The India CX Summit and Awards 2023, organized by Synnex Group, emerged as a resounding success in celebrating and exploring the dynamics of customer experience in a rapidly evolving landscape. Held at the magnificent Hotel Novotel, Juhu–Mumbai, on September 14–15, 2023, the event brought together business leaders, innovators, and subject matter experts. It was a two-day extravaganza that not only celebrated recent advancements but also engaged in in-depth discussions on the transformative potential of AI in customer experience.
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Sponsor Participated at the India CX Summit & Awards 2023 –
In Association With – SAP (www.sap.com)
Category Partner – Strativity (strativity.co.in)
CS Infocomm – Cloud CX Partner (https://csinfocomm.com/)
DreamFolks – Business Development Partner (https://www.dreamfolks.in/)
Uniphore – AI Transformation Partner (https://www.uniphore.com/)
Deloitte – Knowledge Partner (https://www2.deloitte.com/in/en.html)
Konnect Insights – Omni-Channel CX Partner (https://konnectinsights.com/)
Bare International – Exhibit Partner (https://www.bareinternational.in/)
Ozonetel – Exhibit Partner (https://ozonetel.com/ind/)
Notify Visitors – Exhibit Partner (https://www.notifyvisitors.com/)
FCI – Corporate Partner (https://www.fci-ccm.com/)
Cygnet Digital – Corporate Partner (https://www.cygnet-digital.com/)
Avalon Global Research – Corporate Partner (https://www.avalonglobalresearch.com/)
NovolVox – Corporate Partner (https://www.novelvox.com/)
FiveS Digital – Corporate Partner (https://www.fivesdigital.com/)
EOS Globe – Event Kit Partner (https://eosglobe.com)
BusinessUpTurn – Media Partner (https://www.businessupturn.com)
CIOTechOutlook – Media Partner (https://www.ciotechoutlook.com)
SiliconIndia – Media Partner (https://www.siliconindia.com)
The India CX Summit and Awards 2023, organized by Synnex Group, brought together an impressive assembly of nearly 70 expert speakers from diverse fields. These thought leaders and industry pioneers hailed from various sectors and were at the forefront of innovation in customer experience. Their collective knowledge and insights contributed significantly to the event’s success.
The diverse attendee profile ranged from CEOs, Directors, Presidents, Vice Presidents, Assistant Vice Presidents, General/Deputy Managers, Senior Managers, to Heads of various organizations. These attendees hailed from Tier 1 and Tier 2 cities across India, such as Mumbai, Bangalore, Delhi, Hyderabad, and more, representing a comprehensive cross-section of the Indian business landscape.
The summit commenced with a powerful keynote address by Mr. Sudeep Singh, Vice President & Head of Customer Experience Business at SAP Indian Subcontinent, setting the tone for a day filled with inspiring sessions and discussions.
Interactive corporate presentations by industry experts provided attendees with practical insights and strategies. Highlights from these presentations include Mr. Brad Meehan from Strativity Group discussing “Customer Centricity 3.0,” Mr. KeerthiVivek Muniappan from SAP APJ exploring “Data Protection and Consent Management,” Mr. Sameer Narkar of Konnect Insights sharing insights on the “4 Pillars of Omni-channel Customer Experience Management.”, Mr. Sumedh Sulikar from FCI CCM sharing insights on the “Your Untapped Goldmine: Service Communications Redefined”, Mr. Prateek Singh from Uniphore sharing Insights on the “The Future of Enterprise AI is Human”, Mr. Sameer Narkar from Konnect Insights discussing on “4 Pillars of Omni-Channel Customer Experience Management”, Mr. Bharath M Balan, from FiveS Digital Sharing Insights on the “Powerup Your Contact Centers By Harnessing AI and Human Expertise” and Mr. Suyog Keluskar from Avalon Global Research discussing on “Using AI in Customer Experience (CX) Measurement”
One of the standout moments of Day 1 was the panel discussion on “CX automation: Streamlining customer experience for businesses.” Moderated by Mr. Nikhil Bandi, Group Chief Technology, Digital & Operation Officer at APAC Financial Services Private Limited, the panel featured experts like
Mr. M.A.Kishen Kumar, Mr. Prasad Ajinkya, Mr. Sandeep Bhosle, Mr. Sudesh Puthran, and Mr. Sandeep Ranjan, who brought valuable perspectives to the table.
Panel 2, Titled “Big Data & Data Analytics : Revolutionising the Customer Experience” feature expert like Dilpreet Singh, Suresh K, Shantanu Garg, Mitesh Jain, Joiestin David, and Harkaran Singh.
Panel 3, Titled “Conversational AI: Building a Less Artificial and More Intelligent CX” feature expert like Akash Kumar, Harmeet Chadha, Harkaran Singh, Rajiv Nagarajan, Rajgopal Nayak, and Abhijeet Bhattacharjee.
Panel 4, Titled “Omnichannel Success: Lessons in CX Strategy and Execution” feature expert like Abhinav Chaturvedi, Hari Shankar, Suraj Shetty, Rakesh Gupta, Govindaraj Avasarala, Deepak Bhatia, Abhijit Dey, Rajiv Nagarajan, Pushkar Gokhale, and Rajan Sharma.
Day 2 commenced with a thought-provoking keynote Address by Rajeev Singh, VP & Business Head – Midmarket & Emerging Business, SAP on the “Role of AI in CX,” setting the stage for further exploration of AI’s impact on customer experience.
