Author - unwiredcp

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

Register Now

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Role of GCCs in the evolution of global service delivery models

“COVID-19 required prompt responses from companies with vast global operations. Their quick cures through adopting GCC’s are now revealing themselves to be long-term assets”

The COVID-19 pandemic has had an immediate and wide-ranging impact on key sectors of the global economy. Executives had no choice except to abandon long-held assumptions and devise a fresh strategy rapidly. The bright side: what started out as a quick patch to keep the ship afloat is now teaching us how to thrive in the new normal.

The Global capability centers (GCCs), for example, come into play. To maintain productivity growth, these huge facilities concentrate personnel and infrastructure that handle back-office duties, corporate business-support functions, and contact centers, as well as IT support like, app development and maintenance, remote IT infrastructure, and help desks. GCCs are used by certain large corporations as a center of excellence for tasks such as automation, innovation, and analytics, among others.

The GCCs’ pre-crisis location-based approach had been fine-tuned for decades, but the pandemic rendered it outdated in a matter of weeks. GCC’s physical locations were closed, and firms soon transitioned to remote work. Surprisingly, many GCCs have managed to keep service levels consistent even while they adapt.

The pandemic’s impact has permanently altered how GCC Corporate leaders do their business. Some leaders claim that their companies have gone through five or even ten years of change in just a few months. Best-in-class GCCs have adapted quickly and excelled in areas such as resilience, continuity, and efficiency (see “About the Research” sidebar). However, not every GCC has been a success. Some businesses have suffered with low service levels and low staff satisfaction. Executives now have an unanticipated chance to rethink their GCC.

Economic Times Edge invites you to an exclusive round table discussion titled “Role of GCCs in the Evolution of Global Service Delivery Models,” where you will learn how important GCCs are in shaping the stability and evolution of larger conglomerates in the pre-covid and post-covid eras in order to shape a brighter future for the service industry.

Speakers

Chandramouli Subrahamanayan
VP, Head – IT India & Shared Services
Citrix System

Pritam Dutta
Global Director Fintech Ventures & Innovation / CDO
Abinbev

Dr. Rahul Ghodke
Senior Vice President & Business Unit Leader Asia Pacific Global Technology Operations
CGI Information Systems and Management Consultants

Rubal Sahni
Regional Sales Director
Servicenow

Suvabrata Sinha
Sr. Director, Chief Information Security Officer
NXP Semiconductor

Tanu Mukherjee
Sr Director for Process Excellence
Pepsi GBS

Rajiv Gupta
Managing Director and Senior Partner
BCG India
Moderator

Agenda

3:00 – 3:05 Welcome & Introduction by The Economic Times
3:05 – 3:55 Role of GCCs in the evolution of global service delivery models
In this session, we will focus on:

  • CIO/CTO’s Expectations for Digital Transformation through GCC’s.
  • How CIO/CTO look at their digital completeness to stay relevant, competitive, or even survive in the post-pandemic era.
  • Reimagining The GCC Value Proposition.
  • CIO, CTO, CDO, CISO, CHRO views on workforce transformation and innovation.
  • How to Leverage agility and flexibility at the GCC level, use innovation as a strategic lever to drive the company’s differentiation, competitiveness, and relevancy agenda.
  • The power of GCC-enabled workforce transformation
  • The evolving role of GCCs in strategies and the transition to a new normal

Chandramouli Subrahamanayan, VP, Head of IT India & Shared Services, Citrix System
Pritam Dutta, Global Director Fintech Ventures & Innovation / CDO, Abinbev
Dr. Rahul Ghodke, Senior Vice President & Business Unit Leader Asia Pacific Global Technology Operations, CGI Information Systems and Management Consultants
Rubal Sahni, Regional Sales Director. Servicenow
Suvabrata Sinha, Sr. Director, Chief Information Security Officer, NXP Semiconductor
Tanu Mukherjee, Sr Director for Process Excellence, Pepsi GBS

Moderator: Rajiv Gupta, Managing Director and Senior Partner, BCG India
3:55 – 4:00 Closing Remarks

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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Collaborating in Hybrid work environment

COVID-19 pandemic changed the way corporates worked seriously affecting employee productivity. Many businesses managed to put in place a system that would allow individuals to work and communicate from any location. Fears of reduced productivity because of a primarily remote workforce were mostly unfounded. In fact, a large margin company reported that productivity remained unchanged and even improved in the months following the lockdowns when employees were given more flexibility.

Now, as more employees return to physical workplaces, companies and technology leaders are facing a new challenge: how to manage a hybrid workforce. Hybrid work environments provide new ways for employees to collaborate productively, but leaders must intentionally create those opportunities.

After the pandemic, over 73 percent of employees demand more freedom, and 67 percent prefer in-person interaction and collaboration. Hybrid teams are more difficult to manage in many ways than all-remote or all-in-person teams, which is why effective hybrid work practices will be critical for CIOs and CTOs to establish.

According to recent Gartner research, 71% of HR leaders are more concerned about employee collaboration this year than they were before the COVID-19 pandemic.

The exclusive round table with the theme: Collaborating in Hybrid work environment will witness discussions around how valid are these concerns, and what needs to be done to protect and drive collaboration and innovation in today’s remote and hybrid working environments?

