3rd Service Quality Excellence Summit 2018

Speakers

Abhinav Chandra

Head Service Quality

Cox and Kings Ltd.

Abhinav currently is the Head – Service Quality for Cox & Kings Limited. His responsibility include customer experience management, service delivery, customer insights and creating sustainable ecosystem by leveraging on people, processes and customer insights. He has over 16 years experience spanning across Travel, Telecom and KPO space. The areas of focus have been, service delivery operations, customer retention, customer segmentation and loyalty, business process reengineering, developing CRM strategies and driving service excellence. Abhinav has led numerous projects revolving around enhancing customer experience at touch points, improving internal and external C-SAT, channel relationship management, enhancing customer engagement, service vendors selection and driving service excellence to contract rationalisation and contract lifecycle management. At leisure he enjoys learning about different cultures and has an avid interest in Ghazals.

Ajay Nambiar

Head – Customer Care & Property Management

L&T Realty

Ajay Nambiar’s career of 26 years spans Hospitality, Telecom, Internet and Real Estate. He has worked with leading organisations 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 Organisation that include both branch operations and Centralised 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) maximisation, 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 Masters and Bachelors specialising in Hospitality Management.

Ankit Tandon

COO

OYO Townhouse

Ankit Tandon is the Chief Operating Officer of OYO Townhouse. OYO, India's largest hospitality company, launched its aspirational living category - OYO Townhouse 'the friendly neighbourhood hotel' in 2017. Ankit joined OYO as Head of Customer Service Operations. He holds nearly 10 years of experience across strategy, sales and marketing, lean operations, large-scale transformations, and capability building programs. At OYO, he has played an integral role in strengthening operational processes and heading customer experience initiatives. He has previously worked with ITC and McKinsey. Ankit is also the part of Paul Writer's CX100 list of top 100 Customer Experience Professionals in India. Ankit has completed his B Tech in Mechanical Engineering and M Tech with specialization in Manufacturing from IIT Madras. He also has an MBA from Indian School of Business.

Anil Makhija

Head of Service Delivery, Operations and new Technology Deployment

Big Tree Entertainment - BookMyShow.com

Anil Makhija is the Head of Service Delivery, Operations and new Technology Deployment at Big Tree Entertainment’s BookMyShow which is India’s largest online entertainment ticketing platform, selling tickets for movies, live events, sports, concerts and plays. Anil comes with an experience of over three decades across various roles in reputed technology firms before moving to BookMyShow to lead the operations and service delivery verticals, while also overseeing deployment of new on-ground technologies at BookMyShow. He started his career with Bentex Sales Corporation in 1978 and spent more than a decade here. In 1990, he stepped into the role of Associate Director at Swan Nest Business Technologies Pvt. Ltd. Thereafter, he went on to hold the position of Vice President at C&S Business Technologies Pvt. Ltd. between 2001 – 2013. His last assignment was with SKIDATA (India).

Anindya Sundar Das

Head - Community Operations

Uber India

Anindya leads Community Operations for Uber in India & South Asia. Prior to Uber he has led a Healthcare startup and Orient Fans, the largest fan manufacturer of India, as Business Head. He started his post-MBA career with McKinsey & company where he worked for 8 years spanning various industries, functions and geographies. He left the Firm as AP co-leading the Automotive Practice. He has been a silver medalist in IIM Calcutta and a gold medalist in Engineering from Jadavpur University. He is married and loves traveling, writing and singing in his spare time.

Anish Ahuja

Head Customer Service

Whirlpool of India Ltd.

Gokul Gopalakrishnan

VP and GM Asia

Servion Global Solutions Limited

Gokul is the Vice President and GM for the Asia region at Servion. He joined Servion as a Technical Specialist back in 2006. His dedication to every clients’ success and passion for customer experience technology saw him take up business leadership roles across Americas and Asia Pacific. Gokul brings in over 17 years of experience in the Customer Experience Management space. Prior to being named the Business head for Asia, Gokul held multiple leadership positions in Servion including, Vice President of Sales, and Practice Head for Cisco Solutions. Gokul began his career as a software engineer with Edge Access and later joined Cisco’s offshore development center at HCL Technologies to lead engineering in VoIP. He also held Product Management roles at Nexge Technologies. Gokul holds a Bachelor’s degree in Electrical, Electronic and Communications Engineering from the Madras University, India and a Master’s Degree in Electrical Engineering from the University of South Florida.

Hitesh Sindhwani

Country Head - Customer Experience, Services & Delivery

Bajaj Allianz General Insurance Co. Ltd.

