Customer Experience in the Post Covid World

Overview

Customer experience has always been a way for companies to differentiate themselves. But COVID-19 has changed the rules of the game. The customer we now serve is self-isolating, prefers digital and contactless engagement channels, is more conscious about spend, and is likely to be making different lifestyle choices for some time. Designing customer experiences for this new world may call for fundamentally different approaches. But the opportunities to create value are many.

This discussion will have experts take stock of the current situation and will focus on strategies and models to plan the future to keep businesses on track in crisis times:

  • What does the future of customer service really look like? Will the after-effects of Covid-19 lay down new foundations for the future of CS?
  • What new business models will evolve to assess potential risks and define responses in the event of a crisis?
  • Remote customer experiences can still retain a personal touch?
  • Survival is a keyword in these challenging times, how are today’s business leaders learning from adversity and what are their plans looking forward?

Speakers

  • Akhil Agarwal, Chief operating Officer, IGT Solutions
  • Ashwani Mishra, Consulting Editor, ET Edge
  • Caesar Peter, Manager, Solution Consulting, Servicenow
  • Monish Vohra, Head Customer Services, SBI Cards
  • Rachna Chugh, Customer Experience, Genpact
  • Rajiv Upadhyay, Sales Director – India North, Servicenow
  • Sanjay Chincholikar, Head- Operations (India Films Business), Cosmo Films
  • Sourav Sinha, Chief Information Officer, IndiGo Airlines
  • Sudipta Barua, Strategic Initiatives & Partnerships: IB, HCL Technologies – North
  • Susanta Patnaik, COO, Supreme Industries

Speakers

Akhil Agarwal
Chief operating Officer
IGT Solutions

Ashwani Mishra
Consulting Technology Editor
ET Edge

Caesar Peter
Manager – Solution Consulting
Servicenow

Monish Vohra
Head Customer Services
SBI Cards

Rachna Chugh
Customer Experience
Genpact

Rajiv Upadhyay
Sales Director
Servicenow

Sanjay Chincholikar
Head- Operations (India Films Business)
Cosmo Films

Sourav Sinha
Chief Information Officer
IndiGo Airlines

Sudipta Barua
Strategic Communication – Acquisition & GTM(APAC)
HCL Technologies

Susanta Patnaik
COO
Supreme Industries

Akhil has been serving as the Chief Operating Officer of IGT’s worldwide operations for over 10 years. He is responsible for executing the business strategy, increasing competitiveness & depth of services while improving customer experience and employee engagement. Akhil brings with him over 30 years of management experience in operations, consulting, product development, large system integrations, and consultative selling to Travel, BFSI, Telecom across the globe.

Prior to joining IGT, he was the Vice President and Global Head of BFSI DU at Virtusa, where he was spearheading the company’s global deliveries and operations. He has also served as Vice President at Kanbay/Capgemini, where he played a significant role in the offshore delivery of multiple business units for large accounts resulting in exponential growth of the company’s global workforce, revenue and market capitalization.

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Ashwani Mishra has around 20 years of work experience, and was previously working as Editor at Economic Times CIO (ETCIO.com) and ETCISO.in from April 2015 – November 2019.

In his prior role, he was Executive Editor at DynamicCIO.com (GreyHead Media). In the past, he has worked in senior editorial positions at The CTO Forum (now CIO & Leader), CXOtoday.com and UBM (Network Computing).

He is widely known in the CIO and CISO community in India, and has developed an in-depth understanding of their unique business-technology information needs.

He is a B.E in Electronics from Mumbai University and started his career working as a Junior Research Engineer at IIT Bombay. He worked on various Enterprise IT systems for companies like Accenture. Wipro and IBM Daksh till early 2004, before taking a leap in the field of IT media.

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Digital Engagement Evangelist with extensive experience across Banking, Financial Services, Insurance and Telecom.
Currently heading Customer Service for SBI Card, the second largest card issuer in the country; leading Digital Transformation across Customer Experience, Cross/Upsell and Operations;
Was earlier engaged with organisations like HDFC Bank, Vodafone and Metlife India Insurance, in diverse domains.
Wide experience in effectively deploying Bleeding edge technologies in Artificial Intelligence, Machine Learning and Robotics for consistent service delivery and operational excellence;
establishing and managing large scale operations delivering challenging targets with accuracy, speed and economy.
Awarded Gold STEVIE Award for the Customer Service Executive of the Year 2019, by the International Business Awards.
Awarded Golden Bridge Silver Customer Service Outstanding Performance of the Year for 2019 by the SVUS.

