2ND Edition

CX nd
Strategy
Summit 2017
Friday 22 September 2017, Ritz Carlton, Bengaluru

Conviction - Commitment - Conversion

Sathish Krishnan Jacqueline Mundkar Raju Nanjundan KT Prasad Subroto Gupta Rahul Zutshi
Director Group Head Sr. Quality Country Sales SVP, Head Innovation & General Manager
Customer Experience Customer Service Solutions Specialist Director Business Excellence Corporate Strategy &
Flipkart The Future Group LinkedIn Zendesk Jubliant Foodworks Ltd Marketing Head
Ameyo

Chandan Chhabra Selvam Swaminathan Mohan Krishnaraj Narendra Mansukhani Adil Niazi Rahul Vasu
Director Vice President Global Head Head of Head Customer Head Loyalty &
Customer Experience User Experience User Experience Guest Experience Experience Customer Experience
OLX India Pvt Ltd Morgan Stanley Harman International Jet Airways Axis Bank Hypercity India

Himanshu Dutt Vijaykumar Nagasubramanian Sumit Puri Archna Gupta Basudev Goswami
Head CRM & Head - Customer Customer Care Regional Patient Head Quality
Customer Experience Experience & Quality Associate and Experience Head (Digital Experience)
Bajaj Capital Asia Pacic & Japan Head Loyalty Fortis Healthcare Limited Schneider- Electric
Hewlett Packard India Shoppers Stop

Conceptualised By Innovation Partner Gold Partner

The only reality in business is your customers perception! While there is an abundance of other data
worth measuring, customer service KPIs are able to provide the honest truth about the experience
that consumers have when dealing with a brand. This is absolutely crucial because improving
customer loyalty, and rening the process so its as smooth as possible, ensures that theyre worth a
lot more to a business in the long run.

And companies that crack the code on maximizing the return on enhanced customer experience
gains a sustainable competitive advantage

Convenience wins the day!

Because in a world constantly pushing for improvement, discovering more-eective ways to
collaborate across functions and levels, will lead to enhanced customer satisfaction, reduced churn,
increased revenue, and greater employee satisfaction.

Why you should attend

Benchmark Industry Standards

Real Case Studies
Opportunity to Network with Key Industry Leaders
Opportunities for Growth through Positive Transformation

Key Attendees - Heads/Directors/ Pan Industry Exposure

Managers/Professionals in:

Customer Experience Finance, Banking, Insurance

Customer Analytics Government Organizations
Contact Centre Energy Retailers
Customer Operations Telecommunications
Customer Relations Transport
Customer Support Airlines and Hotel Groups
Customer Care Tourism Boards
Customer Experience Technology Retail and FMCG
Customer Service Food Industry
Service Delivery Online Sales
Innovation & Technology Mobile and internet service providers
Digital Channels Medical/Health Service providers
Super markets
Entertainment
Information Technology

