Author - unwiredcp

WHY NOW? Scaling-up the Sustainable Mandate in Your Organization

The sustainability leadership dinner session scheduled on 12th October will be a momentous high level gathering of sustainability heads and ESG leaders across industries to discuss on the need to up the ESG mandate in making sustainability a business imperative.

ESG’s individual components are linked since it is an integral part of how businesses operate. For instance, when businesses try to abide by environmental rules and more general sustainability concerns, social criteria might overlap with environmental criteria and governance. Although most of our attention is on environmental and social factors, governance cannot be hermetically divided, as every leader is aware. Indeed, mastering both the letter and the spirit of the law is necessary for effective governance. For example, preventing violations before they happen by maintaining transparency and open communication with regulators rather than submitting reports formally and letting the findings speak for themselves. On analysing ESG reporting framework, metrics such as energy emissions, waste generation, philanthropic initiatives undertaken, diversity, digital inclusion, technological integration, and ethical governance codes have become essential to ascertain penetration of sustainable values into the business processes and determine the accountability of the companies towards the planet.

Traversing the evolution of integration of ESG strategy for Customer Enterprise

ESG investment was first used in the 1960s. Socially responsible investing (SRI), which barred companies or entire industries from investments due to commercial operations like tobacco, firearms, or items from conflict-ridden regions, gave rise to environmental, social, and governance (ESG) investing. The unfathomable corona pandemic has made it crystal clear that human beings are not the masters of the planet but rather stewards of nature. Therefore, it has become non-negotiable for the corporations to ensure ethical decisions in the business processes related to environmental, social and governance aspects. The vast amount of data that is disclosed by the companies as a part of their ESG reporting is far less valuable than the detailed information that is obtained after a series of complicated processes, extensive due diligence, collaborations, and sector-specific insights. There also exists a trade-off between providing the standardized data verses the esoteric detailed analysis which form the basis of the business strategies that can ensure market outperformance. ESG is probably going to have a stronger impact on how stakeholders like consumers and investors as well as investors evaluate companies.

Building enterprise sustainability requires multi-pronged approach to rethink an organization’s stand on environmental stewardship by making sure that the ESG metrics are utilized to their maximum potential in providing detailed information regarding the risk management system, net emissions, and other commitments towards environment and social responsibility. It has become paramount for the leaders to have a hygiene strategy to sanitize wide variety of data available by investing in the correct talent pool, optimizing direct and indirect costs, business continuity planning, and identifying problems in all the phases of operations, even the supplementary ones. To make the enterprise sustainable, having tools like intelligent asset management, monitoring, and predictive systems become essential for smooth functioning of business processes to drive ESG impact and enhancing the value of the business.

With SEBI introducing the new ESG parameters called the Business Responsibility and   Sustainability Report (BRSR), the goal to become a responsible business has become indispensable for the listed entities. The inclusion of leadership indicators in the new ESG reporting framework has put the onus of integrating sustainability into the corporate DNA on the senior management by ensuring having quantitative and standardized disclosures on ESG parameters to enable comparability across companies, sectors, and time. The idea behind the new change is that such disclosures will be helpful for investors to make better investment decisions. Adopting to the new changes in the reporting framework will also enable companies to engage more meaningfully with their stakeholders, by encouraging them to look beyond financials and towards social and environmental impacts.

Key Areas of Discussion:

  • Impact of SEBI’s mandate on Business Responsibility & Sustainability Report on Indian Enterprises?
  • Evolution of ESG &Sustainability Reporting – Excel to Mod Apps
  • The Business Impact of ESG Performance
  • Role of leadership in enhancing ESG reporting

Agenda

06.30 PM – 07.00 PM Registration & Pre event Networking
07.00 PM – 07.05 PM Welcome Remarks by ET Edge
7:05 PM – 7:20 PM Context Setting by IBM Consulting
7:30 PM – 8:15 PM Roundtable Discussion
  1. Impact of SEBI’s mandate on Business Responsibility & Sustainability Report on Indian Enterprises?
  2. Evolution of ESG &Sustainability Reporting – Excel to Mod Apps
  3. The Business Impact of ESG Performance
  4. Role of leadership in enhancing ESG reporting
  5. Sustainability Data Management Systems
08.15 PM – 8.25 PM Closing Remarks by Salesforce
8.25 onwards Dinner & Cocktails

Register Now

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The Economic Times Hybrid Data Infrastructure Roundtable

The modern, hybrid data centre supports the delivery of new application workloads over dynamic network fabric and virtual machine infrastructure, enabling improved IT efficiency, automation, and agility. Utilizing a hybrid data centre is an evolution approach that enables businesses to combine the proper amount of traditional IT and the cloud to meet their needs. The ability to migrate across on-premises data centres, private and public clouds anywhere in the world is a prerequisite for today’s modern applications, depending on the needs of the business. These widely dispersed applications must expand, contract, migrate, rewrite, and redeploy as necessary to meet business requirements. Applications and data can be stored on the platform that best meets their needs thanks to a hybrid cloud infrastructure.

Infrastructures for hybrid clouds are here to stay. They offer opportunities for organisations to improve performance, cut expenses, and become more agile. The Economic Times Hybrid Data Infrastructure Roundtable will help you to think about how hybrid data infrastructure can benefit your business.

