ROLE PLAYERS 2019

Andrew Austin

A proven authority in customer experience and digital innovation realization, Andy Austin has two decades of brand-side sales, marketing and operations experience in the gaming and retail industries. Austin has spearheaded a multitude of next-generation initiatives through the development of smart customer-facing technologies, including the worldwide launch of the award-winning Microsoft Surface in AT&T stores. His work has Andy pushed the envelope with ambitious projects for clients such as Audi, JCPenney, HTC, Amazon, the Wired Store and the Ford Motor Company.

As former Executive Director, Retail Customer Experience at AT&T Andy evolved the Cingular Wireless mobile phone stores to AT&T’s experiential shopping experience. His team initiated the use of digital tools to augment the relationship created between shopper and salesperson. The Experience Team also oversaw the launch of the inaugural iPhone as well as the introduction of new products including IoT SKUs and AT&T Digital Life.

Archna Gupta

21 years of proven track record in the Hospitality and Healthcare Industry.
Having worked with Taj Group of Hotels for more than 16 years, with last assignment as Regional Business Excellence Manager for more than 21 hotels in the states of Andhra Pradesh, Tamil Nadu and Kerala, before moving on to Healthcare Industry by joining the Manipal Hospitals as Head - Customer Experience (Pan India) having 10 Corporate Hospitals in India and 2 in Malaysia. After 3 years of successful stint at Manipal Hospitals moved on to a larger group in the Healthcare Industry - Fortis Healthcare.
Currently working at Fortis Hospitals in the capacity of Regional Patient Experience Head for their South & West Region having 10 Corporate Hospitals in Bangalore, Mumbai & Chennai.

Jitendranath Patri

Jitendranath Patri, in his 20+ years of experience, spent is time studying consumers. The journey to understand customer behavior started early on with advertising & marketing communications agencies. A shift to setting up a customer database & relationship management agency only deepened that interest. The ten years in fashion retail exposed him to customer service or customer experience as the industry now sees it. He was instrumental in setting up the Loyalty and CX functions for Central & Brand Factory. The impact of technology on CX and Loyalty has led him to start a new chapter with tech startups.

Sameer Samudra

Sameer Samudra is leading Customer Support initiative for Cummins India, part of Cummins Inc, a $19B company. He has been with the company for 18 years and has worked in roles of increasing responsibilities within Quality, Sales and Marketing, Finance and Human Resources. Sameer’s global work experience includes roles in the US, Singapore and in India. Under Sameer’s leadership, Cummins India has launched various initiatives to drive Customer Centricity across sites pan India. Sameer is passionate about Customer Success and strongly believes in the strategic importance of Customer Care while driving business value. Sameer is also actively involved in the diversity and inclusion initiatives at his organization.

Atin Chhabra

Atin is a versatile business and marketing leader with experience in Marketing, P&L Management and Digital. In his current role at Schneider Electric, Atin leads the Digital Customer Experience function and is responsible for the overall Country Digital Strategy with management & governance of: Digital Channel Management, Digital Demand Generation, Digital Marketing, Mobile Apps, Digital Products, Digital Customer Care & Digital Business.

Topic:- Digital Transformation for B2B Customer Experience

Overview:- In today's day and age where 75% of B2B buyers search Google before making their purchase decision & B2B eCommerce is 3X the size of B2C; large companies, which primarily operate in the B2B or B2B2C space, have to reinvent the way they look at their Digital Customer Experience strategy with the aim to simply the way companies attract, engage and transact with their customers.

• What to expect from Digital transformation in 2019
• Framework to follow to develop their own DCX model
• DCX Industry best practices

Shuchita Jain

Shuchita is a management consultant with over 13 years of experience in analytics practice development and consumer banking. At TransOrg Analytics she heads client development and marketing. Shuchita engages with CXOs and business leaders across industries like BFSI, Retail, Aviation, Hospitality to understand their organizational goals, business initiatives and guides them in deploying machine learning and advanced analytics solutions.

In her prior role at ICICI Bank, she led operations in consumer banking. Shuchita graduated with an MBA from the Vanderbilt University, USA and a PGP from IMI, New Delhi.

Title: "Advanced analytics to understand and leverage micro-moments that help you connect better with your customers"

The audience can expect to take some key takeaways like:
Is your business data-ready to deploy analytics at scale?
How are some of India's top companies and business leaders using advanced analytics to better predict customer needs, enhance customer engagement and drive customer loyalty?
What can business leaders do right now to start building a robust analytics-driven customer engagement strategy?
Should all analytics be done in-house? When does it make sense to consult with analytics vendors?

