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 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.
Sponsors
Omnichannel CX Partner
Exhibit Partner
Corporate Partner
AI Innovation Partner
Key themes to be discussed
Customer Experience (CX) Technology Trends To Look Out For In 2024 & 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
Our Speakers
Golok Kumar Simli
Principal Advisor & Chief Technology officer - Passport Seva Programme Ministry of External AffairsGovernment of India
Key Note Speaker
Harneet Singh
Founder & Managing Director - TechCurators, Lion Founder & Chief AI Officer - Rabbitt AI
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
CX Personality of the Year
Best Customer Success Leader
Corporate Awards
Best B2B Customer Experience
Fintech Innovation Excellence of the Year Award
Best CSR Initiative
Best Customer-centric Culture in NBFC
Best Customer-centric Culture in Bank
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
Best Innovation in CX
Best Brand Association Campaign
Best Use of AI in Green Logistics
Most Innovative Green Logistics Organization of the Year
Best Use of Customer insights & Feedback
Best Use of Technology
CX Technology Implementation of the Year
CX Technology Implementation of the Year
CX Rising Star of the Year
Most Strategic Marketing Team of the Year
Sectors
BFSI
FMCG
Retail
Manufacturing
Pharmaceutical & Healthcare
E-Commerce
Travel & Tourism
Hospitality
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
Omnichannel CX Partner
Ozonetel is an industry leader within the Customer Experience (CX) space, offering businesses a robust, omnichannel platform to manage end-to-end communication flows.
The platform helps enterprises to engage with customers at every touch point across voice, chat, SMS, WhatsApp, and other digital channels. It fully integrates with CRM and other business applications and offers a truly omnichannel experience for customers.
Ozonetel offers its customers a global infrastructure that is fully compliant with the telecom regulations across United States, South & Middle East Asia, and India.
Exhibit Partner
Welcome to Convin.ai, one of India’s fastest-growing Conversation Intelligence Platforms, transforming 80+ companies into automated quality assurance powerhouses.
Our platform ensures 100% conversation monitoring, dramatically reducing misselling by 31% and boosting revenue by an impressive 21%. Tailored for dynamic sales, support, and collection call centers, our platform is packed with AI-driven tools to track, transcribe, and analyze every call, email, and chat.
Our platform offers both real-time and post-call interaction suites, tackling critical challenges such as manual human intervention and reactive quality assurance head-on. Our impact is transformative across multiple sectors including Insurtech, E-commerce, Edtech, Hospitality & Travel, Real Estate, Healthtech, BPOs, Airlines, and Fintech.
Why Choose Convin AI?
- In-House Speech-to-Text Models: Enjoy high transcription accuracy tailored to your specific needs.
- Pioneers in Automated Coaching: Benefit from zero human intervention with our advanced coaching capabilities.
- Real-Time Monitoring and Guidance: Optimize agent performance on the fly with instant feedback and coaching.
- In-House Convin Mobile Application: Stay connected and manage interactions seamlessly on the go.
What Can Our Customers Achieve?
- 100% Compliance Monitoring: Ensure every interaction adheres to regulatory standards.
- 56-Second Reduction in Average Handle Time (AHT): Improve efficiency and customer satisfaction.
- 60% Decrease in Ramp-Up Time: Train new agents faster and more effectively.
- 27% Increase in CSAT: Elevate customer satisfaction scores.
- 17% Increase in Collection Rate: Improve your collection efforts and reduce outstanding debts.
- 25% Increase in Retention Rate: Keep your customers coming back with superior service.
- 12% Increase in Repeat Purchases: Foster customer loyalty and repeat business.
- 21% Increase in Sales: Boost your revenue with enhanced sales strategies.
Corporate Partner
Germanium is part of Dalmia group (A leading Indian company conglomerate with GHCL, as a flagship company). The group has diverse business interest including Chemicals, Telecom, IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and many others. Germanium was incorporated in year 2004 and since then providing its services to various clients . As part of its expansion strategy. Germanium is well-established processes, confirming to ISO 9001:2008 & ISO 27001 and ISO 22301 standards. Germanium provides the following services, Call center services, IVRS development, BPO services, Software Development, Data entry, Consulting. The company operates IT enabled services in top business cities of India including Delhi, Mumbai, Calcutta, Chennai, Pune, Noida
AI Innovation Partner
Founded in 2014, SquadStack is India’s most trusted telecalling outsourcing partner, revolutionizing conventional telecalling with a technology and data-driven approach. By integrating ‘People’, ‘Systems’, and ‘Knowledge’, SquadStack enables leading businesses to scale with enhanced flexibility, improved conversions, reduced customer acquisition costs (CAC), and actionable insights.
Their innovative solutions seamlessly integrate AI and human expertise, effectively overcoming the limitations of traditional contact centers. This results in higher lead connectivity, better conversion rates, superior quality audits, and increased agent productivity.
SquadStack’s telecallers connect with lakhs of leads daily for top businesses like Tata Digital, AngelOne, Eureka Forbes, Delhivery, Kotak Securities, Redbus, BharatPe, and Amity University.