Customer Experience – How to be the Best in the Game

Created by Community Moderator on May 31, 2017

Friday, June 2, 2017 at Courtyard by Marriott, Chakala, Andheri (East)

Starts at 3:00 PM · Ends at 5:30 PM, IST (Asia/Calcutta)

  • Community Moderator

In today’s Digital World, where a customer has a plethora of choices in terms of service offerings, new gadgets, multi-channels, instant gratifications and more; companies that deliver a superior customer service and experience will outperform their competition and stay in the game for long.

Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer. In fact, statistics also prove that customer experience impacts the willingness of a customer to be a loyal advocate. And if you want your customers to stay loyal, you have to invest in their experience!

NASSCOM under the banner of Knowledge Series is organizing a discussion on ‘Customer Experience – How to be the Best in the game’. The conversation will focus on the following key areas

  • Putting customers first: How companies can create competitive advantage by putting customers first and managing their journeys.
  • Seeing through the customer’s eyes: Using customer feedback/Data Analytics to improve customer experience
  • Using digitization to transform customer experience: How to raise the competitive bar using digital services and operations (Omni channel, Chatbots, Videochats etc)
  • What some of the leaders are doing to build new customer experiences
  • Developing a customer-experience vision: Linking customer experience to business outcomes





2:45 pm – 3:00 pm

Registrations & Networking Tea/Coffee


3:00 pm – 3:10 pm

Welcome & Context Setting

Ashank Desai – Co Founder, NASSCOM & Founder and Former Chairman, MASTEK

3:10 pm – 3:40 pm

Key Note on ‘Customer Experience’

Sandip Sen – Global CEO, Aegis Ltd

3:40 pm – 4:45 pm

Panel Discussion :
‘‘Customer Experience – How to be the Best in the Game”

Naozer Dalal – COO, Tata Business Services

Krish N - EVP & Business Head, 3i Infotech

Rohitash Gupta - CFO, eClerx Services Ltd

Vivek Gangwar – Head of Customer and Retail Operations, Reliance Communications

Shiv Kumar Goel – Head, Phone Banking at Axis Bank


Johnson Varkey - Director - Sales (Customer Experience Management) - India & SAARC, AVAYA

4:45 pm – 5:00 pm

Q&A followed by Closing remarks


5:00 pm onwards…

Networking Hi-Tea



Venue Details:

Who Should Attend?

Date : Friday, 2nd June 2017


Time : 3 pm – 5:30 pm

Business/Division Heads

Venue : Courtyard by Marriott, Chakala, Andheri (East)

Customer Relation Managers


Please block your diary, Kindly send your confirmation to me on cdesai@nasscom.in

Courtyard by Marriott, Chakala, Andheri (East)