February 3, 2017 | ITC Maratha, Mumbai

about CXM

Creating World-Class Customer Experience for Your Digitally Inspired and Demanding Customers

India is a unique market of 1.25 billion consumers. India has mega-cities with millions of consumers. The winds of change across this diversified region allows companies to further chase growth by creating a perfect storm of consumer satisfaction 24/7/365 while retaining the existing customer base. In an increasingly transparent world where communication flow is constant and unlimited, organizations need to get up to speed and match the heightened expectations of progressively sophisticated, diverse and demanding customers.

IBCI is proud to host the region's only exclusive Customer Experience Management initiative focused on assisting organizations to understand and conceptualize rapidly changing consumer perceptions of choice, convenience and prepare you for the Internet of Things (IOT) and Big Data Analytics. Through Customer Experience Management (CXM) we are delighted to assist you to design a intense impact on your customers to transform their experiences and drive immense growth for your company.

As we see organizations furiously invest in customer experience metrics, digital technologies, data analytics, VOC programs among other things, in a bid to understand their customers better. Its imperative for organizations to perceive the dedication devoted to customer journey studies, design- thinking, empathy mapping and creating shopping patterns – deliberate efforts have been devised to take more control over the customers’ journey accordingly organizations can pre-empt and minimize the occurrence and impact of a ‘bad experience’.


Customer Experience Management (CXM - 2017) is encyclopedia about gaining in-depth complete knowledge about your customers so that you can design and deliver custom-made experiences that will attract them to remain loyal to you and also be your brand ambassadors and also to evangelize to others about you. It comes from extricating insight from all customers multiple touch points and channels across your entire organization; it's about connecting loads of customer data (Referred as Big Data) from online channels and beyond, and extracting valuable insights from that data with speed and accuracy.


Customer Experience Management (CEM) is fast becoming a critical differentiator in today's hypersensitive, hyper-connected and hypercompetitive global marketplace. There's noticeable business value in managing the customer experience effectively. Good customer experience management always looks at enhancing and: Augmenting sales while boosting revenue from existing customers & creating a lineup of new sales channels by word of mouth. Strengthening brand fondness through distinguished experiences. Lowering the costs by reducing customer confusion. Increasing customer loyalty through cherished and memorable customer interactions.


Customer experience leaders can also benefit by taking additional and systematic methodology to calculating the ROI of customer experience. This often requires institutional leaders to take a back foot and inspect how they currently measure most appropriate business metrics.

Increase your customer acquisition

Protect your customer’s loyalty

Bring personalized brand experiences

Enhance all digital touch-points

ui / Exploit agile-marketing strategies

Improve your digital connect

Driving your company’s CXM transformation through Omni channels

  • Omni-channel: Maximizing brand impact
  • Personalization: Delivering value and relevance
  • Mobile: Creating mobile-first strategies
  • Integration: Consistent CX across all channels
  • Journey Mapping: Know how customers interact with you
  • Social: Sourcing ideas to boost engagement
  • Analytics: Improving ROI on the CX initiatives
  • Customer-Centric: Creating a CX culture
  • Transformation: Embracing agile methodologies
  • Voice of Customer: Strategies to listen actively

Upgrade your knowledge and learn new trends by:

  • Mapping and Improving the Customers' Journey; Developing a strong, rich and clear CRM vision and strategy
  • Incorporating redefined design personas; Overcoming organizational difficulties to CRM success
  • Redesigning actions with customer journey maps; Unraveling the actual business value with your customer data
  • Net Promoter Score (NPS)
  • Using customer journey patterns; Elevating customers' experiences through customer journey monitoring and design
  • Initiating internal sessions; Providing custom-made customer interactions across multi-channels

IBCI Pvt. Ltd. Is one of the leading national provider of connoisseur information and services for the professional and commercial business communities. We just don't organize conferences but provide every person with relevant, complete information tailored to their role; we deliver insight that predicts the best next step, and deliver it in time to influence the business outcome.


  • Chief Marketing Officer
  • VP or Director of Marketing
  • VP Marketing Innovation
  • VP or Director of Social Marketing
  • VP Multichannel Marketing
  • Chief Customer Experience Officer
  • Chief Customer Relations Officer
  • Chief Compliance Officer
  • User Experience Head
  • VP Customer Experience
  • Chief Marketing Technologist
  • Chief Technology Officer
  • Chief Digital Officer
  • Head Digital
  • Chief Information Technology Officer
  • Chief Executive Officer
  • Chief Operating Officer
  • Chief Development Officer

Thought leaders and executives involved in any aspect of customer experience strategy, design, management and implementation from the below industries:


Industry experts and vendors who provide guidance, service and/or products to help CX leaders in

I. Customer Experience
II. Digital/Marketing/Experiential
III. Marketing Automation/CRM
IV. ERP/Enterprise Content Management
V. Social Media/Digital Media
VI. Big Data and Analytics/VOC Solutions
VII. Content Management Systems
VIII. Contact Center Management Solutions
IX. Work Force Optimization

Event Format

Keynote Presentations

Educate your target market on key issues that matter the most. Demonstrate market leadership and increase competitive advantage.

