SPEAKERS 2017

Sudipto Ghosh

Sudipto Ghosh works as Executive Director, Service (India and South Asia) , Lenovo India since 2012. He is member of India Leadership Team of Lenovo India and also Service Leadership Team of Lenovo Asia Pacific. His prior experience includes Acer India , HP (Erstwhile Compaq India) , Pertech Computers Limited , MECON and NTPC. He started his career as Graduate Trainee in Tata Steel in the year 1981.

Sudipto is B. Tech Degree in Electronics & Communication Engineering from BIT, Ranchi and MBA in Technology Management from Indian Institute of Technology, Delhi. Sudipto also holds Executive Belt Certification of Lenovo's Lean Six Sigma His work experience is in the areas of developing strategy and executing plan for the overall service operation. Areas of expertise include developing service network both insource and outsource, world class contact center, state of art repair center, spare parts warehousing and logistics, key account management and service sales, Innovative Customer Experience Initiatives , Launch of Smart Services viz, Speech Analytics through Big Data, Internet of Things, App based service, e service, etc.

Special Achievements and Recognitions:

1. Honorary Member in the Advisory Board of The Service Council™, Boston, USA since July 2011. The Service Council is a global community of Services Executives. The mission of The Service CouncilTM is to provide a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders.

2. Successfully planned and seamlessly implemented the major service transformation from IBM services to Lenovo Service Platform during April 2013 within a year of joining Lenovo India.

3. Under his leadership, Lenovo India has received Golden Peacock Awards 2014 & 2015 for service innovation and business transformation.

4. Under his leadership Acer India has been awarded Most Customer Responsive Company in IT Hardware Category conferred by Avaya Global in 2008. Ernst & Young co-partnered with Times Group of Media conducted survey amongst 65,000 customers.

5. Recipient of the 'Best Competitiveness Strategy Award' instituted by Stan Shih, Founder of Acer Inc., for implementing cost effective service strategies and initiatives.

6. Have been invited as guest speaker on service excellence in national and international conferences and seminars conducted by CII, DHL Global, IQPC, RLA, Indian Institute of Foreign Trade, Indian School of Business & Media, etc.

7. Implemented ISO 9002 for service for PCL thereby achieving a unique distinction for PCL in becoming the first IT Company of India to have ISO 9002 Certification for Service in May 1996.

Work style and passion:

Sudipto is strategic and thought leader. He has collaborate approach. He walks the talk though transparent and inspired leadership. Customer Service is his passion. He likes reading books and enjoys watching Bollywood Movies.

Details of past experience:

Acer India Pvt. Ltd: August 1999 to May 22, 2012: Joined during August , 1999 when Acer was incorporated in India. Build the entire service set up of Acer India from concept to implementation

Compaq India - October 1997 to August 1999. Was responsible for service business development and service marketing. Launched new portfolio of IT services for different market segments, service programs for service partners and collaborative support programs for industry partners. Launched Care Paq in India which has now become synonymous for extended warranty.

Pertech Computers Limited - October 1988 to September 1997. Responsible for setting up both direct and channel service operation at PCL. Implemented various service initiatives like Tele-support centers, Select Care service marketing, etc as a core team member of PCL – Dell alliance team.

Public Sector Organizations - MECON and NTPC - July 1885 to September 1988. Was responsible for design and implementation of IT infrastructure.

Tata Steel - July 1981 to June 1985 - Started my career as Graduate Trainee. After the completion of training program, I was responsible for in-house maintenance of Burroughs mainframe computers.

Anand Prakash

An IT professional ( BE from IIT Roorkee ),having 30+ years of experience which includes,

Quality-Strategy, Policy, Definition, Deployment & Improvement, in the domain of Managed Infrastructure/Application Services, Application Development/ Maintenance, Cloud services Distribution, Education, Sales & Solution Assurance, along with enabling Functions like Human resource, Purchase, Facilities, Finance etc.

Computer manufacturing/Outsourced contract manufacturing, System Testing. (Both for Domestic & Export market)

Plant set up, Marketing, Technology Transfer & Project mobilization.

computer hardware Research & Development.