Agenda

18:40 – 19:00 Registration and Networking
19:05 – 19:10 Welcome & Introduction by The Economic Times
19:10 – 19:25 Special Address: Rob Bearden, CEO, Cloudera
19:25 – 20:25 Discussion: Sustaining the future of hybrid data infrastructure

A modern data architecture, as recommended by industry experts, can only be enabled by integrating multi-function data analytics with secure and controlled data management for hybrid and multi-cloud data developed with open-source technologies and working as a cohesive system. In this session, we will focus on:

  • Data Fabric Architecture
  • Data Fabric & Data Mesh
  • Modernising Data Management and Data Integration
  • Hybrid data Scalability
  • Dynamic or frequently changing workloads
  • Hybrid cloud networking
  • Modern hybrid cloud architecture

20:30

 Cocktail and Dinner

Speakers

Rob Bearden
Chief Executive Officer
Cloudera

Abhas Ricky
Chief Strategy Officer
Cloudera

Ashwin Jaiswal
Head Technology Strategy
Reliance Group (ADA)

Avadhut Parab
CIO
Parle Agro

Deepak Bhatia
Information Technology Specialist
Export-Import Bank of India

Manish Parikh
CTO
Atos

Narendra K Saini
CDO
Lupin

Riyaz Ladiwala
SEVP, Head tech & Operations
(EWM) Edelweiss Wealth Management

Sanjeev Chaube
Executive Vice President & Head – Big Data & Advanced Analytics
Vodafone Idea

Viraj Deshpande
CIO
Reliance Industries

Yogesh Jiandani
Founder
Vir2lize

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Reimagining the Future of Work – Leadership, Learning and Culture

“In the long run, your human capital is your main base of competition” – Bill Gates 

The shift is evident, and the very crux of organisations has drastically changed from its traditional identity. At its core, it’s a fundamental idea, yet businesses are more and more concerned with the where, what, and how their employees are faring. From becoming an after-thought whispered around the water coolers to an agenda action point at boardrooms, the concept of redesigning organisational culture has drastically evolved, not just in its importance, but the very nature of it.

The Covid lockdown eventually brought to realty the concept of work-from-home to, the culture of work-from-anywhere, owing to the synchrony between access to personal technology and digital connectivity, which is on an upswing. Leaders representing not only businesses but also governments are currently reinventing their success tactics as well as the fundamentals of organisational culture.

The ETILC-Deloitte roundtable discussion brings together industry stalwarts to discuss and deliberate on the evolution of human capital in the new normal, with a strong focus on leveraging technology, skilling & reskilling, digitizing the workforce, organizational culture, managing talent, inclusion & diversity, And the need to integrate and accelerate investments in human resource for greater equity and economic growth,  through  India Inc.

The findings in the report aptly titled  “To the Future – Human Capital  2022 and Beyond.” is an effort on the part of ETILC to integrate and accelerate investments in human resource for greater equity and economic growth and will provide CEOs and Heads of Business with statistical information on management and leadership issues. The report comprises of expert analysis and survey data on approaches to transform human capital outcomes through hybrid work, organizational culture, transformational work technologies and investments. The work includes opinions of business leaders representing India Inc. And is written in collaboration with Deloitte as its knowledge facilitator.

Report Launch: Human Capital Strategies for 2022 and Beyond

Join us on Thursday 28th July from 04.00 pm to 06.00 pm 

Register Now!

Agenda

04.00 to 04.10 pm Registration
04.10 to 04.15 pm ET Edge – Welcome Address
04.15 to 04.20 pm Deloitte – Introductory note
04.20 to 04.35 pm Keynote Address by Chief Guest
TBC
04.35 to 04.40 pm Launch of the Report on Human Capital titled
“To the Future – Human Capital 2022 and Beyond”
by the Economic Times India Leadership Council (ETILC), with Deloitte India as its Knowledge Facilitator in collaboration with ET Edge Insights
04.40 to 05.40 pm “Reimagining the Future of Work – Leadership, Learning and Culture.”

The roundtable discussion aims to highlight the evolution of human capital in the new normal, with a strong focus on leveraging technology, skilling & reskilling, digitizing the workforce, organizational culture, managing talent, and HR investment priorities.   And the need to integrate and accelerate investments in human resource for greater equity and economic growth,  through  India Inc.

Panelists

Sanjiv Navangul, MD&CEO, Bharat Serums & vaccines Ltd (BSV)
Harit Nagpal, CEO, Tata Play
Venkatraman Gopalakrishnan, CEO, TVS Credit Services Limited
Ms. Jasneet Kaur, Director, People & Culture, IPM India

Moderated by: Saurabh Dwivedi, Partner, Human Capital, Deloitte
05.40 to 05.45 pm Wrap up and conclusions

*Agenda is work in progress and is subject to change

Partners

Knowledge Facilitator

Strategic Partner

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Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

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Amplifying Your Company’s Brand With Customer Service

“Customer service is an opportunity to exceed your customer’s expectations” – John Jantsch, Marketing consultant, and Speaker

Customer expectations are at an all-time high, and they are only turning to those that can meet all of their needs, listen to their concerns, address them, and give the best possible outcome. If you are unable to accomplish so, you are already eliminated from the competition. When service and experience are what create a brand, the inherent risk for firms today is not fulfilling rising customer expectations.

There are a variety of tools and resources available to help you generate business results and achieve success faster. A functional and user-friendly support portal can help you stay connected, provide smooth interactions, and customise your support experience.

Personalization and technology go hand in hand! Although we are relying on technology in every element of our lives to propel us ahead, we cannot ignore the marketing components of our businesses. Personalization of services based on the needs of the consumer is also critical.

While organisations in the same industry compete, the focus of these enterprises should be on providing the greatest client experience. Although businesses all around the world have already hopped on board, you can’t afford to fall behind by failing to fulfill client expectations. This entails minimising redundancy in your end-to-end client experience, using current technologies like AI and Machine Learning, being more personalised, and being more adaptable. With all of this in place, you can outperform your competition, build client loyalty, and increase profitability!

Join The Economic Times Round Table discussion on the theme Harness the power of the whole company to serve the customer, to hear from industry experts on how customer expectations are shifting, variables impacting customer experiences, and how organisations can assure success by leveraging a powerful approach, emerging tools, and technology to shape the future of customer experience.

Agenda

06:00 – 06:05 PM Welcome Address by ET Edge
06:05 – 07:00 PM Round table discussion: Harness the power of the whole company to serve the customer

A company is successful when it has loyal customers that keep coming back despite the competing brands trying to lure them. What keeps these customers coming back to these businesses, and how do these brands earn customer loyalty? This session will focus on the customer services that businesses must provide in order to stay ahead of the competition in these fast-paced times, as well as the technology that will influence the future of customer experience.

