The covid-19 pandemic triggered a sea-change in consumer lifestyles, attitudes, and expectations. More than two years of close, data-driven observation are beginning to illuminate the patterns in the chaos that define the contemporary consumer and their context.
Customer experience (CX) has always been the king of buzzwords, because we live in a customer-centric world. CX has evolved to become one of the most important cogs in the wheel driving consumer acquisition, retention and long-term business success for organizations operating across diverse domains.
Today’s consumers not just buy a product or service, but crave for an experience. Customer experience is one of the linchpins of modern marketing. In the digital age and experience economy, creating lasting customer experiences is much more than sending the voice of customer (VOC) surveys or setting up a loyalty program. It starts with focusing your business from a product-centric to a customer-centric company.
Customer Experience which was earlier used to create differentiation, has now become a hygiene factor in a rapidly evolving experience-led economy. Due to rapid technological advances and increased digital accessibility, CX has established itself as the most important consideration when it comes to building meaningful relationships with the new digitally powered consumer and delivering value.
Be the part of an amazing community of CX experts and professionals coming together to create an inspiring and valuable content while real-time interaction and networking was of high energy. Our full day mega summit will unite CX visionaries, Strategic Keynotes and Guest Speakers at the forefront who would share thought provoking insights on harnessing the full power of CX to drive business growth.
Key themes to be discussed
Customer Experience (CX) Technology Trends To Look Out For In 2023 & Beyond
Changing Customer Journey and Channel Management
Data, Analytics and Insights in Customer Experience
Discover the Tools & Technologies That Will Spearhead you on the Road for CX Success
Personalise CX Whilst Ensuring Data Protection
Customer Experience in the Age of AI
Conversational CX: The Future of Customer Communication
The agenda will offer
Strategic Keynotes and Guest Speakers at the forefront of harnessing the full power of CX to drive business growth
Role-based sessions aligned to the priorities of CX, B2C Marketing and Digital Leaders
Innovative session formats to meet your learning style, including analyst presentations, panel discussions, and more
Marketplace opportunities to help you find the right solution provider for your Customer Experience needs
Networking opportunities to help you expand your community, meet with Forrester analysts, and connect with peers facing similar challenges
Our Speakers












Shatrughan Singh Bhati
Head of Sales management and strategy – Branch Banking AU Small Finance Bank Limited








Shantanu Garg
Vice President, Head - Consumer Insights, Engagement & CRM Grasim Industries | Aditya Birla group














Awards
Individual Awards

CEO of the Year – CX

Most Customer Centric CEO of the Year

Most Strategic CX Professional of the Year

CX Personality of the Year

Best Contact Centre Leader of the Year

Women in CX Technology

Best Customer Experience Strategy

Best Innovator in CX

CX Leader of the Year

Woman CX Professional of the Year

CX Technology Leader of the Year

CX Digital Leader of the Year

Most Promising Customer Leader of the Year

Most Strategic CX Professional of the Year

Best Customer Success Leader
Corporate Awards

Best B2B Customer Experience

Business Change and Transformation

Best CSR Initiative

Best Customer-centric Culture

Best CX Digital Transformation

Best CX Solution

Best Contact Center Platform

Best CRM Platform

Best Loyalty Management Platform

Best Customer Service BPO

Best Use of RPA

Best Use of AI

Best Contact Center Team of the Year

Best Use of App to Enhance Customer Experience

Most Innovative Technology Initiative of the Year

Best Contact Centre of the Year

Best Use of Data Analytics

CX Driven-Data Analytics Team of the Year

CX Team of the Year

Most Trusted Service Provider for BFSI Sector

Best Use of Omnichannel

Best Innovation in CX

Best Employee-driven CX

CX Vendor Excellence Award

Best Customer Experience in the Crisis

Best Use of Customer Insights & Feedback

Best Use of Technology

CX Technology Implementation of the Year

Differentiated Contact Centre Experience

CX Rising Star of the Year
Sectors

Banks

Insurance Firms

NBFC

Fintech

E-Commerce

Travel & Tourism

Unicorns & Startups

FMGC
Who should attend?
Director, Vice President, AVP, Heads of
Customer Experience
Customer Journey/Customer Relations
Customer Operations
Customer Engagement
Contact Centre Heads
Head of Product Development
Head of Digital/Digital Transformation
Head of Consumer Insights & Analytics
Digital Transformation
Innovation & Technology
Our Partners
Presenting Partner

