Aman Grover -
Head - Digital Marketing & Online - Bharti Airtel Limited
Head – Digital Marketing & Online Bharti Airtel Limited
Aman`s strong marketing & Sales background includes experience in Digital Marketing, New Product Development, Sales Operations, Business Development, channel/ distribution management and strategic planning especially with winning executive involvement for programs. He is working for Airtel from more than a decade handling their different vertical in different geographies.
Aman is Expert in handling large volume of business & key account managemet. He is experienced in working in challenging environment and handling large teams. He Possess excellent communication skills, people management skills and analytical approach in solving complex problems.
In his previous stints he has worked with Deutsche Bank and American Express. Aman has attended various trainings and workshops in premier B-schools of the country.
Aman holds a Master degree in Business Administration and Bachelor degree in sciences.
Outside Work Aman has a love for reading and exploring new technologies.
Anish has 15+ years of rich experience with world’s best companies with exposure of handling Pan India operations.Currently he is handling portfolio of Divisional Manager-Medical Division of leica Microsystems.
Anish has worked with various multinational companies including Boston Scientific, B Braun and Cordis Johnson & Johnson.
Anish posses a Masters degree in Business Administration.
Colin Taylor -
Customer Experience Consultant, The Taylor Reach Group, Inc.
Recognized as a leading contact/call center and CX expert, Colin has received 30 Awards for excellence in Contact Center Operations and Management on two continents. Colin was recently recognized at #5 in a global ranking of the Customer Service 100 and as a Top 50 Customer Experience Influencer.
Colin’s leadership roles in the industry; a founder and past chair of the Contact/Call Center Council, a past Director of the CMA, senior judge for Canadian call/contact center awards, judge for call/contact center awards, judge for international call/contact center awards and advisory roles with a number of gov’ts and NGO’s related to call/contact centers, site selection and attraction. He is an author and a frequent speaker on customer service, call/contact centers, Customer Service, Operational Innovation, CRM, Sales, and team building.
Since 2003 Colin has led Taylor Reach to success in call/contact center and customer experience consulting, Offices in the US, Canada and Australia we have worked with Fortune 500 clients on three continents Taylor Reach has helped organizations including; Mercedes-Benz, Fortis BC, Halogen Software, Rodale, Kohl’s, Home Depot, Republic Services, HBC, TD Bank, SNC Lavalin, Neat, Aldo Group, and Habitat for Humanity International. Today more than 15,000 agent positions globally operating under Taylor Reach designed contact center customer experience operational models.
An experienced senior executive, built a previous firm contact center outsource to $50 million in annual revenue, is as comfortable developing strategy, and leading successful teams. Personally Colin has sold more than $333 million dollars of services.
Colin is also the Publisher of Customer Reach- one of the most highly respected call center newsletters, with global readership of more than 11,000.
Specialties:call center consulting, contact center consulting, Call Center, call centre, Contact Center, Contact centre, Call/Contact center consulting, Call/Contact center design, build, operational methodologies, Customer Experience, Customer Satisfaction, site selection, technology assessment and technology acquisition. Call center/BPO outsourcing assessment, and selection, Sales experience at the ‘C’ level- more than $300 million, Management, Sales mentoring, corporate leadership.
ELI D. Goldstein -
founder and managing partner of Customaline (Proprietary) Ltd
A member of the Global CX Panel, Eli is founder and managing partner of Customaline (Proprietary) Ltd, a company specializing in providing services to help clients align their businesses with their customers’ true needs and required outcomes. Customaline is also a core member of Cimbiosys, a collaborative value network.
Eli’s strong marketing background includes experience in digital marketing, customer relationship and strategic planning especially with winning executive involvement for programs. He worked for IBM for 10 years and his ICT and customer management experience spans more than 35 years providing him with broad executive level technology knowledge related to information and communication technology with emphasis on CRM and CEM strategy and measurement.