Indicative talk points:

  • Ways to provide innovative technology and services to customers
  • Meeting customer expectations for a frictionless experience
  • Ways to reward customers for their loyalty
  • How to improve operational productivity
  • Empowering customer service team
  • Technology Adoption Vs. Personalisation
07:00 PM Closing Address by ET Edge

Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

Read more...

Amplifying Your Company’s Brand With Customer Service

“Customer service is an opportunity to exceed your customer’s expectations” – John Jantsch, Marketing consultant, and Speaker

Customer expectations are at an all-time high, and they are only turning to those that can meet all of their needs, listen to their concerns, address them, and give the best possible outcome. If you are unable to accomplish so, you are already eliminated from the competition. When service and experience are what create a brand, the inherent risk for firms today is not fulfilling rising customer expectations.

There are a variety of tools and resources available to help you generate business results and achieve success faster. A functional and user-friendly support portal can help you stay connected, provide smooth interactions, and customise your support experience.

Personalization and technology go hand in hand! Although we are relying on technology in every element of our lives to propel us ahead, we cannot ignore the marketing components of our businesses. Personalization of services based on the needs of the consumer is also critical.

While organisations in the same industry compete, the focus of these enterprises should be on providing the greatest client experience. Although businesses all around the world have already hopped on board, you can’t afford to fall behind by failing to fulfill client expectations. This entails minimising redundancy in your end-to-end client experience, using current technologies like AI and Machine Learning, being more personalised, and being more adaptable. With all of this in place, you can outperform your competition, build client loyalty, and increase profitability!

Join The Economic Times Round Table discussion on the theme Harness the power of the whole company to serve the customer, to hear from industry experts on how customer expectations are shifting, variables impacting customer experiences, and how organisations can assure success by leveraging a powerful approach, emerging tools, and technology to shape the future of customer experience.

Agenda

06:00 – 06:05 PM Welcome Address by ET Edge
06:05 – 07:00 PM Round table discussion: Harness the power of the whole company to serve the customer

A company is successful when it has loyal customers that keep coming back despite the competing brands trying to lure them. What keeps these customers coming back to these businesses, and how do these brands earn customer loyalty? This session will focus on the customer services that businesses must provide in order to stay ahead of the competition in these fast-paced times, as well as the technology that will influence the future of customer experience.

Indicative talk points:

  • Ways to provide innovative technology and services to customers
  • Meeting customer expectations for a frictionless experience
  • Ways to reward customers for their loyalty
  • How to improve operational productivity
  • Empowering customer service team
  • Technology Adoption Vs. Personalisation
07:00 PM Closing Address by ET Edge

Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

Read more...

Amplifying your Company’s Brand with Customer Service

“Customer service is an opportunity to exceed your customer’s expectations” – John Jantsch, Marketing consultant, and Speaker

Customer expectations are at an all-time high, and they are only turning to those that can meet all of their needs, listen to their concerns, address them, and give the best possible outcome. If you are unable to accomplish so, you are already eliminated from the competition. When service and experience are what create a brand, the inherent risk for firms today is not fulfilling rising customer expectations.

There are a variety of tools and resources available to help you generate business results and achieve success faster. A functional and user-friendly support portal can help you stay connected, provide smooth interactions, and customise your support experience.

Personalization and technology go hand in hand! Although we are relying on technology in every element of our lives to propel us ahead, we cannot ignore the marketing components of our businesses. Personalization of services based on the needs of the consumer is also critical.

While organisations in the same industry compete, the focus of these enterprises should be on providing the greatest client experience. Although businesses all around the world have already hopped on board, you can’t afford to fall behind by failing to fulfill client expectations. This entails minimising redundancy in your end-to-end client experience, using current technologies like AI and Machine Learning, being more personalised, and being more adaptable. With all of this in place, you can outperform your competition, build client loyalty, and increase profitability!

Join The Economic Times Round Table discussion on the theme Harness the power of the whole company to serve the customer, to hear from industry experts on how customer expectations are shifting, variables impacting customer experiences, and how organisations can assure success by leveraging a powerful approach, emerging tools, and technology to shape the future of customer experience.

Speakers

Ananth Subramanian
EVP and Head IT
Kotak Mahindra Asset Mgt. Co.

Konark Panday
Customer Communications Head and NPS Strategist
Godrej Properties

Md. Shamim
GM – IT
Tata Communications

Nayak Amar
Asst. General Manager-ATM Channel
ICICI Bank

Paul Baptist
Sr.Director, Customer Workflow
ServiceNow

Prashant Tyagi
Vice President – Digital Solution
Tata AIA Life Insurance

Preeti Singh
Head Customer Experience
Axis Finance

Suhas Mhaskar
Executive Director and CIO
Octave

Nataraj Tammana
Partner
Deloitte India
Moderator

Agenda

06:00 – 06:05 PM Welcome Address by ET Edge
06:05 – 07:00 PM

Round table discussion: Harness the power of the whole company to serve the customer

A company is successful when it has loyal customers that keep coming back despite the competing brands trying to lure them. What keeps these customers coming back to these businesses, and how do these brands earn customer loyalty? This session will focus on the customer services that businesses must provide in order to stay ahead of the competition in these fast-paced times, as well as the technology that will influence the future of customer experience.

Indicative talk points:

  • Ways to provide innovative technology and services to customers
  • Meeting customer expectations for a frictionless experience
  • Ways to reward customers for their loyalty
  • How to improve operational productivity
  • Empowering customer service team
  • Technology Adoption Vs. Personalisation
07:00 PM Closing Address by ET Edge

Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

Read more...

Digital Experiences to enhance efficiency, effectiveness, and engagement in the B2B customer journey

Digital experience continues to play a critical role in B2B businesses. With an increase in digital interactions between buyers and suppliers, Digital experiences are changing the expectations of all business stake holders and a huge need is being felt on enhancing this experience. This experience has also become a competitive differentiator in driving business sustainability and growth.

As per Harvard Business Review study-

Business stakeholders need information at the right place and time for them to be able to take right decisions thus enhancing business prospects and growth.

