4th Service Quality Excellence Summit India 2018

Speakers

Abhay Pratap Singh Chauhan

Head Customer Service - South Asia & East Africa

Avery Dennison Pvt. Ltd

Abhay Currently heads Customer Service for Avery Dennison India Pvt Ltd. for South Asia and East/West Africa and is largely responsible for delivering the best Customer Experience, Service Excellence, Setting up Service Strategies, Processes and enhancing the service levels for maximizing the breakthrough efforts of Avery Dennison India. He has over 16 years of diversified experience in B2B Manufacturing industry in Customer service, Projects, Supply chain & sales. At Avery Dennison, he has been instrumental in changing the service face for the customers, build better engagement with them and build an environment for smooth experience at every touch point. He is a people manager and loves to working closely with all his associates and strongly believes in empowerment. His core strengths lies into strategic thinking, planning and systematic execution. He loves meeting new people, travelling and photography.

Ajay Nambiar

Head – Customer Care & Property Management

L&T Realty Limited

Ajay Nambiar’s career of 26 years spans Hospitality, Telecom, Internet and Real Estate. He has worked with leading organizations like ITC Hotels, Holiday Inn, BPL US West, Sify, Yahoo! India, Mahindra Holidays and Emaar MGF. His area of expertise lies in setting up a high quality, performance driven Service Organization that include both branch operations and Centralized Multi lingual, multi-channel Contact Centers (captive, hosted). He is a go getter and has been instrumental in setting up high performance teams with a focus on Revenue (collections, cash flow management, retention, cross selling and upselling) maximization, Customer Satisfaction (CSAT, CAPS) , Best In Class Processes and benchmarks (COPC, 6 Sigma, ISO 9001:2008; ISO 10002 etc) and high quality Service Design and Delivery. To his credit, his team was the first Holiday company in the world to be COPC certified (Mahindra Holidays & Resorts Ltd). He also launched India's first broadband portal - Sifymax while at Sify. Ajay has done his master’s and Bachelor’s specializing in Hospitality Management.

Anish Ahuja

Head Customer Service

Whirlpool of India Ltd

Anish currently heads Consumer Service function for Whirlpool of India Ltd and is responsible for driving Service Delivery as well as Service Revenue for Whirlpool of India Ltd. A strategic thinker with immense exposure to service network management, champion on setting up robust systems & processes and a thorough People Leader is what Anish is knowing within the Whirlpool world. He is attributed to bring in structural changes within the service function, unparalleled focus to service quality, drive branded service and the last mile humane connect with the Whirlpool consumer. A veteran with Whirlpool, he has been associated with the organization for over 18 years with diversified experiences ranging from Supply Chain & Consumer Service in the backend and Sales in the front end and geographies ranging from Australia, Oceania to India. His 23 years of career spans through Godrej GE Appliances & Whirlpool of India Ltd. His passion for consumer durables coupled with his extensive knowledge for systems and process makes him the go to person within the home appliance industry. When he is not working, he loves playing badminton & table tennis with sons. He is an avid traveler & cooking food for his family excites him.

Anuja Shukla

DGM- Customer Service

Tribeca Creators LLP

Anuja Shukla is currently the Head of CRM at Tribeca Developers (an exclusive India representative of Trump Properties). She is responsible for the entire Customer facing organization pan India with special emphasis on digitization and leveraging technology to enhance the experience of their HNI customers. She has over 10 years of experience in Retail and Real Estate sectors. Her area of specialization includes Customer Relationship management, Call center Management; Quality; Business Development; Shop floor operations. She is a certified Quality Auditor for ISO 9001 and 10002. Anuja has completed her Masters in Customer Relationship Management from Amity University.

Burhanuddin Pithawala

VP Conversions

OYO

Currently heading the Conversions channel for OYO, India’s largest hospitality chain, Burhan joined OYO in September 2014. He has been a part of the key teams that instituted systems and operations helping in scaling up rapidly and continue to deliver on the key customer promise. Prior to his current role, Burhan was heading the South region for OYO. Before starting his journey with OYO, Burhan Co-Founded a Technology Driven Digital Marketing Company. There he was instrumental in setting up initial business models and development of team and product verticals. He is a Graduate from IIT Kharagpur and also has Extensive Leadership and Management Experience at ITC Ltd.

