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Conference meet 2019

5 to 7 June 2019, Waterfront Hotel, London

28th November 2024

CX Future Vision Summit - Delhi Edition

The CX Future Vision Summit - Delhi Edition, the second summit organised by CXNet, concluded successfully at the Pride Plaza Hotel. This much-anticipated event brought together CX leaders, technology innovators, and industry experts to discuss the latest trends, challenges, and innovations shaping the future of customer experience (CX). The summit delivered a dynamic blend of keynote insights, thought-provoking panel discussions, and collaborative networking opportunities.

With over 100 attendees, including CX leaders, technology solution providers, and key decision-makers, the event served as a vital hub for knowledge exchange and networking in the CX industry.

Event Highlights

Welcome Note

The summit opened with a welcoming address by Sandipan Ray, Founder & Director, CXNet, who set an engaging and inspiring tone for the evening. He highlighted the transformative potential of CX strategies in a rapidly changing world and underscored the importance of adapting to evolving customer expectations.

Keynote Address: CX Transformation Journey

The keynote speech by Ankit Goenka, Head of Customer Experience at Bajaj Allianz General Insurance, provided a deep dive into “CX Transformation Journey: Navigating Through Disruptions & Being Future-Ready.” He shared invaluable insights on leveraging innovation and customer-centric strategies to stay resilient amidst technological disruptions and market volatility. His talk emphasised the importance of aligning CX practices with emerging digital trends to ensure sustainable growth and customer loyalty.

Panel Discussion 1

Balancing Automation and Human Touch: Achieving the Perfect Blend for AI-Driven Customer Experience
The First panel discussion, was moderated by Mridul Srivastava, which delved into the interplay between AI-driven automation and the irreplaceable human element in customer experience.

Panellists included

• Kumar Chandan, Head of Customer Service, Anchor by Panasonic
• Manish Panjwani, CTO, Shriram Automall India Group

This session provided actionable strategies to achieve a harmonious balance between automation and empathy. Panelists emphasised that while AI enhances efficiency and scalability, maintaining a human connection is vital for building trust and loyalty. Key takeaways included the importance of using AI as a support system rather than a replacement and integrating emotional intelligence into customer-facing roles to ensure a personal touch in interactions.

Panel Discussion 2

Digital CX Agility: Adapting Customer Journeys in a Rapidly Changing World

Again moderated by Mridul Srivastava, Advisor at CXNet, this panel delved into the crucial topic of agility in CX. The discussion revolved around how businesses can redesign customer journeys to meet the demands of a fast-evolving landscape. The panelists explored the role of digital transformation in fostering agility and adaptability. Discussions ranged from implementing real-time customer feedback loops to integrating advanced technologies like AI and machine learning for proactive and personalized engagement. Practical examples illustrated how agility in CX ensures businesses can pivot effectively to meet changing consumer needs.

Panellists included

• Nirupam Srivastava, President, Intelmon
• Meetu Arora, VP Customer Service, Sleepwell
• Indranil Mukherjee, Deputy Vice President & Head-Customer Experience, PVRINOX

Closing Note and Networking Dinner

The summit concluded with a heartfelt closing note, followed by a networking dinner. The dinner offered attendees an excellent opportunity to exchange ideas, forge new connections, and foster collaborations within the CX community.

A Platform for CX Excellence

CX Future Vision Summit – Delhi Edition reaffirmed CXNet’s commitment to empowering professionals with the knowledge, tools, and networks needed to excel in a technology-driven era. By combining thought leadership with practical insights, the summit inspired attendees to reimagine and elevate customer experiences in their respective fields.

CXNet is a platform that brings together CX professionals and CX tech providers to deliver experiences that drive growth and foster lasting relationships with customers.