This digital experience is dependent on the selection of the right technology that offers a comprehensive solution to address B2B scenarios of Dealer Distributor management challenges and helps maximize operational efficiencies, flexibility and provides a 360-degree view at each level. Using current technologies like AI and Machine Learning, being more personalized, and being more adaptable, you can outperform your competition, build client loyalty, and increase profitability!

Join The Economic Times Experience Economy Round Table discussion on the theme Digital Experiences to enhance efficiency, effectiveness, and engagement in the B2B customer journey to hear from industry experts on understanding buyer behaviour and strengthen your business with improvement opportunities to stay ahead of the competition.

This Roundtable will focus on –

  • Transform the way a company engages with its channel partners
  • Facilitate effective field operations with complete visibility and intelligent decision making
  • Exploring the future of digital transformation and smart technologies in the value chain
  • Creating a customer centric experience across the customer digital journey

Agenda

18.00 – 18.30 Registration
18.30 – 18.40 Opening Remarks by ET Edge
18.40 – 18.55 CEO Fireside Chat
18.55 – 19.10 Special Address – Addressing the CX Dynamics
19:10 – 19:45 Shifting the Gear: Enhancing Digital Experiences

Indicative talk points:

  • Challenges in creating a customer centric experience across the customer digital journey
  • Evolution of Channel partner engagement
  • Effective field operations with complete visibility
  • Adoption & implementation of smart technologies in the value chain
19:45 PM Close of the Session

Register Now

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Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

Read more...

Digital Experiences to enhance efficiency, effectiveness, and engagement in the B2B customer journey

Digital experience continues to play a critical role in B2B businesses. With an increase in digital interactions between buyers and suppliers, Digital experiences are changing the expectations of all business stake holders and a huge need is being felt on enhancing this experience. This experience has also become a competitive differentiator in driving business sustainability and growth.

As per Harvard Business Review study-

Business stakeholders need information at the right place and time for them to be able to take right decisions thus enhancing business prospects and growth.

This digital experience is dependent on the selection of the right technology that offers a comprehensive solution to address B2B scenarios of Dealer Distributor management challenges and helps maximize operational efficiencies, flexibility and provides a 360-degree view at each level. Using current technologies like AI and Machine Learning, being more personalized, and being more adaptable, you can outperform your competition, build client loyalty, and increase profitability!

Join The Economic Times Experience Economy Round Table discussion on the theme Digital Experiences to enhance efficiency, effectiveness, and engagement in the B2B customer journey to hear from industry experts on understanding buyer behaviour and strengthen your business with improvement opportunities to stay ahead of the competition.

This Roundtable will focus on –

  • Transform the way a company engages with its channel partners
  • Facilitate effective field operations with complete visibility and intelligent decision making
  • Exploring the future of digital transformation and smart technologies in the value chain
  • Creating a customer centric experience across the customer digital journey

Speakers

Akshaya Gujral
Chief Sales Steering and Distribution
Arcellor Mittal Nippon Steel

Nikhil Bhagchandani
Deputy Director – Marketing, Aluminium Business
Vedanta 

Mr Rohit Kalyanpur
Sr. Director & Services Solutions Advisory Head
SAP
Moderator

Saurav Mukherjee
Senior Vice President – Global Sales
CEAT 

Sudeep Singh
Head – CX Business
Indian Subcontinent

Sunil Saini
Head – Corporates & Exports
Nexzu Mobility

Vipin Gandhi
Innovation & Advisory Lead
SAP India 

Agenda

18.00 – 18.30 Registration
18.30 – 18.40 Opening Remarks by ET Edge (Emcee)
18.40 – 18.55 Fireside Chat –  ” Customer centric transformation at Arcellor Mittal Nippon Steel

Speaker-
Akshaya Gujral, Chief Sales Steering and Distribution, Arcellor Mittal Nippon Steel

Moderated by-
Sudeep Singh, Head of CX Business, Indian Subcontinent, SAP
18.55 – 19.10 Special Address – Addressing the CX Dynamics – VIPIN GANDHI, INNOVATION & ADVISORY LEAD, SAP
19:10 – 19:45 Shifting the Gear: Enhancing Digital Experiences

Indicative talk points:

  • Challenges in creating a customer centric experience across the customer digital journey
  • Evolution of Channel partner engagement
  • Effective field operations with complete visibility
  • Adoption & implementation of smart technologies in the value chain

 

Moderator – Mr Rohit Kalyanpur, Sr. Director & Services Solutions Advisory Head, SAP

Esteemed Speakers –  
Mr Nikhil Bhagchandani, Deputy Director – Aluminium Business, Vedanta
Mr Saurav Mukherjee, Senior Vice President – Global Sales, CEAT
Mr Sunil Saini, Head – Corporates & Exports, Nexzu Mobility
19:45 PM Close of the Session, Followed by Cocktail Dinner

Register Now

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Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

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BFSI: Connected Customer Experience

“The Future of BFSI is connected”. Over the past couple of years, we have witnessed that BFSI sector has changed its traditional way of functioning. This is the fact that banking and financial institutions have adopted the modern and agile advanced technology to address the challenges and meeting their customer’s expectations seamlessly.

According to PWC report, 80% of traditional banks and financial firms will disappear soon that haven’t accepted the modern way of functioning through technology. To remain ahead in the race of delivering a better and connected customer experience this competitive era whether it is “Online” or “Retail”, banking and financial institutions need to be digitally transformed and must take strategic approaches to meet the demands of the customers.

Meeting the customers expectations could be a bit challenging as every single customer expects the personalized experiences as part of customer journey. Is digital transformation or digitally equipped with AI, ML, Cloud Network or Blockchain enough to meet ever-changing customer expectations. What could be the right blueprint which banks and financial institutions can have?

The exclusive round table with the theme: BFSI: Connected Customer Experience will witness discussions around how banks & financial institutions can win the competitive race to stay ahead in delivering the cutting edge connected customer experience.

