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“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 Virtual Round Table discussion on the theme Amplifying your Company’s Brand with Customer Service, 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.

Dr. Anand Ramanathan
Partner
Deloitte India

Ganapathi TB
Executive Vice President & COO
Happiest Minds

Kanchan Karkal
Customer Experience Management
Manipal Health Enterprises

Rubal Sahni
Regional Director
ServiceNow

Smitha Kumar
Vice President – Customer Experience
Equitas Small Finance Bank

Shishir Saxena
APAC Head – Client Strategy & Transformation
Altimetrik

Sriram Srinivasan
Head – Digital Banking
Ujjivan Small Finance Bank

“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 Virtual Round Table discussion on the theme Amplifying your Company’s Brand with Customer Service, 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.

Mayank Gupta
COO
JSW One Platforms

Loveena Khatwani
EVP, Client Experience, Edelweiss Personal Wealth
Edelweiss Wealth Management

Harpreet Bhinder
Sr. Vice- President, Customer Service Operations (CSO)
Tata Teleservices

Shailendra Badoni
Vice President – Services
NTT Ltd

Pankaj Bajaj
Solution Sales for Customer Workflows
ServiceNow

Anand Ramanathan
Partner
Deloitte India
Moderator

“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 Virtual Round Table discussion on the theme Amplifying your Company’s Brand with Customer Service, 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.

Aneet Chaku
Head, Customer Service (Asia Pacific, Middle East & Africa)
Apollo Tyres

Ashwani Nandini
Senior Vice President and Head of Delivery Assurance
GlobalLogic

Anish Ahuja
Vice President – Service
Whirlpool of India

Kunal Anand
Chief Operations and Customer Services Officer
Aviva Life Insurance Co India

Kushagra Goswami
Senior Solution Specialist – Customer workflows
ServiceNow

Rajesh C
Head Customer Service Planning & Strategies, GM
LG India

Sanjay Singal
COO
ITC

V R Sharma
MD
Jindal Steel & Power

TK Arun
Senior Editor & Journalist
Moderator

“Data” The Most Important Tech Trend Today

Data is the new oil even though cliché is yes, a very important resource on the face of the earth. A very safe prediction that one can make is that data is and will continue eating the world. As the data driven AI systems replace rule driven approaches, they also make hard acquired knowledgebases and traditional technology infrastructures irrelevant in the process. This gives an opportunity to the David’s of the modern world to disrupt the market with data driven innovations and challenge the Goliaths.

Join top CIOs from BFSI, Manufacturing, Healthcare, & Retail industries for an exclusive roundtable discussion, exchanging opinions, experiences and knowledge on their journey from implementing analytical data warehouses, simplifying reporting with dashboards, and enabling businesses to make transformative decisions. Learn how your peers from other industries are transforming their business with real-time data & analytics.

Discussion Points:

• How AI can help unlock the insights from large unstructured datasets
• Synthesize data and creating the right models to create right volumes of data
• How to create an analytical data warehouse for your organization
• New tools and its implementation on creating, sharing, reporting & consuming data
• Leveraging power of data to deliver product & business innovation in manufacturing, retail, healthcare / pharma, and BFSI
• Working on smarter, faster and more responsible AI
• Optimizing dashboard techniques for optimizing business

Aneel Kumar
Head IT
Goodyear India

Angadi Virupakshappa
CIO
BEML

Arti Dhole
CIO
Cosmos Bank

Bharath Yaragatti
VP ( Customer Engineering)
Niveus Solutions

Bibek Maity
CIO
LUX Group

Manil Paul
CIO
Century Plyboards (India)

Sundar Pelapur
Customer Engineering Manager
Google

Amit Patnaik
Director
KPMG In India
Session Chair

Venkat Raman
CIO
MTR Foods

As of FY 2020, India was home to over 1300+ Global Capability Centre (GCC) organizations, employing more than 1.3 million and contributing US$33.8 billion in gross revenue (NASSCOM 2021). This accounts for more than 45 per cent of the GCCs in the world.  India is one of the preferred GCC destinations due to the presence of a unique ecosystem, including academic community, start-ups, access to talent, and support from the government.