Vaishali Thakkar

Spearheading the Customer Experience & Service Delivery Excellence, you’re instrumental to how the total customer experience comes off when moments of customer truth occurs. With over 17 years of experience in the Home retail & telecom industry, your key achievements have been in delivering exceptional customer experience through cultural transformation, greater collaborative efforts and driving technology developments that transform capabilities and processes to meet the constantly evolving customer demands.

An expert in customer experience design, you have been successful in creating an organization with speed in relevant customer communication with personalization, for a seamless customer experience on a multi-channel platform.

Creating the most loved Brand, is what you believe in and you passionately work towards achieving the same.

Madhav M Malhotra

Madhav is a Customer Experience, operations and P & L leader with 25 years plus experience and has demonstrated Customer Experience Leadership in his stints in all of highly competitive telco organizations: Jio, Vodafone and Airtel.

Madhav is currently working as a Senior Vice President – Customer Services in Reliance Jio, a market disruptor. The company which has landscaped the new contours of telecom organizations. He is spear heading the customer operations at Contact Centres across PAN India.

Thought leader who has built businesses from scratch, turned around operations, transformed functions in highly competitive environments.

Madhav you are a customer operations leader with strong ability to think ahead of curve and translate insights into actionable that have differentiated the products and services.

You have successfully implemented Customer Experience framework that have differentiated the organizations.

Nivedita Roy

Dynamic and highly skilled customer service professional with over 30 years of experience in the Express and Logistics industry. Experience in strategy formulation and implementation of customer service processes, policies and procedures of global standards. Key competencies include planning, leading, people management, change management, communications, team work, managing results, training and development, delighting customers - both internal and external. Customer First approach; have developed trust and friendship through passionate service. I am associated with CritcaLog India Pvt Ltd for the past 5 years as Head - Customer Care.

Dr. Himanshu Dutt

Dr. Himanshu Dutt is a certified customer experience professional who is practicing CRM-CX for over 14 years now, mostly in the financial services. You are the Head of Customer Success at DMI Finance – a leading NBFC into credit services where you are managing end-to-end digital customer finance– from customer journeys to outcomes– for over half a million customers. Prior to this you were heading CRM & Customer Experience at Bajaj Capital where you were instrumental in envisaging and implementing the CRM for nearly a million clients, successfully.
You hold a PhD in Knowledge Management from Centre for Management Studies, Jamia Millia Islamia Central University. You are also an NPS Certified Professional and Digital Marketing Specialist. You have several publications to your credit on CRM and Customer Loyalty, and you are a regular speaker at various forums concerning customer experience and service excellence, both in India and abroad. Recently, you were conferred with Customer Experience Professional of the Year Award by UBS Forums. You were also featured in the top 100 CX professionals in India released by Paul Writer and Oracle and was amongst the finalist for CX Impact Awards 2017 by Customer Experience Professionals Association (CXPA), USA.

Narendra Mansukhani

As Strategic CX leader Narendra is known for his passion in driving continual Business transformation, change and outcomes during periods of intense organization and market change.
Narendra helps people with whom he works to perform better. He has been exceedingly successful in building team cohesion and has lead several cross-functional teams on multiple projects in areas of Product and Services, Aircraft induction and building CX tools.
He is highly regarded not only for his responsiveness, knowledge on services and airline process, thoroughness and accuracy but also for his pleasant demeanor.

Suraj .S. Shetty

You have been heading Customer Experience at Kissht for more than a year now and during this period you oversaw quality of Customer Service Operations, Product as well as Training & Development. This all-round approach of yours ensured that employees get trained periodically and product improvements suggested by customers get communicated to the product team seamlessly.
Your more than 8 years of rich work experience across blue-chip companies like HDFC Bank, Asit.C.Mehta Investment Interrmediates and Fin-Tech companies like Kissht, has made you a multi-disciplined person who has worked across departments from Finance, Operations and Marketing to even Technology & Automation.