Speaker

Akash Desai
Director, Solution Consulting
ServiceNow

Arpanarghya Saha
Chief Digital Officer
Nippon Life India Asset Management

Lalit Trivedi
Head – IT & CISO
ITI Mutual Fund Trustee

Milind Varerkar
Dy CGM – IT
Saraswat Bank

Zeenat Mongal
Head Customer Experience
ICICI Lombard General Insurance

Saurabh Chandra
Managing Director
BCG
Moderator

Agenda

3:00 – 3:05 Welcome & Introduction by The Economic Times
3:05 – 3:55 BFSI: Connected Customer Experience

In this session, we will focus on:

  • Trends Transforming Digital Customer Experience in BFSI
  • Tracking the customer changing journey across all channels
  • The Inextricable Link Between Data and Customer Experience
  • An approach to Online Banking in the Vernacular
  • Staying ahead of the Curve in Cyber Security
  • Data Science: Risk Assessment and Data Intelligence

Tips for Improving or standardizing the customer experience across digital channel
3:55 – 4:00 Closing Remarks

Contact Us

Address:  Lotus Corporate Park, 19th floor – 1902 and 1901, G – Wing, Off Western Express Highway, Geetanjali Railway Colony, Laxmi Nagar, Goregaon (East), Mumbai – 400063

Email:   etunwired@et-edge.com

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The Transformation of L&D: How to Set up for Success?

As we continue to navigate changes, many companies are easing out of crisis mode and considering long-term planning. Most are embracing hybrid work models and revising workplace policies to support the new norm. In the meantime, Learning and Development (L&D) has gained all the attention of executives and become a powerful function with greater goals.

Today, L&D is not only busy building a culture of learning, but also responsible for future-proofing their organisation. It requires L&D professionals to invest in their skills too. At the same time, 70% percent of L&D professionals in India are expecting their spending power to increase in 2022, giving them an opportunity to invest in talent development, technology, and their own skills.

However, all of this is spurring new pressure to deliver results too. Amidst the transformation of workplace L&D, there are greater challenges ahead of Chief Learning Officers (CLOs) and L&D leaders. In this session, therefore, some of the most successful CLOs will share their best practices, to help you set up for success.

Join this discussion to learn from peers about:

  • How to rethink skilling: Upskilling, Reskilling & Leadership Development
  • How to achieve scale and intelligence: Technology & Analytics
  • How to maintain the power and position: Measuring & Reporting the ROI

Register today, to block your calendar for a not-to-be missed virtual discussion!

Speakers

Anuradha Bharat
VP – People Operations
Razorpay Software Private Limited

Anurag Seth
Vice President & Head – Talent Transformation
Wipro

Dr. C. Jayakumar
Executive Vice President & Head – Corporate Human Resources
L&T Limited

Imani Perera
Head of Learning and Development
John Keells

Nikita Panchal
Vice President & Global Head – Talent, OD and D & I
ACG World

Moderator
Sameer Aggarwal
India Head – Learning and Engagement
LinkedIn

Agenda

11:00 – 11:10

 Welcome by ET

11:10 – 11:25

 Introduction and context setting by the moderator 

11:25 – 12:10

 Prioritizing workforce learning and development in the new normal

 

 L&D is gradually taking the center stage to help employees develop new skills and gain knowledge that will eventually lead to growth of businesses.

In this session, here is what we will focus on:

  • How to rethink skilling: Upskilling, Reskilling & Leadership Development
  • How to achieve scale and intelligence: Technology & Analytics
  • How to maintain the power and position: Measuring & Reporting the ROI

12:10 – 12:25

 Q&A

12:25 – 12:30

 Closing remarks by ET

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Rob Bearden, Chief Executive Officer, Cloudera

Rob Bearden is an experienced enterprise software executive. He was co-founder and CEO of Hortonworks, a publicly traded open-source company that merged with Cloudera in 2019. He also served as President and COO of SpringSource, a leading provider of open-source developer tools, until its acquisition by VMWare in 2009. Before joining SpringSource, Bearden served as Entrepreneur in Residence at Benchmark Capital. He also served as COO of JBoss, a leading open-source middleware company, until its acquisition by Red Hat in 2006.
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Abhas Ricky, Chief Strategy Officer, Cloudera

As chief strategy officer, Abhas leads the overall corporate strategy for Cloudera and is responsible for creating the company vision, building the business and customer target operating model, communicating that with key stakeholders via clearly defined OKRs, and executing key transformational initiatives to realize that plan. He’s also tasked with driving growth and innovation and making appropriate build/buy partner decisions, including pricing and packaging, corporate development, and Cloudera’s innovation accelerator to launch new products. Previously, he served as chief of staff and vice president for business transformation at the company. Prior to the Cloudera/Hortonworks merger, he helped scale Hortonworks’ go-to-market efforts as global head of customer innovation and value management. A management consultant by training, he is passionate about driving action and change in the society and has led projects with multiple organizations including the World Economic Forum, Founders of the Future, and other nonprofits.
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Avadhut Parab, CIO, Parle Agro

Doctorate in Management. Research interest – Strategic management , Policies impacting the , Customer Service and Satisfaction Project & Program Management of End to End SAP implementation ECC 6.0 , BI 7, BO , EP , Vistex , SEM – BCS , BPC , Adobe Interactive , Open Text – Archival , GRC, Productivity pack . More than 10 full cycle SAP Implementation projects delivered successfully in the industries like 1, Pharmaceutical , 2 -FMCG , 3. Semiconductors , 4. Automobile . Process re-engineering & operational excellence , IT Strategy building in line with organization goal , Informatiin and cyber Security Budgeting , Project Costing and Manpower Planning , Vendor evaluation , Mentoring , Mobile and web technologies, Data mining and dash boarding .

Specialties: Project and program Management , Creating IT Strategy and solutions for Business value creation , Global team management and mentoring , Driving big change management , Merger and Demerger – due diligence , Business integration and consolidation , Last mile pointed solutions .