Speakers

Awanish Kumar Singh
Chief Technology Officer
Amar Ujala Web Services Pvt Ltd

Chaitali Mukherjee
Partner & Lead, People and Organization
PwC India
Moderator

Dhwani Limbachia
Google Workspace Specialist
Google Cloud

Rajiv Sikka
Head Information Technology
Medanta the Medicity

Rajeev Taneja
Chief Information Officer
Honda Motorcycle And Scooter India Private Limited

Sudhir Kanvinde
Chief Information Officer
The Supreme Industries

Upkar Singh
VP IT
RMSI

Agenda

11:00 – 11:10 Welcome & Introduction by The Economic Times
11:10 – 12:00 Collaborating in Hybrid work environment

In this session, we will focus on:

  • How CIO/CTO implement effective hybrid work practices
  • CIO’s/CTO’s need to treat new culture as a business challenge
  • Prioritizing flexible working arrangements, including technology in working models
  • Ensuring the time-to-time training of employees
  • Creating an environment that helps employees to learn and grow
  • Focusing on strategies and technologies to help organizations hire and retain better, adjust to changes and have dynamic approach
12:00 – 12:05 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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Decarbonizing the power sector: Towards Low carbon pathways

As the world’s energy sector moves away from fossil fuels towards renewable energy sources, industrial companies are challenged with addressing this transition in transformative ways. To change course, the world must act quickly to decarbonize every aspect of modern life, from transportation to power. This requires a global effort built on cooperation and coordination from every major institution, government, and company to face and meet the challenge.

As of December 2020, 127 countries have either set net zero emissions targets or declared intentions to do so, representing cumulatively, around 63% of global emissions. The recent wave of net zero targets has brought global emissions trajectories closer to the Paris Agreement’s 1.5°C goal.

Globally countries are taking net zero pledges which is resulting in interim targets and policy revisions with wide-reaching impacts, including risks and opportunities for businesses, as countries chart courses towards meeting their net zero targets.

More Power Less Emissions

Over the last few years, decarbonization pathways have emerged for important sectors such as power. These pathways have been driven by technological breakthroughs and cost reduction, whereas, in practice, pathways for decarbonization in power sector have proven to be particularly challenging due to many reasons. The sector considers the “trilemma” facing every country when it comes to the future of energy: simultaneously balancing affordability, reliability, and sustainability.

Renewables and natural gas will help drive towards a cleaner energy future. However, the rapid integration of renewable power into grid infrastructure is leading to challenges around grid instability. Early adopters of renewables are realizing the need to strengthen grids with additional technologies, to achieve critically required levels of flexibility, scalability, dependability, and to maintain grid inertia, the absence of which can result in instability, power quality issues, and blackouts.

Gas Can Accelerate Renewable Energy Shift

Targeting net-zero emission by 2070 and reaching 500 GW of non-fossil fuel capacity and fulfilling 50 per cent of energy requirement from renewable energy by 2030 would require development of robust infrastructure.

The world is in a race to reach net-zero emissions to counter global warming and reverse climate change. Focusing largely on the Gulf Cooperation Council (GCC) countries who have  increased their focus on taking actions to address climate change concerns it can be seen that there is an urgent need to further accelerate decarbonization efforts, especially in the region’s power sector, by leveraging its tremendous renewables potential together with its abundant natural gas reserves, while transitioning away from liquid fuels. Gas power has emerged as a solution offering the lowest carbon emissions per megawatt hour of power generated among all fossil fuels.

Gas can be a force multiplier for renewables, helping to provide cost-effective, flexible, reliable power with lower emissions than any other fossil fuel-based generation today, while progressing towards carbon neutral generation through the decarbonization of fuels and facilities in the future. Some examples are gas turbine technology-based power generation and green hydrogen.

Decarbonizing the power sector is important to halt climate change. But what exactly is behind it? And what are we doing about it?

Key Discussion Points
  • What technical developments are making decarbonization more feasible?
  • Decarbonizing the power sector
  • Recommendations for energy sector companies to decarbonize
  • Zero-carbon power generation
  • Gas based power generation
  • Accelerating the energy transition with a combination of renewables and gas power

The upcoming webinar “Decarbonizing the power sector: Towards Low carbon pathways!” will feature a panel of renowned business leaders from different sectors to explore how companies can identify and build the action plan for their business with low carbon sources – gas as priority action.

Speakers

Mr. S.K. Mishra
Director
Solar Energy Corporation of India Ltd. (SECI)

R. Lakshmanan
Executive Director
REC Limited

Deepesh Nanda
CEO, Gas Power
GE South Asia as

Namrata Rana
Director-Strategy and Brand,
Futurescape

Dr. Binu Parthan
Head, Country Engagement and Partnerships (CEP) Division
IRENA

Agenda

15:30 – 15:35 PM Opening Remarks
15:40 – 16:40 PM Key Discussion Points

  • Energy transition and decarbonisation landscape for India Inc.
  • Gas based power generation
  • Decarbonizing the power sector
  • How can value chain partnerships be leveraged to stimulate innovation, collaboration and investment in decarbonization?
  • Accelerating the energy transition with a combination of renewables and gas power

Speakers

Deepesh Nanda, CEO, Gas Power, GE South Asia as
16.45 – 16:50 PM Closing Address by ET Edge
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Enabling Digital Workspaces

The corporate office designs have transformed rapidly from over the past 20 years. The work patterns, styles and approach has changed completely and the need of this adaptation of new trends and technology, in order to exist is important. Enabling Digital Workspaces call for various changed but the most challenging one is IT Transformations.