Connect with the connected

Share key contacts of those companies or individuals who have helped transform, developed & enhance how customer is delivered in organizations.

Panel Discussion

Learn from our industry experts through panel discussions & discuss current challenges through an exclusive Q&A session.

High Profile Business Meetings | Pre-Scheduled

Educate your target market on key issues that matter the most. Demonstrate market leadership and increase competitive advantage.

Conference Agenda

08:00 - 09:00 Registration with Breakfast

09:00 - 09:20 Inaugural Session and Welcome Note | Chief Guest

09:20 - 09:40 “Regulatory & policy issues around customer experience in the digital world"
Rajan S. Mathews, Director General | COAI

09:40 - 10:10 “The next generation of CX revolution”
James Walford, CX Thought Leader | Genesys

10:10 - 10:30 Introduction to Verint Solutions
Martyn Riddle, Marketing Director APAC | Verint Systems

10:30 - 11:10 Panel Discussion - The ROI of customer centricity

Moderator - Anil Chawla, MD | Verint Systems
Gagan Singla, Chief Marketing Officer | Angel Broking Pvt. Ltd.
Jacqueline P Mundkur, Head Customer Service | Future Group
Hitesh Bhatt, Director - Marketing & Communications | Retailers Association of India
VIP dignitary by Verint Systems

One obvious question, what’s the ROI on that?

This critical question can hamper efforts to construct a customer-centric business philosophy. Sometimes even scarcely defined customer experience advantages are weakened by the absence of substantial financials when data collection is patterned or the organization deficits worthy tools to track multi-channel customer behaviors and lifetime value economics. When customer-centricity is viewed as a cost or a liability rather than as a critical component of driving top line and profit, it unavoidably becomes less important. In many companies, therefore, the most significant challenge is to build consensus at the C-Level and through the company’s executive positions around the ROI case for being the customer-centric organization to drive sustainable profits.

Key Takeaways:

• Creating the analytical infrastructure to track and measure ROI as a journey and not the destination. • You could transform your CFO into a champion of Customer Experience Management (CEM) initiatives from a gatekeeper. And yes, this could be done. • “Design Approach and start the Campaigns” should be the dictum that guides your prioritization to maximize ROI.

11:10 - 11:30 Networking Tea Break

11:30 - 12:20 Panel Discussion - Analyzing customer voice

Moderator - Shantanu Purandare, ED | Creative Virtual
Sanjay Pai, Managing Director | Genesys India
Sudipto Ghosh, Executive Director Services India | Lenovo
Manu Gupta, National Retail Operations | Aditya Birla Fashions
Narendra Mansukhani, Head Guest Experience | Jet Airways
Amit Gupta, Associate Director | Myntra Designs Pvt. Ltd.
VIP dignitary by Creative Virtual

In the era of digital technologies, powered by transparency, social media gives equal, unbiased opportunity to everyone the capability to share their point of view while having it viewed by thousands, even millions, of people within minutes and this could sometimes be the global audience as well. In this social age the digital savvy customers have found a way to voice out their opinions good or bad and they are using it; they connect their pain points with products, why they chose a particular product, and what they perceive various products to be. With many companies these days having a global footprint, it is evident that customer’s wants, expectations, and viewpoints differ across geographies, cultures, and markets. To be able to analyze and make sense of this data, Customer Experience Management leaders need to be equipped with a new variety of analytics, one that can unite accuracy with responsiveness and flexibility.


• Assess occurrences from the customer’s viewpoint; Identify best practices to use the customers' voice to your advantage
• Involve your employees in CX transformation journey. Discover how to evaluate social data in ways that could be enhanced by your teams across the globe
• Be the Change; Determine how to effectively use social media analysis to develop successful CX strategies

12:20 - 12:40 Connected customer experience in the age of the customer
Aabha Lalwani, Senior Solution Engineer | Salesforce India