Having started for cost arbitrage, today they have blossomed into technology hubs, helping drive the transformation agendas of their respective parent organizations. They conceptualize new products and services based on evolving market needs.  And these innovations leverage cutting edge solutions to business challenges and digitalization using emerging digital technologies. Clearly, the work that is being done by the GCCs here, in India, is impacting global business in radical ways, and provides strategic advantages.

An unequivocal differentiator for the GCCs is talent. And developing and nurturing talent is and will continue to be one of the critical challenges GCCs face, as they plan to transform. As GCCs aspire to become “business partners” in shaping the overall organisational strategy itself, digital transformation and process innovation are the key levers to master.  Digital skills for the entire workforce along with full stack development, software engineering, cloud, analytics, AI and ML are clear priorities for the GCCs.  GCCs in India is clearly poised for greater growth. It is expected that India will have over 1900 GCCs with employment of more than 2 million people by 2025.

Amitabh Ray
Managing Director
Ericsson Global Services

Balaji Nuthalapadi
Managing Director, Head- Operations & Technology
Citi South Asia

Jaya Vaidhyanathan
CEO
BCT Digital

N.T. Arunkumar
Managing Director & Country Head (India), Head of Innovation
Telstra Global Business Services

Rajan Navani
Vice Chairman & Managing Director
JetSynthesys

Rajendra Pawar
Chairman and Co-Founder
NIIT Ltd.

Sapnesh Lalla
CEO and ED
NIIT Ltd.

Vishal Parekh
Head – South Asia and South East Asia
Thomson Reuters

Dr. Vishnupriya Raghavan
Head, Products and Solutions, StackRoute
NIIT Ltd.

Gaurav Gupta
Partner
Deloitte India
Moderator

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A hybrid work place has become the new normal. The need for digital tools to navigate and manage workplaces has been ongoing for many year, the onset of the pandemic has made this critical overnight. Organizations across the globe are realizing the importance of investing in technologies that empower their workforce to feel engaged and achieve balance irrespective of their work location. While getting a team member from training to contributing takes time, understand how to empower them for gain knowledge and collaborate at scale in the digital age.

Companies from all kinds of industries rely on our digital collaboration and knowledge management applications. Join us for this roundtable discussion focusing on ‘Knowledge Sharing for Business Productivity’ for the BFSI community to help understand how growing companies need their knowledge sharing to scale with them.

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“India to play the role of global growth engine, says PM Narendra Modi. Addressing global investors, PM assured that India has systems and companies which have a high environmental, social and governance (ESG) score”

OVERVIEW

The COVID-19 pandemic has reinforced the motto of ‘people, planet and profit’ with investors putting their bets on companies with high ESG scores. It has been instrumental in reinforcing the importance of ESG framework as a key approach to long-term business resilience, says the EY report ‘Can ESG help future proof your business’.

COVID has ensured there is greater focus on ESG – US data shows a record $27.7 billion flew into ESG ETFs in 2020, more than three times the previous year. Globally, trillions are flowing into sustainable funds, with ESG funds surpassing $1 trillion in assets, in 2020

Countries across the world have displayed strong leadership in the growing worldwide environmental movement. A successful transition to a sustainable future will depend on international collaboration and transformations across multiple sectors. A series of efforts have been taken by the Indian Government, one of which requires spend of 2% of average net profits by India Inc. (certain eligible companies) towards corporate social responsibility (CSR) activities in eligible areas.

Talking about Mobility industry, it is understood that future of mobility should be free of emissions. It requires a holistic approach to decarbonization: from production through service life to recycling. E-mobility already enables a significant reduction in CO2 emissions in road traffic. According to a new study, electric cars could become carbon neutral by 2050 – but if zero carbon mobility is ever to become reality, policy makers need to make a few key important changes.