IT Transformation initiatives often lead to an exploration of desktop and application virtualization. However, organizations looking to adopt Virtual Desktop infrastructure, have typically faced several hurdles. Some of which are:

  • Long planning and procurement cycles
  • Significant upfront infrastructure investments
  • Difficulty delivering a consistent user experience across locations and devices

These hurdles have turned many organizations away from adopting Virtual Desktop Infrastructure, despite its many security and productivity advantages.

In order to solve these challenges, Industry leading brands offers a cutting-edge end-user experience while simplifying IT operations – without compromising on performance, productivity, or security – with validated VDI solutions to take your IT and workforce transformation to the next level.

Join the ET Digital Round table, brought to you by Tech Data & Dell Technologies on an exclusive roundtable where we will be discussing how your organization can benefit from secure Virtual Desktop Infrastructure solutions that are quick and easy to implement.

Speakers

Dharmesh Rajput
Manager Solution Sales
Tech Data

Mauro Fernandes
Global VP, Solutions Design & Delivery
AB InBev GCC

Ms. Mithu Pandey
Deputy Director
SRM University

Rajiv Gupta
Managing Director & Senior Partner
BCG
Moderator

Sandeep Tiku
Chief Operating Officer
Entain

Santosh V. Abbimane
Chief Financial & Transformation Officer
DTDC

Suresh Nambiar
Chief General Manager (Strategic Information Systems)
Indian Oil Corporation Limited

Register Now

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Leveraging Tech To Empower Workforce And Customers By Utilizing Knowledge Management

“Technology is best when it brings people together.” – Matt Mullenweg, American Entrepreneur.

We have witnessed several technological advancements in businesses in the past couple of months. The emerging work culture is to work from any place, and in order to do so efficiently, we need more integrated and up-to-date ways of communication.

As a result of this shift, companies must now deal with massive amounts of data as well as the content. In these times, managing knowledge and ensuring that the proper set of information reaches the right person is critical. Many firms prioritise enabling remote employees to have quick and safe access to relevant insights.

A slew of new technologies promises to make data-sharing among and within businesses easier while keeping the veil of anonymity intact. As customers grow more digitally savvy, it will aid in the development of the workforce, opening up new options and empowering them to better serve customers.

According to Gartner, organizations that support data sharing will outperform their counterparts on most business value measures by 2023.

In light of current compliance standards, a highly regulated industry like the BFSI must engage in understanding new and creative technologies and tools such as Artificial Intelligence (AI) and Cloud. While these technologies are game-changers that provide numerous benefits to a company, a company must be able to utilise the proper technology right now.

It’s time we figure out which tools and technologies would work best for our company and how we can use these resources to empower our employees.

Join the Economic Times Session Around Leveraging tech to empower workforce and customers by utilizing knowledge management, powered by Verint as it will touch upon some important points such as –

  • Enhancing the way knowledge is created, managed and maintained
  • Providing remote employees with a robust knowledge base
  • Improving the accuracy and efficiency of employee interactions to build customer loyalty
  • Harnessing the power of AI and cloud in customer engagement strategy

Speakers

Anil Chawla
Managing Director – India & SAARC
Verint 

Dheeraj Mohan
Head Strategy & IR and Analytics & CE
Equitas Small Finance Bank

Gayatri Nathan
SVP & Head – Customer Operations
Tata AIA Life Insurance

K V Dipu
President – Head Operations & Customer Service
Bajaj Allianz General Insurance Company

Poorna Pushkala
Head – People, Branding & Communications
Samunnati Financial Intermediation & Services

Prasanna Lohar
VP Technology – Digital | Innovation | Architecture
DCB Bank

Sanaa Arora
Associate Director, Human Capital Consulting
Deloitte India
Moderator

Sunil Aryan
Director Practice, Asia | Backoffice and Retail
Verint

Agenda

18.30 – 19:00 Registration
19:00 – 19:05 Opening Remarks by ET Edge
19.10 – 19.15 Setting the tone

Anil Chawla – Managing Director – India & SAARC, Verint 
19:05 – 20:00 Positioning Knowledge to Work: Empowering workforce using knowledge management to drive business

 

  • Developing an effective knowledge management strategy to add value
  • Optimizing customer experience with hybrid workforce
  • Ensuring consistency and accessible information across the workforce: Challenges, hurdles & opportunities
  • Enhancing customer satisfaction with relevant real time knowledge

Speakers –

  • Ratan Kesh – EVP and Head – Retail Operations and Service, Axis Bank
  • Poorna Pushkala – Head – People, Branding & Communications, Samunnati Financial Intermediation & Services
  • Prasanna Lohar – VP Technology – Digital | Innovation | Architecture, DCB Bank
  • Dheeraj Mohan – Head Strategy & IR and Analytics & CE, Equitas Small Finance Bank
  • Gayatri Nathan – SVP & Head – Customer Operations, Tata AIA Life Insurance
  • K V Dipu – President – Head Operations & Customer Service, Bajaj Allianz General Insurance Company
  • Sunil Aryan – Director Practice, Asia | Backoffice and Retail, Verint