12:40 - 13:30 Panel Discussion - Customer engagement in a hyper-connected world

Moderator - Sachin Bhatia, Co-founder | Ameyo
Ankit Tandon, COO New Business | OYO
Imthiaz Ahmed, VP Customer Experience & Sales | Bluestone
Siddhartha Bijapurkar, Head Customer Service Operations | Shop CJ Networks Pvt. Ltd.
Srinivas Jain, Executive Director & CMO | SBI Funds Management Pvt. Ltd.
Nitesh Chetri, Vice President Customer Experience | Lenskart
VIP dignitary by Ameyo

The business tangents have changed in the customer-centric enterprise relation with the customer often in a proprietorship and leadership role. The eruption of connected technologies and communication channels they access has crafted a universe of informed, educated, and digital savvy costumers that usually know more about your products and services and they generally compare with that of the competition and enterprises that are struggling to regulate. Getting educated on leveraging new technologies and tools that combine efforts across multi-channels to provide an integrated customer experience that is swiftly becoming a key to marketplace success.


• Creating unified, impactful Multi-Channel experiences; Ascertain how Customer Experience leaders are brought into line and combining their focus across multi-channels to drive engagement
• Technology trends, gears & leading-edge innovations; analyze the techniques that are being used to filter through customer data to ascertain meaningful perceptions and custom making the marketing efforts accordingly
• Create and deliver the WOW in customer service with forward thinking & practical tips; get insights into the measurement techniques and tools that allow Customer experience leaders pros to assimilate the conventional with the digital, the online with the offline.

13:30 - 14:30 Gala Luncheon

14:30 - 15:00 Panel Discussion - How innovation can create great customer experiences

Moderator - Suchita Vishnoi, Director, Marketing – India | Salesforce
Jayant Magar, Group CTO & Vice President | AMW Motors Ltd.
Anant Kiran, Regional Operations North | Hafele India
Neeraj Bansal, Country Head | AdParlor
Manish Sodhi, GM | The Lalit Group of Hotels Mumbai
VIP dignitary by Salesforce

15:00 - 15:20 Customer Service at light speed!!!

Venugopal Arcot Subbarao, Head Solution Consulting India | ServiceNow
Manish Verma, Senior Advisory Solutions Consultant | ServiceNow

15:20 - 16:00 Panel Discussion - Driving an omni channel experience in financial services

Moderator - Ratan Kumar Kesh, Senior President and Country Head Branch Business | YES BANK
Hitesh Sindhwani, Senior Vice President and the Head of Customer Service | Bajaj Allianz General Insurance
Gaurav Aggarwal, Vice President | Paisabazaar.com

Constant change is the key to innovation, however, maintaining a consistent client experience is crucial to safeguarding a steady client relationship, which would lead to better client retention and spend. Sustaining that steady experience is complex by the fact that clients now network with many providers and not just financial services ones, through a diversity of channels that could be in dozens. It is necessary to not have just uniformity of look and feel across multi channels, however, uniformity of experience, and truly allowing the individual experiences to occur chronologically across multi-channels.


• Design customer experiences’ that drive revenue by connecting the customer vision; Client experience is the key motivator in increasing client retention and diminishing client blend is fundamental in controlling costs
• Gauge the customer experience across multi-channels; Client experience deteriorates when channel experience clashes or restricts client action or choice hence consistency is the key
• Create an engaging customers’ journeys that develops the businesses: Ideal customer experience needs a continuous client “experience environment” which if, done well, diminishes costs, strengthens bonds and rises the customer spend

16:00 - 16:50 Panel Discussion - Driving customers to build loyalty

Moderator - Sourav Shah, Head – Digital Marketing | Domino's Pizza India (Jubliant FoodWorks Ltd.)
Rajesh Narayan, Customer Services Director | Maersk Line India
Kaushal Satam, Head - Loyalty Operations | Jet Privilege Private Limited
Reji Raphael , Head - Customer Service, Ops & Digital Sales (Ins & Mf) | Bankbazaar

For being successful in today’s digital era, customer experience and marketing leaders need to understand how to scrutinize through the reams of accessible information, locate the most thought-provoking and significant pieces, and transform those into significant bits of knowledge. These bits of knowledge should be utilized to anticipate purchasers needs and wants, and to work out customer experiences that delight and amaze. Precaution has to be taken though to guarantee equilibrium amongst the demand for custom-made experiences and the aspiration to maintain personal privacy lest experiences instead lead to fear and disappointment.


• Data is at the heart of customer experience; only through profound granular investigation can appropriate representations be grown
• Localization of vision and struggle is the key to success; what delights one audience can easily upset another
• Engage your workforce in the transformation; Sustaining and appreciating privacy are vital throughout and marketers will have to walk the tight-rope in maintaining the same.