Professional Certifications :
Certified trainer for ' 5 Choices to Extraordinary Productivity 'by Franklin Covey
Certified Black Belt in Six Sigma methodology
Certified Facilitator for Lean tenets
Trained in De Bono's 6 thinking Hats Method
Certified on KT method of Problem solving
Lead Auditor for ISO 9K, ISO 20K & auditor for ISO27K & TL 9K
Trained Assessor for CMMI version 1.2 (Trained ATM in CMMI SCAMPI methodology)
ITIL V3 foundation certified and ITIL Master trained
Service Champion & trained in Ron Kaufmanns's Service Excellence model
Trained on Shipley framework for Proposal Quality Improvement
Innovation evangelist & Trained on managing ambiguity

Currently playing the role of Chief Quality officer for HCL Infosystems .Leading the corporate quality function in visioning, strategy, management system, improvement, culture building and competency development areas. It also includes measurement & improvement of customer satisfaction(CSAT) /customer advocacy levels(NPS) as well as customer escalation management

Avinash Jhangiani

Avinash Jhangiani is Chief Innovation Officer at Omnicom Media Group India that has recently been awarded a citation of top 50 "most innovative companies" by the World Innovation Congress. Avinash currently heads a strategic consulting unit for Innovations that hacks growth using new and emerging technologies for brand and business benefit across areas of customer experience, sales & operations, and new business models.

Avinash is on IMPACT's Digital Power 100 list of most influential icons in India. He is a trend spotter, digital transformer and marketing technologist with 17 years of global digital strategy and technology consulting experience with firms such as Deloitte Consulting in the US. As Digital head, his relentless focus on innovation for clients at Omnicom resulted in record-breaking number of awards in the past 3 years – more than 100 digital and mobile awards (local, regional and international), along with 4 Lions at the prestigious CANNES festival.

Prior to OMG, Avinash led IT & Digital transformation at Reliance MediaWorks as Chief Information Officer during which he was selected as Finalist for the IDG's CIO 100 awards. Jhangiani loves to counsel gen Y on their careers and enjoys watching the world through the eyes of his 8-year old digital native.

Dharmarajan K

Dharma is a results proven business leader with over 17 years of experience in senior leadership roles with expertise in Customer Experience Management, Start-ups, Large Operations Management, CRM Product, Green-Field Setup and Risk Management, across multiple sectors - Retail (e-com), Telecom and Financial Services.

Deepak Sharma

Deepak is a Senior Leader managing Responsible, Safe & Sustainable Supply Chain. He has experience across diverse industries, both Multinationals and Indian Businesses and Successfully envisioned and led Multi-Country & large scale Supply Chain and Logistics transformations. He Demonstrated transformative leadership qualities and the ability to visualize, conceptualize and implement competitive strategic outcomes. In all his professional assignments, he not only accomplished the company's expectations, but always set new industry benchmarks through innovations. He is recognized globally as industry expert, mentor and thought leader and one of the most viewed SCM professional on Linked In.

At Social front, he has been Role Model for many volunteers wherein within span of one year of joining the this field he was awarded as Best President and Best Club in Rotary World for rendering relentless social services and enumerative Projects in Contribution towards Community.

Educational Qualifications and Global Professional Courses :
• Leadership Excellence Program - Harvard Business School
• Global Leadership Program – Multi Country Program ( USA, Europe and India ) - MESA Research group and School of inspired Leadership (SOIL)
• Finance Management, Indian Institute of Management, Bangalore
• B. Tech in Mechanical Engineering - KNIT, Sultanpur
• Gemba Kaizen , JMAM Japan
• Business Process Re-Engineering, JMAM Japan
• Certified Six Sigma Green Belt – General Electric, US
• Certified Lead Assessor in ISO 9000 Quality Systems , BSI UK
• Certified Supplier's Due Diligence Auditor, GE India

Kinjal Shah

Kinjal Shah, with over 14 years of book retailing experience, has an in-depth understanding of both Indian as well as International retailing environment. Mr. Kinjal Shah has been the Chief Executive Officer of Crossword Bookstores Limited since May 2014. He is instrumental to not just grow this business in difficult times but steer the company towards innovation by introducing new Categories, launching its own innovative publishing program, launching its own Private brand "YELLO", to name a few. Crossword through it donation drive Mission Million Books have donated 2.5 lacs books in 2016 and plan to reach more than a million books in 2017.

