27th May 2020 | Taj Lands End, Mumbai


Designing the right service model by mapping CX for optimized customer satisfaction

Designing - Mapping- Implementing

The race to own customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. The ultimate goal of every organization is to satisfy its customer’s needs. With the advancement in technology and the digital era, giving an enhanced customer experience has become even more complex. Organizations need to cope up with these changes in order to stay ahead of the game of giving exceptional customer experience every time.

Our Featured Speakers

Dhawal Thaker
Dhawal Thaker

Head of Consumer / Market Insights, Media Strategy - HDFC Bank

Sanjay Bhattacharjee
Sanjay Bhattacharjee

Head Customer Experience - Titan Company Limited

Dilpreet Singh
Dilpreet Singh

Head - CRM and Customer Analytics - The Oberoi Group

James M William
James M William

Head of Customer Experience - Kotak life insurance

Priya Subramani
Priya Subramani

Sr. Director, Customer Experience - Walmart eCommerce

Vaishali Thakkar

Chief Customer Experience and Service Delivery - Future Group

Fareed Ahmed Khan

Head - Unified Customer Service - Titan Company Limited

Varkey Joseph
Varkey Joseph

Head Centre of Excellence - Raymond Limited

Uddalak Chatterjee
Uddalak Chatterjee

Vice President and Head Customer Services - Bajaj Allianz Life Insurance Co. Ltd.

Jayant Jain
Jayant Jain

Vice President- Marketing & Customer Services, Head Loyalty & Shopper Insights - Reliance Retail Ltd.

Rohit Srivastava
Rohit Srivastava

National Head - Design & Strategy, Customer Experience Excellence - Vodafone Idea Limited

Manish Makhijani

Global Consumer Insights Director - Unilever

Harshit Desai
Harshit Desai

Head of CX - Aditya Birla finance limited

Ankit Goenka
Ankit Goenka

Head Of Customer Experience - Bajaj Allianz General Insurance Co. Ltd.

Javed KM
Javed KM

Head of Sales & Customer experience, Titan Eye plus (Group Manager, Titan) - TITAN Company Ltd.

Suzanne Pereira
Suzanne Pereira

Sr. Vice President Trade Relationships, Communications & Service Quality - Thomas Cook (India) Ltd.

Akhilesh Saxena
Akhilesh Saxena

VP-Global Service Delivery - Tata Com

Ravichandar Shankaramani
Ravichandar Shankaramani

Associate Vice President (Airport Operations & Customer Services) - IndiGo

Ravichandar Shankaramani
Prabhinder Grover

Director Global Customer Experience OTA - OYO

Praveen Madipati
Praveen Madipati

Head of Specifications & National Key Accounts Business - Waterproofing & Construction Chemicals - Asian Paints Limited

Kowshik Bhattacharjee
Kowshik Bhattacharjee

Group Head Customer Experience - Medcare Hospitals and Medical Center (United Arab Emirates)

who should attend

Heads/Directors/Managers/ Professionals in:

  • Customer Experience
  • Customer Analytics
  • Customer Centre
  • Customer Relation
  • Customer Support
  • Customer Care
  • Customer Technology
  • Customer Service
  • Service Delivery
  • Innovation & technology/Digital channel
Why you should Attend

As its tagline says "Designing the right service model by mapping CX for optimized customer satisfaction" The emergence of new channels, new customer behaviors, new design breakthroughs, new customer expectations and new sources of customer data offer opportunities to improve the CX and deliver sustainable competitive advantage. The Customer Experience Summit will take a fresh look on a very topical subject.

    Key topics will be discussed

  • How to understand your customer
  • Utilize customer data effectively
  • Best strategies to design your CX journey
  • Building a customer concentric culture
  • Realign skills to support CX
  • Grow revenue, drive customer
  • Shape customer experience for improved business outcome
  • Experience and lead digital innovation

It offers lots of discussions and tips about implementing customer-centric decision making and encouraging customer loyalty. It is a convention of CX pioneers and enthusiasts, seeking ways to delight customers at every touchpoint.

Key themes to be addressed, but not limited to:

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The world is innovating, new customer’s expectations, and changing technology - are you ready for it?
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What would be the strategies to implement for the enhancement of CX?
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Where are you placed on the CX maturity curve?
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Diving deep into the details of the customers' world
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What are the next steps for organizations at different stages?
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CX Optimization and future-ready CX leaders.
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You are not compared to your competitor, you are compared to every experience delivered ever
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Build a strong experience with customers
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Are the organizations looking at the right customer metrics for implementation?

Award Nomination Category

  • Best Customer Experience Award
  • CX Professional of the Year 2020
  • CX Team of the year 2020
  • CX Strategy of the Year 2020
  • Best Online and Offline Strategy
  • Best Application of Technology Award
  • Customer Focus Award
  • Customer Centric Organization of the Year 2020

Why to Sponsor

Partnering for CX excellence summit and awards 2020 will enable your organization to brand and promote the business offerings in unique way to Differentiated Audience Group. Conference Attendees: Head of Customer Experience, Customer Service, Customer Loyalty, Customer Operations, who are keen to stay updated with Changing Disruptive World to sustain in the VUCA Times. Ways in which you can showcase your Brand:

1.Where you will get a chance to meet the senior professionals of CX from across Industry?
2.Where you get to know what are the requirements of laying down the best CX strategies?
3. Where you will get to know about the trending technologies and measuring tools in CX audience is looking for?