Reimagine Customer Experience

SMART CX 2^nd EDITION SUMMIT & AWARDS 2023

8:30 AM - 5:30 PM

Friday,

Radisson Blu Mumbai International Airport

AGENDA

8:30 AM

Registration & Morning Refreshments

9:15 AM

Opening Remarks By The Brainalytics

9:30 AM

Ice Breaker Session

9:40 AM

Keynote Address By Presenting Partner

9:50 AM

Keynote Address By Senior Industry Speaker

10:10 AM

Standalone Session 1 : By Axeno

10:40 AM

Panel Discussion 1: Architecting Customer Centric Brands

Session Focus :

How well has the industry adapted to innovative digital tools in an attempt to better understanding of customer needs?
Role of Robotic Process Automation in solidifying customer experience.
How have emerging technologies assisted in creating customer centric brands?
Gathering insights into how your contact centre
Responds to customers for smooth functioning. Measures taken by organizations to collect data touch points in order to create wholesome user experience via Omni channels.

Neetu Alisinghani

Head of Due Diligence - APAC and MEA

BNP Paribas CIB

Shilpa Mhatre

Head Consumer Technical Insights

Marico Ltd

11:20 AM

Networking Break

11:40 AM

Standalone Session 2: By Avaya Leadership

12:00 PM

Panel Discussion 2: Reshaping Customer 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

Hari Shankar Mishra

SVP CX

Future Generali India Insurance

Shweta Srivastava

Chief Customer Experience Officer

Tata CLiQ

Shantanu Garg

Vice President, Head - Consumer Insights, Engagement & CRM

Future Generali India Insurance

Sandeep Kushwaha

SVP & Head of Analytics

Aegon Life Insurance

Arnab Dutta

SVP – Product, Partnership & Marketing

Edelweiss Financial Services

12:40 PM

Standalone Session 3: Customer Centricity 3.0

Session Focus :

Defining customer centricity within different contexts and exploring its direct impact on business performance
Embedding customer-centric decision-making, behaviour, and capabilities into organisations
Measuring customer-centric progression and its link to quantifiable financial value creation

Brad Meehan

Managing Director

STRATIVITY

1:05 PM

Networking Lunch

2:05 PM

Standalone Session 4: Creating a CX centric organization - Design your service aligned with an organization

Session Focus :

Organization can create an impact with the best service design which focuses on internal processes and creation of unique impact in the customer’s mind, the best service design can be only created when it inline in your organization-centric and vision
Service design vs. Designing a Service
Develop a clear CX vision and strategy in your organization

2:25 PM

Panel Discussion 3: Unleashing the potential of Conversational AI in Future of CX

Session Focus :

Decoding the rise and rise of conversational AI.
How does AI / ML strengthen customer experience and helps achieve greater client satisfaction?
Scope of RPA, AI & Chat bots for achieving maximum customer satisfaction
Using AI and Machine Learning to personalize in era of data privacy
IPA powered by AI and ML Technologies, promises to revolutionize Financial services industry in the way it operates, maximizes efficiency by cutting costs and ensuring enhanced customer experience.

Abhijit Dey

VP - Product Head API Banking

Axis Bank

Neelakshi Shalla

Head Transformation & Customer Service

Bharti AXA Life insurance

Siddhartha Roy

Director - Product

Swiggy

Dharmender Narang

SVP - Chief Customer Experience Officer

IIFL

3:05 PM

Standalone Session 5: Best practices to accelerate marketing-led CX innovation

Session Focus :

Aligning marketing capabilities with CX initiatives.
Views on perspective on driving seamless customer operations
How do you get the best ROI from your CX Transformation?

3:25 PM

Networking High Tea

3:45 PM

Standalone Session

4:05 PM

Panel Discussion 4: Enhanced Customer Experience for Digitally Transformed Organizations

Session Focus :

Leaders being drivers of technological change & implementation in their respective sector
How customer centric leadership guarantees success
Upcoming Customer Experience trends in India’s Digital Transformation journey
Current roadmap and hurdles in achieving customer satisfaction
Future opportunities of betterment in financial services sector.
How have AI – ML, Automation, Cloud storage proved to be game changers in Digital CX ecosystem

Mahesh Agrawal

Head of Information Management

SBI General Insurance

Suraj Shetty

Head Customer Experience

RING

Neelabh Agarwal

Head Of Digital Transformation & Business

Reliance Retail

Jayant Jain

Vice President, Marketing & Customer Services, Head

Loyalty & Shopper Insights

4:45 PM

Opening Awards Ceremony

5:00 PM

Awards

5:30 PM

Closing Remarks Of Summit

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.

Key themes to be discussed :

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

The agenda will offer:

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