CX Thought Leaders

Akhil Duggal

Head of Customer Experience, Atomberg Technologies

“Many companies have the capability to invest in the latest tech. But, the ability to provide customers
a seamless experience across multiple channels is something only a few selected companies have
been able to do right. Execution excellence is key to success.”

Ameya Sathye

VP & Head IT Security, IIFL

“Having strong cybersecurity controls as your unique selling point which will help in gaining customers trust, investing and working with you.”

Ankit Goenka

SVP & Head Customer Experience, Bajaj Allianz General Insurance

“The biggest innovation opportunity is the unstated needs. The ability to take risks to address these
unstated needs give you the best ROI.”

Anuj Joshi

VP IT, Evalueserve

“Great CX is about the ability to constantly change, constantly improve, and keep on giving users a new experience each and every time.”

Anubhav Mehrotra

VP HR & CX, Tata 1mg

“The convergence between employee experience and customer experience is the biggest innovation opportunity. Because if you treat your employees with as much empathy and care, as you treat your customers with, I think it will transform your business altogether.”

Ashish Ladhani

Group Head Technology, Ebix Payment Services Pvt Ltd

“The biggest challenge to great customer experience is to foster the right culture in the organisation.
Training and empowering them to go that extra mile is a pre-requisite for success.”

A Shiju Rawther

Head of IT, SBI Mutual Fund

“Meeting consumer expectations of a secure, frictionless experience across channels needs a robust
innovation platform that supports agile innovation. Cloud is the essential building block to enable
the many possibilities of the future.”

Ekhlaque Bari

CIO, Jubilant Foodworks

“The biggest opportunity for companies to innovate on customer experience is to reduce customer effort. The lesser the effort for the customer to get avail the product or service that you’re selling, the better the customer experience.”

Gaurav Abrol

CEO, Cogent E-Services

“Proactive CX can actually deliver the best experience even before the customer expects it.”

Hari Shankar Mishra

SVP of Customer Experience, Future Generali India Insurance

“Executive sponsorship is the most important thing – you have to make the topmost guy the mascot of customer experience. If that happens, then everything: technologies investments, employee empowerment will fall in place.”

Krushna Sahoo

Director of IT, Wealth and Retail Distribution, JM Financial Services

“Good customer experience starts from the employees. We need to select employees with positive attitude and those who understand the importance of creating an environment that customers enjoy being in. Continued investment in employees, who understand customer experience and ensures customer satisfaction will help sustain the delivery of great CX.”

Mathew Panat

CTO, HDB Financial Services

“employees themselves empathise with the customer, there is no way the customer will ever have the joy of engaging with large enterprises!”

Mayank Jain

Head of Customer Service, Aditya Birla Finance

“The biggest innovation opportunity lies in phygital. Digital channels make journeys seamless but making connections with the people at the end of it will be the differentiator.”

Nitin Jain

Head of Customer Experience, Mondelez International India & MEA

“The challenge for leaders is to ensure that employees can represent the organization culture well. They need to
make sure that employees can embody the purpose of the company.”

Nripesh Agarwal

VP IT, TradeIndia.com

“CX is about simplicity, transparency and speed to deliver on the promise for which you stand for as a company.”

Pankaj Kankar

CTPO, Reliance Retail AJIO

“Winning CX needs us to focus on an end-to-end experience, that is seamless across channels, digital, physical and social.”

Parminder Singh

CIO, Guardian Life Insurance

“The real customer experience is about how does a company aligns to the purpose of the customer as to what he wants to be? The secret is in aligning the products and services to serve the customer’s purpose.”

Rahul Monie

CTO & CISO, AbsolutData

“The biggest opportunity for CX innovation is being proactive, is being anticipatory. Not from an intrusive perspective, but from understanding the fact of what is going to happen next. Based on what has happened in the past with a certain amount of intelligence thrown in.”

Sammeer Saurabbh

CTO, HDFC Securities Ltd

“Everyone talks and compares different technologies. The first step is to understand what your organization wants to achieve and reimagine the processes. If not, any technological adoption may end up in failure.”

Sanjivan Shirke

Senior BFSI Leader, IT & IS

“Personalisation is the critical lever. Becoming the trusted advisor to clients, the right message at the right time will be the differentiator.”