Presents

2ND EDITION

FRIDAY, 14TH JULY 2023 08:30 AM TO 05:30 PM ( IST )

RADISSON BLU MUMBAI INTERNATIONAL AIRPORT

CONFERENCE OVERVIEW
The covid-19 pandemic triggered a sea-change in consumer lifestyles, attitudes, and expectations. More than two years of close,
data-driven observation are beginning to illuminate the patterns in the chaos that define the contemporary consumer and their
context.
Customer experience (CX) has always been the king of buzzwords, because we live in a customer-centric world. CX has evolved
to become one of the most important cogs in the wheel driving consumer acquisition, retention and long-term business success
for organizations operating across diverse domains.
Today’s consumers not just buy a product or service, but crave for an experience. Customer experience is one of the linchpins of
modern marketing. In the digital age and experience economy, creating lasting customer experiences is much more than sending
the voice of customer (VOC) surveys or setting up a loyalty program. It starts with focusing your business from a product-centric
to a customer-centric company.
Customer Experience which was earlier used to create differentiation, has now become a hygiene factor in a rapidly evolving
experience-led economy. Due to rapid technological advances and increased digital accessibility, CX has established itself as the
most important consideration when it comes to building meaningful relationships with the new digitally powered consumer and
delivering value.
Be the part of an amazing community of CX experts and professionals coming together to create an inspiring and valuable content
while real-time interaction and networking was of high energy. Our full day summit will unite CX visionaries ,Strategic Keynotes
and Guest Speakers at the forefront who would share thought provoking insights on harnessing the full power of CX to drive
business growth.

www.thebrainalytics.com Connect@thebrainalytics.com +91 7020744883

 Partners

Presenting Partner

Co - Presenting Partner Powered By Platinum Partner

Corporate Partner AI & ML Partner Exhibit Partner

Business Development Partners Media Partners

www.thebrainalytics.com Connect@thebrainalytics.com +91 7020744883

 CONFERENCE OVERVIEW
Friday, 14TH July 2023
8:30 AM TO 5:30 PM IST
Radisson Blu Mumbai International Airport

Key themes to be discussed : The agenda will offer:

Customer Experience (CX) Technology Trends to look out for in
2023 & Beyond
Changing Customer Journey and Channel Management
Data, Analytics and Insights in Customer Experience
Discover the Tools & Technologies That Will Spearhead you on
the Road for CX Success
Personalise CX Whilst Ensuring Data Protection
Customer Experience in the Age of AI
Conversational CX: The Future of Customer Communication
Strategic Keynotes and Guest Speakers at the forefront of
harnessing the full power of CX to drive business growth
Role-based sessions aligned to the priorities of CX, B2C
Marketing and Digital Leaders.
Innovative session formats to meet your learning style,
including analyst presentations, panel discussions, and more.
Marketplace opportunities to help you find the right solution
provider for your Customer Experience needs
Networking opportunities to help you expand your
community, meet with Forrester analysts, and connect with
peers facing similar challenges.

Why Attend?

New connections :Understand how your industry peers are managing uncertainty and keeping their people motivated
Business trends :Gain in-depth guidance from expert speakers on fine-tuning your customer experience and Stay current
with emerging business trends
New technologies : Understand the impact new technology can make and Be inspired by the distinguished leaders & their
thoughts at the forefront of their game
Get actionable advice on specific business challenges& get your most pressing questions answered
Understand the need for customer-centricity to compete in disruptive environments
Make the most of Virtual Networking which is the need of the hour

Sponsors benefit in Nutshell:

Gain preferential access to the senior executives in your target market and demonstrate your newest products to
generate Sales Lead
Meet decision makers face-to-face to leverage your product and brand building
Establish strong relationships and make proposals to potential customers
Demonstrate your expertise and product excellence to a large engaged audience.
Take the stage and educate your audience on how your company Solutions can drive their business forward
Unparalleled exposure for your brand and expertise at a premier Summit.

Who should attend?

