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?

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