16:50 - 17:20 Connect with the Connected

17:20 - 17:30 Closing Remarks

CXM Speakers

Rajan S.Mathews
Director General

James Walford
CX Thought Leader

Sanjay Pai
Managing Director
Genesys India

Anil Chawla
Managing Director
India – Verint

Martyn Riddle
Director of Marketing
APAC - Verint

Shantanu Purandare
Executive Director (India)
Creative Virtual

Aabha Lalwani
Senior SOlution Engineer
Salesforce India

Suchita Vishnoi
Director, Marketing – India
Salesforce India

Sachin Bhatia
Executive Vice President & Co-founder

Sudipto Ghosh
Executive Director, Service
(India and South Asia)
Lenovo India

Srinivas Jain
Executive Director & CMO – S & IB
SBI Funds Management Pvt. Ltd.

Ratan Kesh
Senior President & Country Head
Yes Bank Limited

Dr. N Rajendran
Chief Technology Officer
National Payments Corporation of India (NPCI)

Dr. Hitesh Bhat
Director - Marketing & Communications
Retailers Association Of India (RAI)

Jacqueline Mundkur
Group - Head | Customer Services
Future Group

Hitesh Sindhwani
Senior Vice President & Head of Customer Service
Bajaj Allianz General Insurance

Siddhartha Bijapurkar
Head Customer Service - Operation
Shop CJ Network Pvt. Ltd.

Nitesh Chetri
VP - Customer Experience

Naveen Kukreja
CEO & Co-founder

Jayant Magar
Group CIO & Vice President- IT
AMW Motors Ltd

Neeraj Bansal
Country Head for India

Imtiaz Ahmed
VP Customer Experience & Sales

Sourav Shah
Head – Digital Marketing
Domino's Pizza India (Jubliant FoodWorks Ltd.)

Ankit Tandon
COO - New Business

Anant Kiran
Regional Operations – North
Hafele India

Manu Gupta
National Retail Operations – LP
Aditya Birla Fashion & Retail Ltd

Gagan Singla
Chief Marketing Officer
Angel Broking Pvt. Ltd.

Why CXM ?

Nearly 32 percent of respondents say senior management either doesn't consider there's meaningful ROI from customer experience or they're unsure if ROI is generated.

What does your organization's leadership think about the ROI of client experience?

  • A. Doesn't believe in a significant ROI of customer experience
  • B. Unsure if there is an ROI of customer experience
  • C. Believes there is a large ROI of customer experience
  • D. Believes there is a moderate ROI of customer experience
  • E. Believes there is a small ROI of customer experience

CXM Partners

Title Partner
Platinum Partner
Omni Channel Partner

Customer Success Partner
Panel Partner
Business Networking Partner

Keynote Partner
Industry Partner
Industry Partner

Industry Partner
Industry Partner
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Industry Partner
Industry Partner
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Industry Partner
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Industry Partner
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Industry Partner

Cellular Association Partner
Association Partner
Media Partner

Magazine Partner
Online Media Partner

Why Should you partner ?

1. Create, Develop and Enhance Credibility
2. Highly Targeted Marketing
3. Leveraged Lead Generation
4. Media Exposure
5. Brand Awareness & Recognition
6. Generate NEW Sales & Form NEW Business Partnerships
7. Community involvement and giving back
8. Distribute Samples or Trial Offers
9. CONTACTS - Distribution Channels

Getting your message across the right platform:
Because we know that each Sponsor has a different strategy, business development goal and branding initiative each Sponsorship package is tailored to your corporate goals. Though most Sponsorships offer multiple levels and types of exposure, there are a few main ways for you to highlight your corporate strengths.

Exclusive Branding:
Branding is often a major initiative for our clients who are seeking to get the message out about their offerings. As a Sponsor your firm’s logo will appear alongside of the national leaders associated with best practices in this area. IBCI leverages multiple media outlets including online, direct mail, email, press releases and media partnerships to publicize the event. We offer some key platforms for you to get across your brand image to our customer base and your prospects.

Personalized Time:
Networking and information sharing are two major aspects of the conferences and IBCI builds in many opportunities for Sponsors to enjoy & benefit from meeting the leaders in the space. As a Sponsor your company will have access to all onsite networking functions at the conference. They include four refreshment break sessions and two conference wide luncheons. The exhibit hall is designed to be the heart of the event a place to network meet and share strategies with key decision makers involved in and our sponsors will receive premium booth location during the show. Additionally IBCI offers a selection of Sponsorships that enable our clients to increase their opportunity to develop new relationships during our event. Can you afford to miss out on this opportunity?

Do you have a product or service that our senior decision-makers and influencers need?

We have a range of Sponsor packages that will be tailored to specifically deliver on your business objectives. For more details, call +91 80 41234500 or email partner@ibcipl.com

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