Hold a Masters of Business Administration from Faculty of Management Studies, Delhi University and Bachelor of Engineering from the Delhi College of Engineering.

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Customer experience professional with proven expertise in enabling powerful showcase of Genpact operations to its clients, making transformation story for every client real. She has been instrumental in setting up the virtual customer experience framework that delivers enhanced customer engagement and drives growth. She has been at the core of building and customer experience journeys for client and also iintegrate CX processes with company’s sales engine. In the new normal she has proven success in fostering a culture of agility.
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‘ I am mechanical engineer , commerce Graduate and MBA in Sales & Marketing .
I have started my Career with Lupin Laboratories limited in 1984 . From 1987 I am working with Cosmo Films limited and for past 4 years I am heading India Operations for Films business . During 34 years of my association with Cosmo Films I have been working in different functions including sales , marketing , technical service and business development . I have beena slo handling export sales and marketing for almost 10 years . I also have added qualification in factory management and energy management . At present I am handling India operations including customer service , R & D , Quality assurance , manufacturing , expansion projects and engineering “
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Currently, CIO with IndiGo Airlines from May 2018 spearheading several business and technology initiatives. Responsible for formulation of IT strategy and its implementation, driving digital transformation and decision sciences and business intelligence initiatives with the mandate of improving overall efficiency of internal processes, customer services and data driven decision making.

As Senior Vice President – Information Technology with Oman Air from June 2013 thru’ April 2018. Strategized and managed IT for the Airline and other subsidiaries such as Ground Handling, Cargo and Airline Catering. Lead technology facilitator for the new Muscat International Airport.

As Senior Vice President and CIO for Kingfisher Airlines from June 2008 thru’ June 2013. In addition, involved with different pioneering information technology transformation initiatives of the UB Group – a US$ 5.5 billion conglomerate.

As Vice President (Head of Group IT) of Qatar Airways Group from October 2004 thru’ June 2008. Formulation of IT strategy, strategy implementation and managing IT operations for the Airline (Qatar Airways), Doha International Airport, Qatar Aviation Services, Qatar Duty Free and Qatar Aircraft Catering Company. Was also the Lead Facilitator in IT strategy formulation, system requirement planning and vendor selection process for Hamad International Airport. Director on the Board of SITA S.C. (2006-2007).

As the Chief Executive Officer of the IT subsidiary of Singapore Airlines (JV of Tata Consultancy Services and Singapore Airlines) from April 2001 – October 2004.

Worked with Tata Consultancy Services in different roles, location and capacity over a period of 13 years (1991 – 2004).

Over 29 years of experience in the Information Technology industry of which the last 16 years as CIO of Qatar Airways Group, Kingfisher Airlines, Oman Air and currently with IndiGo Airlines. Recipient of Asian CIO Leadership award in 2015 and Top 100 Middle East CIO Award for driving business decision making and innovative practices in 2017 and 2018. Member of New Normal Think Tank team of International Air Transport Authority (IATA) to formulate and prioritize strategies for IATA. Member of IATA Digital Transformation Advisory Committee of IATA.

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Strategic Communication – Acquisition & GTM (APAC)

Sudipta has worked across various industries in her career spanning of over 17 years. She has worked in roles across Customer Engagements & Centricity, Marketing & Brand management, CRM & Analytics, Product Development and Management, Experiential Technology.

She has Authored books on Artificial Intelligence, User experience and her core area of interest is in the space of User Experience Platform development, Experiential Communication & Strategy, Customer Behaviour and Analytics.

In her current role at HCL Technologies, Sudipta plays at the intersection of communication strategy, user experience & analytics driven content development. She has developed numerous Experience driven engagement platforms for HCL’s audiences globally.

She has won numerous awards including DMA, ACEF, PMAA to name a few. Beyond work, Sudipta is actively engaged with the HCL Foundation and is a part of CSR initiatives across Education & Women Welfare.

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“Susanta Patnaik – 26 years of experience / age 50 Years, M.A. in Economics with MMM – from Welingkar’s Institute of Management. Hard core professional with experience in Sales | Marketing | Operations | Team Management with key achievements in functional transformations across functions to achieve the organization’s goal. There is no fix mantra to meet success – unless someone is having humility to learn on daily basis, understand the ground reality and having great sensitivity to rise above all science to understand human management science. Always stay focus on two basic parameters of business pulse like “ Business insight and Business Foresight”. As per my experience no strategy is bad strategy – it fails because of undemocratic dictatorial top down approach for execution – where the team is working individually. “
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