Panel 5, titled “Changing face of customer experience in the age of AI,” featured experts like Suraj Shetty, Uddalak Chatterjee, Rebecca Nunes, KV Dipu, Vijaybahu Joshi, Shailesh Ghodekar, Krishnakant Gaitonde, Taj Anwar, and Anil Joglekar, who delved into AI’s role in predicting customer behavior, omnichannel messaging, and effective marketing strategies.
Corporate presentations added depth to the discussions, with one focusing on “Powering Up Contact Centers by Harnessing AI and Human Expertise” and the other providing a practical roadmap with “7 Steps for Implementing your Customer Experience Strategy.”
Panel 6 underscored the importance of CX-led digital transformation, featuring experts like Mathur Vadadoriya, Priya Deshmukh Gilbile, Namrita Mahindro, Arindam Dey Sarkar, Sreemoyee Dastidar, Nikhil Asopa, Ponnuswamy, Abiesh Jose, Balaji Srinivasan, and Archana Sinha.
Panel 7 explored “AI-powered CX: Revolutionizing E-commerce & Retail” with contributions from Amit Madhan, Harmeet Kaur, Harshavardhan Chauhaan, Mahesh Agrawal, Awale Ajay, Neelabh Agrawal, and Vineet Rajan. They discussed how AI is reshaping the e-commerce and retail industry, from personalization to automation.
The final panel, Panel 8, delved into “Responsible Digital Marketing” with insights from Anand Bhatia, Vijaybahu Joshi, Jayant Jain, Taj Anwar, Ashok Jaiswar, Gaurav Vig, Rajan Sharma, Manishi Chatterjee, and Ninad Raje, who discussed data analytics, automation, and aligning strategies with customer expectations.
As the two-day summit drew to a close, it was followed by the prestigious India CX Awards 2023 ceremony. This segment recognized and celebrated excellence in customer experience, acknowledging the outstanding achievements of organizations and individuals who have set new benchmarks in delivering exceptional customer satisfaction. The India CX Awards 2023 served as a fitting conclusion to an event that not only celebrated the present achievements but also set the stage for even greater innovations and advancements in the ever-evolving field of customer experience.
List Winners at The India CX Awards 2023
BEST USE OF TECHNOLOGY – Woodlands Multispeciality Hospital ltd
BEST OMNICHANNEL EXPERIENCE – Muthoot Gold Bullion Corporation
BEST CONTACT CENTER OF THE YEAR – Poonawalla Fincorp Limited
BEST CUSTOMER EXPERIENCE AWARD – Bajaj Allianz General Insurance
CX LEADER OF THE YEAR – LIBERATHA KALLAT- DREAMFOLKS
BEST CUSTOMER EXPERIENCE IN THE CRISIS – Godrej Security Solutions
Most Trusted Service Provider For Supply Chain Finance In Logistics – Shriram Finance Limited
BEST USE OF CUSTOMER INSIGHTS & FEEDBACK – DishTv India ltd (D2H)
BEST DIGITAL EXPERIENCE- Ashok Leyland
BEST CX PERSONALITY – Paul K Thomas ESAF Small Finance Bank
BEST CUSTOMER EXPERIENCE STRATEGY – Utkarsh Small Finance Bank ltd
BEST USE OF OMNICHANNEL MNC – Conglomerate Wockhardt
BEST USE OF CX TECHNOLOGY – Mahindra Lifespace Developers Ltd
WOMAN CX PROFESSIONAL OF THE YEAR – Archana PN Jupiter Money
BEST CUSTOMER EXPERIENCE Bank Of The Year – ESAF Small Finance Bank
BEST CX DIGITAL TRANSFORMATION IN INSURANCE – Bajaj Allianz General Insurance
EMERGING LEADERS IN CUSTOMER ENGAGEMENT PLATFORM – Rajiv Nagarajan Bharti Airtel
Most Promising CX Strategy OF THE YEAR – Anchor by Panasonic
BEST CONTACT CENTER EXPERIENCE – Tata Digital PVT LTD
BEST SOCIAL MEDIA EXPERIENCE – Bharti Airtel
BEST EMPLOYEE ENGAGEMENT – Future Generali India Insurance Company
Best Digital CX Platform – NovelVox
BEST B2B CUSTOMER EXPERIENCE – Aditya Birla Grasim Industries
MOST TRUSTED SERVICE PROVIDER FOR BFSI SECTOR – DREAMFOLKS SERVICES LIMITED
BEST CX DIGITAL TRANSFORMATION – Jupiter Money
BEST CUSTOMER EXPERIENCE TEAM – People Interactive (Shaadi.com)
CX PERSONALITY OF THE YEAR – Taj Anwar Vodafone Idea
CX TEAM OF THE YEAR Jiofiber – Reliance Jio
Both days of the event concluded with attendees buzzing with excitement and valuable insights. Evening networking sessions provided opportunities to share experiences and reflections from the summit, fostering a sense of community among participants. The India CX Summit and Awards 2023, led by Synnex, facilitated knowledge exchange and offered practical solutions, undoubtedly leaving attendees better equipped to navigate the evolving landscape of customer experience in the digital age.
Some of the top companies that actively participated in the 2023 India CX Summit and Awards included ICICI Securities, IDBI Bank, Bajaj Allianz, Jio, Reliance Retail, Adani Power, Manipal Health Cigna, Shriram Finance, Tata Cliq, Axis Bank, Anchor by Panasonic, Make My Trip, SBI General Insurance, Airtel, Ashok Leyland, VI, Bharti Life Insurance, Radisson Blue, Finolex, and Daikin. Their presence and contributions added immense value to the event, further enhancing the collective understanding of customer experience excellence.