The rapid changes to consumer behaviour that the pandemic drove — such as the massive surge in digital penetration we saw in the last two years — have not dissipated as the world has opened up. Instead, we’ve moved from a period of disruption to one of evolution. What began as a necessity for safety — changes to the way we work, eat, shop and live — has morphed into an expectation for convenience. The world is no longer online or in-person — it is an amalgamation of the two. It is now up to brands to sustain this momentum. Customers are now demanding service, which is fast, seamless, and available on the channel most convenient to them. Digital transformation is a top focus as brands find innovative ways to better serve customers, build loyalty and optimize business operations. Leaders from the world of customer experience will share their views on evolving trends in CX and how are brands trying to keep up.

Mr K R Venkatadri
Chief Operating Officer – Nutrition Science Business
Tata Chemicals

Mr Haresh Hiranandani
Head Digital Transformation & Executive Vice President, Kotak Mahindra Bank

Dr Biswajit Mohapatra
Head of Customer Solutions Management India and South Asia
Amazon Web Services (AWS)

Mr Ankur Jain
Global Head of DIGO, Customer Engagement Platform Business
Tata Communications

Mr Anil Menon
CIO
Lulu Group, India