{"id":465461,"date":"2023-05-26T03:39:33","date_gmt":"2023-05-26T10:39:33","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&#038;p=465461"},"modified":"2023-05-29T17:44:24","modified_gmt":"2023-05-30T00:44:24","slug":"cx-thought-leaders","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-leaders","title":{"rendered":"CX Thought Leadership India 2023 &#8211; CX Thought Leaders"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-white&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1675153519920{padding-top: 1.38889rem !important;padding-bottom: 1.38889rem !important;}&#8221; el_class=&#8221;event-nav sticky-nav sticky&#8221;][vc_row][vc_column][vc_raw_html]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[\/vc_raw_html]<style type='text\/css'>\r section.event-nav.sticky-nav { position: sticky; top: 0; overflow: visible; z-index: 999; background: #FFF; box-shadow: 0 2px 5px 0 rgba(0,0,0,0.1); } body .section_wrapper .wpb-content-wrapper section.event-nav.sticky-nav:after { display:none !important; content:\"\"; } section.event-nav.sticky-nav .logo-container img { width: auto; height: 65px; } section.event-nav.sticky-nav .nav-links { display: flex; flex-wrap: wrap; list-style: none; padding: 0; margin: 0; } section.event-nav.sticky-nav .nav-links .nav-link-items { padding: 0 15px; } section.event-nav.sticky-nav .nav-links .nav-link-items a { color: #4e5054; } section.event-nav.sticky-nav .nav-links .nav-link-items a:hover { color: #ff4f1f; text-decoration: none; } @media (max-width: 991.98px) { .section_wrapper section.event-nav.sticky-nav { padding-top: 1.38889rem!important; padding-bottom: 1.38889rem!important; } } \r <\/style>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><style type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1675153519920{padding-top: 1.38889rem !important;padding-bottom: 1.38889rem !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-yellow&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22465465%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h1>CX Thought Leaders<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\">CX thought leaders<\/h2>\n<p>[\/vc_column_text]<style type='text\/css'>\r .leaders-row > .wpb_column > .vc_column-inner > .wpb_wrapper { text-align: center; } .leaders-row .wpb_single_image > .wpb_wrapper { display: block !important; } .leaders-row .wpb_single_image > .wpb_wrapper .vc_single_image-wrapper{ background: #e3e3e3; position: relative; height: 0; padding-top: 74.07%; width: 100%; display: flex; height: auto; border-radius: 1.111rem; } .leaders-row .wpb_single_image > .wpb_wrapper .vc_single_image-wrapper img{ position: absolute; height: auto; width: 100%; left: 0; border-radius: 1.111rem; bottom: 0; } .leaders-row .vc_icon_element { display: inline-block; margin-top: -24px; position: relative; } .leaders-row .vc_icon_element + .vc_icon_element { margin-left: 10px; } .leaders-row .vc_icon_element > .vc_icon_element-inner a { display: flex; background-color: #23395d; padding: 10px; border-radius: 100%; height: 48px; width: 48px; justify-content: center; align-items: center; } .leaders-row .vc_icon_element > .vc_icon_element-inner a:hover { text-decoration: none; background-color: #ff4f1f; } @media (max-width: 1199.98px) { .leaders-row .vc_icon_element { margin-left: 0 !important; } .leaders-row .vc_icon_element + .vc_icon_element { margin-left: 20px !important; } } @media only screen and (max-width: 991.98px) { .leaders-row > .wpb_column:nth-child(2) { margin-top: 0 !important; } } @media only screen and (max-width: 575.98px) { .leaders-row { justify-content:center; } .leaders-row > .wpb_column { max-width: 340px; } .leaders-row > .wpb_column:nth-child(2) { margin-top: 60px !important; } } \r <\/style>[\/vc_column][\/vc_row][vc_row el_class=&#8221;leaders-row&#8221;][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478304&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=akhil-duggal&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/akhilduggal\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684903496464{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Akhil Duggal<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Head of Customer Experience, Atomberg Technologies<\/p>\n<p style=\"text-align: center;\">\u201cMany companies have the capability to invest in the latest tech. But, the ability to provide customers<br \/>\na seamless experience across multiple channels is something only a few selected companies have<br \/>\nbeen able to do right. Execution excellence is key to success.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478306&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=ameya-sathye&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;#&#8221;][vc_column_text css=&#8221;.vc_custom_1684903938524{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Ameya Sathye<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">VP &amp; Head IT Security, IIFL<\/p>\n<p style=\"text-align: center;\">\u201cHaving strong cybersecurity controls as your unique selling point which will help in gaining customers trust, investing and working with you.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478307&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=ankit-goenka&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/ankitgoenka1\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684904081685{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Ankit Goenka<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">SVP &amp; Head Customer Experience, Bajaj Allianz General Insurance<\/p>\n<p style=\"text-align: center;\">\u201cThe biggest innovation opportunity is the unstated needs. The ability to take risks to address these<br \/>\nunstated needs give you the best ROI.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453262&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=anuj-joshi&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/anuj-joshi-192a8221\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675414809414{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Anuj Joshi<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">VP IT, Evalueserve<\/p>\n<p style=\"text-align: center;\">\u201cGreat CX is about the ability to constantly change, constantly improve, and keep on giving users a new experience each and every time.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=&#8221;leaders-row&#8221;][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453261&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=anubhav-mehrotra&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/anubhavm\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675414827351{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Anubhav Mehrotra<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">VP HR &amp; CX, Tata 1mg<\/p>\n<p style=\"text-align: center;\">\u201cThe 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478309&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=ashish-ladhani&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/ashish-ladhani-a05a6012\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684904327750{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Ashish Ladhani<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Group Head Technology, Ebix Payment Services Pvt Ltd<\/p>\n<p style=\"text-align: center;\">\u201cThe biggest challenge to great customer experience is to foster the right culture in the organisation.<br \/>\nTraining and empowering them to go that extra mile is a pre-requisite for success.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478302&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=a-shiju-rawther&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/shijurawther\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684902839636{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">A Shiju Rawther<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Head of IT, SBI Mutual Fund<\/p>\n<p style=\"text-align: center;\">\u201cMeeting consumer expectations of a secure, frictionless experience across channels needs a robust<br \/>\ninnovation platform that supports agile innovation. Cloud is the essential building block to enable<br \/>\nthe many possibilities of the future.