Sound knowledge on : CMM, ISO and Pharmaceutical computer system validation as per GAMP , 21 CFR part 11 , Annex 11 — Enterprise system , Mfg Equipment and Lab Instruments .IT Documentation framework .

Implementation of enterprise systems – Trackwise ( SPARTA Systems ) , Documentum ( LSQM DMS ) , SABA LMS , Track and trace , IOT , Search base analytics

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Narendra K Saini, CDO, Lupin

Mr. Narendra Saini is the head of Digital and Data at Lupin. His responsibilities include overseeing the company’s Digital Transformation
initiatives.

Narendra brings more than 22 years of excellent mix from Products & Services organizations. Prior to Lupin, he has worked with companies such
as Reliance Unlimit, Tata Technologies, Sukrut Systems, Tejas Networks, and Philips Semiconductor (now NXP). Being an acclaimed industry speaker at international forums, he advises and mentors business leaders including CXOs globally on IoT & Analytics led Digital Transformation. He is also involved with start-up ecosystems with companies that are in a range of developmental stages.

Narendra received the 1st m-Billionth South Asia Award in 2013 for m-Governance by Digital Empowerment Foundation (DEF), DFID Sankalp
Award in 2012 and featured in the Red Herring Asia 100 – Tech Startup List in 2011. He was recognized as one of the Top 50 Innovators in India by the Department of Science & Technology (DST) and Federation of Indian Chambers of Commerce and Industry (FICCI), for his social entrepreneurial product in 2011. As a dual master’s degree holder, Narendra holds a Master of Technology from IIT-Delhi and a Master of Science in Physics from IIT-Roorkee.

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Riyaz Ladiwala, SEVP, Head tech & Operations, (EWM) Edelweiss Wealth Management

Riyaz is an SEVP and currently Head – Technology and Operations for at Edelweiss’ Wealth Management business.

The Wealth Management business at Edelweiss encompasses Wealth Management, Custodial Services, Credit and Distribution. The business services Individual and institutional clients – both in India and overseas.

Highlights

· Rich experience of close to 25 years in capital markets having spent significant time in operations, technology, strategy and business across broking, research, and financial planning, wealth and asset management.

· Digital champion with strong expertise in driving digital transformation across enterprise, managing large tech projects across consumer platforms and driving a culture of customer experience in the organisation.

· Strong leadership skills; has led a variety of teams ranging from 25 to over 500 in various roles over his career.

Career Highlights

Started his career in 1996 as an analyst with Quantum Financial Services – India’s first independent equity research house.

· At Quantum, starting with a small team of 5, Riyaz grew the team to more than 100 offering a variety of advisory services for Indian investors.

· Led technology and operations teams which launched equitymaster.com – India’s first equity research portal, the first online portfolio tracker software and the first portfolio to offer financial news, stock charts and live stock prices.

· Over 12 years, transformed the organisation from the offline world into a digital powerhouse

 

Moved to Edelweiss in 2008. Have now spent close to 13 years at Edelweiss Financial Services.

· During this period, he served as the COO for the retail broking business and jointly led the operation and technology integration of Anagram Stock Broking (acquired by Edelweiss in 2011).

 

· After co-heading the retail broking business, he moved to leading all digital and tech initiatives for Edelweiss’ Wealth and Broking businesses. Some of the key highlights of this position:

1. Built the customer service and analytics backbone for broking and wealth business through a comprehensive data warehouse

2. Led the team which developed the Edelweiss Mobile Trader platform – India’s highest rated mobile trading application

3. Drove the conceptual and development rollout of Edelweiss.in – India’s favourite online investment destination

4. Set up and ran processes for several new businesses at Edelweiss, including ESOP Funding and Asset Management

 

· Served as COO of Edelweiss’ Asset Management business between 2017 to 2020. Over three years, built out the foundation for scale and digital adoption. Oversaw the operations of the

AMC from an AUM of 6,500 cr to just over 50,000 cr in this period. A highlight of this tenure was the launch of Bharat Bond, India’s first debt ETF.

 

· In his current avatar as Head – Tech and Operations, Riyaz is responsible for setting out the tech vision for the organisation and its execution across all business verticals. Key strategic priorities for him are to build scale at the enterprise and upgrade customer platforms to improve client experience.

Riyaz is an MBA in Finance from MET Institute of Management Studies, Mumbai along with degrees in Physics and Cost Accountancy.

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Yogesh Jiandani, Founder, Vir2lize

  1. Founder of Vir2lize, building a healthcare solution utilizing IoT and Cloud.
  2. Management Consultant at Information Security Systems International involved in Public Cloud (AWS, Azure, and Google Cloud) Partner consulting, audits, and advisory.
  3. Advisor to TrainingWorld360.com for co-creation of L&D Maps for a large MNC on MultiCloud involving AWS, Google, Docker, and Kubernetes.
  4. Mentor for Fintech, AI, and IoT startups in sales and business development. He has helped startups with their investor and sales pitches.
  5. Speaker and Moderator at several industry forums and events with Cisco, Economic Times, Nasscom COE, FICCI, IBM, Microsoft, LTE Asia, APRICOT, SANOG, Barclays RISE, and others. Judge at the Fintech Finals 2017 for selection of India finalist representation at Hong Kong.
  6. Advisor to some top financial & Telco customers on their Cloud, Datacenter, and 5G strategy.

Before, he was the CTO and Head of Presales for the Global Service Provider (GSP) segment, India and SAARC region at Cisco. Yogesh’s 12-year career at Cisco was rooted in evangelization and strategic consulting for telecommunications networks. He was responsible for developing and managing the India and SAARC Service Provider segment vision and strategy. He has worked closely with the CxOs in the top telecom operators in India, ASEAN, and the US to define the next wave of solutions to add value to their offerings, reduce operational expenses and drive agility in deploying new services.

He is an industry veteran with a career of 30 years span working with Multi-Cloud, DevOps, Telecommunications and Service Provider (SP), Enterprise (Banking and Financial Services, Manufacturing, Logistics, and Oil & Gas segments), Government, Defence, and Sports building large scale networks.

He led large-scale Smart City builds & the Digital India program with the SPs.

