrian McDermott, Global CTO, Zendesk
10.30 am - 11.30 am
Opening Leadership Panel
Theme: Mega Trends Defining the Future 0f CX: Mapping out the Customer Journey of Tomorrow
- Mr. Gautam Srinivasan, Consulting Editor, CNBC TV18 (Moderator)
- Mr. Sunil Mathur, Exec. Vice President & Head - Analytics & Marketing, HDFC Bank Ltd.
- Mr. Joy Chakraborty, Chief Operating Officer, P D Hinduja Hospital
- Ms. Jyoti Arora, Head - Customer Experience, Borosil Ltd.
- Mr. Nikhil Asopa, Sr. Vice President & Head - Customer Service, Tata Neu
- Mr. Parag Lokhande, Exec. Vice President, Kotak Securities Ltd.
- Mr. Neeraj Bhalla, Group Vice President – Strategic Digital Projects (GTO), Mahindra Group
- Ms. Priya Gilbile, Chief Operating Officer, ManipalCigna Health Insurance Ltd.
- Mr. Yusuf Pachmariwala, Director – Operations, Hitachi Payment Services
Theme: Delight Customers with Smarter Conversations
- Mr. Prakash Bharath, Director, Freshworks (India & SAARC)
12.20 pm - 1.15 pm
Panel Discussion
Theme: Next level Personalisation: Power Data-Centric Personalisation Strategies Certain to Deliver Real & Long-Lasting Results
- Mr. KT Prasad, Vice President – Enterprise APJ, Zendesk (Moderator)
- Mr. Rajat Mathur, Head - Consumer Marketing & Innovations, Dabur India Ltd.
- Ms. Arti Saxena, Head - Marketing, India, World Gold Council
- Dr. Ashish Bajaj, Chief Marketing Officer, Narayana Health
- Mr. Akhil Duggal, Head - Customer Experience, Atomberg Technologies
- Mr. Sathish Krishnan, Head – CRM, redBus
2.00 pm - 2.50 pm
PANEL DISCUSSION
Theme:Defining how the Intersection of Technology & Customer Trends will Create the Future Winners of CX
- Mr. Kayzad Hiramanek, Chief Operating Officer, Edelweiss Tokio Life Insurance Pvt. Ltd. (Moderator)
- Mr. Punit Chahar, Head - Digital Marketing Asia, OLX Autos
- Ms. Satpreet Chelawat, Sr. Vice President – Customer Obsession & Transformation, Axis Bank Ltd.
- Mr. Varadharajan Ragunathan, Head - Monetization & Customer Engagement, Big Basket
- Mr. Anil Nandakumar, Global Head - Digital Marketing, Birla Carbon
- Mr. Aniruddha Mehta, Head - Information Technology, Prince Pipes & Fittings Ltd.
- Mr. Abhineet Sarkar, Innovation Leader - Digital Solutions, Tata AIA Life Insurance Ltd.
- Ms. Pooja Verma, Corp. Vice President - Customer Experience & Grievance Redressal Officer, Canara HSBC Life Insurance Ltd.
- Mr. Siddhartha Kaul, Head – Growth Market, Genesys India & SAARC
2.50 pm - 3.40 pm
PANEL DISCUSSION
Theme: Creating the Perception of Choice & Positive Brand Experience in a Digital Experience Economy
- Mr. Nitin Jagadish, Senior Director, Enterprise Business, Zendesk (Moderator)
- Mr. Akash Jaggi, Global Director - Customer Experience, Global Supply Chain, Schneider Electric
- Mr. Fareed Khan, Head - CRM, Titan Co. Ltd.
- Mr. Lakshman Velayutham, Chief Marketing Officer, Ujjivan Small Finance Bank Ltd.
- Mr. Chakravarthy NRKS, Project Manager, Financial Services, APME Region, HCL Tech Ltd.
- Ms. Surekha Desai, Sr. Vice President - Customer Operations, VOIS (Vodafone Intelligent Solutions)
- Mr. Rituparn Bakshi, Head - Quality, Process Excellence and CX, Omega Healthcare Management Services
- Mr. Vadiraj Aralappanavar, Vice President - Product Management, Acko
3.40 pm - 4.30 pm
PANEL DISCUSSION
Theme: Navigating CX in the Era of ‘The Conscientious Consumer’: Harnessing the Power of Social & Conscious Consumerism in Influencing Consumer and Meeting Expectations
- Mr. Kaushik Dey, Country Head, Voice & Virtual – Middle East, West Africa & Social Care, Standard Chartered Global Business Services Pvt. Ltd. (Moderator)
- Ms. Pooja Shetty, Head – Marketing & Communication, TempRite (South Asia), Lubrizol
- Mr. Jiteen Aggarwal, Head – Marketing, Hettich India Pvt. Ltd.