On the way to achieving this, we need diverse tools and technologies that offer more performance in combination with reduced consumption. The question here is “Is the electric car really more climate-friendly than a new car with a modern combustion engine?”

Need of the Hour

“Energy transition” are the words of discussion over the past few years. It is seen that the transition to lower and zero-carbon energy sources should be accelerated to mitigate the impact of global warming. In the current situation the need of the hour is focus on global interconnectivity and step towards more collaborations and partnerships.

The industrial sector (refining, petrochemicals, fertilizers, cement and steel production) together generates about 21% of GHG emissions. At present, only 15% of industrial energy use is derived from electricity. With energy efficiency and the use of green electricity, companies can systematically reduce CO2 emissions in production. A meaningful carbon footprint requires robust data, methods and independent verification.

Way to Bold Solutions

Globally businesses, cities, regions, investors are working towards building a healthy, resilient, zero carbon recovery that prevents future threats, creates decent jobs, and unlocks inclusive, sustainable growth. The objective is to build momentum around the shift to a decarbonized economy.

A key factor in achieving carbon-neutral e-mobility is to be able to charge vehicles consistently with electricity generated entirely from renewable sources. This alone would reduce CO2 emissions by almost half compared with the standard EU electricity mix

The upcoming webinar “Carbon Neutral e-mobility: Way to Zero plan” will feature a panel of renowned business leaders from different sectors to explore how companies can identify and build the right value for their business with economic restructuring and way to zero plan. The round table discussions will analyze all the enablers and growth opportunities, along with potential challenges with regards to EV adoption and expansion in India. It will bring the ‘who’s who’ of the industry under one roof to brainstorm on the tactic issues to push the sector towards a higher growth path.

Anshul Gupta
Director
Okaya Power Group

Awadhesh Kumar Jha
Executive Director
Fortum Charge and Drive India

Gurpratap S Boparai
MD
Skoda Auto Volkswagen India

KK Sharma
Executive Director (Sustainable Development)
Indian Oil Corporation

Nirmal NR
President, Growth and Marketplace
Zoomcar

Shri Prakash
Distinguished Fellow, Transport & Urban Governance
TERI

Sudhendy Jyoti Sinha
Advisor, Infrastructure Connectivity (Transport, E-mobility)
NITI Aayog

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The world will have to invest $90 trillion in sustainable infrastructure by 2030, according to estimates by The New Climate Economy.

OVERVIEW

Sustainable infrastructure which includes equipment’s and systems that are designed to meet the population’s essential service needs — like roads, bridges, communications network, hydroelectric power stations, etc. — based on all-round sustainable principles, is a must in the fight against climate change. This means the infrastructure is environmentally friendly from end to end, and that includes economic, financial, social and institutional factors. Physical infrastructure provides the foundation for human society and economic activity and represents the greatest use of raw and processed materials by weight. Source: IDB, https://www.iberdrola.com/sustainability/sustainable-infrastructure

It is seen that replacing old urban infrastructure for new modern and sustainable elements will make cities more inhabitable and inclusive. The investments are crucial not only to renew old equipment in developed countries and bring them in sync with the fight against climate change, but also to bolster green economic growth in emerging markets and developing countries. This would require a multi-trillion-dollar investment worldwide over the next decade. But if we do things right, it would also see us on the road to economic growth.

UN has highlighted that 70% of all greenhouse gas emissions (GHG) come from urban areas, most of which are poorly designed, lacking in public transport and consume vast amounts of energy.

Need of the Hour

The Sustainable Development Goals (SDGs), also known as the Global Goals, were adopted by the United Nations in 2015 as a universal call to action to end poverty, protect the planet, and ensure that by 2030 all people enjoy peace and prosperity. The 17 SDGs are integrated—they recognize that action in one area will affect outcomes in others, and that development must balance social, economic and environmental sustainability.