Moderator – Sanaa Arora, Associate Director, Human Capital Consulting, Deloitte India
20:00 – 20.20 Q&A
20.20 Cocktails and Dinner

Register Now

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Managing the cost and complexity of financial compliance

Financial institutions in India are dealing with a complex set of compliance challenges that include regional risk vulnerabilities to anti-money laundering (AML) and terrorist financing, newly issued guidelines from the Reserve Bank of India (RBI) to regulate payment aggregators/payment gateways, data residency and additional increased regulatory oversight by RBI Reserve Bank of India (RBI) aimed at improving governance and assurance functions.

Financial institutions need to invest more in technology around areas such as payments security, automated compliance management system, data strategy, cyber risk evaluation etc. to relieve the pressure on compliance teams. Using technology to strengthen internal teams can reduce labour costs, with a positive knock-on effect on profitability.

This roundtable gives the technology leaders an opportunity to discuss regulatory pressures, spending trends and business impact of financial compliance and why investment in technology should be a high priority to reduce business impact and maintain great customer experience.

Key Discussion Pointers:

  • With ongoing focus around Digital transformation and partnering with Fintech, how has risk management changed in recent times ?
  • How are financial institutions leverage Analytics and automation to detect and remediate the risk faster?
  • How is compliance tracked and maintained against changing regulations?
  • What is the mechanism for Governance around Policies & Procedure in the current fast paced agile environment

Speakers

Dominic Vijay
VP & CTO
ART Housing Finance

Jatinder Paul Singh
COO
EBIX Cash Travel & Holidays
Moderator

Kiran Belsekar
Senior Vice President – CISO & IT Governanc
Aegon Life

Prasanna Lohar
Head Innovation
DCB Bank Ltd

Dr. Sourav Dutta 
Head IT
IDBI BANK

Vivek Zakarde
VP IT
IIFL

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Amplifying your Company’s Brand with Customer Service – Series 3

“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.

Speakers

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

Agenda

03:00 – 03:05 PM Welcome Address by ET Edge
03:05 – 04:00 PM

Round table discussion: Amplifying your Company’s Brand with Customer Service

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
04:00 – 04:05 PM Closing Address by ET Edge
Read more...

Amplifying your Company’s Brand with Customer Service – Series 2

“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.

Speakers

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

Agenda

03:00 – 03:05 PM Welcome Address by ET Edge
03:05 – 04:00 PM Round table discussion: Amplifying your Company’s Brand with Customer Service

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
04:00 – 04:05 PM Closing Address by ET Edge
Read more...

Amplifying your Company’s Brand with Customer Service – Series 1

“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.

Speakers

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

Agenda

03:00 – 03:05 PM Welcome Address by ET Edge
03:05 – 04:00 PM Round table discussion: Amplifying your Company’s Brand with Customer Service

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
04:00 – 04:05 PM Closing Address by ET Edge
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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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Chandramouli Subrahamanayan, VP, Head of IT India & Shared Services, Citrix System

An experienced leader, promoting transformation, innovation, profitability, and agility for business through technology. Passionately inspires and motivates team to achieve extraordinary business outcome through entrepreneurial thinking and collaborative cross-functional partnerships.

Specialties: Building transformational & highly engaged team, Building COE’s, Global Delivery, Enterprise Automation, Enterprise Support, Quality assurance.

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Pritam Dutta, Global Director Fintech Ventures & Innovation / CDO, Abinbev

Pritam is currently leading Digital Ventures at Ab-Inbev (World’s Largest Beverages company and owner of brands like Budweiser,Stella & Corona). In his current role Pritam has P&L & Product ownership of over $250 Million Digital Business. Pritam has diverse experience across FinTech ,E-commerce & Web 3.0 in various roles as CTO, Co Founder & Chief Digital Officer. He is also a Partner at Eagle10 Ventures with over 20+ Angel Investments and two unicorn exits. In his career spanning 15 years he had the opportunity to work in MNC’s like Mahindra Group, Unilever & Kimberly Clarke and also play a critical role in scaling startups like Pasto (FoodTech) & Tapchief (EdTech) Pritam has been recognised as Top 10 Corporate Innovation Leaders in India ,Economic Times Young Leader and Top 100 Digital Leaders of Asia.
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Dr. Rahul Ghodke, Senior Vice President & Business Unit Leader Asia Pacific Global Technology Operations, CGI Information Systems and Management Consultants

Rahul is tasked with driving growth and delivering services for clients across multiple industries, such as Communications, Manufacturing and Retail, Oil and Gas, Financial Services and Public Sector. As the business leader of the GTO business unit, he collaborates closely with CGI’s onsite partners to help drive value excellence and maintain client satisfaction.

Rahul has over 20 years of experience in consulting, IT infrastructure management, and application design and development. He has been instrumental in helping APAC GTO pivot to a next-generation service delivery organization with his leadership and expertise in solution design, cloud, automation, and emerging tech.