Having served as the Chief Operating Officer before being elevated to the position, Mr. Shah is responsible for developing the business, ensuring world class service, building in new strategies and driving innovation in a very challenging business. Recently Mr. Kinjal Shah has been awarded the Most Talented Retail professional retailer of the Year 2015 by Asia Retail Congress. During his tenure over the last 13 years, Crossword Bookstores has grown from strength to strength under his leadership. Under his guidance, Crossword has won numerous awards and accolades, the most recent being 'Best Book Retailer' Winner of the prestigious - Indian Retail Awards 2014 and National Award for Marketing Excellence in Retail Sector in 2015 & 2016

Kinjal's entrepreneurial approach to business, credits his passion to whatever he has achieved till now. He believes that Book Retail, being a content-driven business, cannot be managed like a commodity business, and it is important to have a realistic view of the business and not work on the basis of superficial data of target audience, market size and their implied business potential. He also believes that relationships with partners are crucial for the long term success of an organization. Customer is really the King/Queen as he knows everything about the product. Thus, it follows, that the Staff at the store must be the forefront of any company strategy.

Crossword is India's leading bookstore chain, which has pioneered the lifestyle bookstore concept in India. With 93 stores across the country, it is India's fastest growing chain of bookstores.

Lingesh Babu

Lingesh Babu an Horological Engineer with MBA in marketing management has over 3 decades of experience in After Sales Service, has worked in many leading watch companies at different levels, different locations and is currently working in Titan Company Limited, part of TATA enterprise, as Head – Customer Service, Watches and Accessories Division.

Lingesh started his career in Titan in 1987 as Service Officer based at Kolkata handling Eastern Region. In early years Titan when company was facing market leaders brands like HMT, Allwyn & Mechanical watches dominant market, as against Quartz watches (perceived as use and throw) offered by Titan. Lingesh with his Horological engineering background was able to make a significant difference through technical connect on the product front and consumer focused resolutions in After Sales Service interactions.

After 3 years of successful stint Kolkata, he then moved to Bangalore to handle After Sales Service responsibility of South Region, before moving to Corporate Office in 1993 to handle National role in After Sales Service.

At Corporate Office Lingesh was able to connect well with changing needs of the company on After Sales Service by being part of the corporate group which initiated "Titan CARE" concept with whole lot of customer centric initiatives. Today Titan has over 700 Titan CARE centers across the country providing exemplary service to millions in After Sales Service interactions every year. Lingesh was part of many service innovations in early 90's in After Sales Service viz.

1. Design and development of Watch Care Center network
2. Design and development of Sonnet (Service on Net) a web portal, connecting all Titan care Centers to understand product and service performance
3. Design and development of TOPS (Titan online parts system) to provide seamless parts supplies at retailers door step through distributors to help provide exemplary service to its consumers across the network

Recognizing Lingesh's contribution in After Sales Service, Titan had given Lingesh an opportunity to Head the Corporate Sales Function (B2B vertical, for all products of Titan Company Limited viz. Watches, Jewelry and Eyewear products) which saw almost 3 folds increase in turnover during Lingesh's tenure in this role as "Head – Corporate Sales", for 5 years from 2007 – 2012.

Moving on, Lingesh took the next challenge of moving to international terrain to head the Titan sourcing operations at Hong Kong, as Head – Sourcing and made significant difference to the vendor community and company in this role as well in his stint for 2 years period.

In May 2014, he was offered the position of "Head – Customer Service", where he joined as service officer!!!

In Feb 2016, Lingesh Babu was felicitated by National Quality Excellence Awards for "Customer service leadership award" in individual category and "Best in After Sales Service" for the department under large consumer company category.

Manish Advani

Mr. Manish Advani graduated with management degree with Suma Cum Laude from New Jersey Institute of Technology with recognition of building Decision Support System for US Department of Transportation as part of his Research Assistantship.

Mr. Advani has extensively worked `on Data and Campaign Management engagements for companies like Jaguar Land Rover, Microsoft Canada, Kemper Insurance Company, El Taller in North America, with a short entrepreneurial stint in India.

Mr. Advani currently Heads Marketing & Public Relations for Mahindra SSG with a focus on Cause and Green Marketing which goes in line with his interests in the area of Sustainability. He has won several notable awards during his Journey like the Microsoft Presidents award, Mega Corporate Film Festival Award for composing a song on Women Empowerment titled Smiles at Every Mile and the Skoch Award for his Coco Painting Drive. Mr. Advani's Coco Painting initiative 2016 to Fight dengue at global level has been very well received by the industry. Mr. Advani recently had the opportunity to present his Coco Painting at the Rashtrapati Bhawan (House of the President of India) . Mr. Advani's Coco Painting project has also been selected as Top 100 projects by Skoch Group. Mr. Advani has represented Mahindra SSG as speaker in many National and International Forums.

