Current Situation

The current Covid - 19 pandemic situation has brought a new wave of change in consumer behavior, expectations and engagement needs. ​

With the future being unpredictable it has been a challenge for organization to use past tactics as they do not have the new set of insights in place. ​

With changes taking place every day, it is essential for organizations to cover new ground, but they need to adjust to the new normal in the shortest possible time.

What is needed?

Organizations need to build up on re connecting with their consumers through expanded digital initiatives by creating a brand which emotionally connects with their needs through tailor made strategies across all channels
Making sure they take advantage of new technologies in place to provide their customers with the best service & brand touch in place through digital transformation.

Why there is an urgent need to recreate your customer engagement strategies?

To create digital customer experience initiatives organizations, need to hurry up with digital transformation initiatives in the customer experience domain.

However according to a report only 12% of organizations in India are satisfied with their digital customer experience initiatives while the rest share that they do not have a Digital Customer Experience strategy in the first place to ever start

That is a critical challenge for them as they do not have context based insights to guide approach for reaching their goals.


Agenda for the Day

02:00 PM -​ 02:30 PM​

Paradigm shift in Customer experience with new normal

The COVID-19 pandemic has created some incredible challenges to our daily lives but ​ what will be the wider long-term impacts on consumer behavior and how will it impact ​ the change in customer experience. With this current world situation organizations will have to keep up and make sure that through digital transformation and strategic changes. This session will help executives to learn on what has changed what is that they need to do.

02:30 PM -​ 03:00 PM​

Key steps for creating the right team & career in Digital Customer Experience domain

Presentation Session - (30 Minutes – 20 Minutes PPT + 10 Mins Q&A) ​

Before organizations start implementing technology across various levels to facilitate customer experience & service initiatives it is highly essential that Chief Experience Officers & HR Leaders focus on the type of people they would like to have in their team because customer experience & service is a job which requires good communicating skills as well as patience. It is also essential that L&D as well as HR heads understand the importance of upskilling their current customer service team and helping them to successfully navigate their careers. ​

  1. Creating the right hiring strategy.​
  2. ​Upgrading Skills of Existing employees.
  3. Changing careers - How an Operations officer can makeshift to a chief customer experience officer.​​

03:00 PM -​ 04:00 PM​

Overcoming Business Challenges & Pain Points Around CX

Panel Session - 60 Minutes – 45 Minutes discussion + 15 Mins Q&A  ​

This discussion will help you link ROI to the hard work put into customer experience projects & identify the key measures which correlate to CX projects:

  • How the covid – 19 situation have left a lasting impact on Customer Experience domain​
  • Understanding the value of different customer segments
  • Customer experience ROI: step by step framework for measuring CX success​

04:00 PM -​ 04:45 PM​

Breakout Sessions​

Breakout Sessions - (45 Minutes each)  ​

Session 1:- Creating a culture of costumer centricity.​

  • Helping organization to drive pre & post sale to drive repeated business
  • Enhance customer loyalty programs​
  • Put customer satisfaction ahead of everything else​

Session 2:- Creating memories & not only transactions for customers through multichannel experiences.

  • Multichannel in the age of digital CX​
  • Three keyways of creating better channel experiences: relevant, convenience and socially connected​
  • Bring together mobile, instore and online technology, data and innovation​

Session 3:- Micro segmentation the critical way for better digital customer experiences

  • Customer segmentation vs. personalization​​
  • ​The four categories of segmentation: demographic, geographic, psychographic and behavioral​
  • ​Micro-segmentation: the best way to identify who your buyers are, how they behave, and what matters to them​


Ajay Nambiar

Head - Customer Experience

L&T Realty

Ankit Goenka

Head – Customer Experience

Bajaj Allianz General Insurance

Dilraj Singh Gandhi​

Chief Digital Officer​

Tractors & Farm Equipment Limited

Giridhar Vemuganti

Head- Customer Service Operations

Tata Cliq

Lavdeep Walia​

VP & Chief Marketing Officer​

MORE Retail Limited

Nitin Jain

Head - Customer Experience - India, Middle East & Africa

Mondelez International

Sankaran Venkataramanan

Sr. VP & Phone Banking Centre Head

Citi Bank

Shivangi Kamath

Head - Process Improvement & Quality Assurance

Tata AIG

Sunil Khosla

Chief Marketing Officer

AGS Transact Technologies Ltd.

Learning Outcomes

This session will take customer experience heads and executives through the following key need to know points.

How to create the right strategy for a Digital CX initiative​ ​
What are the skills required and whom to hire​
How Customer experience & Service executives can grow in their careers ​ ​
How do you make change organization wide by working with employees 
Mapping customer journeys & adding a human touch to your analytics​
Executing change through implementing new KPI's 
Learning the impact of Covid 19 on CX Domain​
Measuring ROI on Digital CX initiatives ​

Who will attend? ​

Directors, Chief executive officers, Heads & Senior managers from the following domain

Digital Customer Experience
Digital Strategy & Digital Transformation
Customer Service
L&D heads and HR Heads

Major Sectors Involved

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E- Commerce
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Pricing Details

1 Delegate

1000 + GST - Rs 1180/-

3 Delegate

2250 + GST - Rs 2655/-