Global CX Summit, Mumbai: Experience. Engage. Evolve

Global CX Summit

December 4, The Leela Mumbai, Grand Ballroom

Global CX Summit that took place on the 4th of December at The Leela, Grand ballroom, Mumbai witnessed 143 Customer Experience heads and the top solution providers from across India. This was the launch edition that was driven by an aim to build a community for Customer Experience professionals.

The invite only conference brought together CX heads, Marketing heads, Product and Innovation heads as well as C-level officers under one roof to extensively explore the innovations and trends in the space of Conversational AI, Personalization, Data Management, Voice search, Customer data privacy, Automation and human interplay.

The conference addressed the big gap between the understanding and implementation of Customer Experience in India

Mr. David Avrin, International CX Consultant from the USA opened the day with a Keynote Presentation on “Customer Experience as a source of Competitive Advantage”He highlighted the need to remove friction from customer touchpoints and thereby create unparalleled Customer Experience.

This was followed by a Fire-side chat on “The Future of Transformational Customer Experience” by Mantosh Roy ( Nykaa), Madhav Malhotra ( Reliance Jio) and moderated by Dipu K V ( Bajaj Allianz). The discussion effectively threw light on how AI and Human can go hand-in-hand.

The afternoon session was kick-started by Vikram Sehgal, VP- Analytics Strategy, Forrester who spoke about “Creating memories and not just transactions.” He shared interesting statistics on CX scores of leading companies and spoke about leveraging emotions to differentiate Customer Experience.

This was followed by a panel discussion on ” Making Sense of the Mayhem ” which was curated as per popular topics that the delegates specifically asked for. The panel was constituted by industry thought leaders like Rishabh Mehrotra (Urban Ladder), Soumonath Chatterjee (Accor Hotels), Ajay Nambiar (L and T Realty), Dilpreet Singh(The Oberoi group), Hari Shankar (Future Generali) and it was moderated by Nitin Sethi.(Indigo Airlines)

The last industry session was an open panel discussion moderated by Vijyant Rai (Country leader- BFSI, Microsoft) and the panel constituted of experts like Vishal Sampat ( Axis Bank), Shefali Singh ( Yes Bank), Dharmarajan ( Tata Cliq), Lavdeep Walia ( More retail) and Bhakti Vithalani. (Founder and CEO- Bigspring) The panel put forth actionable content on “Creating a Culture of Customer Centricity ”

The event was very well-received as the topics resonated with the delegates and they took home valuable insights. They were especially appreciative of the quality of the speakers and the scope of discussion.

The Launch edition of GCX Summit, was held with the support of leading solution providers. Microsoft corporation was the Title Partner and Uniphore was the Gold Partner. Silver Partners for the event were Servion Global, Avaya and BigSpring.Neosoft Technologies, Redmango Analytics, Simplify 360 and Liferay were the Networking partners. Artificial Reality and Nhance Now were the Exhibitor Partners. Right Selection was the supporting partner.

Media Partners were Free Press Journal, IT Voice, Engineering Review, CEO Insights, Insights Success, CXO Voice, Martech Series, SalestechStar, AiThority.

The Award Winners of Exceptional Experience Awards were as follows.

Vendor awards

Delegate awards

  • Most Customer- Centric Initiative- Varun Agarwal ( Tata Steel )
  • Best Social Media Strategy- Prabhakar N ( Bharat Petroleum Corporation Limited)
  • Best Use of Technology to Transform CX- Tejas Shah( Axis Finance Limited)
  • Best Experience Leader in B2C- Dipu KV (Bajaj Allianz General Insurance)
  • Best Expereince Leader in B2B- Aaditya Damani( Autosys Industrial Solutions Private Limited )
  • Best Digital Experience – Suraj Shetty( Kissht)

About Exito:

Exito is a business solutions company focused on crafting bespoke solutions and contexts by designing platforms that create new business opportunities for our clients across concepts and industries. With extensive research on the market trends and experience of years in versatile industries, Exito creates a touch-point for the world buyers and sellers. Having established high levels of trust with partner organizations, Exito aspires to create organic business relations of human connect and business needs.

For more information about the conference and participation inquiries,
Reach us out at enquiry@exito-e.com or Ph.: +91-7760572518
Visit: https://www.exito-e.com/

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