Empowering CX in India: DrivingGrowth and Efficiency for GlobalBrands through CX Innovation”

Empowering CX in India: Driving Growth and Efficiency for Global Brands through CX Innovation"

The World CX Summit – India was designed to offer an exceptional learning opportunity for the
attendees with informative discussions, inspiring presentations, highlighting the latest trends and
techniques in the field of CX innovation. The Indian edition of the World CX Summit aimed to broaden
its objectives providing a platform for leaders in government and industry to come together and
exchange ideas on how to tackle the latest challenges in the field.
Friday, 17 May 2023: 200+ Pre-qualified Delegates, 25+ esteemed Speakers, 20+ Media
Partners, and Conference/Exhibitors had joined the 10th global edition of World CX Summit,
which was hosted at the Hotel Westin Gurgaon, Westin Gurgaon, Sector 29, New Delhi, NCR on
27 April 2023. This event has previously been held in various parts of the world with great
success. The World CX Summit – Delhi wrapped up with a One-day power packed
conference. The event brought the government leaders and an inspirational line-up of
experts and solution providers together to discuss the latest challenges and explore the
latest applications in data powered solutions.
“CXOs need to align themselves to Data Democratization for leveraging the true potential of
data and datafication in enhancing customer experience, product development acumen,
operations, innovations, prediction of new opportunities and connecting to the masses at a
population scale with ease and affordable cost.” Sated Golok Kumar Simli, Principal Advisor
and Chief Technology Officer, Ministry of External Affairs, India
Harshavardhan Chauhaan, VP, Chief Marketing & Omnichannel Officer, Spencer’s Retail &
Nature’s Basket stated that “Consumer Centricity is the only constant strategic business lever for
success across industries. The Right CX strategy emanates from being consumer centric first before
anything else.”
One of the summit’s most prominent discussions was the panel on ‘Quantifying the
Intangible: Linking Customer Experience to Value’. In this panel the speakers highlighted the
challenges faced by companies in improving customer experience. They discussed how
many companies aspire to transform their customer experience but struggle to measure the
economic impact of such changes, leading to uncertain results. Also, they highlighted how
companies can ensure that their customer experience programs yield a positive return on
investment, the speakers emphasized the need to establish a link between customer
experience and value.
The speakers of this panel discussion included Golok Kumar Simli, Principal Advisor & CTO,
Ministry of External Affairs; Akash Jaggi, Global Director, Customer Delivery Experience &
Digital Transformation, Schneider Electric; Suhail Ghai, Chief Digital & Information Officer,
Max Life Insurance; Aashish Chandra, Chief Digital & Technology Officer, The Body Shop;

Yash Sultania, Co-founder & CEO, Survey2Connect and moderated by Ajay Nambiar, COO &
Chief Service Officer, PYP, M3M.
Rahul Tandon, Chief Customer Service Officer, Ecom Express Limited was part of panel
discussion on the topic ‘Amplifying Total Experience (TX): Unleashing the Power of Emerging
He was joined by Samuel Gier, Customer Experience Lead – India, Nothing; Ashish Shukla,
Head of Customer Experience, Flipkart; Pranashu Rastogi, Head of Customer Experience,
Jubilant FoodWorks, Joe Emmanuel; Vice President of Products, Global Business
Development and Presales, Route Mobile Limited. This panel discussion was moderated by
Dilpreet Singh, Head – CRM, Loyalty & Customer analytics, ITC Limited.
The World CX Summit – India also included Tech Talks from Brian Bischoff, General Manager
and SVP – Genesys; Kushagra Goswami, Sr Advisory Solution Consultant, ServiceNow;
Harshni Sreedhar, Director of Strategic Partnerships, APAC & MEA, Uniphore; Sameer
Narkar, Founder and CEO, Konnect Insights; Shyam Krishnan, VP – Customer Experience,
Exotel; Saurabh Chandre, AVP and Head – Sales – CX, (India , APAC and MECAA), Tata
Communications; Pooja Ujwal T Makhija, Executive Director and Co-Founder, Phonon
Communications Pvt Ltd.; to name a few.
“As companies continue to prioritize customer-centric approaches, the recent World CX
Summit – India facilitated a forum for industry leaders to share their valuable perspectives on
enhancing customer experience.” Stated Naveen Bharadwaj, Group CEO, Trescon. He
further added, “Trescon takes pride in hosting such an event that brought together
prominent industry experts and thought leaders to discuss the latest trends and best practices
in CX. We believe that the insights shared at the summit will enable Indian businesses to
augment their customer experience programs, leading to better business outcomes.”
The exhibition area was equally captivating, teeming with a plethora of pioneering CX
solution providers showcasing their latest products and services, ranging from chatbots to
analytics tools.
World CX Summit – India was partnered by:
Gold Partners:
 Tata Communications Limited / Genesys
 ServiceNow
 Uniphore
Silver Partners:
 Exotel
 Route Mobile
 Konnect Insights
 Phonon Communications
 Saarthi.ai
 Survey2Connect

Bronze Partners:
 Kaleyra
 Sitecore / Vertis Digital
 CM.com
 Jabra
 Rezo.ai
Communications Partner:
 MOBtexting
Visiting Partner:
 EbixCash Global Services
Official Media Partner:
 Business Standard

About World CX Summit – India:
World CX Summit is a thought-leadership-driven, business-focused, global series of events
that takes place at strategic locations across the world.
The Summit features exciting keynotes, enterprise use-cases, product showcase, panel
discussions and tech talks to discuss the trends and challenges in technology
implementations that will eventually determine the future of Customer Experience and its
World CX Summit is connecting global CX experts and technology providers with pre-
qualified CEOs, Heads of CX, Chief Digital Officers, CIOs, CMOs, Chief Innovation Officers,
Chief Technology Officers, Heads of Digital Transformation, Heads of Product Development –

  • all under one roof.

About Trescon:
Trescon is a global business events and consulting firm that provides a wide range of
business services to a diversified client base. Trescon is founded and managed by a group of
specialists with more than 10 decades of combined expertise in successfully developing
business events, training, and consulting for corporates, governments, associations, and
high-net-worth individuals across the world. With a deep understanding of the realities and
requirements of the growth markets we operate in – we strive to deliver innovative and
high-quality business platforms for our clients.

For further details about the announcement, please contact:
Nupur Aswani
Head – Media, PR and Corporate Communications,
+91 95559 15156 | media@tresconglobal.com


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