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Leveraging Customer Service as Competitive Advantage

unwiredcp2021-04-15T08:45:29+00:00

With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking for ways to win new business. One of the ways companies are looking to one-up their competition is by highlighting their excellent customer service. In fact, the customer service as a whole is not something many companies excel at, which makes companies that truly shine at the very end of the experience process more appealing to prospects or customers.

Discussion Points

  • How is Customer Service an integral part of your business strategy?
  • How can technology play a vital role in building an competitive, agile and innovative strategy for exceptional customer service
  • Bringing about the ‘WoW Factor’ with the 4Ps in the current marketing conditions – Product, Price, Place & Promotion
  • Voice of Customer/Customer Feedback – New ways to incorporate a feedback mechanism to gauge the entire customer experience journey
  • Leveraging Customer Service as a competitive advantage – Which company or brand is acing the game today & why?

Speakers

Abhishek Gupta
Chief Information Officer
DISH TV India Ltd

Arvind Mohan
Head Customer Experience
Delivery

Gerald Carroll
AVP, Customer Workflows APJ
ServiceNow

Gerald Carroll, AVP, Customer Workflows, APJ

Gerald is the Area Vice President for Customer Workflows Solution Sales covering Asia Pacific & Japan.

Gerald joined ServiceNow in 2016 to build out the IT Transformation business across EMEA before relocating to Singapore in 2019 to join the Asia Pacific leadership team. In this role he is responsible for driving adoption and customer success of ServiceNows Customer Workflows products and more recently working with our clients, partners and government agencies to support vaccine rollout with ServiceNows vaccine administration management capabilities.

Gerald has more than 15 years experience in the software industry having previously worked with Oracle, CA and BMC Software and is also an advisor to Her Capital, a venture capital fund located in Singapore with a focus on female founded companies based in South East Asia.

Gerald holds a BSc. from Dublin City University in Chemical & Pharmaceutical Science.

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Honey Madaan
Head Customer Experience
Airtel Payments Bank

Honey Madaan, Head Customer Experience - Airtel Payments Bank

Honey Madaan is an accomplished Customer Experience leader with two decades of experience. She joined the bank in September, 2016 and played a lynchpin role in the bank’s launch. She leads the Customer Experience vertical and also, the Digital and Bottom of Pyramid product for the Bank. She has been extensively involved in developing a series of strategic solutions, business transformation and driving performance and operational efficiencies. She is passionate about customers and service.

Before joining the bank, Honey was working with Bharti Airtel for close to eight years across various customer service roles.

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Kamal Hingorani
Chief Customer Officer
SpiceJet

Kamal Hingorani, Chief Customer Officer, SpiceJet

Kamal Hingorani currently serves as Chief Customer Officer at SpiceJet, looking after Inflight Services, Customer Experience and Corporate & Industry Affairs.

He is a transformational professional with 14 years at SpiceJet in Leadership roles ranging from Sales, Marketing, Distribution, Operations (Commercial, Revenue, Airports, In-flight etc.), Training, Strategy & Network management, Policy and Regulatory management and all Customer Experience touch points. Prior to this, he has spent 20 years with global legacy carriers and another 4 years with multinational travel management companies.

He studied Executive General Management at the Indian Institute of Management (IIM) Bangalore and did his Post-Graduation in Business Management. He is a Science Honours graduate from Delhi University. He is also a Yoga enthusiast/trainer.

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Manu Lavanya
Director & COO
Max Life Insurance

Monish B Vohra
EVP & Head Customer Service
SBI Cards & Payment Services

Monish B Vohra, EVP & Head Customer Service - SBI Cards & Payment Services

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 Innovation in Customer Service – Financial Services Industry for the Year 2020, by the International Business Awards. Awarded Gold STEVIE Award for the Customer Service Executive of the Year 2019, by the International Business Awards.

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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Rahul Chopra
Chief Digital Officer
Clix Capital Services

Rahul Chopra, Chief Digital Officer - Clix Capital Services

Rahul Chopra, a digital evangelist with 18+ years of experience in Strategic IT Planning, Digital Marketing & Strategy, BI & Analytics, AI & Machine Learning, and Enterprise Applications is currently working as Chief Digital Officer at Clix Capital.

He has previously worked with Max Healthcare, Aditya Birla Capital, and Max Life Insurance leading Digital Initiatives.

He is listed under India’s Top 100 Digital Leaders Adobe Digi100 & listed as Top 100 Healthcare Leaders at International Level by IFAH.

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Contact Us

  • Address: Vakratunda Corporate Park, Vishweshwar Nagar, CTS No 256, Off Aarey Road, Next to Udipi Vihar, Goregaon East - 400063
  • Email:: etunwired@et-edge.com

Recent Webinar

Smart Data, Scalable Storage for Scoring Business Game

Meeting the ever-changing data growth requirements and catching up to constant innovations while protecting the data growth requirements is... read more

Secure and Quick Cloud Data Migration for Flexible Business Needs

2020 has intensified the need to deploy containerization to bundle together all dependencies for an application, reduce the attack... read more

3 Ways Data Management Drives AI Initiatives

IDC is expecting data to grow 61% yearly to reach 175 zettabytes worldwide in 2025. While many organizations recognize... read more