Among the SDGs, SDG 9 explicitly refers to building resilient infrastructure. However, all the goals are underpinned by infrastructure development. “Infrastructure is really at the center of the delivery of them SDGs,” says Virginie Marchal, senior policy analyst in the OECD’s Environment Directorate.

Materials and structures are the backbone of our societies’ health, economic growth, resilience and social progress and equity, providing shelter and mobility in a rapidly changing world. But with the challenges of climate change and diminishing natural resources, they are becoming stressed and strained.

It can be understood that there is need for developing science-enabled engineering innovations from the nano to the macroscale, new and improved sustainable material systems that enhance our society’s resilience to climate change and preserve our ecological infrastructure and biodiversity. Some of the solutions include pioneering bold approaches to enhance resilience and sustainability of materials and structures that will shift the paradigm of traditional infrastructure to face the perils of global warming.

Way to Bold Solutions

Globally businesses, cities, regions, investors are working towards building a healthy, resilient, zero carbon recovery that prevents future threats, creates decent jobs, and unlocks inclusive, sustainable growth. The objective is to build momentum around the shift to a decarbonized economy.

There is need for reducing the carbon footprint of materials and structures by pioneering bold solutions for traditional and new materials, including cement-based, polymer-based and bio-inspired with enhanced durability, resilience and reduced environmental impacts. Concrete, sand, and other natural minerals make up the greatest tonnage for infrastructure applications. Following these are metals, primarily steel, but increasingly aluminum for some weight-sensitive applications. Largely used sustainable material in the infrastructure sector is bamboo.

The upcoming webinar “Bold Solutions: Sustainable material and green Infrastructure” will feature a panel of renowned business leaders from different sectors to explore how companies can identify and build the right value for their business with identifying and using the green infrastructure and sustainable materials and way to zero plan. The round table discussions will analyze all the enablers and growth opportunities, along with potential challenges with regards to sustainable materials adoption.

Lubaina Rangwala
Associate Director, Urban Development and Resilience with the Sustainable Cities and Transport
WRI India
Moderator

Dr Mahesh Varma
Managing Director
Nandadeep Designers and Valuers

B R Chakor
Founder
B.R. Consultant

Pramod Chaugule
Principal Architect
STUDIO888 architects 

Sanjeev Karpe
Founder Director
Konkan Bamboo & Cane Development Centre (KONBAC), Sindhudurg, Maharashtra

Sanjay Patil
Founder Architect
Environ planner

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As we look out for ambitious answers to questions for integrating ESGs into SDGs, a critical challenge, in the initial decades of the 21^st century and in need of repair for every cause. The time has come for key stakeholders, businesses and organizations to urgently come together, to build momentum and identify Global Common Goals

The The Economic Times SDGs Action Platform witnessed the largest global gathering of changemakers, individuals and organizations who have led their voice to the cause and are dedicated to attaining the SDGs in a timely manner and path towards ESG’s and Net Zero.

In continuance to the The Economic Times SDGs Summit 2021, and in collaboration with the Embassy of Sweden and Business Sweden, a Country Roundtable on “Sustainable Innovations Enabling Swift Transition of ESGs to SDGs” is being hosted on 28^th October, 2021 from 3 to 4:30 pm.

Sweden is among the most sustainable countries globally in terms of CO2 emissions and is a leading example of maintaining economic growth in a decarbonised manner. Sweden has setup a goal to become carbon neutral by 2045. And has been at the forefront of sharing knowledge, transferring technologies, and promoting capacity and skill development under various initiatives. These initiatives have helped to introduce new technologies, promote economic and technical cooperation among various stakeholders and to promote,  research and development cooperation between both the countries.

The discussions will bring together Swedish ecosystem partners with sector experts from Swedish Agencies and solution providers, and Indian businesses to showcase their existing catalytic practices and programs to achieve ESG goals while contributing to the overall SDGs and creating an impact towards the Road to COP26. The event also highlights Swedish contribution towards the achievement of India’s SDG targets and its drive to NetZero

Business Sweden and Embassy of Sweden, along with their Ecosystem Partners, has undertaken several initiatives covering energy, water, emissions control, clean air and, environment in collaboration with leading Swedish agencies, solution providers and experts. These initiatives include long-term business collaboration programs such as India Sweden Innovations Accelerator (http://innovationsaccelerator.com/) as well as joint research projects on smart grids and smart cities.