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Suvabrata Sinha, Sr. Director, Chief Information Security Officer, NXP Semiconductor

Suvabrata is the Chief Information Security Officer of NXP Semiconductors BV, a global semiconductor company focused on solutions for automotive, communications infrastructure, mobile, industrial, and smart city segments.  As the CISO, Suvabrata is responsible for setting IT security strategy and leading cybersecurity and identity operations.
Over his long career in cybersecurity, Suvabrata has worked with technology, financial services and consulting majors like Microsoft, Bank of America, KPMG and Deloitte.  He has wide experience in setting up and running large engineering and operations capability in GCCs in India and has been intimately involved in the massive growth in this space.

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Tanu Mukherjee, Sr Director for Process Excellence, Pepsi GBS

Global Leader for Process Excellence, Process Mining and Transitions for PepsiCo Global Business Services with expertise in Lean Six Sigma, Service Design, RPA, AI, Analytics  and Change Management for Business Transformation.

Certified Master Black Belt in Lean and Six Sigma methodologies with experience across Consumer Packaged Goods, Telecom, Heavy Manufacturing, Financial Services across multiple domains including Finance and Accounting, Health and Wealth benefits and People Practices. A career of 23+ years across Consulting Services, IT enabled Services and Education spanning Accenture, Mercer Consulting Services, Genpact and Hindustan Times Media Ltd.

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Rajiv Gupta, Managing Director and Senior Partner, BCG India

Rajiv Gupta leads DigitalBCG for India and is part of the Asia Pacific (APAC) Steering Group. He is focused on growing Digital BCG in India, driving talent, training immersion center, partnerships and alliances, and Go-to-Market for Key Digital Programmes (KDP).

Rajiv helped set up BCG Platinion for India and is the APAC sponsor for the Digital Support Functions (DSF) program as well as its sourcing lead for Asia Pacific. Rajiv is a core member of the Technology, Media & Telecommunications practice at the firm and does extensive work with technology services clients, to complement his vast experience with consumer goods, retail, and travel and transportation clients.

Rajiv has worked for over 24 years as a consultant, assisting clients in the UK, the US, Western Europe, Africa, APAC, and India in their technology-led business transformation initiatives. He has significant expertise in digital strategy and execution, target operating model involving next-gen technology functions, setting up Analytics and Digital Centers of Excellence, and program management of large IT and digital enablement programs.

Prior to joining BCG, Rajiv worked at Accenture UK and with GE and KPMG.

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Awanish Kumar Singh, Chief Technology Officer, Amar Ujala Web Services Pvt Ltd

A motivated, conscientious individual with extensive experience in strategic planning, project management, organisational development, and executive/technical leadership, Over 11+ years of progressive information technology experience designing, developing, integrating, and managing complex, high traffic applications. Highly adept in deliverability, scalability, and reliability of applications. Dedicated to customer satisfaction with focused delivery of technical solutions. Exceptional leadership abilities.
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Chaitali Mukherjee, Partner & Lead, People and Organization, PwC India

Chaitali is a Senior Partner with the Management Consulting division of PwC India and leads the People & Organization Practice for India. Additionally, she is PwC India’s Territory Leader for Upskilling for the Digital World and works with clients to help them get ready for the Future of Work.

Chaitali specializes in Business Strategy, Talent Management and Organizational Effectiveness with extensive International Business and General Management experience. She brings her own leadership experience of having led businesses in India and across the Asia Pacific and Middle East region.

As the PwC India Lead for People & Organization and HRT, she is helping multiple clients across sectors, to get their organization and people across levels, ready for the future, by being focused on operating model and structures, people and processes and capability / skills that will be critical to get future ready.

Prior to the current role, Chaitali was a Partner with Korn Ferry Hay Group, and worked extensively with clients in the Technology & Financial Services, partnering with Promoters and CXOs in their leadership journey.

Prior to this, she was operating as the Managing Director of Experis, part of the USD 21BN Fortune 110 – ManpowerGroup, where she was responsible for building and expanding the Professional Services staffing business of the Group across 13 countries in the APME region through both inorganic and organic growth opportunities.

Chaitali has also led the Consulting brand of ManpowerGroup – Right Management in India. In the 7 years at Right, as its Managing Director, she was instrumental in building a successful Talent and Career Management consulting brand for the organization. As the MD for India, she was responsible for restructuring and building a profitable business, brand building and key clients’ relationship management. Prior to Right Management, Chaitali has spent considerable years in management consulting with IBM Global Services and Tata Consultancy Services.

Some of her core specialization include:

▪ Organizational Effectiveness: Organization Vision and Mission Definition and alignment to Goals
▪ Strategy Alignment to Capabilities
▪ Top Team Alignment, Assessment and Leadership Development
▪ Talent Management and Succession Management: Design, Delivery and Enablement
▪ Top team and leadership Coaching & Facilitation
▪ Organization Design, Performance Management and Systems Enablement of Processes
▪ Upskilling for the Digital World Strategy and Learning Academy Design and Implementation for organizations, governments and conglomerates
▪ Leadership Development and Capacity Building for making leaders and organization future ready

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Dhwani Limbachia, Google Workspace Specialist, Google Cloud

Dhwani is a Customer-focused Sales professional with passion for Google products. She is focused on helping companies operate more efficiently, adapt to changing needs and drive workplace transformation by challenging the status quo. While her current role is to help Enterprises with Workplace transformation, she has a keen interest on the impact of technology on education.
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Rajiv Sikka, Head Information Technology, Medanta the Medicity

With over 3 decades of career, he has the perfect blend of having worked across sectors and multiple functions – initially as a technology solution provider and now leading the IT transformation.