Axeno is a pioneering force in the domain of digital customer experience. Axeno expertly blends human insight with technological prowess, focusing equally on qualitative and quantitative customer behaviour to create holistic and impactful digital transformations.
Through strategic partnerships with industry leaders such as Adobe, ContentSquare, AWS, MoEngage, Liferay, and New Relic, Axeno offers a rounded delivery to customer experience. They specialize in crafting immersive, bespoke digital experiences that stand out in the modern digital landscape, understanding the motivations and desires of customers while leveraging data-driven insights for effective decision making.
Axeno believes digital transformation should be a human-centred process that connects with customers on a deeper level, making their digital interactions more engaging and empathetic. Partnering with Axeno means choosing a team that prioritizes the ‘human’ in digital-human interactions, designing experiences that resonate with your values and respect the complexities of human behaviour.
When you choose Axeno as your digital transformation partner, you gain access to an unparalleled combination of enterprise experience, agility, a lean approach, a consulting mindset, and expertise in emerging technologies. We are committed to delivering transformative outcomes that propel your organization to new heights in the digital era.
Presenting Partner

Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build better digital experiences and create lasting impact.
The global leader in digital experience analytics, Contentsquare helps brands everywhere transform the way they do business, allowing them to take action at enterprise scale and build customer trust with security, privacy and accessibility. More than 1000 leading brands use Contentsquare to grow their business, deliver more customer satisfaction and move with greater agility in a constantly changing world. Its insights power the customer experience on over 1 million websites worldwide.
Co-Presenting Partner

Strativity Group is one of the world’s leading customer strategy consultancies, supporting over 700 organisations across 40 countries. We partner with like-minded leadership teams to deliver powerful insights, practical strategies, meaningful change and quantifiable results. Our consultants are passionate experts with executive and operational experience, bringing a unique blend of skills across research, analysis, design, innovation, measurement and execution. Strativity offer a proven and sophisticated suite of methodologies that help organisations:
- Empathise with customers to understand their beliefs and motivations
- Map the current experience using both qualitative and quantitative approaches
- Develop practical segmentation models and engagement techniques
- Design brand-aligned and differentiated target experiences using design thinking and co-creation methods
- Assess and enhance supporting capabilities (operations, technology, digital, data etc)
- Prioritise enhancements and operational improvements to maximise ROI (across business lines, channels and segments)
- Design and implement customer listening and measurement programs
- Shift mindsets and drive genuine and sustainable behaviour change
Our frameworks and models enable leaders to gain an objective understanding of the current state and establish a baseline, while developing the strategies and specific executions that will lift capability and drive enhanced organisational performance.
Powered by

Businesses are built on the experiences they provide and every day millions of those experiences are built by Avaya (NYSE:AVYA). For over one hundred years, we’ve enabled organizations around the globe to win—by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration—in the cloud, on premise, or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.
Corporate Partner

PBPartners is one of India’s fastest growing, web-based platform for all types of insurance products. Our ingenious technology platform ensures that its partners and clients get access to instant quotes from leading insurance providers, along with best service and technical support.
PBPartners is a brand of Policybazaar Insurance Brokers Private Limited (formerly known as Policybazaar Insurance Web Aggregators Private Limited).
Corporate Partner

Ethinos is a digital marketing agency headquartered in Mumbai, with a strong presence across multiple locations in India and even in Australia, Ethinos brings together creative minds with expertise in media and technology. We specialize in developing digital solutions that address the challenges of the modern era, tailored to suit your business needs. Our services encompass a wide range of areas, including social media marketing, performance marketing, marketing automation, graphic designing, programmatic advertising, influencer marketing, SEO, strategy, and web development. Our primary focus is on delivering your business objectives, but they go above and beyond to exceed expectations. Ethinos excels in crafting digital marketing campaigns that are not only effective but also intelligent. We utilize AI-based media performance programs to ensure your business goals are met. With a strong emphasis on Omni-channel marketing, Ethinos aims to delight customers and achieve tangible business victories. We leverage data-driven marketing strategies to gain exceptional insights and redefine business approaches. We work with today’s leading tools and technologies to create future-ready solutions. A whole lot of intelligence topped with a dollop of imagination is how we make this happen.
AI & ML Partner

Trusted by the world’s leading brands, ElectrifAi is the world’s machine learning software factory with 100s of pre-trained and pre-structured machine. learning models spanning statistical ML, NLP and CV. We are one of the oldest machine learning companies with over 16 years of experience solving business problems of customers across industries. We have deep global experience across healthcare, government, manufacturing, financial services, telecommunications, education, EV, and a range of other sectors. Our machine learning models address real industry use cases. We remove the risks of building your team, assembling your tool set, and spending months or years trying to create real business value from your data. We have deep domain expertise for every model we deliver and drive quick time-to-value for successful business outcomes on predictable timeframes with known results. Our mission is to help organizations change the way they work through machine learning: driving profit, cutting costs, and reducing risks.
Exhibit Partner

A global assurance solution leader, AQM Technologies has been solving Quality Assurance problems for Banking, Financial Services and Insurance markets across geographies for over 22 years.
AQM enables organizations in achieving ‘Go to Market’ with reliable, efficient and secured systems. Our domain rich Jump-start Kit helps organizations to scale maturity of quality processes. Our ISO 27001 certified secured offshore testing centre mixed with onsite deployment gives best value for money. With its ground-breaking and advanced product BOTm, AQM helps organizations to accelerate their quality assurance process thereby resulting in 5X productivity gain. AQM Technologies’ solutions are noted and featured in ‘Market Guide for Mobile Application Testing Services 2021’ – by Research & Markets. Gartner has also featured AQM as leading pure play testing player in ‘Market Guide for Application Testing Services 2022’.
Business Development Partner

