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

  • Anil Jain, Chief Delivery Officer, In-Solutions Global Limited
  • Arunashish Ghosh, Director, Virtusa
  • Ashok Harris, President – Global Delivery, Hexaware Technologies Ltd
  • Ashwani Mishra, Consulting Editor, ET Edge
  • Balakrishnan A, Executive Director, Geojit Financial Services
  • Caesar Peter, Manager – Solution Consulting, Servicenow
  • GP Ashok Kumar, General Manager & Chief Technology Officer, The Karur Vysya Bank
  • Rubal Sahni, Sales Director, Servicenow
  • Vivek Vashist, Senior Director, Concentrix

Speakers

Anil Jain
Chief Delivery Officer
In-Solutions Global Limited

Arunashish Ghosh
Director
Virtusa

Ashok Harris
President – Global Delivery
Hexaware Technologies Ltd

Ashwani Mishra
Consulting Editor
ET Edge

Balakrishnan A
Executive Director
Geojit Financial Services

Caesar Peter
Manager, Solution Consulting
Servicenow

GP Ashok Kumar
General Manager & Chief Technology Officer
The Karur Vysya Bank

Rubal Sahni
Sales Director
ServiceNow

Vivek Vashist
Senior Director
Concentrix

Anil Jain, Chief Delivery Officer, In-Solutions Global Limited

An endeavouring business and technology strategist supported by over two and half decades of accomplished global career with entrepreneurship, well-known business houses and technology organizations. A thought leader with never-ending quest to learn and excel, Anil Jain graduated from IIT Bombay from the class of ’92. In order to add formal skills in Management, he completed the Post Graduate Program in Management for Executives (PGPMX) from IIM Indore in 2016.

He is currently engaged with In-Solutions Global Limited, a digital payments company as Chief Delivery Officer. In his current position he is responsible for delivery of various Software and Solutions in Digital Payments Domain and while fulfilling this responsibility he has innovated many solutions. He has been involved in development & delivery of multiple products including Payment Gateway, Card Management System, Merchant Acquiring Solutions, Reconciliation Systems, Interchange Systems, Merchant Settlement Systems, Authorization Host, Acquiring Switch and Bharat QR based systems.

He kick started his software product development journey as an entrepreneur couple of decades before with a Home Loan & Deposits product for a Home Finance Company. He then went on to design & develop a Total Branch Automation product and customized/implemented it in several cooperative banks in Central India.

Subsequently in one of his engagements he handled the development/customizations of a Case Management based product to enable the Workflows such as Loan Modification, Legal, and Real Estate Management etc. between various stakeholders in the Mortgage Default Industry of US.
For a brief period as Chief Delivery Officer of a Tata Group Company handled the delivery of proprietary Core Banking Solution, Finacle, Automated Data Flow, AML, Micro Finance Solution and other software.

He has a special passion for development and delivery of mobility solutions and have successfully delivered solution in Merchant Acquiring, Credit Card and other domains.

He has wide experience of Product Development in several domains that include Railways, eCommerce, eGovernance, mGovernance, Education, Logistics & Transportation, Manufacturing, eProcurement, Reverse/Forward Auction.

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Arunashish Ghosh, Director, Virtusa

Arunashish is a leader in digital transformation and transition offerings with leading MNC IT organisations with primary expertise and domain knowledge of banking insurance and telecom. He plays a role of strategist, solution designer and delivery of automation projects using RPA, BPM Cognitive capabilities like AI ML computer vision etc. He works closely with CXOs for all strategic initiatives of his clients across industries.

He holds an engineering degree from NIT and Management from IMT Ghaziabad with over all 17+ yrs of experience. He is Technology Director with Virtusa Consulting Services and earlier worked with organization like Citibank, HSBC, Cognizant and Capgemini.

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Ashok Harris, President - Global Delivery, Hexaware Technologies Ltd

My focus is to identify new channels of business for the company leveraging partners, identifying new digital offerings to take to market, improving winnability in deals and creation of new-age skills. The role involves setting up the processes for foundational aspects such as creating skills, conceptualizing and creating new offerings, designing and executing Go-To – Market strategies in conjunction with strategic partners.
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Ashwani Mishra, Consulting Editor, ET Edge

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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Balakrishnan A, Executive Director, Geojit Financial Services

Joined as IT Head and CTO in 1998. Served as Managing Director of Geojit Technologies – a Subsidiary of Geojit Financial Services Ltd. for 6 years. Became Executive Director of Geojit Financial Services Ltd in 2018.

Board Member of Barjeel Geojit Financial Services LLC – UAE – a Joint Venture with Al Saud Group

After post graduation, joined in National Informatics Center, New Delhi and then moved to private sector in 1996.

Recognitions:-
Twice obtained IDG Media CIO-100 award. Manager of the Year 2009 from Kerala Management Association.
BNP Paribas Innovation Award.

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GP Ashok Kumar, General Manager & Chief Technology Officer, The Karur Vysya Bank

Mr. Ashok has vast experience in transformation of the bank from manual banking to modern era technology bank. He provides insights on strategic technology initiatives across the organization and build standardization, collaboration, and technology innovation across banks.

Mr. Ashok possess an insightful knowledge of System Integration and Implementation of multiple banking products. He has handled the projects from the digitization stage to the latest digital transformation technologies. He is a techno-functional person with knowledge in Banking, Information Technology, Information Security Systems, and Electronic payments.

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Vivek Vashist, Senior Director, Concentrix

Passionate about customer experience having spent over 23 years working with fortune 500 clients in many domains. Managing teams in over 8 countries helping me learn needs of customers and employees in different cultures. I am particularly excited about the new trends and innovation in the Customer service space. I like challenging the status quo and being vocally self-critical, thereby constantly evolving experience of customers both in short and long term.

During my career so far, I have been fortunate to be part of some excellent growth and success stories. However, there has been enormous learnings from mistakes as well. The one thing that has remained consistent is if you constantly build a culture of customer obsession and work backwards, you will find everything falling in place. This is usually the hardest part but is truly the most critical. While technology is changing how we do business today, the humanization part of the customer care is still the same and will likely remain.

I obsess over innovation but on behalf of customers and employees. Therefore, I believe it’s a journey and I constantly aspire to continue building world class customer service teams.

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