In the current role as CIO, Rajiv is responsible for group IT functions covering digital transformation initiatives and IT Operations. He formulated a 5 years IT roadmap and successfully rolled out multiple standardized initiatives across hospitals.

Rajiv has been featured many times across the healthcare informatics forums & publications, and he is a regular panelist/ speaker on digital initiatives in healthcare. He is a member of CII led National AI Forum. He is also an executive council member of CIOs of India, a 25-year-old forum of IT professionals comprising multiple CIO bodies. He is also on advisory boards of academic institutes and IT companies.

Prior to joining Medanta, Rajiv had worked in Polaris as Senior Vice President for 13 years. As Enterprise Group Head, he was responsible for P&L and has worked extensively in multiple regions across the globe.

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Rajeev Taneja, Chief Information Officer, Honda Motorcycle And Scooter India Private Limited

Mr. Rajeev Taneja, the Operating Head & Chief Information Officer at Honda Motorcycle & Scooter India Pvt. Ltd., is an Engineering graduate & also a qualified Safety officer.

He has been associated with HMSI, a 100% subsidiary of Honda Motor Company Ltd. Japan, since its inception in year 2000 and has been the key member in setting up the Green Field Project based on the Honda’s best practices adopted worldwide.

Having 29 years of strong Business background in managing the various domains of Automobile manufacturing including Production & Support functions such as Plant Engineering & EHS, He has been instrumental in laying the foundation of Digital Transformation at HMSI.

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Sudhir Kanvinde, Chief Information Officer, The Supreme Industries Ltd

Shri. Sudhir Kanvinde :: Over 25+ years experience in the IT industry across varied sectors ranging from Manufacturing, NBFC, Media to Construction and Transportation. (worked with Siemens for 17 Years) His area of expertise includes Digital Transformation in the Road and Port sector. Leading role in effective automation and digitization across 13 major ports, multi-site ERP project program management specializing in SAP, Intelligent Tunnel Control Systems (ITCS), Toll Management Systems (TMS), IoT systems and AI based Port Community System (PCS).

Recipient of Government of India’s Digital India Award 2020, received from the Hon. President of India Shri Ram Nath Kovind, for the project which significantly improved India’s ‘Ease of Doing Business’ ranking. Handled IT security and smart tunnel system at India’s longest tunnel in J&K. Was a part of CII delegation to Israel in 2017, i.e. during PM visit to Israel. Was a part of the core team involved in drafting Vision 2030 for MoPSW ( Ministry of Ports Shipping and Waterways) and involved in ULIP system of Niti Ayog. He is ex Executive Director (JS level) of IPA ( Apex body MoPSW) He is with The Supreme Industries Ltd as Chief Information Officer (CIO). Has worked in UK, Germany and the USA.

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Upkar Singh, VP IT, RMSI

An IT Leader, Digital Strategist, and TEDx Speaker. He carries 24 years of Qualitative Techno-Managerial experience in the areas of Strategy Planning, Solutions Architecting, Business Intelligence, and Digital Transformation. He currently works with ‘RMSI’, a global leader in geospatial space, where he serves as a key member of the leadership team and contributes to the future vision of technology and systems.
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Mr. S.K. Mishra, Director. Solar Energy Corporation of India Ltd. (SECI)

Mr. S.K. Mishra is having 37 years’ experience of power sector.

Mr. S.K. Mishra had joined as Director (Power System) in Solar Energy Corporation of India Ltd. (SECI) in February, 2018.  He is looking onshore/offshore wind, Floating Solar, Solar-Wind Storage Hybrid, Battery Energy Storage System, Business Development and working closely with Central Transmission Unit / Central Electricity Authority for ensuring the evacuation system of renewable systems across the country.

Prior to that Mr. S. K. Mishra held the position of Executive Director (QA&I and CMD Coordination Cell), working with Power Grid Corporation of India Ltd., a Govt. of India Navratna Enterprise. In this assignment, he was responsible for ensuring the development of the Industry on a whole through Quality control and vendor development programs. He was entrusted with responsibility as head of CMD Coordination Cell formed with a purpose to strategically guide POWERGRID through process innovations, inter-departmental coordination and early spotting & resolution of issues. In view of high quality standards achieved during his tenure as Quality head, POWERGRID was conferred national Quality Award for year 2012-13 by Bureau of Indian Standard under the aegis of Ministry of Consumer Affairs.

In his long career spanning over three decades, he has had several positions of leadership involving Planning, Construction, Execution and Operation & Maintenance of transmission system. During the period 2002 to 2010, he was posted in the Western Region of POWERGRID. He is credited with the implementation of India’s first 765kV S/s and transmission line in Western Region. He is also credited with the Implementation and commissioning of Substation Automation System based on IEC 61850 first time in the country.

Mr. S.K. Mishra has also published large no. of papers in International and National Forum and received best paper award during ELECRAMA 2010.

