Roundtable

Overview

Customer experience has always been a way for companies to differentiate themselves. But COVID-19 has changed the rules of the game. The customer we now serve is self-isolating, prefers digital and contactless engagement channels, is more conscious about spend, and is likely to be making different lifestyle choices for some time. Designing customer experiences for this new world may call for fundamentally different approaches. But the opportunities to create value are many.

This discussion will have experts take stock of the current situation and will focus on strategies and models to plan the future to keep businesses on track in crisis times:

• What does the future of customer service really look like? Will the after-effects of Covid-19 lay down new foundations for the future of CS?
• What new business models will evolve to assess potential risks and define responses in the event of a crisis?
• Remote customer experiences can still retain a personal touch?
• Survival is a keyword in these challenging times, how are today’s business leaders learning from adversity and what are their plans looking forward?

Speakers

• Akhil Agarwal, Chief operating Officer, IGT Solutions
• Ashwani Mishra, Consulting Editor, ET Edge
• Caesar Peter, Manager, Solution Consulting, Servicenow
• Monish Vohra, Head Customer Services, SBI Cards
• Rachna Chugh, Customer Experience, Genpact
• Rajiv Upadhyay, Sales Director – India North, Servicenow
• Sanjay Chincholikar, Head- Operations (India Films Business), Cosmo Films
• Sourav Sinha, Chief Information Officer, IndiGo Airlines
• Sudipta Barua, Strategic Initiatives & Partnerships: IB, HCL Technologies – North
• Susanta Patnaik, COO, Supreme Industries

Akhil Agarwal
Chief operating Officer
IGT Solutions

Ashwani Mishra
Consulting Technology Editor
ET Edge

Caesar Peter
Manager – Solution Consulting
Servicenow

Monish Vohra
Head Customer Services
SBI Cards

Rachna Chugh
Customer Experience
Genpact

Rajiv Upadhyay
Sales Director
Servicenow

Sanjay Chincholikar
Head- Operations (India Films Business)
Cosmo Films

Sourav Sinha
Chief Information Officer
IndiGo Airlines

Sudipta Barua
Strategic Communication – Acquisition & GTM(APAC)
HCL Technologies

Susanta Patnaik
COO
Supreme Industries

At the peak of the crisis, over-stretched healthcare organisations are battling to save lives and control infection rates, while also protecting their frontline staff. Less prominent is the seismic impact that COVID-19 is having on the regular day-to-day operations of the pharma industry. With so much time and resources being allocated to the pandemic, every aspect of the pharma value chain from manufacturing to sales and marketing is having to adapt. The reality is that working practices across the industry may never be the same again. But as the coronavirus pandemic requires social distancing and a rapid search for a vaccine, it could finally be the trigger that forces a traditionally risk-averse industry beholden to legacy systems, regulation and compliance to fully embrace new technology. This discussion will bring perspective on real world examples of how different organizations reacted during these difficult times and how global pharma organizations are embracing the transformation to enhance the experience during this crisis.

Anand K
Chief Executive Officer
SRL

Arvind Kukrety
Deputy Drug Controller
Central Drug Standard Control Organization (CDSCO)

Karan Singh
Managing Director
ACG

Shri Navdeep Rinwa
Joint Secretary (Policy, Medical Device, Pharma Bureau), Department of Pharmaceuticals, Ministry of Chemicals & Fertilizers

Omar Sherief Mohammad
Managing Director
Roche Diabetes Care India

Prashant Nagre
Chief Executive Officer
Fermenta Biotech

Sanjiv Navangul
Managing Director & CEO
Bharat Serums and Vaccines

Vikas Bhadoria
Senior Partner
McKinsey & Company

Vikrant Shrotriya
Managing Director and Corporate Vice President
Novo Nordisk

Moderator
Vikas Dandekar
Editor (Pharma & Healthcare)
The Economic Times Prime

Smart Utilities for today’s Digital India is a demand to keep up with the fast pace and fast moving market comforting today’s smart consumers and their smart lifestyle. Top Global Trends Driving Changes in the Utilities Businesses: Over the past decades, the utilities industry has been all about Technical Disruptions and Transformations. Several studies and researches have shown the following major focus areas:

• Consumer centricity – In the absence of true climate diplomacy, citizens will drive the charge for change supported by policies driven by various regulatory bodies.
• Tectonic shifts – As industries collide, some will rise while others will be swallowed up.
• Flexibility is the key to longevity – How flexible are the companies and players to adopt massive changes in technology as well as demand supply optimization pressure
• Energizing storage

In today’s scenario, the efficiency of utilities will depend on their ability to develop new capabilities, different business models and a mind-set, centered around agility and collaborations. The Economic Times Round Table Discussion on Smart Utilities for today’s Digital India 2020 is a board room discussion designed to bring together industry veterans from some of the largest Power, Gas and Water Distribution companies of the country. Join in live from wherever you are.

BP Raju
Group General Manager-Head, SCADA
ONGC

Kumud Wadhwa
Senior General Manager NPMU
National Smart Grid Mission

Manjunath Kulkarn
Director – Sales & BD (INDIA)
Atos

M.K.Srivastava
Executive Director (IT)
NTPC

Nitin Kumar Rohilla
Vice President – IT
Adani Electricity Mumbai Limited

Onkar Kapoor
CIO – Information Technology
Adani Gas Ltd.

Partha Dutta
Head Data Science and Senior Vice President Digital & Technologies
Sembcorp Industries

Paul da Cruz
Global Head of Marketing & Consulting, Energy & Utilities
Atos

Supriyo Misra
Principal Consultant, Energy & Utilities
Atos

S Samanta
Head, IT
TATA Power Delhi Distribution Limited