ABOUT CXELA"If you build a great experience, customers tell each other about it.
Word of mouth is very powerful." – Jeff Bezos, Founder - Amazon.

We live in an age where customers want a customer experience (CX) that is not only EFFORTLESS but also - controllable, emotional, continuous and individualized. As technology and new media continue to transform service, a company's ability to integrate communications and experiences across channels is essential in building brand reputation. We have progressed to an age where it is literally all about the customer. The digitalisation of everything has changed the customer experience management world and each organisation now needs to assess how this will impact their processes, services and products.

Gaining the in-depth knowledge about your customers is not something that happens overnight. It comes into fruition through insight from all customer touch points and channels across your entire organisation. It's about knowing your customers inside and out so that you can create and deliver personalised experiences that will boost loyalty and advocacy towards your brand; differentiating you from the fierce competition.

This event will provide you with the opportunity to learn and network with national and international industry leading Customer Experience experts to identify opportunities, take away key strategies and gain insights for successful customer experience management.

Main Themes will include, but not be limited to:

Maximising the importance of the Customer Voice

Embracing the Digital Revolution to Meet your Customer Needs

Changing your Culture and Processes to Achieve Customer Centricity

Achieving Seamless Integration to have a Holistic View of the Customer

The Conference will include:

Case Studies and best practice examples by some of the leading customer service professionals

Interactive discussions including expert led panels and roundtables

Presence of prospective providers

Incredible networking opportunities

Interactive workshops to help you work through the most pressing challenges and develop key strategies you can implement back on the job

Take aways

Proven and practical experience is guaranteed at the Conference. Valuable ideas and practices will be experienced first- case studies presented by executives. You will learn from national and international customer experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management through the contact centre.

What are CX Awards?

You're a customer experience guru. Now's the time to strut your stuff and get the recognition you deserve for all your hard work! The Customer Experience Awards is an exciting platform created to recognise and celebrate the organisations, teams and individuals who are achieving excellence in customer experience. A vehicle for sharing best practice, the Awards enable the organisations who enter to promote continuous improvement, learning and personal development. The Awards also recognize individuals that are exemplifying excellent customer experience and making an impact on the organization and its customers. From front-line employees to senior leaders, these awards showcase professionals from all backgrounds and industries who have successfully led or supported customer experience, voice of customer, or other initiatives in pursuit of specific customer experience goals within his or her organization on behalf of clients.


Hari Shankar Mishra Vice President Customer Service

Future Generali India Insurance Company Limited

Suraj .S. ShettyHead Of Customer Experience,
Learning & Development


Vaishakhi BharuchaFounder & Chief Executive Officer

Abacus Yellow

Piyali KonarPractice lead of CX South Asia



Loyalty Juggernaut Inc.

Vaishali ThakkarHead - Customer service

Praxis Home Retail Ltd.

Mala RajPartner

Strategic Caravan International

R. SridharPartner


Loveena KhatwaniHead Client Experience, Personal Wealth Advisory

Edelweiss Securities Limited

Laxman MurugappanCo-Founder

Academy of Customer Experience Consultancy

Vani DixitHead Customer Lifecycle Management (CLM)

ZEE5 India

Unnati ParekhVice President



The Award categories are divided into 3 sections. The Awards honour outstanding performance in a wide range of sub-categories. With in-depth categories which cover everything from internal communications to public relations, as well as a wide range of industries across business, the Awards explore the full range of the profession, and provides a comprehensive look at the most exceptional examples in CX. With such a scope, the Awards ensure that achievements in all fields are acknowledged.

    Organisational Categories
  • Best Customer Service in BPO Company
  • Best IVR Customer Care Service
  • Best IVR System
  • Customer Service Award for Best Service Industry
  • Best Customer Service in - Voice Process
  • Best Customer Contact Center
  • Best Customer Experience Company
  • Best Customer Service - Non Voice Process
  • Best Customer Service in Large Format Store
  • Best End-to-End Customer Solution
  • Best-in-class Quality Award for Customer Service
  • Best Customer Service Result
  • Best Help Desk Service
  • Best Customer Relationship Management
  • Best KYC Company
  • Best use of Social Media & Communication Strategy Award
  • Best in Customer Service Apparel Retailer
  • Customer Service Excellence Award in Automotive Industry
  • Excellence in Customer Service for Quick & Quality Consistent Food
  • Best in Customer Service - Third party (For clients)
  • Outstanding Customer Service Jewellery Retailer
  • Best in Customer Service Delivery in Footwear Retail
  • Best in Customer Service- Home Retailer
  • Best Company for Consumer Care Business
  • Best Customer Service Delivery by a Mall
  • Best Customer Service Team of the Year
  • Best in Customer Service - Food & Grocery
  • Customer Service Excellence in Speciality Retail
  • Best in Customer Service Excellence Award in e-Retail
  • Best Customer Service in Banking Sector
  • Best in Customer Service Excellence Award in Telecom Industry
  • Leading Spa Excellence through Customer Service
  • Best Customer Service in Fine Dine Restaurant
  • Outstanding Customer Service in Café Restaurant
  • Best Customer Service Project Solutions Provider
  • Excellence in Customer Service in Food & Beverages
  • Consistent Customer Service in Financial Service
  • Delivering Customer Service Excellence at Home
  • Supply Chain Excellence Award
  • Supply Chain Innovation Award
  • Best HR Services Provider
  • Best HR Practices
  • Customer Feedback Strategy Award
  • Best Application of Technology Award
  • Best Loyalty Solution Provider
  • Quality Customer Service Enabler of the Year
  • Best Logistics Provider
  • Best Customer Service in Logistics Company
  • Outstanding Business Services
  • Excellence in Customer Service in Healthcare Industry
  • Best use of Technology in Customer Service
    Individual Categories
  • Customer Service Leadership Award
  • Innovative Leader - Customer Service
  • Customer Service Professional of the Year
  • Best Customer Service Trainer
  • Outstanding Contribution in the Field of Customer Services
  • Women Leadership Award
  • CEO of the Year
  • COO of the Year
    Projects & Program
  • Best Customer Loyalty Program
  • Best Customer Service Plan
  • Best Customer Service Improvement Project
  • Best KYC Program




Venue & Hotel

Taj Lands End

Band Stand, Bandra (West), Mumbai - 400 050. INDIA

Telephone : +91 22 6668 1234

Fax : +91 22 6668 1338

Website : www.tajhotels.com

If you wish to stay at Taj Lands End, please send an Email to :

To : tlegroupreservation.bom@tajhotels.com

CC : rlb@funandjoyatwork.com



Co-Ordination Office :

401 - 403, Prime Plaza Building, S. V. Road,
Above TBZ Jeweller, Near Asha Parekh Hospital,
Santacruz (West), Mumbai - 400 054

Telephone : +91-2660 3124

Mobile : +91-98 673 11742

Website : www.c-x-e-l-a.org

Email : secretariat@c-x-e-l-a.org

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