Conceptualised By Innovation Partner Gold Partner

08.30 Registra on and morning refreshments
09.00 Chairpersons opening remarks
09.15 Icebreaker Session
An interac ve session where par cipants share their key
Learning Expecta ons from conference
09.30 Moment of Truth
Does Customer Experience really ma er to an Indian
consumer? Or does price hijack the rest of the
experience?
Loyalty is either a ma er of habit or indica on of
fandom. Its important to substan ate all ndings with
qualita ve and quan ta ve data . Elaborate on what is
being done right, what is being done wrong, and what is
being ignored. Iden fy key CX gaps from customers as
well as from employees perspec ve and structure the gap
analysis in the right way.
09.50 Keynote Presenta on: Inducing CX into the DNA
from top to bo om level
Implementa on of Scrum Framework
Adop on of an Agile CX friendly ideology to create
leadership support
Changing the thought process of everyone in the
organiza on holis cally to adopt a customer-centric
approach
Crea ng a exible organiza on based on value
10.10 Thought Leadership: Why to have Customer
Centric Approach
To Empower the front line at touchpoints
To create a culture of Goodwill
Customer can break or make the brand
How I did that in my organiza on?
10.30 Case Study 1: How technology can be leveraged?
Op mizing opinion-gathering tools and feedback forms
Maintaining visual consistency across digital channels
How I leveraged technology in my organiza on?
11.00 Deep Dive: Learning from the Morning Session
1.Par cipants Share their Key Learning outcomes and
take- back from the Morning Session
2.Q&A with the Morning Speakers
11.30 Networking and Refreshment Break
11.50 Moment of Truth
Is there really an intent of the senior management to
deliver CX, or is it only to be a part of the industry rigor?
Transforming the customer experience is one of most
cri cal market impera ves required for shi ing companies
toward customer obsession. But how can customer
experience (CX) professionals prove that to their execu ves?
And how to make sure that there is no miscommunica on
or gap between management as employees play a central
role in deploying and delivering superior customer
experience.
12.10 Case Study 2: Listen ac vely to the voice of the
customer
Doing the SPIN Analysis
Treatment of every feedback eciently and eec vely
How cri cism can be construc ve and benet an
organiza on to achieve its long-term goals?
How we brought it to front line in our organiza on?
12.30 Case Study 3: Improved Returns On Investment
on CX ini a ves
Adding value to ensure long-term customer rela onships
Priori ze customer experience improvement
opportuni es
How I ensured that CX business cases align with the
corporate business case process?
12.50 Case Study 4: Agile CX methodologies to
transform the business
What are the implicit drivers of customer engagement?
Strategies for Enhanced Customer Experience
Development of Leadership in organiza on to drive
change.
What did we do?
13.10 Case Study 5: CX in rela on with other
Func onali es
CX in viewpoint of other func onali es
How all departments are integrated
Strategies to keep every department aligned to achieve
overall business goals
How do we manage this in our organiza on
13.30 Networking Lunch 16.00 Case Study 7: Customer-Centricity: Crea ng a
customer-rst culture
14.30 Moment of Truth
Eec vely conver ng customer grievances into
posi ve business prac ces
Are CX KRAs only a window dressing? Make the philosophy of customer centricity the focus
of orienta on
Needless to say, mee ng all customers needs can be a How to eec vely enforce a culture of Customer
challenge, but research has proven a direct link between Centricity in an organiza on
customer sa sfac on and actual revenue. How we implemented this

There's two ways to see how you'd manage customer 16.20 Networking and refreshment break
support. The rst is around how the customers see you
and the second is around how your employees see
you. It's always possible to focus on one and ignore the 16.40 Moment of Truth
other, but this results in signicant challenges for obvious
Is Customer Experience technology driven or people
reasons and gives rise to various doubts.
driven?
14.50 Knowledge Caf
Technical and digital trends are constantly changing
customer expecta ons. The challenge for any company
Indian corporate strategies that really help employees in the informa on age is not only to sa sfy new,
deliver CX technology-driven values, but to maintain the same
How to manage the en re experience skillfully to reap basic human values that customers expect.
enormous rewards: Enhanced customer sa sfac on,
17.00 Panel Discussion: Design Thinking: A tool to
reduced churn, increased revenue, and greater employee
enhance customer experience
sa sfac on. Discover more-eec ve ways to collaborate
across func ons and levels, a process that delivers gains The new rules of engagement with regards to design
throughout the company thinking to enhance customer experience
Adop ng a collabora ve approach to enhancing
A situa on will be given to all the groups where they will customer experience using Design Thinking
come out with the strategies and ways to tackle the How we are making it an inherent part in our
situa on. organiza on.
How did we do it The future of Design Thinking as a key tool to improve
customer experience
15.40 Case study 6: Analyzing Net Promoter Scores
17.45 Learnings for the day and close of conference
Net Promoter Scores as indicators of future growth
Key-driver analysis to determine which a tudes have
the most impact on NPS
Benchmarking your NPS scores
How it worked for my organiza on
 2ND Edition

CX Strategy
Summit 2017

LOCATION AND DATE CONTACT INFORMATION

Mohammed Wasim - (wasim@ubsforums.com)

2 Edition CX Strategy Summit 2017
Call now on +91 98200 09937

Friday 22 Sep, 2017 Mail this completed form together with payment to
UBS TRANSFORMANCE
Bengaluru
409 - Level 4, SPACES 912, Above Brand Factory,
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*Prices are in USD. Additional tax of 18% GST is applicable.
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