Roundtable

In the past few years, we have seen massive disruptions become seeds for some of the biggest, most successful and innovative ways of meeting customer needs. The world is connected way better than ever before and here is the time and opportunity for organizations to reach, understand, analyze the needs of customers in the best possible ways and come up with innovative solutions to provide products and services to its potential and existing customers. Some of the major industries leading the economy like Ecommerce, Retail, , Pharmaceuticals, Food and Beverages, etc are all now very much reliant and dependent on structuring their business around the changing consumption patterns.

The changes in the performance of the retail market especially during the pandemic pose serious challenges to the retailers. Maintaining the balance between supply and demand is one of the ongoing challenges that have had a continuous impact on retail supply chain processes. However in the ever-changing disrupted environment, finding a viable solution seemed rather difficult. The big question is, how do you ensure seamless operational efficiency while overcoming changing market dynamics? It goes without saying that the retail market has its fair share of competition, however, how do you maintain the quality of service and deliver what you commit to the customer at the time of sales, makes a difference.

While the inventory and order management process are undergoing much-required transformation to achieve intelligent Omni channel, there are still multiple gaps within it that require utmost attention. In a fast-paced environment, even if currently disrupted, customer’s expectations from the retail sector are clearly increasing. The current circumstances call for having total control over your supply chain processes with the help of technology, further avoiding any hiccups and helping the business sustain.

The Economic Times Panel Discussion on Streamlining supply chain management with Technology, is a platform where we will have some of the top Technology C-Suite (CIO, CTO) from the industry, sharing their leadership views on the role of Technology in streamlining supply chain management for retail & E-commerce companies/ industry.

Levine Naidoo
Frictionless Supply Chain SME
IBM

Rajiv Bhuta
Vice President Product Management
Walmart Global Tech India

Rajiv Dinesh
Head – Data Products
Delhivery

Ranjan Sharma
Chief Information Officer, Head of Supply Chain, Head of Captive eCommerce and Quality Assurance
Bestseller India

Sandeep Jabbal
Vice President
Jubilant Foodworks Limited

Sunny Nandwani
Founder & MD
Acuver Consulting

Akash Srivastava
Partner
Deloitte India
Moderator

Join us at The Economic Times Panel Discussion on Streamlining supply chain management with Technology, to learn from the brightest minds and most influential leaders talking about Transforming organizations to achieve resilience, authenticity, and helping you reach the stage of customer delight.

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Digital workplace came into existence a couple of decades back and has changed human lives beyond recognition. In today’s business environment it is nearly impossible to run a growing business without any technological support especially if your focus is improving process efficiency.

Staying ahead of the curve will seem daunting and this Roundtable discussion will focus on how to expand capabilities designed to provide a holistic approach to transforming digital workflows. You will understand the importance of setting up process groups to coordinate organization-wide efforts that can be instrumental in changing the game towards optimized processes and how keeping longevity is critical in achieving desired outcomes.

Unlocking Business Growth Through Digital Workflows

• Digitization, digitalization or digital transformation – What is the next normal?
• Identifying the top 3 challenges organizations face while embracing new technology and the adoption of different perspectives to overcome them
• Cloud Transformation – Why should organizations adopt cloud technologies to fuel digital transformation?
• How can intelligent automation help navigate digital workflows in the hybrid/distributed work environment?

Amit Chopra
Managing Director – India and South Asia
Thermo Fisher Scientific

Anup Rau
MD & CEO
Future Generali India Insurance Co Ltd

Arjun Ramaraju
CEO
Conneqt Business Solutions

Ashish Khanna
President – Renewables
Tata Power

Rashmi Mohanty
CEO – Interim & Group CFO
Clix Capital Services Pvt Ltd

Shivashish Chatterjee
Co-Founder & Joint Managing Director
DMI Finance

Venugopal S Arcot
Senior Director Solution Consulting
ServiceNow

With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking for ways to win new business. One of the ways companies are looking to one-up their competition is by highlighting their excellent customer service. In fact, the customer service as a whole is not something many companies excel at, which makes companies that truly shine at the very end of the experience process more appealing to prospects or customers.