Director, Vice President, AVP, Heads of

Customer Experience Head of Product Development
Customer Journey /Customer Relations Head of Digital/ Digital Transformation
Customer Operations Head of Consumer Insights & Analytics
Customer Engagement Digital Transformation
Contact Centre Heads Innovation & Technology

Sectors

Banks Insurance NBFC Financial

Services

FMGC E- Commerce Travel & Unicorns &

Tourism Startups

www.thebrainalytics.com connect@thebrainalytics.com
 Speakers

Ankur Mittal Dr. Sourav Datta Priya Deshmukh – Gilbile Shweta Srivastava Matthew Robinson Hari Shankar Mishra
CEO & Co-Founder Executive Director IT Chief Operating Officer Chief Customer Experience Vice President of Marketing APJ SVP CX
Axeno IDBI BANK ManipalCigna Health Insurance Officer Contentsquare Future Generali India
Tata CLiQ Insurance

Venkatraman Swaminathan Brad Meehan Sandeep Bhosle Monisha Voonna Siddhartha Roy Abhijit Dey
Consulting Solutions Engineer Managing Director CDO Director of Solutions Consulting Director - Product VP - Product Head
Avaya STRATIVITY JM Financial Asset APJ, Contentsquare Swiggy API Banking
Management Axis Bank

KV Dipu Ankur Ogra Anjana Rao Jayant Jain Dharmender Narang Shantanu Singh
Senior President - Head Operations VP & Head of Growth SVP & Head - Digital & Direct Sales Vice President, Marketing & SVP - Chief Customer Chief Technology Officer
& Customer Service Tata Play IndiaFirst Life Insurance Customer Services, Head Loyalty Experience Officer OneClick Technologies
Bajaj Allianz General Insurance & Shopper Insights IIFL

Rajneesh Mittal Nilesh Borgharkar Abhishek Gangwal Farooq Patel Sachin Shanbhag Nishant Verma
Country Head Sr. VP Customer Support & Service Vice President - Product Business Head - Vice President -Data Office Director of Information
ElectrifAi People Interactive Policybazaar.com CX and Sales Tata AIG General Insurance Technology
Fibe.India Big Basket

Suryaprakash Bajoria Vaibhav Joshi Neetu Alisinghani Sandeep Kushwaha Arnab Dutta Kanchan Kera
VP Digital Co-founder, CBO & Global Head Head of Due Diligence - SVP & Head of Analytics SVP – Product, Partnership Founder & CEO
Star Union Dai - ichi Life Ayekart Fintech APAC and MEA Aegon Life Insurance & Marketing Zykrr
Insurance Company BNP Paribas CIB Edelweiss Retail Finance Ltd

Sangram Singh Suraj Shetty Garima Sethi Shatrughan Singh Bhati Shantanu Garg Shilpa Mhatre
Head – Products Head Customer Experience, AVP Growth Head of Sales Management & Vice President, Head - Consumer Head - Consumer Technical
U GRO Capital Limited Learning and Development Zykrr Strategy Branch Banking Insights, Engagement & CRM Insights & Design
RING AU Small Finance Bank Limited Grasim Industries | Aditya Birla Marico Ltd
Group

Gaurav Bajaj Neelabh Agrawal Shruti Garg Preetam Biswas Tarun Khanna
Vice President Customer Care Head Of Digital Business Head- Client Experience and Head of Analytics Head - Digital
Dream11 Reliance Jewels Business Fulfillment Aditya Birla Health Insurance Business & Strategy
REA India Reliance General Insurance

www.thebrainalytics.com connect@thebrainalytics.com
CONFERENCE OVERVIEW
Friday, 14TH July 2023
8:30 AM TO 5:30 PM IST
Radisson Blu Mumbai International Airport

08:30 AM Registration & Morning Refreshments

10:40 AM Panel Discussion 1: Architecting Customer
Centric Brands
09:15 AM Opening Remarks By The Brainalytics
Session Focus :
09:30 AM Ice Breaker Session How well has the industry adapted to innovative
digital tools in an attempt to better understanding
of customer needs?
09:40 AM Why brands need to prioritise a great
digital experience Role of Robotic Process Automation in solidifying
customer experience.
Session Focus : How have emerging technologies assisted in
creating customer centric brands?
The digital experience metrics you should care about
Gathering insights into how your contact centre
and how to measure them
responds to customers for smooth functioning.
Why you need to prioritise providing frictionless
Measures taken by organizations to collect data
online experiences at every stage of the customer
touch points in order to create wholesome user
journey
experience via Omni channels.
How you can make quick decisions based on unique
behavioural insight MODERATOR
Kanchan Kera
Matthew Robinson
Founder & CEO
Vice President of Marketing
Zykrr
APJ at Contentsquare

PANELIST
09:50 AM Keynote Address Demystifying the new age
Neetu Alisinghani
of the CX Engagement
Head of Due Diligence - APAC and MEA
BNP Paribas CIB
Session Focus :
Shilpa Mhatre
Understanding The way people engage with
Head - Consumer Technical Insights & Design
technology, whether B2B or B2C. Marico Ltd
How can Technology Assist in Driving Outstanding
CX? Sachin Shanbhag
Vice President -Data Office
Innovative and disruptive strategies in CX Tata AIG General Insurance

