19th Edition CX Strategy Summit & Awards 2025 | UBS Forums | 26 February 2025 | The Westin Mumbai Garden City, Oberoi Garden City, International Business Park, Yashodham, Goregaon, Mumbai, Maharashtra 400063, India

Customer Experience has transcended from a supportive function to a strategic powerhouse driving product and service excellence. Ignoring the impact of CX is no longer an option; it's a critical differentiator in today's competitive landscape. Prioritizing CX is paramount for cultivating strong customer connections, leveraging them as invaluable assets for enhancing brand visibility and loyalty.

Today, organizations are preparing for the future by shifting from traditional CX approaches to prioritizing digital experiences and adapting alongside modern consumers. The integration of smart technologies, powered by AI and machine learning, enables brands to gain precise insights into customer behaviours and preferences, ensuring tailored and effective service delivery. The success of every business hinges on delivering seamless, omni-channel experiences that empower customers with information and support for informed decision- making.

Striking the right balance in meeting customer expectations presents a significant challenge. However, with a well-defined CX strategy and deep insights into customer needs, businesses can create impactful and memorable experiences that resonate.

At this summit, industry leaders from across India converge to explore and share innovative strategies for connecting and communicating with customers using state-of-the-art tools and technologies. This event provides a platform to learn how to build trust, prioritize customer-centricity, and deliver personalized experiences that define success in the digital age.

Who Should Attend
Heads/ Directors/ Cxo/ Vice Presidents In:

• Customer Experience
• Contact Centre
• Customer Care
• Innovation & Technology
• Digital Channels
• Customer Analytics
• Customer Support
• Customer Service
• Customer Relations
• Customer Operations
• Service Delivery

Key Themes to Be Addressed:
• Evolution of CX in a Digital-First Era.
• Charting a Customer-Centric Journey to Elevate CX
• Fuel Growth with a Unified Customer Data Ecosystem
• Next-Gen CX: Powered by Breakthrough Tech
• Elevating Experiences with Data-Driven Insights
• Age of AI: Revolutionizing CX with Generative AI
• Creating Powerful and Differentiated CX
• Quantifying Impact of CX: A Practical Framework
• Power of Omnichannel Strategy: Finding the Equilibrium
• Navigating Market Shifts through Hyper-Personalization
• Redefining CX with frictionless engagement
• Humanizing Digital Interactions: Delivering Customer Value at Scale
• Surviving and Thriving in a Competitive Market: Enabling Innovation

Why You Should Attend

This event will feature case studies, thought leader sessions, panel discussions, and more to examine the best techniques for improving customer experience. This event will serve as a roadmap for you to create and provide a consistent client experience.

• Where else will you get the opportunity to meet senior CX professionals from around the industry?
• Where else can you learn what it takes to develop the greatest CX strategies?
• Where else will you be able to compare best practices and have an open discussion about your problems?
• Where else can you learn about the latest CX technology and measurement tools?

2025 Speakers

Simran Ramchandran
Head - CEX, Ecom & MarTech Platforms, Aditya Birla Group

Rajesh Kumar
Head CRM; Customer Experience, Service Quality and Customer Service, Tata Capital

Ashis Rout
Sr. Vice President Tech & Digital, HDFC Bank

Shammi Kapoor
SVP & Head Operations, Tata AIG General Insurance Company Limited

Dipakshi Khaira
Vice President & Head Customer First, Bajaj Allianz Life Insurance

Zeenat Mongal
Vice President – Customer Experience, ICICI Lombard

Dr. Biswajit Rath
Head Analytics, CX & Digital Technology, Raymond Limited

Neharika Agarwal
SVP & Head - Analytics & Distribution Strategy, Bharti AXA Life Insurance

Vaibhav Baweja
Head of Digital Business, Bestseller India

Udit Verma
CMO & Co-Founder, Trackier

Dr. Roy Kshemendra
Head of Communications & Customer Centricity Agency Business, Tata AIA Life Insurance

Tufail Ali
Head - Digital Acquisition and Capability Building, ICICI Prudential Life Insurance Company Limited

Apurv Agrawal
Founder & CEO, SquadStack

Nikhil Asopa
Head Of Customer Service, Tata Digital

Saurabh Baluja
Head - Digital Business (B2C/B2B/Omni), Arvind Fashions Limited

Rani Archana Daniel
Head - Customer Excellence, Tata Motors

Rakesh Gupta
Head - Customer Services and Customer Experience, Anchor by Panasonic

Narendra Motwani
Head - E-commerce, Malabar Gold and Diamonds

Aseem Agrawal
Head of MarTech, Asian Paints

Jagannath Ojha
Head of Operations, Metro Brands Limited

Dhaivat Oza
Vice President - Service Assurance, Vodafone Idea Limited

Ranjit Ganguly
Group Head Business Excellence, TATA Power

Gopal Krishnan
Vice President - Customer Experience & Retention, Star Union Dai-ichi Life Insurance Company Limited

Krish Goswami
Head of Strategy & Innovation, Aditya Birla Finance

Hari Shankar
Sr. Vice President - Customer Experience, Future Generali India Insurance Company Limited

Vijaybahu Joshi
Associate Vice President & Head of Experience Design, Jio Platforms Limited (JPL)

Shweta Srivastava
Vice President and Head of Special Projects (Customer Operations and Sales), Mahindra Holidays & Resorts India Limited

Ashish Bhat
Co-Founder, Vion Consulting

Jayesh Naithani
Director of Customer Experience - Enterprise, SurveySensum

2025 Partners

MESSAGING PARTNER:
• Sinch

GOLD PARTNER:
• Surveysensum

SILVER PARTNERS:
• Trackier
• Vion
• Talisma
• Numr
• SpiderX.AI

AI TRANSFORMATION PARTNER:
• SquadStack

SOCIAL MEDIA INTELLIGENCE PARTNER:
• AGR

BUSINESS DEVELOPMENT PARTNERS:
• CS
• Simple Works