Dinesh Bhasin

VP, Head – Customer Care, Domestic & International Business, Passenger Vehicle Business Unit

Tata Motors Ltd

Dinesh Bhasin is Vice President, Head – Customer Care, Domestic & International Business, Passenger Vehicle Business Unit at Tata Motors Ltd., and leads the Service and Spares business globally. He has the distinction of launching the Tata Motors - Service brand with host of service offerings in 2013. Under his leadership, Tata Motors has made giant strides in the past six years, moving up the rank from no.7 in 2011 to no. 2 in 2017 in the Customer Service Index (CSI) survey by JD Power Singapore thus making Tata Motors the only company in last 6 years who has not lost a rank or dropped in CSI score. In a career spanning over 35 years in the automobile industry with a specialisation in after-sales- service, he has been involved in the service and spares function across Cars, Light Trucks and 2 & 3 Wheelers in India and abroad. He has held no. of senior positions with companies like Maruti Suzuki, Bajaj Auto, Hyundai and Toyota-both India and abroad. His passion for service can be witnessed in ‘Customer Retention,’ 2 books on Customer Service, authored by him. His passion is also apparent through the fact that he has worked relentlessly in After Sales Service for automobiles during last 35 years without a break making him probably the senior most professional in this area. Mr. Bhasin has B.SC (Engg) degree in Mechanical Engineering from National Institute of Technology, Kurukshetra and is an MBA in Marketing, from Faculty of Management Studies - University of Delhi. He has been awarded the Fellowship of the International Motor Institute – UK. Apart from this, in February 2018 he was felicitated with an award under the category of ‘Customer Experience Leader of the year’ by a B2B Marketing Service company. His interests include Traveling, Reading and Motorsports.

Dilpreet Singh

Head CRM and Customer Analytics

The Oberoi Group

Dr. Alok Rai

Professor

Banaras Hindu University, Varanasi / Author

Dr Alok Kumar Rai is Professor in Marketing Area in Faculty of Management Studies, Banaras Hindu University, Varanasi. He has authored 6 books and edited 4 books in the area of Customer Relationship Management, Customer Loyalty, Customer Satisfaction, Marketing Management and Management Education Management published from leading publishers like McGraw Hills, PHI, MacMillan, Himalaya, Excel, VDM etc. He has authored over 55 papers published in leading referred International Journals published from the US, UK, Europe, Australia and Asia. He is credited with standardising the curriculum content of “CUSTOMER RELATIONSHIP MANAGEMENT” all across the country by his best selling book “Customer Relationship Management: Concepts and Cases” published by PHI. He is also credited with establishing the subject of “CUSTOMER LOYALTY” by authoring first Indian book in the country on the subject“Customer Loyalty: Concept, Context and Character” published by McGraw Hills. His researches in the area of Customer Relationship Management, Customer Satisfaction, Customer Loyalty and Service Quality are widely cited in marketing literature. He is also trainer and consultant for leading government and corporate organi as MoD, DoT, NTPC, ECGC, UPPCL, REC, CSB etc. He has been lecturing as key notespeaker, subject expert and resource person in conferences, industrial and academic seminars, workshops etc. in different parts of the country on contemporary issues of business and management. He has completed projects funded by AICTE and UGC. He has also organised several International and national conferences, National level FDPs/EDPs and MDPs. He is member of NAAC, MHRD, UGC, CBSE and he is on committees/boards of different universities for governance, faculty selection, curriculum development etc. He also holds several administrative positions in the faculty and university including Coordinator of PGDBA program of FMS BHU.

Dr. Himanshu Dutt

Vice President & Head Customer Success

DMI Finance Pvt Ltd

Dr. Himanshu Dutt is a senior executive with good exposure in CRM and CX areas. He has about 15 years of Industry experience mostly in the financial services. At present he is the Vice President & Head Customer Success with DMI Finance – a leading NBFC into digital lending based out of New Delhi, where he is responsible for setting up CX practice for Consumer Credit and the SME business lines. Prior to this he was Head CRM and Customer Experience at Bajaj Capital – an investments-based firm where he was managing the client engagement process for the Company. He was instrumental in setting-up the Customer Experience process from the scratch, including the Voice of the Customer program and designed and implemented CRM end-to-end, successfully. Himanshu is a PhD in Business Management from Centre for Management Studies, Jamia Millia Islamia Central University. He is also NPS Certified professional and a Digital Marketing specialist. He uses his research background to gather customer insights and define their propensities for solid customer journeys and improving the digital experience. Dr. Himanshu have several publications to his credit and has been a regular speaker and jury, at various forums and guest faculty at premier teaching institutions. Recently, he was listed in the top 100 CX professionals in India released by Paul Writer and Oracle and was the finalist for CX Impact Awards 2017 by Customer Experience Professionals Association (CXPA), USA.

Japhia Walker

Partner | Head – Client Services

IIFL Wealth Management Ltd.

Japhia is responsible for managing Client Relations which she delivers through a team of over 100 experienced Service Relationship Managers. Japhia has over 17 years of experience in the Private Banking & Wealth Management set-up. Prior to IIFL Investment Managers, she was associated with The Royal Bank of Scotland (RBS). She has done her MBA in Client Relationship Management and holds a bachelor’s degree in commerce from S.I.E.S. College, Mumbai

Manoj Sharma

Business Head – Consumer & Partner Experience

UrbanClap Technologies India Pvt. Ltd

Manoj leads the consumer and Partner experience at UrbanClap which is India’s largest services market place. He has over 15 years of experience all of which has been in developing robust customer support and experience in companies like Teleperformance, Indiabulls, Jabong.com and UrbanClap. He is an MBA post graduate in International business from IMT Ghaziabad. Manoj follows a simple principle of customer management which is of delivering what the customer deserves and not what he expects.

