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Thursday, 27th February 2025

Mumbai

TURNING INSIGHTS INTO INNOVATION

Engage | Innovate | Elevate

Customer Experience has transcended from a supportive function to a strategic powerhouse driving product and service excellence. Ignoring the impact of CX is no longer an option; it's a critical differentiator in today's competitive landscape. Prioritizing CX is paramount for cultivating strong customer connections, leveraging them as invaluable assets for enhancing brand visibility and loyalty.

Today, organizations are preparing for the future by shifting from traditional CX approaches to prioritizing digital experiences and adapting alongside modern consumers. The integration of smart technologies, powered by AI and machine learning, enables brands to gain precise insights into customer behaviours and preferences, ensuring tailored and effective service delivery. The success of every business hinges on delivering seamless, omni-channel experiences that empower customers with information and support for informed decision- making.

Striking the right balance in meeting customer expectations presents a significant challenge. However, with a well-defined CX strategy and deep insights into customer needs, businesses can create impactful and memorable experiences that resonate.

At this summit, industry leaders from across India converge to explore and share innovative strategies for connecting and communicating with customers using state-of-the-art tools and technologies. 19th Edition CX Strategy Summit & Awards 2025 provides a platform to learn how to build trust, prioritize customer-centricity, and deliver personalized experiences that define success in the digital age.

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Featured Speakers

Simran Ramchandran
Simran Ramchandran

Head - CEX , Ecom & MarTech Platforms

Aditya Birla Group
Rajesh Kumar
Rajesh Kumar

Head CRM; Customer Experience, Service Quality and Customer Service

Tata Capital
Ashis Rout
Ashis Rout

Sr. Vice President Tech & Digital

HDFC Bank
Shammi Kapoor
Shammi Kapoor

SVP & Head Operations

Tata AIG General Insurance Company Limited
Mousumi Lahiri Roy
Mousumi Lahiri Roy

Vice President & Head Customer Experience & Insights

Aditya Birla Capital
Dipakshi Khaira
Dipakshi Khaira

Vice President & Head Customer First

Bajaj Allianz Life Insurance
Zeenat Mongal
Zeenat Mongal

Vice President – Customer Experience

ICICI Lombard
Dr. Biswajit Rath
Dr. Biswajit Rath

Head Analytics, CX & Digital Technology

Raymond Limited
Neharika Agarwal
Neharika Agarwal

Vice President & Head-Analytics & Distribution Strategy

Bharti AXA Life Insurance
Shiladitya Shyamal G
Shiladitya Shyamal G

Director Product & Innovation

Mastercard
Vaibhav Baweja
Vaibhav Baweja

Head of Digital Business

Bestseller India
Dr. Roy Kshemendra
Dr. Roy Kshemendra

Head of Communications & Customer Centricity Agency Business

Tata AIA Life Insurance
Tufail Ali
Tufail Ali

Head - Digital Acquisition and Capability Building

ICICI Prudential Life Insurance Company Limited
Nikhil Asopa
Nikhil Asopa

Head Of Customer Service

Tata Digital
Saurabh Baluja
Saurabh Baluja

Head - Digital Business (B2C/B2B/Omni)

Arvind Fashions Limited
Rani Archana Daniel
Rani Archana Daniel

Head - Customer Excellence

Tata Motors
Rakesh Gupta
Rakesh Gupta

Head- Customer Services and Customer Experience

Anchor by Panasonic
Narendra Motwani
Narendra Motwani

Head- E-commerce

Malabar Gold and Diamonds
Aseem Agrawal
Aseem Agrawal

Head of MarTech

Asian Paints
Jagannath Ojha
Jagannath Ojha

Head of Operations

Metro Brands Limited
Dhaivat Oza
Dhaivat Oza

Vice President - Service Assurance

Vodafone Idea Limited
Ranjit Ganguly
Ranjit Ganguly

Group Head Business Excellence

TATA Power
Gopal Krishnan
Gopal Krishnan

Vice President - Customer Experience & Retention

Star Union Dai-ichi Life Insurance Company Limited
Krish Goswami
Krish Goswami

Head of Strategy & Innovation

Aditya Birla Finance
Hari Shankar
Hari Shankar

Sr. Vice President- Customer Experience

Future Generali India Insurance Company Limited
Vijaybahu Joshi
Vijaybahu Joshi

Associate Vice President & Head of Experience Design

Jio Platforms Limited (JPL)

Who should Attend

Heads/ Directors/ CXO/ Vice Presidents in:

  • Customer Experience
  • Contact Centre
  • Customer Care
  • Innovation & Technology
  • Digital Channels
  • Customer Analytics
  • Customer Support
  • Customer Service
  • Customer Relations
  • Customer Operations
  • Service Delivery

Key themes to be Addressed

Evolution of CX in a Digital-First Era.