Discussion Points

• Since the time Covid has hit the world, we hear from the Industry leaders that Customer Service is a big differentiator. How is Customer Service an integral part of your business strategy? Could you please share your thoughts.
• When it comes to Customer Service, it’s important to be agile & innovative as the Competition is also evolving it’s own strategy. How does technology play a role in this process and what are your expectations from platform providers like ServiceNow?
• Philip Kotler – widely regarded as the Father of Modern Marketing – popularized the idea of 4Ps – Product, Price, Place & Promotion. In this modern times, how does Customer Service compliment these 4Ps and bring in that “Wow” factor for your Customers. What are your views?
• “Voice of the customer” or “Customer Feedback” is what the Industry leaders clearly call out as an effective tool to include the Customer in the entire Customer experience journey. What are some of the ways, you incorporate the Customer feedback in your product & solutions offering and how critical it is to the success of your organization.
• Last question / Rapid fire – : Which company or brand according to you is the epitome of “Leveraging Customer Service as a competitive advantage” and why?

A Balakrishnan
Managing Director
Geojit Technologies

Binod Hampapur
Executive Vice President
Infosys

Jolly Zachariah
Head of Service and Customer Experience
Ujjivan SFB

Kushagra Goswami
Senior Solutions Specialist – Customer Workflow
ServiceNow

Lakshmi Natarajan
Global Technology and Service Management Process Leader
Cargill business services

Sachin Srivastava
VP Customer Success & Managed Services
Mobileum India

Shashwat Singh
Digital Transformation Leader
Kimberly-Clark India

With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking for ways to win new business. One of the ways companies are looking to one-up their competition is by highlighting their excellent customer service. In fact, the customer service as a whole is not something many companies excel at, which makes companies that truly shine at the very end of the experience process more appealing to prospects or customers.

Discussion Points

• Since the time Covid has hit the world, we hear from the Industry leaders that Customer Service is a big differentiator. How is Customer Service an integral part of your business strategy? Could you please share your thoughts.
• When it comes to Customer Service, it’s important to be agile & innovative as the Competition is also evolving it’s own strategy. How does technology play a role in this process and what are your expectations from platform providers like ServiceNow?
• Philip Kotler – widely regarded as the Father of Modern Marketing – popularized the idea of 4Ps – Product, Price, Place & Promotion. In this modern times, how does Customer Service compliment these 4Ps and bring in that “Wow” factor for your Customers. What are your views?
• “Voice of the customer” or “Customer Feedback” is what the Industry leaders clearly call out as an effective tool to include the Customer in the entire Customer experience journey. What are some of the ways, you incorporate the Customer feedback in your product & solutions offering and how critical it is to the success of your organization.
• Last question / Rapid fire – : Which company or brand according to you is the epitome of “Leveraging Customer Service as a competitive advantage” and why?

Panelists

• Atanu Pramanic, CIO, Hindalco
• Rohit Kilam, CTO, CMS Info Systems
• Saher Williams, Head – Customer Centricity, Piramal
• Preeti Singh, Head Customer Service and Customer experience management, Axis Finance
• Monish B Vohra , Executive Vice President & Head Customer Services, SBI Payment Services
• Anuradha Singh, Chief – Experience Design, Future Group India
• Hari Shankar, Sr. Vice President Customer Experience, Future Generali India Insurance
• Birendra Sen, Business Leader, Tech Mahindra BPS

Anuradha Singh
Chief – Experience Design
Future Group India

Anirvan Saha
Technology Head
ICICI Lombard General Insurance Ltd

Atanu Pramanic
CIO
Hindalco

Birendra Sen
Business Leader
Tech Mahindra BPS

Hari Shankar
Sr. Vice President Customer Experience
Future Generali India Insurance

Paul Baptist
Senior Director, Solution Consulting, Customer Workflows
APJ

Preeti Singh
Head Customer Service and Customer experience management
Axis Finance

Rohit Kilam
CTO
CMS Info Systems

Saher Williams
Head – Customer Centricity
Piramal

With the globalization of the business world, competition is more fierce than ever before. Companies lose deals to competitors located half way around the world and are always looking for ways to win new business. One of the ways companies are looking to one-up their competition is by highlighting their excellent customer service. In fact, the customer service as a whole is not something many companies excel at, which makes companies that truly shine at the very end of the experience process more appealing to prospects or customers.

Discussion Points

• How is Customer Service an integral part of your business strategy?
• How can technology play a vital role in building an competitive, agile and innovative strategy for exceptional customer service
• Bringing about the ‘WoW Factor’ with the 4Ps in the current marketing conditions – Product, Price, Place & Promotion
• Voice of Customer/Customer Feedback – New ways to incorporate a feedback mechanism to gauge the entire customer experience journey
• Leveraging Customer Service as a competitive advantage – Which company or brand is acing the game today & why?