Payomatix Technologies is a payment tech provider that provides a comprehensive range of payment solutions for businesses of all sizes. The company was founded in 2021 by Ruchi Rathor, and is headquartered in Greater Noida, Uttar Pradesh, India.
Payomatix offers a wide range of payment options, including credit cards, debit cards, net banking, UPI, and more. The company also offers a variety of features to help businesses process payments efficiently, securely, and seamlessly. These features include:
Single API integration: Businesses can easily connect with multiple payment service providers through a single API.
Smart routing: Payomatix automatically selects the best payment service provider for each transaction based on various factors, such as the customer’s location and the type of payment being made.
Advanced security features: Payomatix is PCI-DSS compliant and offers a variety of other security features to protect businesses and their customers.
Analytics and reporting: Payomatix provides businesses with in-depth insights into their payment data, which can be used to make data-driven decisions.
International payments: Payomatix supports global transactions, making it easy for businesses to sell to customers all over the world.
Customization: Payomatix offers a variety of customization options, so businesses can tailor their payment gateway experience to match their branding.
Media Partner

Techplus Media is a leading B2B media and marketing technology company focused on ICT. With a reach of over 2.7 million people, Techplus engages the B2B audience through websites, portals, social media platforms, events, conferences, award ceremonies, magazines, books, and a B2B influencers agency.
Since 2005, Techplus Media has empowered B2B marketers to accelerate pipeline growth by effectively identifying, influencing, and engaging top accounts. The company has a strong influence on the leading Tech buyers globally, encouraging an action-oriented mindset. Through a range of services like Content Marketing, Video/Studio Services, Technology Marketing, Sales Enablement, and more, Techplus supports businesses from awareness to deal closure.
With a diverse portfolio of brands catering to various industry sectors, Techplus takes pride in its offerings, including Health Technology, Education Technology, Fintech Plus, itVARnews.com, Lead Exchange.in, and ITPV Channel Magazine with 9 Regional Editions.
Partnering with Techplus allows businesses to confidently navigate the B2B landscape and leverage technology to drive their growth.
Media Partner

With changing times, the need for improved marketing and PR strategies has also increased. ZEX PR Wire understands the market requirements and has therefore developed a very modern, fast, efficient and budget friendly approach to provide PR-related solutions to leading and growing businesses.
ZEX PR Wire is a Press Release Distribution SAAS platform that syndicates press release content to Tier 1, 2 & 3 media outlets globally. It has partnered with 500+ media outlets and is a 99% automated platform that can be used by any marketing or PR team for conducting and managing PR campaigns for their clients.
ZEX PR Wire promises to be a platform with zero mail trails, zero mediators, & Truly automated PR platform which enables you to do any press release campaign in less than 72 hours
Platinum Partner

Infotel is an ISO 9001, ISO 20000, ISO 27001, and CMMi3 certified provider of IT services in the area of enterprise networking, IT infrastructure and data center management, business continuity and enterprise security. The group is managed by a core team of IT and Telecom professionals with wide exposure in these domains.
Over the years Infotel has incubated/acquired and managed diverse businesses in different domains like Wireless Broadband, Mobile VAS and content distribution platforms (NexGTv), Homeland Security and surveillance (Polixel), e-commerce – both B2C and B2B (Koovs and BenefitsPlus), Next generation CRM solutions (Digicall and OneClick), A2P Messaging Platform (NexG Platforms).
The Group also has a big presence in mobile handset and electronics trading and distribution business, both in India (NexG Devices) and Internationally (Media Matrix –Hong Kong).
Why Attend?
New connections : Understand how your industry peers are managing uncertainty and keeping their people motivated
Business trends :Gain in-depth guidance from expert speakers on fine-tuning your customer experience and Stay current with emerging business trends
New technologies : Understand the impact new technology can make and Be inspired by the distinguished leaders & their thoughts at the forefront of their game
Get actionable advice on specific business challenges& get your most pressing questions answered
Understand the need for customer-centricity to compete in disruptive environments
Make the most of Virtual Networking which is the need of the hour
Sponsors benefit in Nutshell
Gain preferential access to the senior executives in your target market and demonstrate your newest products to generate Sales Lead
Meet decision makers face-to-face to leverage your product and brand building
Establish strong relationships and make proposals to potential customers
Demonstrate your expertise and product excellence to a large engaged audience.
Take the stage and educate your audience on how your company Solutions can drive their business forward
Unparalleled exposure for your brand and expertise at a premier Summit
Venue
Radisson Blu Mumbai International Airport