He has been widely associated with the education sector working with them to evolve their programs for the upcoming generations aligning them to real-world developments.

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Nikhil Bhagchandani, Deputy Director – Marketing, Aluminium Business, Vedanta

A dynamic professional in the commodity industry, Nikhil has over 13 years of commercial experience in metals sales, raw material procurement and digital projects. His expertise spans diverse functions and responsibilities, including Strategic Sourcing, Process Excellence, Industrial Sales & Marketing, Supply Chain Management, Strategic Planning, Business Development and High-Impact Projects.
Nikhil started his career in 2008 with Bharat Aluminium Company (BALCO), India’s iconic aluminium producer and a subsidiary of Vedanta Limited, and has since held multiple leadership positions at BALCO, Sterlite Copper and Vedanta Limited.
Currently, he leads marketing and customer engagement for Vedanta’s Aluminium Business in India, which is India’s largest aluminium producer offering the largest portfolio of aluminium products to an illustrious clientele in over 30 countries.
Besides a Master’s in Business Administration from ICFAI Business School, Hyderabad, Nikhil also holds a Bachelor of Technology Degree in Electrical and Electronics.
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Sudeep Singh, Head of CX Business, Indian Subcontinent

Sudeep joined SAP with rich and varied experience in leadership roles across Automotive, Telecom and Technology industries. He was part of Tata Group’s prestigious leadership program TAS and worked in companies like Tata Motors, Titan and Tata Communications in high impact roles before joining Salesforce India. He has consistently delivered on customer success for organizations with people success metrics.
He has rich experience of working in B2C and B2B environments with a successful track record of using technology as a driver to transform business with a deep focus on CX. He brings the diversity of driving transformations first hand and then enabling the same as part of a technology provider in the Indian market !
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Vipin Gandhi, Innovation & Advisory Lead, SAP India

Vipin is the Innovation and the Advisory lead for India and has a patent to his name for traceability of Cotton from Farm to the finished Good and is the India Innovation and advisory Lead, SAP INDIA. He is responsible for the growth of the Intelligent Technology portfolio constituting ML, AI, IOT, BLOCKCHAIN AND ANALYTICS and Cloud applications.

Vipin has led the conceptualization and delivery of the first in Indian auto Industry solution on Industry 4.0 with M&M and has been engaged with many customers on their digital transformation journey.

For the past four years, he has been involved in establishing SAP as the preferred Innovation Partner in India. For most part his career, he has been involved in developing strategies for business.

This extensive experience in business strategy and operations has shaped the strategy he had put in place towards digitally transforming and deploying cutting edge technology at Welspun. Welspun was amongst the first few to have embarked on a journey of creating the digital core by implementing SOH HANA.

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Anuradha Bharat, VP - People Operations, Razorpay Software Private Limited

Anuradha Bharat is the Vice President of the People Operations function at Razorpay. A dynamic and creative HR, Anuradha comes with a wide-ranging experience at high-profile organizations across varied industries.

With a strong experience in the design and implementation of innovative HR, leadership and talent initiatives with a solutions-oriented approach,
she is known for her charismatic relationship-building skills and a consultative style of working. She was among the first fifteen members of Razorpay, along with being it’s first female employee.

Anuradha has worked with large organisations like VMWare and Symphony before she started to build the Razorpay team from scratch. She is an expert in building and leading great people-oriented teams and programs, change management, executive coaching, talent acquisition, workforce planning and employee relations, performance management, diversity, and organization design &
development, to name a few.

Anuradha has a proven track record in creating organizational transformation by aligning people strategies with business objectives. With over 15 years of experience, Anuradha is an MSc in Psychology and Organisational Behaviour from the Mysore University

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Anurag Seth, Vice President & Head - Talent Transformation, Wipro

Strategic Business Leader
An expert in taking ideas, products, and services from incubation to significant scaleup; aspiring to support organizations through complex talent transformation and people management journey. Worked with multi-cultural, geographically diverse stakeholders
and teams across USA, Canada, UK, Europe, Japan, and APAC; gained significant experience presenting at both Board and Executive levels.

PROFILE SUMMARY
Visionary and transformative leader with over three decades of business leadership and talent transformation experience. Outstanding track record of success in ensuring exceptional service delivery, driving business growth, customer relationships & governance, enabling talent transformation, encouraging innovation & product development, and delivering operational & financial efficiencies complemented by strong
business acumen.

Deployed industry best practices to build future-ready digital talent; implemented business transformations and instituted exceptional performing teams though employee engagement and culture change, catering to 220K+ global employees, at peak. Spearheaded as a Change Leader; aligning and building execution strategies backed by proven planning and cost control ability.

WORK HISTORY
Wipro Limited; Bengaluru MAY 1990 – PRESENT
Vice President & Head – Talent Transformation Apr 2017 – Present
Vice President & Head – TopGear Apr 2016 – Dec 2020 | Mar 2022 – Present
Vice President & Head – Business Continuity Jan 2016 – Dec 2020
Earlier Roles (6 Promotions) May 1990 – Mar 2016

KEY ACHIEVEMENTS @ Wipro
➢ Formulated and executed strategies to oversee technical & management trainings
catering to 220K+ strong global employee base; increased the number of freshers billed
per quarter and corresponding freshers index by 100% and 50%, respectively.
➢ Conceptualized, developed, and implemented a unique ‘Remote Desktop Protocol’
solution to enable new hires access organization’s network and receive relevant
trainings; saved $10M by accelerating training of 18K resources.
➢ Established TopGear as a credible delivery model with ~53% Y-o-Y growth; engaged
75K+ employees and enabled $10M annual savings on the bottom-line.
➢ Enabled 94% of the employees to work productively from home, 4% from customers’
offices, and 2% from organization’s offices; maintained primary focus on health &
safety of staff and infrastructure, especially during the pandemic.
➢ Held global P&L accountability of the transportation industry vertical worth $100M
revenue; acquired ~15 marquee clients and grew the vertical 3X within 4 years.
➢ Grew the team from 500 to 2.5K within 3 years as Solution Delivery Head; achieved
one of the best operational parameters for the vertical and championed initiatives
around delivery excellence, knowledge management, and Six Sigma.
➢ Conceptualized and developed an innovative product for business process
management – FlowbriX; received the Chairman’s award for best innovation.