Abhishek Gupta
Chief Information Officer
DISH TV India Ltd

Arvind Mohan
Head Customer Experience
Delivery

Gerald Carroll
AVP, Customer Workflows APJ
ServiceNow

Honey Madaan
Head Customer Experience
Airtel Payments Bank

Kamal Hingorani
Chief Customer Officer
SpiceJet

Manu Lavanya
Director & COO
Max Life Insurance

Monish B Vohra
EVP & Head Customer Service
SBI Cards & Payment Services

Rahul Chopra
Chief Digital Officer
Clix Capital Services

Overview:

The production of chemical commodities is central to the world’s economy and is a fast-growing industry in India. As demand increases, reliability and sustainability increasingly become a must have versus a nice to have in order to keep production running at an optimal level.

The pressure on production line employees and their work orders, effecting chemical engineers, technicians, operators, and scientists accelerates the adoption of innovative technologies to keep machinery and equipment in optimal working condition.

Chemical companies have long struggled with their industry’s unique requirements related to hazardous materials, traceability, asset management, regulatory compliance and more.  As time progresses, such complexities are only going to proliferate, especially as uncertainties around tariffs, sustainability initiatives, and regulations grow. These key issues and trends can have profound impact on the way you manage your critical assets.

About the Virtual Round Table:

In this roundtable, we will discuss the current approach towards asset management & compliance in the Indian Chemical Industry and why is it important to make the shift from reactive to prescriptive maintenance and embrace the maintenance 4.0 principles to keep your organization running at peek performance with ground breaking technologies that deliver new levels of usability, connectivity, and insight into your assets to:

• Improve reliability, equipment life cycle and performance with condition-based preventive maintenance
• Ensure regulatory compliance, reduce energy usage, support sustainability initiatives
• Include the maintenance function as part of a holistic approach of safety to enhance a safe workspace by implementing paperless monitoring and maintenance processes
• Support more effective decision making and optimize systems that enhance performance and business continuity

In this roundtable we will examine solutions to improve capital asset management in ways that increase reliability, enhance predictive maintenance, and turn today’s chemical industry challenges and disruptions into tomorrow’s opportunities.

Join us in this engaging listening circle “Towards Next level in predictive maintenance:  Driving regulatory compliance and operational efficiency for the Chemical Industry” with leaders in chemical industry to understand how organizations are working towards predictive maintenance. We will dive deeper into evolving regulatory compliance and operational efficiency.

In this session we will explore:

• What trends define today’s Chemicals industry, what are their challenges and disruptions they are facing and how to turn them into tomorrow’s opportunities
• Maintenance 4.0 outcomes and how to digitize and optimize maintenance operation to reach new levels of efficiency
• Need and Relevance of Reliability Centered Maintenance (RCM) and Asset Performance Management (APM) capabilities to make better informed decisions that lead to increased reliability, higher uptime, fewer accidents and failures, and lower costs.

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2020 was the year which change the dynamics of global ecosystem. It has been a year of challenges, paradigm shifts, and rapid adaptability in the face of uncertainty. Covid 19 had walloped many industries in the last year, however streaming platforms or over-the-top (OTT) platforms on the other hand had remarkably enhanced the content consumption and creation ecosystem. It transformed the entire landscape of media & entertainment industry. From gradual increase to a sky-high boom, changed the growth trajectory of such platforms. This inspired the platforms to step up their game, innovate and present audiences with a variety of content to beat those lockdown blues.

A sudden revolution in digital space, has accelerated and amplified the ongoing shifts in consumers’ behaviour, and increase in willingness to pay for subscription models without compromising on the quality of the content, which would not otherwise have reached for many years. It is time for these platforms to keep the momentum up and going for the years to come.

It is an era of co-opetition, wherein the convergence has blurred the lines between media and technology companies. While building state-of-the-art infrastructure, businesses must re-configure the delivery mechanism assuring that the quality of service (QoS) and quality of experience (QoE) are not compromised at any given time.

This virtual roundtable will take a deep dive into how companies can unlock the potential of OTT everywhere. Business and technology factors work together to create a successful OTT service, and to look at the entire OTT ecosystem to provide a thorough understanding of the opportunities, challenges, and the roadmap ahead.