- Ms. Sneha Beriwal, Global Chief Marketing Officer, VAHDAM® India
- Mr. Kshitij Mathur, Group CRM Head, The Good Glamm Group
- Mr. Tejasvi Singh Kushwah, Sr. Vice President - Customer Success, Healthplix
- Ms. Sreemoyee Dastidar, Voice of Customer Lead, Philips
- Mr. Jayesh Sali, Head - Marketing- Fashion & Lifestyle, Reliance Retail Ltd.
- Mr. Devanshu Bhatia, Vice President – Marketing, The Oberoi Group
4.45 pm - 5.35 pm
Panel Discussion - Patient Experience Special
Theme: Navigating the Landscape: Eliminating Obstacles and Reducing Friction on the Path to Optimal PX
- Ms. Vani Garg, Founder, ConSoul LLP (Moderator)
- Mr. Arindam Dey Sarkar, Head - Service Excellence & Hospitality, Woodlands Multispeciality Hospital Ltd.
- Mr. Gaurav Loria, Group Chief Quality Officer & Head Operations, Apollo Hospitals Ltd.
- Mr. Prashant Mahankar, Managing Director, ORGlife Healthcare Pvt. Ltd.
- Mr. Akash Valia, Managing Director (Docon), API Holdings (Pharmeasy)
- Mr. Vaibhav Rao, EM Asia Director, Patient & Healthcare Experience Lead, Pfizer India
- Mr. Shashi Ranjan, Head – Customer Experience, Dr. Lal PathLabs Ltd.
5.35 pm - 6.30 pm
Fireside Chat - Future CX
Theme: What will the Customer Experience Journey look like in 2030
- Mr. Sandeep Prakash, Country Manager- India, MOBtexting (Moderator)
- Mr. Anubhav Mehrotra, Vice President - Human Resources & Customer Experience, Tata 1mg
- Mr. Ankit Goenka, Head - Customer Experience, Bajaj Allianz General Insurance Co. Ltd.
- Mr. Shridhar N. Upadhye, General Manager - Customer Experience, HomeLane
- Mr. Siddhartha Ghosh, Head - Customer Insight & Customer Experience, Dvara SmartGold
- Mr. Arpanarghya Saha, Chief Digital Officer, Nippon India Mutual Fund
- Mr. Puneet Malaviya, Head – Marketing, Ethnix by Raymond
- Mr. Biswajit Dutta, Head - Loyalty & CRM, Metro Brands Ltd.
- Mr. Fasih Abbas M, Sr. Director & Head – Customer Success, Cashfree
- Mr. Saurabh Kulshreshtha, Head - Customer Support, Tata AutoComp GY Batteries Pvt. Ltd.
Theme: Experience as a service using Genesys Cloud CX
- Mr. Raja Lakshmipathy, VP & Managing Director, Genesys - India & SAARC
10.30 am - 11.30 am
Opening Leadership Panel
Theme: Understanding the Multi-Generational Marketplace & Meeting the Ever-Changing Customer Expectations
- Mr. Rajesh CB, Co-Founder & Project Lead, Qdegrees (Moderator)
- Mr. Dharmarajan K, Chief Business Officer – Beauty, Tata CliQ
- Ms. Priyaah Sundaraam, Vice President - Customer Experience, Cleartrip
- Mr. Aditya Mittal, Business Head, Kellogg Company
- Ms. Priya Nadkarni, National Head – Marketing, CD Product, Alliances & Partnerships, Tata Capital Financial Services Ltd.
- Mr. Arjun Shah, Chief Marketing Officer, Setu Nutrition
- Ms. Sreemoyee Dastidar, Voice of Customer Lead, Philips
12.15 pm – 1.15 pm
Panel Discussion
Theme: CMO Dialogues: Keeping the Customer First - Reengineering the Digital Organization to Better Serve your Customers
- Mr. Vivek Charde, Chief Marketing & Experience Officer, Loylty Rewardz (Moderator)
- Mr. Ronak Sheth, Head - Marketing & Client Experiences, 360 ONE
- Ms. Medha Tawde, Country Head – Marketing & Business, Kone India
- Mr. Girish Ahuja, Head – Marketing, Hamilton Housewares Pvt. Ltd.
- Ms. Deepa Krishnan, Director - Marketing, Category, Loyalty & Digital, Tata Starbucks Pvt. Ltd.
- Mr. Deepak Saluja, Head – Marketing, ICICI Securities Ltd.
