The CX Leaders Dinner

An exclusive dinner discussion for C-level executives and CX leaders of prominent firms in India

Elevating CX: Request to Resolution

In today’s competitive environment, providing excellent customer service is a key
differentiator. And today’s customer expectations go far beyond what traditional
customer relationship management (CRM) systems deliver.

The volume of service requests across multiple, disjointed engagement channels is growing. At the same time, agents are hindered by disconnected systems and manual processes, with no way to address the root cause of the issues they see day after day. Despite this, there is pressure to reduce operational costs.

To provide an effortless, high-quality experience, a new approach is needed, one that moves beyond simply managing customer contacts and individual interactions. The modern customer service organization must connect to every corner of the enterprise, working across the entire company to diagnose, fix, and even prevent issues.

6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from ServiceNow
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert

Sofitel Mumbai BKC

C-57, G Block, Bandra Kurla Complex, Bandra East, Mumbai, Maharashtra 400051, India

Thursday, 8th of August 2019

Sofitel BKC, Mumbai

Attended by:

Chief Customer Officer of Pidilite Industries
Chief Information Officer of RBL Bank
President, Beauty & Customer Care Associate of Shoppers Stop
Head, Customer Service, Omni-Channel Retail of Shoppers Stop
VP, Customer Experience, Insights & Service Quality of Axis Bank
VP, Service Excellence (Quality, Training, Customer Insights, Analytics and Regulatory Compliance) of Reliance Industries
VP of Delex Cargo
AVP, Customer Experience of Axis Bank
AVP, Customer Experience & Excellence of HDFC Bank
Head, Customer Experience of Axis Bank
Head, Customer Care of Tata Motors
Head, Supply Chain & Digital Transformation, Petrochemicals of Reliance Industries
Global Head, Group Enterprise Customer Operations of Vodafone Shared Services
National Head, Design & Strategy, Customer Experience Excellence of Vodafone Idea
Director, Global Insights of Tata Global Beverages
Director, CX Designer of Bajaj Electricals
CX Manager of Aditya Birla Capital

Hosted by:

JamieThe CX Leaders Dinner