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453264&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=ekhlaque-bari&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/ekhlaque-bari-554474\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675414841783{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Ekhlaque Bari<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CIO, Jubilant Foodworks<\/p>\n<p style=\"text-align: center;\">\u201cThe 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\u2019re selling, the better the customer experience.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=&#8221;leaders-row&#8221;][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453265&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=gaurav-abrol&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/gaurav-abrol-8a911325\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675414857442{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Gaurav Abrol<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CEO, Cogent E-Services<\/p>\n<p style=\"text-align: center;\">\u201cProactive CX can actually deliver the best experience even before the customer expects it.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478312&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=hari-shankar-mishra&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/harishankarmishra\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684904688816{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Hari Shankar Mishra<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">SVP of Customer Experience, Future Generali India Insurance<\/p>\n<p style=\"text-align: center;\">\u201cExecutive sponsorship is the most important thing &#8211; 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478313&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=krushna-sahoo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;#&#8221;][vc_column_text css=&#8221;.vc_custom_1684904871558{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Krushna Sahoo<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Director of IT, Wealth and Retail Distribution, JM Financial Services<\/p>\n<p style=\"text-align: center;\">\u201cGood 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478325&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=mathew-panat&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/mathew-panat-7589aa4\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684905667878{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Mathew Panat<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CTO, HDB Financial Services<\/p>\n<p style=\"text-align: center;\">\u201cemployees themselves empathise with the customer, there is no way the customer will ever have the joy of engaging with large enterprises!\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=&#8221;leaders-row&#8221;][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478315&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=mayank-jain&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/mayank-jain-1753a620\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684905348043{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Mayank Jain<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Head of Customer Service, Aditya Birla Finance<\/p>\n<p style=\"text-align: center;\">\u201cThe 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478317&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=nitin-jain&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/nitin1311\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684905848648{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Nitin Jain<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Head of Customer Experience, Mondelez International India &amp; MEA<\/p>\n<p style=\"text-align: center;\">\u201cThe challenge for leaders is to ensure that employees can represent the organization culture well. They need to<br \/>\nmake sure that employees can embody the purpose of the company.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453266&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=nripesh-agarwal&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/defaultwinner\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675414998798{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Nripesh Agarwal<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">VP IT, TradeIndia.com<\/p>\n<p style=\"text-align: center;\">\u201cCX is about simplicity, transparency and speed to deliver on the promise for which you stand for as a company.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453267&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=pankaj-kankar&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/pkankar\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675415264381{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Pankaj Kankar<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CTPO, Reliance Retail AJIO<\/p>\n<p style=\"text-align: center;\">\u201cWinning CX needs us to focus on an end-to-end experience, that is seamless across channels, digital, physical and social.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=&#8221;leaders-row&#8221;][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453268&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=parminder-singh&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/parminderr\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675415176856{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Parminder Singh<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CIO, Guardian Life Insurance<\/p>\n<p style=\"text-align: center;\">\u201cThe 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\u2019s purpose.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;453270&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=rahul-monie&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/rmonie\/&#8221;][vc_column_text css=&#8221;.vc_custom_1675415084755{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Rahul Monie<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CTO &amp; CISO, AbsolutData<\/p>\n<p style=\"text-align: center;\">\u201cThe 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478319&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=sammeer-saurabbh&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/sammeersaurabbh\/&#8221;][vc_column_text css=&#8221;.vc_custom_1685346217233{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Sammeer Saurabbh<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">CTO, HDFC Securities Ltd<\/p>\n<p style=\"text-align: center;\">\u201cEveryone 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.\u201d<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/4&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;478320&#8243; el_class=&#8221;leader-photo&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fas fa-blog&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;\/en-sg\/events\/cx-thought-leadership-india-2023\/cx-thought-library?author=sanjivan-shirke&#8221;][vc_icon icon_type=&#8221;fontawesome&#8221; icon_fontawesome=&#8221;fab fa-linkedin-in&#8221; size=&#8221;small&#8221; color=&#8221;text-white&#8221; align=&#8221;center&#8221; open_new_tab=&#8221;yes&#8221; el_class=&#8221;social-icons&#8221; url=&#8221;https:\/\/www.linkedin.com\/in\/sanjivanshirke\/&#8221;][vc_column_text css=&#8221;.vc_custom_1684906417615{margin-top: 1rem !important;}&#8221;]<\/p>\n<p class=\"font-swb h4 text-navy\" style=\"text-align: center;\">Sanjivan Shirke<\/p>\n<p class=\"text-26 font-weight-bold\" style=\"text-align: center;\">Senior BFSI Leader, IT &amp; IS<\/p>\n<p style=\"text-align: center;\">\u201cPersonalisation is the critical lever. 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