Aditya Kothari
Co-founder
Chingari

Ali Hussen
Chief Executive Officer
Eros Now

Divya Dixit
Senior VP-Marketing, Direct Revenue & Analytics
ALT Balaji

Girish Menon
Partner and Head-Media and Entertainment
KPMG in India

Gulshan Verma
Head Advertising
Disney+Hotstar

Manpreet Bumrah
Senior Vice President – Distribution & Alliances
Eros Now

Pulkit Agrawal
Co-founder
Trell

Rahul Mishra
Head of Marketing and Communications
Shemaroo Entertainment

Ruben Senor-Megias
Chief Sales Officer
NPAW

Today we are seeing a plethora of automation tools and techniques which have taken over the world in past few years. With the use of automation tools, we now can save a lot of time while performing operational work within a business. This will help us increase the productivity of our processes and in turn saves us operational costs. Even a Common automation solution, such as a successful RPA implementation, can generate a 40 to 80 percent reduction in processing costs and an 80 percent reduction in processing time. Today, deploying these technologies should became the priority, now that businesses have started to look towards the future

Incorporating RPA & AI into their business processes will provide security assurances for any future disruptions. Implementing automation can be in many forms, one way to go about it is, it will help business reduce costs by automating manual and repetitive tasks and making greater use of the cloud. By expanding virtual capabilities with intelligent automation and practices that support collaboration, organizations can kick start the new year with many opportunities.

Talk points:

• Automation as an enabler of speed, scale, flexibility, M&As for Indian Conglomerates
• RPA crucial to integrating processes, systems, people across geographies – enabling organic and inorganic growth for large enterprises
• RPA enabling compliance and simplifying the approach to meeting regulation requirements
• Enabling personalization in businesses while standardization processes and helping them create better and more nuanced customer experiences
• Future of automation of India Inc. – why is it crucial and what are the key driving factors and growth pillars?

Kapil Pal
Head IT
United Breweries

Milan Sheth
EVP-IMEA
Automation Anywhere

Priyabrata Sarangi
Chief Information Officer
DCM Shriram Industries

Rajendra Bisht
Vice President – Technology & Digital
Bajaj Finance – Auto Finance

Sachin Gupta
President & CIO
Usha International

Sajesh Gopinath
General Manager & Go to Market Leader
UST SmartOps, UST

Saurabh K Ganeriwala
Group CDO & CIO
Jindal Steel & Power

Dr. Suresh A Shan
Head-Innovation & Future Technologies Business Information Technology Solutions
Mahindra & Mahindra Finance

Moderator
Vijay Bhaskaran
Partner
EY

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

• Anil Jain, Chief Delivery Officer, In-Solutions Global Limited
• Arunashish Ghosh, Director, Virtusa
• Ashok Harris, President – Global Delivery, Hexaware Technologies Ltd
• Ashwani Mishra, Consulting Editor, ET Edge
• Balakrishnan A, Executive Director, Geojit Financial Services
• Caesar Peter, Manager – Solution Consulting, Servicenow
• GP Ashok Kumar, General Manager & Chief Technology Officer, The Karur Vysya Bank
• Rubal Sahni, Sales Director, Servicenow
• Vivek Vashist, Senior Director, Concentrix

Anil Jain
Chief Delivery Officer
In-Solutions Global Limited

Arunashish Ghosh
Director
Virtusa

Ashok Harris
President – Global Delivery
Hexaware Technologies Ltd

Ashwani Mishra
Consulting Editor
ET Edge

Balakrishnan A
Executive Director
Geojit Financial Services

Caesar Peter
Manager, Solution Consulting
Servicenow

GP Ashok Kumar
General Manager & Chief Technology Officer
The Karur Vysya Bank

Rubal Sahni
Sales Director
ServiceNow

Vivek Vashist
Senior Director
Concentrix

Overview

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

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

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

Akash Desai
Regional Head – Solution Consulting
ServiceNow

K V Dipu
President & Head Operations & Customer Experience
Bajaj Allianz General Insurance

Kayzad Hiramanek
Chief – Operations & Customer Experience
Bajaj Allianz Life Insurance

Lalit Lalwani
Global Head, Digital Customer Experience Management
TCS

Sachin Madhukar Shinde
Regional Director
ServiceNow

Sharatee Ghosh
Executive Vice President – Customer Experience Centre & Virtual Relationship Management
Kotak Mahindra Bank Limited

Suman Kargupta
SVP & Head Customer Experience
Reliance Jio