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

Akash Desai
Regional Head – Solution Consulting
ServiceNow

K V Dipu
President & Head Operations & Customer Experience
Bajaj Allianz General Insurance

Kayzad Hiramanek
Chief – Operations & Customer Experience
Bajaj Allianz Life Insurance

Lalit Lalwani
Global Head, Digital Customer Experience Management
TCS

Sachin Madhukar Shinde
Regional Director
ServiceNow

Sharatee Ghosh
Executive Vice President – Customer Experience Centre & Virtual Relationship Management
Kotak Mahindra Bank Limited

Suman Kargupta
SVP & Head Customer Experience
Reliance Jio

Akash is an industry veteran with an experience of 25 years in IT, spanning Function Management, Solution Consulting, Value Engineering, Technical Pre-Sales, and managing large Enterprise customer engagements. His core expertise includes Digital Transformation and High-Productivity Application Platforms, IT Service Automation, Next gen. Customer Service Management, Integrated Risk Management, Business Continuity Solutions, Cloud Mgmt., Hyper-Converged Computing with a strong domain knowledge on Telecom and Banking space.

In his current role, he manages a team of Solution Consultants and helps drive Customer Success for ServiceNow Customers.

Close
K V Dipu is President & Head of Operations and Customer Service at Bajaj Allianz General Insurance Company. He has led numerous industry leadership projects as the head of operations, communities & customer service @ Asia’s leading general insurance company. Mr Dipu forefronts the digital transformation drive at Bajaj Allianz GIC, leveraging start-ups from fintech/insure tech globally, while leading a team of ~1600 people in 170 locations. A management graduate from the Indian Institute of Management Lucknow (IIM Lucknow), he joined Bajaj Allianz GIC in 2016 after a stellar career of nearly 20 years with GE Capital.

During Mr Dipu’s distinguished career spanning over 24 years, his forte has been combining digital transformation with deep domain expertise & six sigma rigor to redesign the business model for operational excellence and customer delight. Bajaj Allianz GIC features in IDC’s list of top 20 insurers for 2020 in the Asia Pacific, is ranked # 7 in the list of global top 100 digital insurers and has twice been awarded “Digital Insurer of the Year” across Asia.

Mr Dipu is a certified lean six sigma black belt and a member of the Harvard Business Review Advisory Council, an opt-in research group of business professionals. Many of his accomplishments have received industry awards & press coverage. A speaker on transformation & innovation at various domestic & global industry forums, he is also an IvyExec mentor & a member of the Customer Advisory Board of UiPath.

He has been recognized by various industry forums for his inspirational leadership – BFSI Innovative Technology Awards 2018, BFSI Game Changer Award 2019, BFSI 100 Innovation Leadership Award 2019, Best Experience Leader B2C at the Global CX Summit 2019, BFSI Leadership Award 2020, and 50 Fabulous Innovative Leaders Award 2020.

Close
Kayzad Hiramanek has two Masters degrees in Commerce & International Business. He is also a qualified Six Sigma Black Belt and a Graduate of the University of Michigan’s Global Leadership Programme.

Kayzad has worked in multiple sectors: Hospitality & Travel with the Taj Group of Hotels. Telecommunications, with BPL Mobile, Idea Cellular, Sify and Bharti Airtel wherein he has handled numerous responsibilities in CRM, loyalty programmes and services marketing. Kayzad also did a stint in the Real Estate industry with Damac Properties in the UAE.

Kayzad has been with the Life Insurance sector since 2007, starting with ICICI Prudential Life Insurance Company Ltd, to set up the company’s shared services centre and heading the company’s central operations, service and policy persistency portfolios. Kayzad then joined Avantha ERGO Life Insurance Company Ltd, a green field start-up, where he was Chief Operating Officer heading the overall operations, projects and IT portfolios.

Presently he is Chief- Operations and Customer Experience at Bajaj Allianz Life Insurance Company Ltd, heading the operations, collections, persistency, customer experience, underwriting, policy holder risk, claims, business process reengineering and retail branch portfolios.

Kayzad is a speaker of international repute and has lectured at several fora globally on the topics of operations excellence, customer & stakeholder experience management, embedded analytics, outsourcing/ vendor relationship management, project management, technology adoption, organization diversity and resilience.

Close
His unit provides Transformational Customer and User Experience solutions to a large set of Clients touching nearly all industry verticals; with delivery units in India, Philippines, LATAM, USA, UK & MEA. This unit works closely with CEOs, COO and Chief Customer Officer in consulting, redesigning and delivering personalized experience transformation.

Lalit brings 25+ years of experience across Experience management, Consulting, Planning, Transformation and Service delivery. An MBA and Physics graduate, enjoys playing Badminton and Volley ball

Close
Having spent over 2 Decades in IT sales, from tech start-ups to global enterprise software, I have had the privilege of working with some of the best organizations in the industry. I now support the leaders of financial institutions in their transformation towards future-ready, next-generation banking. By bringing together complex and siloed data, I believe we can enable full visibility in relation to finance and risk information and allow banks to confidently make operational decisions as they move into their digital future.
Looking to connect with tech and banking leaders across India and around the world.
Close
Sharatee Ghosh heads the omni-channel Customer Experience Centre and Virtual Relationship Management platform for the mass affluent segment at Kotak Mahindra Bank. She is responsible for customer service provided by the Bank across channels such as phone banking, email and social media. Additionally, she also drives customer outreach and manages cross-sell campaigns through the Bank’s outbound contact centre.

Sharatee joined Kotak in 2007. Prior to this role, she was EVP – Service Quality and Principal Nodal Officer at Kotak Mahindra Bank. She led the bank on a journey to deliver the goal of a differentiated customer experience, spearheaded by measurement metric changes to the Net Promoter System (NPS). Along with NPS, she has also worked on customer journey maps, customer experience principles and embedded CX best practices into the Bank’s DNA, processes and standards.

Sharatee is a business manager with a proven track record of successfully handling diverse banking assignments across highly competitive and global organisations including Kotak Mahindra Bank, GE Money and CitiFinancial, India.

She has a post graduate degree in Management Studies from Symbiosis, Pune and is an alumnus of Economics at Jawaharlal Nehru University, Delhi. She was voted one of India’s top 100 Women in Finance in 2019 by Association of International Wealth Management of India.

Close