Charting a Customer-Centric Journey to Elevate CX

Fuel Growth with a Unified Customer Data Ecosystem

Next-Gen CX: Powered by Breakthrough Tech

Elevating Experiences with Data-Driven Insights

Age of AI: Revolutionizing CX with Generative AI

Creating Powerful and Differentiated CX

Quantifying Impact of CX: A Practical Framework

Power of Omnichannel Strategy: Finding the Equilibrium

Navigating Market Shifts through Hyper-Personalization

Redefining CX with frictionless engagement

Humanizing Digital Interactions: Delivering Customer Value at Scale

Surviving and Thriving in a Competitive Market: Enabling Innovation

Why you should Attend

The 19th Edition CX Strategy Summit & Awards 2025 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 can you learn what it takes to develop the greatest CX strategies?

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

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

Awards Categories

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Important Dates and Deadlines

  • Nominations for all categories are open from November 22nd, 2024.

  • Last day to submit the Nomination is February 20th, 2025, at 5:00 p.m. IST.

  • Winners will be announced, on February 24th, 2025, via email so relevant teams can be invited.

  • CX Awards will be distributed at 19th CX Strategy Summit & Awards 2025 on February 27th 2025 in Mumbai.

Pricing

1st Early Bird

Till 22nd November 2024

Conference Fees

INR 10,000 + Taxes

Award Nomination Fees

INR 10,000 + 5,000 + Taxes

2nd Early Bird

Till 22nd December 2024

Conference Fees

INR 12,500 + Taxes

Award Nomination Fees

INR 12,500 + 5,000 + Taxes

Standard Rate

Till 24th February 2025

Conference Fees

INR 15,000 + Taxes

Award Nomination Fees

INR 15,000 + 5,000 + Taxes

How Sponsoring this event will help you

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 positive, collaborative environment where they are open to new ideas. Attendees are always looking for exciting new partnering opportunities. Our events 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.

Media Highlights

Testimonials

Sudhakar Gowda

SVARAPPS Technologies

"Me attending the 19th Edition CX Strategy Summit & Awards 2025 was an insightful journey into the future of Customer Experience (CX). The exchange of innovative ideas and strategies with industry leaders left me inspired and better equipped to elevate CX practices in our organization."

Julie Frino

Shriram Finance Limited

Attending this Conference will help you to understand the Solutions, identifying the best practise used by their industries It will also help you to find a solution partner.

Siddhartha Banerjee

BSH Home Appliances India

Good Session to understand best practices of improving customer experiences

Arvind Singh

Worldline

Very insightful. Worth attending session as there are multiple take away. Very well organized & executed

Ashish Gosavi

Universal Sompo General Insurance

This is a great forum to understand how everyone is passionating taking steps to improve & provide a great experience to customers.

Rajendra Gadiyar

Quantum Asset Management Co Pvt Ltd

Excellent value addition out of box thinking, knowledge

Vijayaraghavan Krishnamurthy

iQuippo

Go for it! Superb event which was well organized and professionally executed

Ashish Gosavi

Universal Sompo General Insurance

This is a great forum to understand how everyone is passionating taking steps to improve & provide a great experience to customers.

Chandrasen Manjrekar,CFP

Quantum Asset Management

Very enlighten and enriching experience in terms & takeaway from this program. Great learning happiness programme throughout the day. All sessions were very useful for customer experience perspective.

Nilima Palav

CMA CGM

I am glad I attended this CX summit. I must say it was an excellent experience. The session was insightful and engaging and I learned a lot about the latest solutions in field of CX. The thought leaders who spoke at the event provided valuable direction and guidance, which I found extremely helpful overall. I would highly recommend the CX summit to stay up to date on the latest trends and developments in CX.