Thursday, 23rd March 2023

ITC Maratha, Mumbai

Building Next Gen Customer Experience at Scale

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Understand - Implement - Deliver

Organizations are indeed getting ready for the future by looking beyond conventional CX methods, to place digital experiences first and evolving along with their modern consumers. The pandemic has pushed consumers towards digital channels & has significantly increased customer expectations.

With digital transformation and interaction becoming a norm, there has been an increase in the usage of smart technologies to assist customers with AI and machine learning enabling brands to gain a more accurate understanding of its customers to serve them effectively.

The success of every business today majorly depends on the experience it provides to its customers. Customers today expect seamless, omni-channel service which provide them with necessary information and support to make informed decisions.

This exclusive conference will bring in the best minds across India to share and explore new innovative ways to connect & communicate with your customers with new age tools & technologies, building trust while putting the customer first and ensuring personalised experience in the digital age.

Featured Speakers

Zeenat Mongal

Zeenat Mongal

Customer Experience

ICICI Lombard

Ravi Badve

Ravi Badve

Director -
Customer Delivery


Manisha Puri

Manisha Puri

Vice President -
Customer Experience Head

Aditya Birla Health
Insurance Company

Ratna Joshi

Ratna Joshi

General Manager, -
Customer Excellence

Tata Motors

Dinesh Dua

Dinesh Dua

SVP & Head - Experience
& Service: Merchant
Services, POS, PG, Ecom


Satpreet Chelawat

Satpreet Chelawat

Senior Vice President
& Head Customer Obsession

Axis Bank

Neelakshi Shalla

Neelakshi Shalla

Head Transformation
Program and Customer

Bharti Axa Life Insurance

Shivangi Kamath

Shivangi Kamath

Head of Process
Excellence & Process

Bajaj Allianz Life

Dhyanendra Bhangre

Bhangre Dhyanendra

Head of Technology
(Digital) - Customer

Mahindra & Mahindra Ltd

Arun Ramachandran

Arun Ramachandran

VP- Planning-Customer
Value Management

Vodafone idea

Prakash Dadlani

Prakash Dadlani

Sr. Vice President -
Customer Centricity

Aditya Birla Group

Tehsin Laxmidhar

Tehsin Laxmidhar

Head of Customer Service

Edelweiss General Insurance Company

Bhagwan Balani

Bhagwan Balani

General Manager

ITC Hotels

Anupam Srivastava

Anupam Srivastava

Chief Member Experience & Business Excellence

Mahindra Holidays & Resorts India Limited

Santosh Kevlani

Santosh Kevlani

Head of Monetization,
Customer Experience,
Contact Center, Payment Partnerships & Alliances


Rajesh Kumar

Rajesh Kumar

Head CRM; Customer
Experience, Service Quality
and Customer Service

Tata Capital

Who should Attend

Heads/Directors/ CXO/Vice Presidents in:

Customer Experience

Customer Analytics

Contact Centre

Customer Operations

Customer Relations

Customer Support

Customer Care

Customer Service

Service Delivery

Innovation & Technology/ Digital Channels

Key themes to be Addressed

Immaculate CX practices for the next decade.

Technology and CX: Designing your CX strategy with Analytics

Transforming the Customer Experience AI and ML.

CX Now: Time to transform your B2B Customer Experience

CX Starts with EX: Building Experiences that matter

Demonstrate commercial value of the ROI in CX

Strengthening Internal Communication for Next Gen Experience

Strategic Insight-Managing Customer Expectations to Survive or Thrive

Creating a Customer Centric Culture in your organization.

Innovation & Technology/ Digital Channels

Customer Truth to Action: Utilize VOC and consumer analytics to enhance your customer experience.

Innovation is the Future - The Key to innovate and upgrade your Customer Experience.

Why you should Attend

The 12th Edition CX Strategy Summit & Awards 2023 will feature case studies, thought leader sessions, panel discussions, and more to examine the best techniques for improving customer experience. This event will serve as a roadmap for you to create and provide a consistent client experience.

Where else will you get the opportunity to meet senior CX professionals from around the industry?

Where else will you be able to compare best practices and have an open discussion about your problems?

Where else can you learn what it takes to develop the greatest CX strategies?

Where else can you learn about the latest CX technology and measurement tools?

Awards Categories

CX Strategy Of The Year

CX Personality Of The Year

Digital Experience Strategy Of The Year

CX Technology Implementation Of The Year

CX Vendor Excellence Award

Seamless Omni-channel Experience Strategy

Best Contact Centre Experience

Customer Experience Team Of The Year

CX Leader Of The Year

How Sponsoring this event will help you

  • Learn from the industry

    Know what the industry needs today: Know from the key decision makers what are the real trends and major challenges in CX industry they are facing, what are the apt solutions they are looking for etc. Know how your services will benefit them.

  • Network and interact directly with your potential customers. This would help you identify if the customer is actually in the need of the solution, what are his major challenges, what is his budget for the same, what are the other options he is looking for in the market.

  • The event is attended by the most senior-level decision makers, connecting with them in a collaborative environment by showcasing your services either by exhibiting or taking part in the programme, increases your chances of building strong sales pipeline and potential clients.

  • Showcasing your company at event attended by top head establishes your company, in the eyes of your prospects and your existing clients.

  • Target your best prospects in a pos1itive, collaborative environment where they are open to new ideas. Attendees are always looking for exciting new partnering opportunities. Our webinars offer you an ideal opportunity to make contact and future business.

  • Schedule 1:1 meetings with executives who hold budget and are specifically interested in your solutions.


Manish Gadodia,

EPACK Polymers (P) Limited

It was nice to be the guest in the conference and good learning on CX for me.

Bharat Malik,

Micromax Informatics Ltd

Thanks for inviting me to wonderful gathering of Service fertility who discussed importance of CX. Event was well organized and venue was good.

Ajay Vir,

Delta Electronics India Pvt. Ltd

Thanks for wonderfully organized event and inviting us to be a part of this. It was a platform where cumulative industry experience was available for learning

Ritika Singh,

Sannam S4 Group

It was indeed a very good experience where we heard different perspectives on how CX can and is defined.


1st Early Bird

15th December 2022

  • Registration Fees

₹10,000/- + Taxes

Register now >
  • Award Nomination Fees

₹10,000/- + 5,000/- + Taxes

Nominate now >

Standard Rate

  • Registration Fees

₹15,000/- + Taxes

Register now >
  • Award Nomination Fees

₹15,000/- + 5,000/- + Taxes

Nominate now >