KEY EXPERTISE
Influential Leadership
Talent Transformation
Service Delivery Excellence
P&L Management
Client Relationship & Governance
L&D Strategy & Roadmap
Innovation & Transformation
Negotiation & Liaison
Stakeholder Management
Employee Engagement
Business Continuity
Organization Culture & Change Agility

EDUCATION
Post Graduate Program for
Software Management (PGSM) |
Indian Institute of Management
(IIM), Bengaluru | 2001
Bachelor of Engineering – Computer
Science | Bangalore University,
Bengaluru | 1990

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Dr. C. Jayakumar, Executive Vice President & Head - Corporate Human Resources, L&T Limited

Executive Vice President & Head – Corporate Human Resources (CHRO), Larsen & Toubro Limited, an Indian Multi-national Conglomerate with diversified interests in infrastructure, heavy engineering, manufacturing, IT, technology, and financial services with operations across 30+ countries worldwide.

A highly result-oriented, HR professional with 33 years of experience in successfully planning, designing, implementing, and managing various strategic HR Initiatives. He has been the Head of HR for various businesses, independent companies, and JVs within L&T Group, including
leadership roles in the Middle East & Africa Region. He has led various transformational initiatives within the organization including digital transformation. He has been an established thought leader and widely acclaimed speaker in various national and international conferences and forums.

On the academic front, he has 3 Master’s degree (Economics, Labor Studies & Human Resource Management). He has also earned a degree in Law (LLB) and a doctorate in leadership from the University of Madras.

Dr. C. Jayakumar has various national and international certifications and accreditations in the Psychometric and behavioral sciences domain. He is also certified in Organizational Development from the NTL Institute of Advanced Behavioral Sciences, USA.

Dr. C. Jayakumar has made an immense contribution in the Human Resources arena over the years. He presides on the boards of esteemed professional bodies such as:
• Academy of Human Resource Development (AHRD)
• All India Management Association (AIMA)
• SAP SuccessFactors CHRO Advisory Board
• Advisory Board Member for the ReThink HR Conclave 2022 by Sapphire Connect

and in the Board of Studies of prestigious educational institutions such as:
• IIM Trichy
• Madras School of Social Work
• University of Madras, Department of Labour Management
• School of Inspired Leadership (SOIL)
• Guru Gobind Singh Indraprastha University, Delhi
• Chandigarh University
• Kalinga (KIIT) University, Bhubaneshwar

Dr. Jayakumar has been bestowed with HR Lifetime Achievement Award 2021 by Economic Times
and People Business.

ETHRWorld recognized him among the top 50 HR Thought leaders of 2022 acknowledging his
exceptional work done in HR leadership.

He is a life member of NIPM, NHRDN & ISTD

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Imani Perera, Head of Learning and Development, John Keells

Imani has worked in HR, Marketing and Management Consulting in multiple sectors ranging from manufacturing to leisure, financial services to information technology. With a passion for Organizational and Human Capital Development, she currently heads Learning and Development for John Keells Group – one of Sri Lanka’s largest listed conglomerates- formulating people development strategies and learning solutions for its diverse businesses.
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Nikita Panchal, Vice President, Global Head Talent, OD and D & I ACG World

Nikita considers herself as an agent of transformation and it thrills her to constantly push the edge of consciousness in
herself and in others. She is an Executive Coach and a Global Leader with a HR experience of over 19 years. Most of her
momentous work is in the space of Organization Development, Talent Management, Diversity & Inclusion and creating
future ready organizations. Her work contributes in enabling strategic management, leadership pipeline creation, scaling
up & streamlining of business and culture building. She has worked with reputed organizations like TATA Asset
Management, Motilal Oswal Securities and is currently associated with ACG Group.

She is a certified coach from International Coaching Federation : Leadership that Works, USA and has done her MS in

A W A R D S
BUSINESS WORLD 40 UNDER 40 LEADER
Business World : HR 40 under 40 Award 2022
T A PAI YOUNG HR LEADER
The Economic Times : The Great Managers Award 2020
HR FUTURE LEADER
PeopleFirst HR Excellence Award 2017
LEADING PRACTICES IN HR BUSINESS PARTNERING
PeopleFirst HR Excellence Awards 2017
BEST APPRENTICESHIP / ON THE JOB TRAINING PROGRAM
TISS LeapVault CLO Awards 2017 & 2013
EXCELLENCE IN SCM (SUPPLY CHAIN MANAGEMENT) COMPETENCY MAPPING AND DEVELOPMENT
PROGRAM.
NITIE (National Institute of Industrial Engineering) 2015
BEST BLENDED LEARNING PROGRAM
TISS LeapVault CLO Awards 2014
Positive Organization Development and Change from Weatherhead School of Management at Case Western Reserve
University, USA. She is certified as an ‘OD Practitioner’ by Indian Society for Applied Behavioural Science (ISABS) and has an advance certification in Neurolinguistics Programming (NLP) by Richard McHugh.
She takes pride in wearing several hats and is able to nourish the common thread of LEARNING IS LIBERATION that
weaves its way through all of them.

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Sameer Aggarwal, India Sales Head - Learning & Engagement Solutions, LinkedIn

Sameer started his career as a dot-com entrepreneur while in college selling “Email-as-a-service” and building websites. He has had stints with A.T. Kearney, Genpact and HP and has a diverse set of skills in Technology, Operations and Sales. He has been with LinkedIn for 8 years. As Head of LinkedIn Learning and Glint, Sameer works with organizations across India to build robust employee development, internal mobility and employee culture programs leveraging the tools, data and insights available from LinkedIn.  Sameer is also the country lead for the Wisdom Employee Resource Group (ERG) that aims to create a workplace where everyone can succeed regardless of age.
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