Dr. Ganesh Das
CSO
Tata Power

Sandeep Chandna
CSO
Tech Mahindra

Klas Molin
Ambassador of Sweden
Republic of India, New Delhi – India

Ludvig Lindstrom
Country Manager
Swedish Energy Agency

Sanjith Shetty
Vice Chairman & MD
Soham Renewable Energy

Mr. Arun Chakravarthi
Vice President Environment, Health, Safety and Sustainability
Hitachi Energy

Mr. Daniel Paska
Technology for Good Program Director
Ericsson

Mr. Markus Lundgren
Counsellor, Head of Section, Trade, Economic and Cultural Affairs
Embassy of Sweden

Mr. Mattias Frumerie
Head of Delegation to UNFCCC
Swedish Ministry

Ms. Nirmala Singh
Country Sustainability Manager
IKEA

Ms.Cecilia Oskarsson
Trade Commissioner
Sweden of India
Moderator

Ms. Sara Lindstrand
Group Sustainability
Afry

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2020 and 2021 has been a year of change and innovation specially for the education and technology sector. The EdTech community made tremendous advances to address students’ needs. Although, the updates on testing and vaccination for the COVID-19 pandemic dominated our newsfeeds, there were many other innovations taking place behind the scenes, especially in the field of education.

The walls of classrooms are constantly being demolished by technology with every passing day. It has enabled new ways of learning, communicating, and working collaboratively.

The advent of digital classrooms is challenging the traditional methods of teaching and welcoming innovations that couldn’t have been imagined just a decade ago.

Riding the flight of digital transformation

The digital education system revolutionized the old chalk and board process of learning in classrooms and threw it far beyond the boundaries of brick-andmortar institutions and universities. At the same time, it also brought a great opportunity at the doorsteps of universities and institutions to become the campuses of the future.

Although, there is a plethora of information on the internet, the universities cannot ignore the urgent need of digital libraries that provides a 365*7*24 access to students with advanced search facilities and high-quality educational material.

The moment has arrived for the educational institutes to go beyond the geographical boundaries and learn to examine what to develop further and what to discard.

The tech savvy generation of today, millennials, can easily recall their early days when it was not much up to them what, how and when they study. However, this digital era has given them the golden opportunity to demand a personalised educational environment with a heightened amount of choice and instant access to good quality educational content that supports their need to upskill and learn at
their own pace, space, time and discipline.

They want employability and focus on job-oriented skills.

To acknowledge and meet these growing needs, The Economic Times presents Campus of the Future Roundtable, powered by Pearson. The platform where experts in the field of education and technology will come together and discuss the urgent need and demand of digitally advanced ecosystem that delivers a personalised and high-quality educational experience to the students of the 21st century.

Prof. C Raj Kumar
Founding Vice Chancellor
O.P. Jindal Global University

Prof. G. Sundar
Director
BITS Pilani, Hyderabad Campus

Prof. Jarugu Narasimha Moorthy
Director
Indian Institute of Science Education and Research (IISER)

Prof. (Dr.) Neharika Vohra
Vice-Chancellor
Delhi Skills & Entrepreneurship University

Prof. P C Joshi
Pro Vice Chancellor
Delhi University

Prof. Rishikesha T Krishnan
Director and Professor of Strategy
IIM Bangalore

Dr. Rudra Pratap
Founding Vice Chancellor
Plaksha University

Siddharth Banerjee
Managing Director
Pearson India & Asia

Prof. Yajulu Medury
Vice Chancellor
Mahindra University

Yogja Singh
Senior Associate Director, HR
KPMG in India
Moderator