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This pandemic has pushed the customers towards digital channels & has extended customer expectations to new heights. Today, customers expect quick, easy, and seamless omnichannel services which provide them with the necessary information and support to make informed decisions.

Over 60% of consumers say that last year’s crisis raised the standard for customer service, but 54% feel that organizations still treat it as an afterthought. Today, Customer service isn’t just about finding a quick solution to any customer problem, it’s about building a long-term relationship, where each customer interaction offers opportunities for deeper, more valuable engagement.

It’s finally time for companies to think about what comes next and, after almost two years of adapting, transforming, and responding to unprecedented change, they’re looking ahead with an eye for growth.

Join us for this exclusive roundtable to brainstorm with top industry minds on how to build a stronger & more successful business in this new environment by unlocking the benefits of customer service-led growth.

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Featured Speakers


Time(IST) Session
03:00 PM Welcome Note
03:05 PM Keynote Session: Unlock the benefits of customer service-led growth
03:15 PM RoundTable Discussion :

  • Customer Experience in 2022: Key Trends & Traps
  • Explore the key factors affecting & transforming the Customer experience.
  • Explore how creating personalized experiences can boost CX.
  • Explore how frictionless & improvised customer service drives an organization’s growth.

Panel Moderator:
Nitin Jagadish, Senior Director, Enterprise - India & SAARC, Zendesk

Panel Members:
Manisha Puri, VP - Customer Experience Head, Aditya Birla Health Insurance Company Ltd.
Vinoth Govind, Director - Strategic Insights Data Analytics Customer Performance, [24]7.ai
Umesh Soni, Customer Support Group Head (West & South) Mumbai Metropolitan Region, Ambuja Cements Ltd. (A LafargeHolcim Group Company)
Jayprakash Karotia, Regional Head-SM-Customer solution business, Ashok Leyland Limited
Rahul Tandon, VP & Chief Customer Service Officer, Ecom Express Private Ltd.
Kartik Bakshi, Head- Operation, BharatPe
Sanchit Gupta, Divisional head, Client delight & Growth, Mygate India
Pankaj Mundada, EVP: Head CRM, Piramal Realty
Natasha Yashpal, AVP & Head- Travel Trade, Online and Regional Sales, Lemon Tree Hotels
Omkar Yekkundi, Head of Technical/ Customer Support, Quick Heal Technologies
Meena B, Head Customer Experience, Titan Company Limited
Priyanka Kapoor, AVP- Customer Solutions & Leasing, Welspun One Logistics Parks
Mahesh Bhatt, Chief Business Officer, Teamlease Services Pvt. Ltd.
03:50 PM Q&A
04:00 PM Closing Webinar
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