Mr. Advani's work has been appreciated by leaders of the industry listed below:-

• Shri. Prakash Javadekar Union Human Resource Development Minister said it's a great concept, Make it Big.
• Dr.R A Mashelkar Amazing Concept, I will personally Congratulate Mr. Anand Mahindra
• Akshay Kumar, Celebrity said Very good initiative.
• Abhishek Bachchan, Celebrity said it's a very good Concept.
• Mr. Deepak Parekh Chairman HDFC said Creating awareness about Painting and Planting using empty coconut shells is a very good initiative by Mahindra SSG to prevent widespread of Dengue and Chickingunya which are spreading at rapid pace.
• Rohini Nilekani said I must say this work is commendable.
• Shri. J V Ramadu Director General of Police Andra Pradesh, said "There are heaps of coconuts lying on the coastal line of Andhra, would like to take up this idea across the coastline of Andhra Pradesh".
• Mr. Nihal Kaviratne, Chairman ICI Akzonobel said Intriguing idea. Good idea to Pilot.
• Dr. Ashok Mohanty, Director HR, Tata Housing said "A great thought germinated one step ahead towards sustainability".

Rekha Nair

Seek to impact value delivery holistically for customers and stakeholders . Customer hospitality professional backed with two decades of experience in, Product development , Marketing management, General Management , Customer Experience Strategy. Specialized in defining products and services that delight customers, surpass competition and provide compelling business value. Proven track record in leading initiatives developing and executing sustainable business models, enhancing brand and product positioning. Adept in setting up distribution channels in domestic and International markets. Management of customer life cycle and service delivery operations by value creation and customer engagement . Embedding competencies to improve and innovate experiences. Developing Business Intelligence keeping the focus on customer behavior movement as a result of priority experiences to establish connection and ROI to customer-driven growth.

Subba Rao Bhairavabhatla

Subba is a Master Black Belt certified professional with 16 years of experience in Process Excellence and Quality. He is currently working with WNS Global services as Director- Quality leading the Process Excellence and Transformation teams. He is Certified Master Black Belt, Lean champion, Certified Analytics professional. He holds Masters in Business Administration.

He worked with Asian Paints, HSBC, Wipro and Capita. He is awarded the "Top 50 most influential Quality professionals" by World Quality Congress and "Six Sigma Champion" by Golden Star Six Sigma. He has been an active participant in various Quality initiatives, leading groups through social platforms for Quality awareness.

He published his work on "Fundamentals of First Time Resolution", "Core principles of Customer Care" and "Reduce service cost by transaction volume reduction" in various blogs and was highly appreciated for the same.

Subba published white paper's on various topics and writes in Quality blogs. He has won awards for his work from ASQ, Lean Six Sigma Awards and National Quality Excellence. Subba is currently working in simplifying the use of Quality in BPO's through various programs.

Vijaykrishna Ramanathan

Vijay comes with over a 10 years of experience in corporate consulting and have worked with reputed companies such as Renault – Nissan, NIIT, Mjunciton (Tata Group Company) & Magzter covering regions of APAC working closely with CXO's of fortune 500 companies in establishing marketing & engagement practices. Have been an expert penetrating new markets with new products.

Currently co-founded Codemojo a plug and play customer engagement and retention solution. Codemojo powers apps and websites with white labelled customer engagement tools such as Referral, Loyalty, Gamification and Rewards wallet which can be technically integrated in less than 10min and 10lines of codes. Codemojo also runs the world's only Rewards network powering 100s of app publishers to effectively engage, retain and instantly gratify their 20mn+ users with some of the leading Brands in the country. Vijay has been a trendsetter in creating a globally acknowledged first of a kind model where consumer brands are Rewards that users achieve when they complete inapp milestones through gamification gaining their undivided attention.

Vijay has been a loyalty and Gamification evangelist and a firm believer that new age loyalty will revolve around Gamification of apps and websites where consumer's daily routine is the epi centre. He has personally consulted some of the iconic Brands in the country spawning across sectors including Banking, Travel, Entertainment, FMCG etc,, establishing best new practises in customer engagement and retention. His ground experience of having worked closely worked with leading startups in carving their customer engagement plans has given a perfect understanding and knowledge of both legacy and new age systems that currently in the market.

Ajai Kumar Bajpai

Chakravarthy NRKS,PMP

J. JEGAN

K. P. Sharma

Vishal Talreja