Mr. S. K. Mishra started his career as an Executive Trainee in NTPC transmission division in 1985 after completing his graduation in Electrical Engineering from NIT, Bhopal.  He is also a certified Energy Auditor.

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R. Lakshmanan, Executive Director, REC Limited

Shri R. Lakshmanan is an Indian Administrative Service Officer of 2004 batch from Bihar cadre. He has done B.Com from Annamalai University. He is also a Fellow Member of the Institute of Chartered Accountants of India. He is currently holding the position of Executive Director in REC Limited since February 2019 and is looking after financing of state owned power utilities, Stressed Asset Management, and heading the implementation of Revamped Distribution Sector scheme with an outlay of Rs. 3,03,758 Crores seeks to improve the reliability and quality of Power supply, operational efficiencies and financial sustainability of Power sector. He is also Chief Executive Officer of REC Power Development and Consultancy Limited, subsidiary of REC. Prior to joining REC Limited, he has served for 14 years in the Government of Bihar and held various important positions including Managing Director of Discom, Transco & Genco, District Magistrate of Darbhanga & Saharsa districts, ACEO, Rural Road Development Agency and Additional Chief Electoral Officer.
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Deepesh Nanda, CEO, Gas Power ,GE South Asia as

Deepesh Nanda is the Chief Executive Officer for GE Gas Power in South Asia, responsible for GE’s business in countries such as India, Bangladesh, Sri Lanka, Mauritius, and Nepal. Deepesh has been driving all the strategic initiatives to providing highly efficient, reliable, and cleaner powering solutions to the areas that need them the most. At the Asia level, Deepesh Nanda is the President & Chief Executive Officer for GE’s Aeroderivative Gas Turbine business segment in Asia. He is responsible for driving growth in both the Aero new units and services portfolio across more than 22 countries in the region including key markets like China, Vietnam, Indonesia, Malaysia, Philippines, Singapore, Australia, New Zealand, India and Bangladesh. The Aero team, as part of a separate P&L stream within GE Gas Power, works closely with GE Research, FieldCore, Aviation, Heavyduty Gas Turbine and Services to drive seamless Aero experience for the GE customers in Asia. With the above roles, Deepesh plays a significant role in developing growth strategies and finding solutions to bring electricity to the far-flung geographies of Asia. His experience in building infrastructure projects impacts everyday lives of people and helps in the next phase of energy transformation for the region. Deepesh holds a bachelor’s degree, with distinction, in Mechanical & Production Engineering from Annamalai University, Chidambaram, India, and an M.B.A from the OUBS, Milton Keynes, UK.
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Dr. Binu Parthan, Head, Country Engagement and Partnerships (CEP) Division, IRENA

Dr. Binu Parthan is the Head of Regions and responsible for country engagement within the Country Engagement and Partnerships (CEP) Division at IRENA. Prior to IRENA, he was a regional adviser at Green Climate Fund (GCF), Deputy Director General at the Renewable Energy and Energy Efficiency Partnership (REEEP) and  Executive Director of IT Power India. His energy transition, climate change and renewable energy experience covers 20 developing countries including countries in Asia-Pacific, Africa and Latin America.  Parthan holds a Doctorate in low-carbon Energy from the Technical University of Graz and Master degrees in Renewable Energy from University of Oldenburg and Industrial-Mechanical engineering from National Institute of Technology Calicut.
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Anil Chawla, Managing Director – India & SAARC, Verint

Anil Chawla is a digital transformation evangelist, who is driven by relationships to deliver excellence in customer engagement and experience.

He is a highly respected business leader in the industry with over two decades of experience in business transformation, strategic planning, sales execution, pre-sales, technical consulting partner engagement and customer engagement.

Since the start of his journey with Verint in 2012, Anil has delivered sustained revenue growth and has consistently exceeded organizational expectations. With responsibilities to achieve revenue, profitability and market share, under his leadership, Verint is now the strategic partner for several South Asian organizations across key verticals like Enterprise, BPO, BFSI, Telecom, Retail, shared service centers and citizen services.

Anil is an empathetic leader who is endorsed by his peers for steering Customer Experience (CX) outcomes, operational efficiencies through AI & Analytics driven Automation.

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Sanaa Arora, Associate Director, Human Capital Consulting, Deloitte India

Sanaa has over 12 years of consulting and industry experience across USA, UK, Middle East, and India. She has partnered with senior clients to solve for complex human capital and project management issues, and also has experience in the non-profit development sector.

Sanaa holds an MBA from University of Michigan, Ann Arbor and is a Certified Internal Auditor. She participated in the Indian Future Leaders Program, a selective group of Indian professionals chosen by Spain-India Council Foundation and is a published author with articles appearing in Turkish Weekly, Financial Express, Indian Review of Global Affairs etc.

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Sunil Aryan, Director Practice, Asia | Backoffice and Retail, Verint

  • Sunil Aryan comes with more than 25 years of experience in the field of Workforce Optimisation, Operations Management, Customer Experience strategies and Digital Transformation.
  • Sunil loves helping customers achieve their strategic goals by embracing the right solutions.

