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This pandemic have pushed the customers toward digital channels & have extended customer expectations to the new heights. The success of every business today is majorly depends on the service it provides to its customers. Customers expect swift and well-crafted services across channels which provide them necessary information and support to make informed decisions. Thus, it's necessary for organizations to craft frictionless service engagements across channels to deliver a holistic customer experience & build the trust & loyalty with your customer in unprecedented time.

100+ senior industry leaders from Customer service/ Customer experience / Marketing vertical would be joining this virtual webinar to brainstorm with the best industry minds and discuss the strategic blueprint of Customer Service Strategy in the New Normal.

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Featured Speakers

Dipu KV
Dipu KV

President - Head Operations,Communities & Customer Service

Bajaj Allianz General Insurance
Jayant Jain
Jayant Jain

Vice President- Marketing & Customer Services, Head Loyalty & Shopper Insights

Reliance Retail Ltd
Priya Subramani
Priya Subramani

Sr. Director, Customer Experience

Walmart eCommerce
Fareed Ahmed Khan
Fareed Ahmed Khan

Head - Unified Customer Service

Titan Company Limited
Surekha Desai
Surekha Desai

Sr. Vice President – Customer Service

Vodafone Idea Ltd
Jayesh Nambiar
Jayesh Nambiar

CEO and Co-Founder

Zahida Ternikar
Zahida Ternikar

Head Of Customer Service

Kaya Limited
Zahida Ternikar
Ravi Sathe

Chief Marketing Officer

Vaishali Thakkar
Vaishali Thakkar

Chief Customer Experience and Service Delivery – HomeTown

Future Group
Harshit Desai
Harshit Desai

Head - Customer Experience Alliances & Automation

Aditya Birla Finance
Saurabh Jain
Saurabh Jain

Director Cloud Practice

Galaxy Office Automation Pvt. Ltd.
Sivaprakash Sivaraj
Sivaprakash Sivaraj

Director & GM, India

Dell Technologies Services Business

Learning Outcomes

Explore the Digital Transformation journey of the Customer Services Function
Explore the key factors making Customer Servicing more important than ever
Best strategies to empower your first line workforce to execute best in class customer services.
Brand Stories on breaking the path & delivering customer service with extra mile
  • Understand what your peers are practicing and implementing to enhance customer satisfaction.
  • Join India's largest summit in which you will learn the best ways to keep intact with the current trends in the market.
  • Understand how E-Commerce is an enabler to generate business and help generate the revenue for its expansion.
  • Network with senior leaders and solution providers across industries.
  • Brainstorm with the top E-Retailers and brands for best strategies, Innovative tools and solutions in E-Commerce.

CXO/ President/ VP/ Director/ Head of

  • Customer Experience
  • Customer Service
  • Marketing
  • IT/ Technology
  • Customer Support
  • Service Delivery
  • Digital


10:25 AM: Webinar Opening Remarks

10:30 AM: Opening Keynote: Conquering the path to Customer Servicing: Gearing up for delivering next level digital experiences

10:50 AM: Integrating a Tech-Strategy to support Customer service as the new normal

11:10 AM: What is making Customer Servicing more important than ever and what do the Customer Service leaders need to know?

11:30 AM: Customer Experience Is the New Normal

11:50 AM: Designing Full proof Tech-Strategy to support Customer service in new normal

12:10 PM: Delivering hyper-personalized experiences through multiple touchpoints

12:30 PM: Empowering your first line workforce to execute best in class customer services

12:50 PM: Panel Discussion: The Art & Science of Customer Servicing Approach => Process => Technology => Execution

01:30 PM: End of Webinar

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