KV Dipu Shatrughan Singh Bhati

Senior President – Head Operations & Customer Service Head of sales management Strategy
Bajaj Allianz General Insurance AU small Finance Bank

Jayant Jain
10:10 AM Standalone Session 1 : Unlocking the power Vice president ,Marketing & Customer services ,Head
of digital experience analytics loyalty & shopper Insights

Suraj Shetty
Our websites and apps are failing visitors by not Head Customer Experience
truly understanding their intent, their frustrations RING
and what makes them unique. This presentation
will showcase why every brand should rethink their Sandeep Bhosle
approach to understanding web and app visitor Chief Digital Officer
JM Financial Assets Management
behaviours.
How do you better prioritise your optimisation Vaibhav Joshi
roadmap? Co-founder, CBO & Global Head
Ayekart Fintech
How do you take action faster on behavioural
insights?
How can you free up more of your time to deliver the 11:20 AM Networking Break
best experiences possible?
Monisha will unpack the power of New Age Digital 11:40 AM Standalone Session 2: By Avaya Leadership
Experience Analytics with a live demonstration on
how you get the complete picture of user behaviours Venkatraman S
to answer the ‘how’ and ‘why’ of the users actions Consulting Solutions Engineer
Avaya
and many other insights.
Monisha Voonna
Panel Discussion 2: Reshaping Customer
Director of Solutions Consulting 12:00 PM
APJ at Contentsquare Experience Trends in 2023

Session Focus :
Managing Workflows and automation using latest
Customer Experience Tools.
Automation for Maintaining records of the
customers- Real-time analytics
What are the CX Benefits Driven by Intelligent Voice
Investments and Voice Bots
Offering personalized services via chat bots, voice
bots and IVR for maximum client retention.
Building the Intelligent Organizations with Advanced
AI and Data Analytics

www.thebrainalytics.com connect@thebrainalytics.com
CONFERENCE OVERVIEW
Friday, 14TH July 2023
8:30 AM TO 5:30 PM IST
Radisson Blu Mumbai International Airport

MODERATOR
Sandeep Kushwaha
SVP & Head of Analytics Panel Discussion 3:Unleashing the
Aegon Life Insurance
02:25 PM potential of Conversational AI in Future of
CX
PANELIST
Hari Shankar Mishra Session Focus :
SVP CX Various means to know your customer to the last bit
Future Generali India Insurance
How AI/ML can help in the entire process of
Shweta Srivastava understanding customers?
Chief Customer Experience Officer CX in the age of ChatGPT – what are the
Tata CLiQ
possibilities?
Shantanu Garg Do Chatbots lead to customer satisfaction?
Vice President, Head - Consumer Insights,
Engagement & CRM
How to navigate data privacy concerns while
Grasim Industries | Aditya Birla Group delivering exceptional customer satisfaction?
Arnab Dutta MODERATOR
SVP – Product, Partnership & Marketing
Edelweiss Retail Finance Ltd Rajneesh Mittal
Country Head
Farooq Patel ElectrifAi
Business Head - CX and Sales
Fibe.India PANELIST
Nilesh Borgharkar Abhijit Dey
Sr. VP Customer Support & Service VP - Product Head API Banking
People Interactive Axis Bank

Garima Sethi Siddhartha Roy

AVP Growth Director - Product
Zykrr Swiggy

Shruti Garg Dharmender Narang

Head- Client Experience and Business Fulfillment SVP - Chief Customer Experience Officer
REA India IIFL

Anjana Rao
12:40 PM Standalone Session 3: Customer Centricity 3.0 SVP & Head - Digital & Direct Sales
IndiaFirst Life
Session Focus :
Suryaprakash Bajoria
Defining customer centricity within different Head Digital
contexts and exploring its direct impact on business Star Union Dai - Ichi Life Insurance
performance
Abhishek Gangwal
Embedding customer-centric decision-making,
Vice President - Product
behaviour, and capabilities into organisations Policybazaar.com
Measuring customer-centric progression and its link
Nishant Verma
to quantifiable financial value creation
Director of Information Technology
Brad Meehan Big Basket
Managing Director Sangram Singh
STRATIVITY
Head – Products
U GRO Capital Limited
01:05 PM Networking Lunch
03:05 PM Standalone Session 5: Personalization and
Standalone Session 4: CX KYC: Know your Efficiency: How AI is Shaping the Future of
02:05 PM customer to the last bit to deliver exceptional Customer Experience
customer experience.
Shantanu Singh
Rajneesh Mittal Chief Technology Officer (CTO)
Country Head OneClick Technologies
ElectrifAi
03:30 PM Networking High Tea