Uddalak Chatterjee

Uddalak Chatterjee has a career spreading over 20 years across various industries from logistics to hospitality to telecom and presently Insurance. He is the VP and Head Customer Experience of Bajaj Allianz Life Insurance Co. Ltd. In his present role he has redefined the service standards and has been responsible for conceptualizing, designing and implementing various unique digital initiatives like Iserv, Mosambee etc. In his prior assignment he was Heading Customer Experience for Bharti Airtel Gujarat Circle.

He is a regular on the International Conference Scene and has been a speaker in many Customer Experience conferences across US, UK and South East Asia.

Loveena Khatwani

Senior executive, strategist & leader with more than 20 years of experience in the Financial Services industry across areas of client experience, operations and compliance, having garnered extensive exposure to a gamut of areas including strategy & leadership, customer experience, operational excellence, regulatory compliance and investor grievances. Has proven competence in conceptualizing & driving strategic initiatives that successfully led to improved customer feedback - CSAT/NPS, reduced TAT, optimization of resources and enhanced efficiency. Over the years,has gained in-depth experience of engaging effectively with customers, understanding their expectations and influencing their feedback. Also adept in driving internal as well as external stakeholders including Senior Leadership, direct teams and cross-functional resources.

Result-oriented decisive leader and a persuasive communicator with exceptional relationship management skills and a knack for identifying market/industry/customer needs while successfully ensuring these are catered to effectively. Multitasking ability to sketch the plan, prioritize the work and manage the complex projects under aggressive timelines. Adroit at analyzing the organization requirements with a proven capability to thrive in dynamic and fluid environments while remaining pragmatic and focused.

Topic: "Voice of the customer"

Overview: Voice of Customer: Accumulates and provides single view of what customers talks about across touchpoints.

It helps us to prioritize the process improvement and its relevant development (Product, Platform, and Process) which needs to be carried in line with customers expectations.

Edelweiss Personal wealth advisory is pioneer in the Wealth Management industry that has been successfully listening and improvising on customer feedback for over 4 years now and has won accolades and awards for the same across various service oriented organisations
* VOC Framework @ Edelweiss PWA
* VOC Improvements – Continuous Process
* Use cases of VOC @ Edelweiss – improving customer experience

Vikas Singh

Vikas is a highly energetic and motivated team player with 21+ years of experience in Leading Operations for Customer Services & Support, Services delivery, Product Quality , Process Engineering and Training function for MNCs in IT Services & Consumer finance business.

Currently he is leading the Product Quality, Customer Assurance & IT Transformation team for APJ and is based at Singapore. Vikas and his team is accountable for operational and strategic quality programs to enhance the customer experience across all touch points on PC & Print Products. His team is also responsible for various IT transformation programs like digitization and automation to improve services and support. His team focuses on E2E life cycle of product using design thinking methodology and collaborates in a matrix organization to make proactive improvements and drive a culture of customer success.

Prior to this role , Vikas has also lead the Field Operations services business across South East Asia, Japan, Korea & South Pacific regions. He was responsible for break fix support and contractual services delivery business. He has also lead the Contact Center Operations for APJ and managed a team of over 3000 people spread across various locations in APJ. He has lead various transformation initiative around digitization, social media support, customer experience and cost optimization projects.

Prior to HP he has worked with Dell for around 9 years in various roles from customer support, order management, operations, training & process engineering function. Vikas has also worked for 4 years with GE Capital in consumer finance Operations and Quality function. He also spent another 4 years in sales & marketing with Indian Companies.
Vikas is an Engineer from BITS Pilani and has also done Masters in Physics. He completed his MBA from Delhi and is a certified Six Sigma Black Belt.

Sonul Verdia

Sonul heads the mystery shopping division for Ipsos India. Ipsos is one of the largest market research organizations globally. He brings in over 18 years of customer service experience with strong credentials in shaping mystery shopping programs in Asia. Backed with a top tier MBA from Europe, Sonul uses his thought leadership to build superlative customer research program for his clients mainly in retail.

Title: "The “BETTER” Approach to mystery shopping"

Overview: Mystery shopping is a great tool available to marketers, HR professional, Operational folks to gauge the true picture for their brands. Mystery shoppers are actual customers who experience the brand as decoy customers and validate whether the brand promise is being met or not. Most of the mystery shopping done are the traditional way but if you infuse research ideology into the mystery shopping program than you can create a Better program. Better Design, Better execution and Better Impact. The presentation will cover all the 3 aspects in detail.

Encourage participants to register as mystery shoppers
Encourage organizations to build BETTER mystery shopping programs