24^th April, 2020 - Mumbai

India’s Largest, Most Influential Gathering of Industry Expert to Discuss the Evolving Landscapes of Customer Experience and chat bots to keep them more relevant to changing needs.

Event Sponsors

Conversational AI Partner

Overview & theme for the 2nd Edition of our DCX Summit & Awards 2020

Mobile is the most preferred device for consumers to make their buying decisions

Organizations are struggling to keep pace in development of consumer preferences

Chatbots are the future yet businesses are confused on whether they should invest and develop chatbots or not.

Chatbot development should be through a purpose led approach, whether it's for communication, marketing or even sales.

Voice Based revenue could reach 19$ billion by 2022. It's time consumer centric companies focus on integrating their products and services through voice. New fact.

In India, Consumers across cities and rural areas are using voice assistants for interacting with smartphones & apps, that's where the scope lies.

Companies have prospered by building customer loyalty through products and services yet there is still scope to innovate through creating Customer centric UI & UX

Speakers

Chairperson

Hemant Jain

Sr. EVP & Head of Digital Business

Lokmat Media

Aditya Mudaliar

Design Thinking, Usability Analyst & User Experience - Consumer Insights & Brand Development

Aditya Birla Management Corporation

Ajay Nambiar

Customer Service & Property head

LNT Realty

Amit Jaokar

Chief Digital Officer & Chief Information Security Officer

NKGSB Bank

Amitabh Khanna

Head - Customer Delivery - South Asia

Mastercard

Bhavishya Garg

Head - User Experience

MX Player

Dipti Shah Jagdev

Chief Marketing Officer

Fonterra Future Dairy Pvt. Ltd.

Giridar Vemuganti

Head - Customer Service Operations

Tata Cliq

Harshit Desai

Head – Customer Experience, Alliances & Automation

Aditya Birla Finance Limited

Kaizad Hateria

Brand Custodian & Chief Customer Delight Officer

Rustomjee

Kalpana Ajayan

Group Head - Customer Experience

Edelweiss Financial Services

Kunal Mehta

Head IT – Lifestyle Business

Raymond

Neha Donald

Senior Program Manager

Reliance Jio

Paurush Sonkar

Head - Online Sales, Digital Alliances & Online Marketing

Bharti AXA Life Insurance

Rohan Singh

Co - Founder & Chief Product Officer

MagTapp Technologies

Sankaran Venkataramanan

Sr. VP & Phone Banking Centre Head

Citi Bank

Shivangi Kamath

Head - Quality Management & Process Improvement, Process Excellence Group

Tata AIG General Insurance Company Limited

Sunil Khosla

Chief Marketing Officer

AGS Transact Technologies

Tarun Bhavnani

AVP – Data Science

SMECorner

Utpal Chakraborty

Head of AI

Yes Bank

Vaibhav Sisinty

Head of Marketing India

Klook

Vijaybahu Joshi

AVP & Head of Experience Design

Reliance Jio

Vikram Gosar

Head - Product & Digital Transformation

Indiabulls Ventures Limited

A Humble thanks to all our Expert Council Members for helping us with their guidance and direction for curating the agenda of the 2nd Edition of our Digital Customer Experience summit.

Expert Council

Ajay Nambiar

Customer Service & Property head

LNT Realty

Gagandeep Kaur

UI UX / Customer Experience

Religare Health Insurance

Kunal Agarwal

Assistant General Manager

The Baya Company

Mohd Fakhrul

Digital Marketing & Business Technology Transformation

Manipal Health Enterprises Pvt. Ltd.

Sankaran Venkataramanan

SVP & Phone Banking Centre Head

Citi Bank

Shakaib Chaudhary

Director - Customer Experience

IDP Education Ltd.

Vikram Gosar

Head - Digital Transformation

Indiabulls Ventures Limited

Vishal Sampat

AVP - Customer Experience

Axis Bank

Here are some facts on what customers prefer

Only 22% of consumers think mobile experience is good.

76% of customers expect companies to understand their needs.

In India, Consumers across cities and rural areas are using voice assistants for interacting with smartphones & apps, that's where the scope lies.

More than 80% of companies who prioritize customer experience facilitate by UI, Product Research & Marketing are reporting an increase in revenue.

By end of 2020 more than 25% of customer service operations will be facilitate by chatbot & virtual assistant technology.

72% of corporate strategists admitted their digital efforts were falling short of revenue expectations

62% of customers would like to join a loyalty program

66% of CEO’s expect their traditional engagement strategy to change within the next 3 years

The 2nd Edition of the Digital Customer Experience summit will help customer experience, digital technology and Service Design executives to discover Stories, Expert views & resources to facilitate & grow their digital customer experience initiatives.

UI / UX development & Design element

Marketing products & services through engaging content.

Importance of Chatbots & Virtual Assistants in Customer Service domain.

Creating right set of Talent for your Customer Service Ops.

Innovation in Product design through Market Research & Data Analytics.

Cyber security & Data Privacy for Customers through digital me.

Who will attend

Chief Executives, Heads & Senior managers from the following domain

Customer Experience

Digital Strategy & Digital Marketing

Customer Service

UI / UX, Website & Chatbot strategists & developers