Eli has provided organizations such as Coats, European Union, Siemens, Standard Bank, Masterfoods and Reckitt Benckiser with both strategic and tactical advice in their customer and business journeys. He has worked with a number of companies across industries such as Agribusiness, Retail and Distribution, CPG, Telecommunications, Healthcare, Government and Law Firms. His ability to balance the factors of people, processes, technology and knowledge allows him to provide a visionary approach to projects related to the customer. Eli is based partly in Johannesburg, South Africa and Toronto, Canada and is available for speaking, consulting and facilitation assignments globally.
John A. Goodman -
Vice Chairman, Customer Care Measurement and Consulting
A customer experience researcher, innovator, and entrepreneur.
A co-author of the 1970’s breakthrough study of consumer complaint behaviour and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center.
Since then, John has “written the book” on the customer experience – literally and figuratively.
Having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector, John is an authoritative consultant in the field of customer-driven quality. His first book –Strategic Customer Service – offers a panoramic view of his body of work and presents a proven, practical approach for leveraging the profitability of better customer relationships. It has been translated to multiple languages in both Europe and Asia.
John is an engineer by training. So it’s no surprise that his approach to harnessing the benefits of a better customer experience is powered by his appreciation and skills for measuring and quantifying voice of the customer data. His motto: if you can’t measure it, you can’t improve the management of it.
The key to customer experience success is building a powerful business cases for improvement. John has the unique ability to do this by triangulating the traditional disciplines of quality improvement, marketing, market research and service operations. Frank, straightforward and ROI savvy, John helps his clients get past the hype, and find the true golden nuggets of a better customer experience. As John is often known to remark in a client briefing, “ If you don’t have a headache at the end of this briefing , we haven’t done our job – you’re not working with us to make you feel good , you’re working with us to help you increase profitability.”
A highly sought-after speaker, John routinely shares his customer experience perspective with companies and organizations worldwide. John has spoken in more than 20 countries.
Vish Ramakonkar, Ph.D -
Principal Consultant (CRM, Analytics, Big Data)
Dr Vish’s professional career spans over 15 years in the fields of project management, consultancy and education services. Her role as a trainer and consultant regularly requires her to interact with a diverse range of clients including clients from health, construction, banking and finance and not-for-profit sectors, to name a few.
From initially mentoring young graduates to today delivering professional training and certification services, Dr Vish brings much experience, passion and drive to her role as a professional consultant and trainer.
Amongst her many career achievements and awards includes being the first female to be awarded a Doctorate in Engineering at Edith Cowan University.
Throughout her career Dr Vish has developed notable expertise in:
Leading research and development teams in cutting edge technologies such as ontology, semantics, big data, predictive analytics and data mining to create innovative software solutions – particularly in CRM
Advising in customer relationship management systems to Australian and International businesses
Leading advisory and training services in Big Data Analytics
Automation and streamlining of client business processes
Using Lean Six Sigma techniques to drive improvements in operational performance
Advisory and training services in best practice project and change management
Managing business change and assessing programme outcomes and benefits achievement in the areas of: time savings; monetary savings; customer satisfaction ratings; and sales metrics
More recently Dr Vish has led complex projects requiring engagement of diverse stakeholder groups including government, NGOs and private businesses to drive performance improvements in customer relationship management within these organizations.
Dr Vish’s professional roles:
2014 – Present: HiLogic Pty Ltd, Senior Trainer
2011 – Present: Sankhya Consultants Australia – Senior Consultant
2007 – 2011: ALSys MSC Sdn Bhd – Project Manager
2003 – 2007: Sankhya Consultants Australia – Senior Manager
1998 – 2001: Edith Cowan University – Lecturer – Engineering
Dr Vish’s qualifications include:
PRINCE2 Trainer Certification – APM Group
PRINCE2 Change Management Certification – APM Group
Lean Six Sigma Green Belt (DMAIC) – Motorola University
Bachelor Engineering First Class Honours – Edith Cowan University
Doctor of Philosophy (Communication Systems Engineering) – Edith Cowan University