Customer Strategies Summit 2018

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On 30th Nov, 2018 in New Delhi

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Come and witness one of the biggest event in customer strategies forum

Schedule of the event


9:30 AM – 9.50 AM: Delegate Registration & Welcome Tea

10.00 – 10.20

Address of the Chief Guest / Key Note

10.20 – 10.30

Release of the knowledge Report

10.30 – 10.45

Subject :

The Employee Experience: Does it affect the CX

Speaker :

Dr. Piyush Kumar Sinha, Professor, CRM & Marketing, IIM Ahmadabad

10.45 – 11.00

Subject :

Create a connected customer journey: restructure and align to put your customer at the centre

Speaker :

Dr. Anurag Batra, Chairman and Editor in Chief, Business World & exchange4media

11.00 – 11.15

Subject :

Effortless, Purposeful: Creating the Future of Customer Experience

Speaker :

S. Suresh, IAS, Addl. CEO, Government e Marketplace

11.15 -11.30

Subject :

Do you need to make customer happy everytime?

Speaker :

Krishnan Chatterjee, Head Marketing & Chief Customer Officer, SAP India

11.30 – 11.45

Tea Break

11.45 – 12.00

Subject :

Compete and Win on Customer Experience (CX)

Speaker :

Rajive Chawala, Chairman, IamSME of India

12.00- 12.45 Panel 1:

Young Brands, New Conversations : Re-aligning Along the Customer Experience – Beginning the Journey

Chander Agarwal, Managing Director, TCI Express Ankush Nijawan, CEO, Travel Boutique Online Ranjeet Oak, Chief operating Officer, Make My Trip Soumonath Chatterjee, Director Loyalty, Accor Hotels Baljeet Gujral, Managing Director, Enfield Riders

Moderator :

Dilpreet Singh, Head CRM & Analytics, Oberoi Group

12.45 – 1.00

Subject :

The Culture Dialogue: How CX Stars Across Sectors Engage Employees to Engage Customers

Speaker :

Manish Dureja, Managing Director, Jet Privilege

1.00 – 1.15

Subject :

Enabling CX Operations With Artificial Intelligence

Speaker :

Sales Force

1.15 – 2.00

Networking Lunch

2.00 – 2.45 Panel 2:

Innovative and disruptive strategies in CX

Kalpana Sampat, COO, DHFL, Insurance Kunal Aman, CMO, SaS India Deepanshu Manchanda, CEO, ZapFresh Praveen Rao, SVP& GM, Censhare Manish Bajaj, MD, India & Middle East, Aspect

Moderator :


2.45 – 3.00

Subject :

Driving, Democratizing And Scaling CX Innovation

Speaker :

Apurva Chamaria, Chief Revenue Officer, Rategain

3.00 – 3.15

Subject :

Gaze into the CX Crystal Ball: Moving from Explaining the Past to Predicting the Future

Speaker :

Dr. Anil V Pillai, Director, Terragni Consulting

3.15 – 3.30

Subject :

Building the Customer experience Ecosystem

Speaker :

Rahul Rajpal, Head, CX, Google Ads, India

3.30 – 3.45

Subject :

How to Design Positive Experiences for Irrational Customers

Speaker :

Rajiv Manalal Gupta, Founder CEO, Nextinc

3.45 – 4.00


4.00 – 4.45Panel 3:

Just Have Fun With It! Surprising and Engaging Customers With Your Brand’s Unique Voice: How to find your customers’ rhythm

Prakash Joshi, PTA, CRM, Microsoft
Manisha Rao, Director, Digital Customer Experience, Capgemini
Amit Malik, Chief People, Operations & Customer Services Officer, Aviva Life Insurance
Rishi Bagga,Chief Operating Officer, Cogniticx
Madhumita Basu, Chief of Sales, Marketing & Innovation, Nuvoco Vistas (Lafarge Cement)

Moderator :

Dr Amit Chakrapani, MD, CRM Academy of Asia

4.45 – 5.00

Subject :

Overcoming your CX Blind Spot

Speaker :

Valedictory Key Note by S S Kapoor, IPS, CMD, Haryana Bijali Vitran Nigam


Vote of Thanks

Glimpse of CSS2017