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CONFERENCE OVERVIEW
Friday, 14TH July 2023
8:30 AM TO 5:30 PM IST
Radisson Blu Mumbai International Airport

Panel Discussion 4: Enhanced Customer Ankur Ogra

03:45 PM VP & Head of Growth
Experience for Digitally Transformed
Tata Play
Organizations
Neelabh Agarwal
Session Focus : Head Of Digital Business
Reliance Jewels
Leaders being drivers of technological change &
implementation in their respective sector Preetam Biswas
How customer centric leadership guarantees Head of Analytics
Aditya Birla Health Insurance
success
Upcoming Customer Experience trends in India’s Priya Deshmukh – Gilbile
Digital Transformation journey Chief Operating Officer
ManipalCigna Health Insurance
Current roadmap and hurdles in achieving customer
satisfaction Tarun Khanna
Future opportunities of betterment in financial Head - Digital Business & Strategy
Reliance General Insurance
services sector.
How have AI – ML, Automation, Cloud storage proved
to be game changers in Digital CX ecosystem 04:25 PM Standalone Session

MODERATOR 04:40 PM Opening Awards Ceremony

Ankur Mittal
CEO & Co-Founder
Axeno 05:00 PM Awards

PANELIST 05:30 PM Closing Remarks Of Summit

Dr Sourav Datta
Executive Director IT
IDBI BANK

Award Categories
INDIVIDUAL AWARDS

CEO OF THE MOST CUSTOMER MOST STRATEGIC CX

CENTRICE CEO CX PROFESSIONAL PERSONALITY
YEAR - CX OF THE YEAR OF THE YEAR OF THE YEAR

BEST CONTACT WOMEN IN BEST CUSTOMER BEST

CENTRE LEADER CX EXPERIENCE INNOVATER
OF THE YEAR TECHNOLOGY STRATEGY IN CX

CX LEADER WOMAN CX CX TECHNOLOGY CX DIGITAL

OF THE YEAR PROFESSIONAL LEADER LEADER
OF THE YEAR OF THE YEAR OF THE YEAR

MOST PROMISING MOST STRATEGIC CX BEST CUSTOMER CX PERSONALITY

CUSTOMER LEADER PROFESSIONAL SUCCESS OF THE YEAR
OF THE YEAR OF THE YEAR LEADER

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 CORPORATE AWARDS
FINTECH
BEST B2B INNOVATION BEST CUSTOMER
CUSTOMER EXCELLENCE
BEST CSR
CENTRIC CULTURE
EXPERIENCE OF THE INITIATIVE
IN NBFC
YEAR AWARD

BEST CUSTOMER BEST CX BEST CONTACT BEST CRM

CENTRIC CULTURE SOLUTION CENTER PLATFORM PLATFORM
IN BANK

BEST LOYALTY
BEST CUSTOMER BEST USE BEST USE
MANAGEMENT
PLATFORM SERVICE BPO OF RPA OF AI

BEST CONTACT BEST USE OF MOST INNOVATIVE

APP TO ENHANCE TECHNOLOGY BEST CONTACT
CENTER
CUSTOMER INITIATIVE CENTRE
TEAM OF THE YEAR
EXPERIENCE OF THE YEAR OF THE YEAR

BEST USE CX DRIVEN -DATA

CX TEAM MOST TRUSTED
OF DATA ANALYTICS
OF THE YEAR SERVICE PROVIDER
ANALYTICS TEAM OF THE YEAR FOR BFSI SECTOR

BEST USE OF BEST BEST BRAND BEST USE OF AI

OMNICHANNEL INNOVATION ASSOCIATION IN GREE
IN CX CAMPAIGN LOGISTICS

MOST INNOVATIVE BEST USE OF

GREEN LOGISTICS BEST USE OF CX TECHNOLOGY
CUSTOMER INSIGHTS IMPLEMENTATION
ORGANIZATION & FEEDBACK TECHNOLOGY
OF THE YEAR OF THE YEAR

BEST USE
OF APP
CX RISING STAR MOST STRATEGIC
TO ENHANCE
CUSTOMER OF THE YEAR MARKETING TEAM
EXPERIENCE OF THE YEAR

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