Meeta Kalra

Director - Customer & Partner Experience

Microsoft Corporation

Prashant Hoskote

Senior Director - Quality and Service Excellence

Max India Group

Prashant Hoskote is the Senior Director - Quality and Service Excellence for the Max India Group. He is responsible for the development and implementation of an integrated strategic Quality, Service Excellence and Innovation agenda for Max Group companies. The Group has 5 businesses (healthcare, life insurance, health insurance, senior living and packaging films) with staff of ~70,000. Prashant spearheads this change program across the group, leading to financial results, patient / customer experience and retention benefits, as well as building a strong leadership team. Prashant has over 25 years of expertise in the Quality and Patient / Customer Experience and in the past has worked with reputed organizations in India and Overseas - such as the Taj Group of Hotels, Mashreq Bank, Standard Chartered Bank and Qimpro Consultants (Indian affiliate of Juran Institute Inc, USA). Some of his select achievement highlights are as follows: Member – On the National Board for Quality Promotion at the Quality Council of India, New Delhi, India Public Speaker – Has presented papers and been a panelist at various world conferences and forums like ASQ, World Congress on Quality, CAHOCON, AHPI Global Healthcare Conclave, Institute of Directors and so on. He has also authored articles in business newspapers – Economic Times, Business Standard, Financial Times. He featured as one of the FRONTRUNNERS in the EXECUTIVE FOCUS column of Business India at the age of 27. Prashant is among the two in the country to have qualified as a Certified Trainer and Facilitator from the Juran Institute Inc, USA. He is a Master Examiner on the Max Performance Excellence Framework (based on the Malcolm Baldrige National Award Criteria Model). He has also qualified as a Six Sigma Black Belt and has a Leadership qualification from INSEAD, Paris.

Preeti Batra

Head Global Process and Quality

Google

Rajiv Narang

Managing Director

Erehwon

Rajiv founded Erehwon in 1992 and he has over the last 26 years led it to become the world’s & India’s leading Innovation Consulting firm. His passion for Innovation & Imagination is boundary less. He brings unique & in-depth insights into the Strategic, Organizational & Leadership dimensions of Innovation. And what’s more, as a compelling, powerful speaker, he has inspired people across cultures & across the world into realizing ‘What does it take to bring alive Orbit-shifting Innovation’?. Rajiv’s perspective & insights in Innovation cut across Business, Social & Public services. His capacity to bring together insights from these worlds into a seamless & holistic Innovation model is unparalleled. He has over the last twenty years led a diverse and rich portfolio of strategic innovation & leadership initiatives with organizations like Bank of America, Max New York Life, Novartis, Unilever, IFF, Infosys, Wipro, ESPN. He partnered in architecting Marico’s ‘Innovation for India’ foundation and the ‘Innovation for India’ awards. He pioneered ‘The Challenger’ – Insight project that finally culminated in Erehwon’s first book ‘Making Breakthrough Innovation happen’ – How 11 Indians did the Impossible?

Recognised as India’s Innovation thought leader, Rajiv engaged:

  • as a part of National Planning Commission panel to recommend ‘India’s Innovation Strategy’.
  • as a Council member of the ‘Innovation for India’ Foundation &
  • as a Co-chairperson of the FICCI Innovation Committee.
Rajiv’s Mission is to enable the world to leverage Innovation, to find non-linear answers for the immense challenges that our planet faces today.

Raju Nanjundan

Global Customer Experience Coach

LinkedIn India

Raju is a person whose strength is People. This explains the roles he has been working in for the last 8+ years. He has worked as a Customer Experience advocate with organizations like HSBC & Dell in the past as well as in the capacity of a Global Customer Experience Coach at LinkedIn. The passion for the role makes him want to do more. The excitement to be able to strive for more and scale higher tasks drives Raju to work every day.

Subroto Gupta

SVP, Head – Innovation & Business Excellence

Jubilant FoodWorks Limited

An alumnus of MIT, Sloan School of Management, Subroto has over twenty years of global leadership experience delivering tangible business impact across roles in sales, marketing, operations and innovation programs in both B2B and consumer enterprises. At JFL, Subroto is responsible for driving innovation for multiple global brands including Domino's and Dunkin' Donuts across South Asia. The program leverages a combination of digital technologies, advanced analytics and Lean Six Sigma methodologies within a design thinking framework to transform consumer experience and drive operational performance. A recognized thought leader and speaker, Subroto's work has been featured in leading international publications including Forbes, The Economist and Harvard Business Publishing and recognized at global forums by NASSCOM and Singapore Human Capital Summit.

Sudipta Barua

Head Customer Engagement & Experiential

HCL Technologies Ltd.