- Mr. Shrishail Deshnur, Chief Marketing Officer, Indira IVF Group
2.00 pm - 2.50 pm
Panel Discussion
Theme: Aligning Experience Design & Digital Customer Journey to Ensure Long-Term Success of your CX Projects
- Mr. Sudip Gupta, Director, PwC (Moderator)
- Mr. Dhaivat Oza, Vice President - Service Assurance, Vodafone Idea Ltd.
- Mr. Anish Chowdhary, Business Head - Retail Digital Business, Yes Bank Ltd.
- Mr. Sujay Ray, Head - Digital Marketing, L'Oréal
- Ms. Vaishali Thakkar, Head Customer Experience – VAS, TATA Croma
- Mr. Rajdeep Charan, Sr. General Manager - CRM & CX, Eureka Forbes Ltd.
- Mr. Prashant Sharma, Vice President - CX, Risk & Payments, Gameskraft
- Ms. Harmeet Kaur, Head - Customer Engagement (D2h), DishTV India Ltd.
2.50 pm - 3.40 pm
Panel Discussion
Theme: Agile CX TECH Stack - Implement Cutting Edge CX Tools to Accelerate Journey Improvements & Boost Value
- Mr. Ankush Gadi, Director - Business Intelligence & Sales Management, Franklin Templeton AM India (Moderator)
- Ms. Awita Badonia, Director – CSM, Alcatel Lucent
- Mr. Swagath Rath, Business Growth CoE Head, JSW Group
- Mr. Nazif Tejani, Lead - CRM Marketing, Bestseller India
- Mr. Subhojit Nayek, Head – Digital & Analytics, Piramal Pharma Solutions
- Mr. Ashish (Kumar) Bajpai, Vice President – Product, Loyalty & Retention, OYO Rooms
- Mr. Devendra Patil, Head – Customer Care & Business Excellence, Hafele India Pvt. Ltd.
3.40 pm - 4.30 pm
Panel Discussion
Theme: Reignite the Crucial Link Between Happy Employees & Happy Customers! Ingrain Customer-Centricity within your Internal Culture to Deliver Exceptional Customer Experiences
- Mr. Abhishek Gupta, Chief Marketing Officer, Edelweiss Tokio Life Insurance Co. Ltd. (Moderator)
- Ms. Kavita Harry, Head – OrgDev & Innovation, blinkX by JM Financial Ltd.
- Ms. Gnanavi Muthukana, Regional CX Business Lead, Freshworks
- Ms. Garima Jain, Head – Customer Experience & Engagement, Purplle.com
- Mr. Nilesh Borgharkar, Sr. Vice President - Customer Support & Service, Shaadi.com
- Ms. Anchal Mahajan, Head - Customer Experience, InsuranceDekho
- Mr. Sudeep Chawla, Vice President – Marketing & Services, Pidilite Industries Ltd.
- Mr. Supratik Sengupta, Head - Marketing (OTC), Lupin Ltd.
4.45 pm - 5.35 pm
Panel Discussion
What are Customers really Looking for Today? Keep Pace with Rapidly Changing Consumer Expectations to Consistently Deliver Tailored & Meaningful Experiences for your Consumer Base
- Ms. Piyali Chatterjee, Sr. Vice President – CX/UX Practice Lead, Hansa Research (Moderator)
- Mr. Krunal Desai, Director – Marketing, ZEE5
- Ms. Neelima Burra, Chief Strategy & Transformation Officer, Luminous Power Technologies (P) Ltd.
- Ms. Sumitra Patnaik, Associate Director - Customer Experience & Customer Service, OLX Group
- Ms. Anupama Reddy, Country Manager - Channel Services Delivery, HP Customer Support & Services Delivery Field & Channel -India Bangladesh & Srilanka
- Mr. Rahul Tandon, Chief Customer Service Officer, Ecom Express Ltd.
- Ms. Shruti Kedia Daga, Head – Marketing, Nasher Miles
5.35 pm - 6.30 pm
Closing Fireside Chat - What Next ?
Theme: The Next Level of Customer Experience: Being Unique, Relevant and Creating a Seamless Journey
- Mr. Ajay Nambiar, Chief Service Officer - M3M India Pvt. Ltd. | Chief Operating Officer – PYP India Pvt. Ltd. (Moderator)
- Ms. Manjula Singh, Vice President & Head - Customer Experience, Tata Housing Development Co. Ltd.
- Mr. Jay Parekh, Director – Customer Experience, SRL Ltd.
- Mr. Prashant Singh, Chief Growth Officer, Channelplay Ltd.
- Ms. Anita Nayyar, COO-Media, Branding & Communication, Patanjali Ayurved Ltd.
- Mr. Shubham Shukla, Head – Marketing (Retail), Haldiram Foods International Pvt. Ltd.