Empowering CX in India: Driving Growth and Efficiency for Global Brands through CX Innovation

Harshavardhan Chauhaan, VP, Chief Marketing & Omnichannel Officer, Spencer’s Retail & Nature’s Basket, stated that “Consumer Centricity is the only constant strategic business lever for success across industries. The Right CX strategy emanates from being consumer-centric first before anything else.”

One of the summit’s most prominent discussions was the panel on ‘Quantifying the Intangible: Linking Customer Experience to Value’. In this panel, the speakers highlighted the challenges faced by companies in improving customer experience. They discussed how many companies aspire to transform their customer experience but struggle to measure the economic impact of such changes, leading to uncertain results. Also, they highlighted how companies can ensure that their customer experience programs yield a positive return on investment. The speakers emphasized the need to establish a link between customer experience and value.

The speakers of this panel discussion included Golok Kumar Simli, Principal Advisor & CTO, Ministry of External Affairs; Akash Jaggi, Global Director, Customer Delivery Experience & Digital Transformation, Schneider Electric; Suhail Ghai, Chief Digital & Information Officer, Max Life Insurance; Aashish Chandra, Chief Digital & Technology Officer, The Body Shop; Yash Sultania, Co-founder & CEO, Survey2Connect and moderated by Ajay Nambiar, COO & Chief Service Officer, PYP, M3M.

Rahul Tandon, Chief Customer Service Officer, Ecom Express Limited, was part of a panel discussion on the topic ‘Amplifying Total Experience (TX): Unleashing the Power of Emerging Technology.’

He was joined by Samuel Gier, Customer Experience Lead – India, Nothing; Ashish Shukla, Head of Customer Experience, Flipkart; Pranashu Rastogi, Head of Customer Experience, Jubilant FoodWorks, Joe Emmanuel; Vice President of Products, Global Business Development and Presales, Route Mobile Limited. This panel discussion was moderated by Dilpreet Singh, Head – CRM, Loyalty & Customer Analytics, ITC Limited. 

The World CX Summit – India also included Tech Talks from Brian Bischoff, General Manager and SVP – Genesys; Kushagra Goswami, Sr Advisory Solution Consultant, ServiceNow; Harshni Sreedhar, Director of Strategic Partnerships, APAC & MEA, Uniphore; Sameer Narkar, Founder and CEO, Konnect Insights; Shyam Krishnan, VP – Customer Experience, Exotel; Saurabh Chandre, AVP and Head – Sales – CX, (India, APAC and MECAA), Tata Communications; Pooja Ujwal T Makhija, Executive Director and Co-Founder, Phonon Communications Pvt Ltd.; to name a few.

“As companies continue to prioritize customer-centric approaches, the recent World CX Summit – India facilitated a forum for industry leaders to share their valuable perspectives on enhancing customer experience.” Stated Naveen Bharadwaj, Group CEO, Trescon. He further added, “Trescon takes pride in hosting such an event that brought together prominent industry experts and thought leaders to discuss the latest trends and best practices in CX. We believe that the insights shared at the summit will enable Indian businesses to augment their customer experience programs, leading to better business outcomes.”

The exhibition area was equally captivating, teeming with a plethora of pioneering CX solution providers showcasing their latest products and services, ranging from chatbots to analytics tools.

World CX Summit – India was partnered by: 

Gold Partners:

• Tata Communications Limited / Genesys
• ServiceNow
• Uniphore

Silver Partners:

• Exotel
• Route Mobile
• Konnect Insights
• Phonon Communications
• Saarthi.ai
• Survey2Connect

Bronze Partners:

• Kaleyra
• Sitecore / Vertis Digital

Exhibitors:                               

• CM.com
• Jabra
• Rezo.ai

Communications Partner:

• MOBtexting

Visiting Partner:

• EbixCash Global Services

Official Media Partner:

• Business Standard

About World CX Summit – India:

World CX Summit is a thought-leadership-driven, business-focused, global series of events that takes place at strategic locations across the world.

The Summit features exciting keynotes, enterprise use cases, product showcases, panel discussions and tech talks to discuss the trends and challenges in technology implementations that will eventually determine the future of Customer Experience and its applications.

World CX Summit is connecting global CX experts and technology providers with pre-qualified CEOs, Heads of CX, Chief Digital Officers, CIOs, CMOs, Chief Innovation Officers, Chief Technology Officers, Heads of Digital Transformation, Heads of Product Development — all under one roof.

About Trescon:

Trescon is a global business events and consulting firm that provides a wide range of business services to a diversified client base. Trescon is founded and managed by a group of specialists with more than 10 decades of combined expertise in successfully developing business events, training, and consulting for corporates, governments, associations, and high-net-worth individuals across the world. With a deep understanding of the realities and requirements of the growth markets we operate in – we strive to deliver innovative and high-quality business platforms for our clients.

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