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Conference meet 2019
5 to 7 June 2019, Waterfront Hotel, London
25th September 2024
CX Future Vision Summit- Mumbai Edition
CXNet conducted its inaugural event CX Future Vision Summit, Mumbai Edition, at the prestigious Jio Convention Centre, which brought together customer experience (CX) leaders, technology experts, and industry pioneers under the theme "Leveraging the Power of AI for a Future-Ready CX." The summit served as a dynamic platform to explore the transformative role of artificial intelligence in shaping customer experiences across industries. Avaya was the Technology Partner and showcased its cutting-edge solutions for enhancing AI-driven CX. The company’s participation highlighted its commitment to empowering organizations with AI-driven tools that enable seamless, personalized, and future-ready customer experiences.
The event witnessed the participation of 80+ attendees, comprising CX leaders, technology solution providers, and key decision-makers, making it a significant gathering for knowledge-sharing and networking in the CX domain.
Event Highlights
Welcoming Note & Keynote Address: The event commenced with an inspiring welcoming note by Nidhi Shail Kujur, Sr. Assistant Editor, CXNet that set the tone for a day filled with insightful discussions and thought-provoking ideas.
The keynote address, titled “CX Transformation Journey: Navigating Through Disruptions & Being Future-Ready,” was delivered by Nikhil Asopa, Head of Customer Service at Tata Neu. Nikhil emphasised the importance of adaptability in the ever-evolving CX landscape and shared strategies for staying resilient amidst technological disruptions. He highlighted how organisations can leverage AI to enhance operational efficiency and deliver unparalleled customer satisfaction.
Technology Presentations: Two powerful technology presentations showcased cutting-edge advancements and their practical applications in CX:
- Nilesh Marathe, Sales Specialist Leader, India & SAARC at Avaya, presented insights on integrating AI-driven solutions to create seamless and personalized customer interactions. His session underscored the importance of real-time engagement tools and predictive analytics in enhancing customer loyalty.
- Mridul Srivastava, Advisor at CXNet, delivered an engaging session on “Redefining CX in the Technology-Driven World.” He explored how emerging technologies like machine learning, natural language processing, and chatbots are redefining customer expectations and reshaping service delivery frameworks.
Panel Discussion
The summit’s concluding session was a thought-provoking panel discussion titled “Balancing Automation and Human Touch: Achieving the Perfect Blend for AI-Driven Customer Experience.”
- Nilesh Marathe, Sales Specialist Leader, India & SAARC at Avaya, presented insights on integrating AI-driven solutions to create seamless and personalized customer interactions. His session underscored the importance of real-time engagement tools and predictive analytics in enhancing customer loyalty.
- Mridul Srivastava, Advisor at CXNet, delivered an engaging session on “Redefining CX in the Technology-Driven World.” He explored how emerging technologies like machine learning, natural language processing, and chatbots are redefining customer expectations and reshaping service delivery frameworks.
The Panel Featured
• Namita Bohara, Lead – Customer Centricity, Hindalco Industries Limited
• Mahendra Bindra, VP – Customer Experience, UNITY Small Finance Bank
Moderated by Rakesh Gupta, Head of Customer Service at Anchor by Panasonic, the session delved into the critical need for businesses to find equilibrium between AI-powered automation and human-centric approaches. The discussion offered actionable insights into harnessing AI without compromising empathy, emphasizing the significance of human oversight in AI-driven processes.
Networking Dinner
The day concluded with a vibrant networking dinner, providing attendees with the opportunity to connect, collaborate, and exchange ideas. The informal setting fostered meaningful conversations, paving the way for future partnerships and innovations in the CX domain.
A Platform for Thought Leadership
The CX Future Vision Summit – Mumbai Edition demonstrated the potential of AI as a game-changer in customer experience. The event reinforced the importance of innovation, adaptability, and collaboration in navigating the complexities of modern CX.
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.
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