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Ashwani Nandini, Senior Vice President and Head of Delivery Assurance, GlobalLogic

With over two decades of experience in IT, product development services and delivery, A Nandini leads Delivery Assurance for GlobalLogic India. With over 6500 engineers spread across 5 locations, India is the largest delivery centre for GlobalLogic worldwide.

In her role as the Senior Vice President – Delivery Assurance, Nandini is responsible for ensuring partner delight right from engagement inception to closure. Nandini is responsible for bringing global delivery capabilities built on skills, scale, and cost effectiveness. Her diverse experience in managing the entire product development life cycle with a strong sense of quality commitment ensures white box quality, right project tools, design and architecture elements clubbed with the right processes.

Leveraging her decades of delivery experience, Nandini coaches project and program managers on delivering the right product on time with success parameters well defined and delivered. She plays an instrumental role in GlobalLogic’s pre-sales process and has extensive experience in ramping up large engineering labs. As a result of her management skills, Nandini’s teams have demonstrated consistent growth and have received accolades across multiple markets.

During her career at GlobalLogic, she has established Noida as an excellence centre for Big Data, Analytics, Cloud and Mobile technologies and she has grown the company’s business across ecommerce and Telecom verticals. Nandini has also nurtured the Noida design group, which plays a pivotal role in designled engineering. Nandini has won multiple CEO Awards for sales support and leadership excellence. She is also actively involved in global strategy initiatives, from organizing proof-of-concept contests as part of GlobalLogic’s Innovation Seeding Group (an employee idea incubator) to managing the delivery talent pipeline for the company’s thirteen global engineering centers.

Prior to joining GlobalLogic, Nandini held various engineering and business management positions with technology companies such as Interra Information Technologies and Tata Unisys (now Tata Consultancy Services). While at Interra, she established the company’s mobile competency and enterprise application integration. She also played a vital role in its ISO and CMM Level 5 certification processes.

A topper at Delhi University, Nandini pursued her B.Sc. in Mathematics and later pursued her MCA from Delhi University. Nandini is a frequent speaker with the media and is the Co-Chair at the NASSCOM NRC (Northern Regional Council) and an active member of the Tech SIG (Special Interest Group) at NASSCOM.

For more information reach out to: Ruchi Mahna Chowdhury
Corporate Communications India
ruchi.chowdhury@globallogic.com

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Anish Ahuja, Vice President - Service at Whirlpool of India

Anish Ahuja is the Vice President – Consumer Service at Whirlpool of India Ltd. He has been credited with deep structural changes revolving around and within the Service function to match the ever-evolving customer’s demands and mirroring the sweeping impact of technology in customer directed operations. He has driven his team to bring in unparalleled focus in ensuring enduring service quality outcomes by focussing on branded service as well as architecture, policies and processes which ensure a differentiated last-mile consumer connect. With over 23 years of experience in an extremely competitive industry, he had added value to the organisation in the various roles and diversified responsibilities. He has handled operations ranging from supply chain & consumer service in the back-end and, also front-end sales in diverse and discerning geographies ranging from Australia, Oceania to India.

As a customer advocate within the organisation and reflective of his holistic strategic mindset he has formalised sustainable and successful inter-functional connect so as to improve the customer facing outcomes.  His passion for consumers coupled with his extensive knowledge of consumer insights, systems & process, service delivery networks, call centre, technology makes him the go-to person within the home appliance industry. He is a speaker of note and is often invited to share his deep experiential knowledge at various industry forums and platforms and, is known to be an extremely well respected voice in the consumer electronics industry

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

Kunal Anand is Chief Operations and Customer Services Officer of Aviva India. He is also managing administration function and also provides leadership oversight to Information and Technology function. He brings to the table experience of over 28 years in Insurance and Pension business, gained internationally, in the UK, and within India. Kunal has been with Aviva since November, 2004 and was instrumental in setting up the Bancassurance business at Aviva India. During his stint with Bancassurance, he has provided strategic leadership to the Banca business, managing all the key partnerships for Aviva India.
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Sanjay Singal, COO, ITC

Sanjay Singal is the Chief Operating Officer for ITC’s  Dairy & Beverages business. In this role, he handles the P&L for the business encompassing all aspects including R&D,  Manufacturing, Marketing, Sales and  Operations. Prior to that, he was Head of Marketing for the Foods business of Dabur India Limited handling brands like Real Fruit Juices. In a career spanning nearly 25 years, he has handled senior P&L responsibilities and Functional leadership in Marketing and Sales for Personal Care and Foods businesses in India and abroad.

Sanjay started his career with Hindustan Unilever Limited in 1995, after completing his MBA from IIM Bangalore. At Unilever. he handled various responsibilities across Sales & Marketing for over 11 years in India and overseas on brands like Fair & Lovely and Dove with Asia responsibilities. Post that, he joined Yum Restaurants International as Senior Marketing Manager where he handled the ‘Pizza Hut’ brand for South Asia from 2005 to 2007.

Sanjay is associated actively with various Industry associations like Indian Beverage Association and Indian Dairy Association.

At ITC, Sanjay has led the entry of ITC into Dairy category with the launch of Fresh Dairy and Dairy Beverage businesses. He is also a member of the Divisional Management Committee of ITC Foods.

He is based in Bangalore. His wife is an artist and homemaker, his Son is pursuing Undergrad course in US and daughter is in school.

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