Hitesh is currently the  National head of customer experience, services and delivery at Bajaj Allianz General Insurance Co. Ltd. In his previous roles he was  Senior Vice President and Head Customer Service with Kotak Securities. Hitesh has done his post graduate course in International business management from Melbourne Business School and Certificate course from IIM Ahmedabad. His specialties include Customer Experience Management, Relationship management, Process Re-Engineering, Solutioning, Transitions/Migration, Service Delivery Operations, People and Program Management, Process Excellence, Service Delivery Management, Procurement, vendor selection and outsourcing execution

Jacqueline Mundkur

Group Head - Customer Service

The Future Group

Jacqueline Mundkur is a Customer Services Specialist with over  2 decades  of experience spanning  Telecom , Logistics , FMCG , Consumer Durables and now in Retail where she heads the Customer Services function across The Future Group Companies . She has had significantly successful Stints in Marketing , Logistics ,Sales  ( Enterprise & Retail  ) besides the Customer Service functions were she has been instrumental in  fashioning customer centric strategies that deliver superior service vital for companies to  stay ahead of the curve. Jacqueline has played an evangelical role in introducing NPS as a measure of customer engagement. She takes pride that her early work focusing on Intuitive and Proactive Service now has seen wide application in today’s ever evolving Digital world and is an enabler of smoother customer journeys that moved away from the traditional. She has been instrumental in conceptualisation and successfullly leading several cross functional strategic and operational projects. She initiated  the Best Practise sharing Plaform and  only  has she been invited to workshops and speaking assignents at reputed corporates  across industries like Kotak , ICICI Bank , Apollo Tyres etc  but she has also shared space with cross sectional senior leaders to engage with her teams to lend fullness of expericence  . Jacqueline has also been invited by Universities in Mumbai and in the UAE  including NMIMS , UOW , University of Dubai , Wellingkar to speak or participate on varied topics.

Jaydeep Mistry

Head AW Customer Experience

Google India Pvt Ltd

Karthik Sathuragiri

Senior Director and Head, Global Marketing

Freshworks Inc.

Karthik Sathuragiri leads the global marketing organization at Freshworks (formerly Freshdesk), recognized as India’s best startup by Economic Times and Business Standard. In his current role, Karthik leads a variety of global marketing disciplines at Freshworks including product marketing, branding, sales development, industry marketing, field enablement, market intelligence and thought leadership. Before Freshworks, Karthik was the Director of Marketing and Inside Sales with Akamai. During his stint with Akamai spanning over 9 years, he built multiple functions from scratch including Sales Development, Inside Sales, Industry Campaigns, Field Marketing and Market Intelligence. Prior to Akamai, Karthik was leading product and field marketing teams at IBM and SAP. Karthik also serves on the advisory board of the global CMO Council, which represents some of the best marketing minds across industries globally. He has also been the winner of multiple global marketing awards including the “Most Influential Marketing Leader Award” and "Top Brand Custodian in Asia" from CMO Asia and “Best Marketing Campaign of the Year” and "Top Content Marketer" from Paul Writer. Karthik received his post-graduation in management from the prestigious Anderson School of Management, University of California, Los Angeles. In his past time, Karthik enjoys hip-hop music, tennis, and works with multiple NGOs to promote child education and digital literacy.

Madhav M Malhotra

Senior Vice President & Head Customer Services –Jio- Assisted Care and FTTh Customer Services

Reliance Jio Infocomm Limited

Madhav is a customer experience champion with successful stints across multiple large telecom companies and across multiple geographical markets.Currently, Madhav heads the Assisted Care for Reliance Jio as well as the End to End Customer Experience for the Fiber to home. An adept problem solver with a reputation of excelling in challenging initiatives & situations - P&L turnaround of zonal business, roll out of transformational acquisition process, turnaround of CS operations. A leader with intrapreneurial instinct and track record of successfully creating business value through innovation – in his previous role Madhav launched a new age digital channel My Vodafone (My VF) App for Vodafone India and established business operations from scratch at Escotel

Manish Dureja

Managing Director

JetPrivilege

Manish Dureja is the Managing Director of Jet Privilege, based in Mumbai. He has been at the helm of Jet Privilege, since its inception and has overseen the stupendous growth of the company, which, over two and half years, has established itself as India’s leading loyalty and rewards management company. Manish is an active member of many professional societies and is a thought leader on marketing, loyalty programme design & development, strategic planning, airline revenue management and CRM. He has extensive practical, hands-on experience working in the USA, Canada and India.  

Manoj Saraswat

Chief Marketing Officer

Datawise Group

Manoj is an Executive Leader and Data & Analytics champion with successful stints across multiple large management consulting companies and across multiple geographical markets such as US/UK and Asia. He heads the Sales for expansion and growth of company. He is responsible for deploying branding efforts both internally and externally along with Marketing efforts to introduce and communicate our solution in relevant markets. He is also helping the company to establish thought leadership in the Data Analytics/Digital & AI Solutions/ Management space. Prior to joining Datawise, he played vital role in building Digital & Analytics Strategies for companies like Ciber, Wipro, Infosys, IBM, Capgemini, HCL etc. He holds a bachelor’s in Mathematics and a PGDCA in computer application. His vast experience brings excellence in Client engagement, Strategy, Service Centers, pre-sales, and ensuring organizations are future ready to realize the potential of data via insights. He has established and grew the Data & Analytics practice with responsibilities of Revenue, profitable growth, new customers, initiatives and delivering large programs. Advocating the use of Data & Analytics solutions to clients enabling them to gain competitive advantage and increase their speed and accuracy of decision making. His extensive experience across enterprise global solutions for clients in multiple domains including Retail, Manufacturing, Banking, Travel & Hospitality and Hi-tech.

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.

Priyanka Bhargav

Associate Director & Head - Consumer Research & Insights /Corporate Communications

Myntra Designs Pvt Ltd

Priyanka brings with her over 13 years of diverse experience of insighting, planning, analytics and operations across telecom, e-commerce, airline, manufacturing and retail. She is passionate about innovating using consumer insights. At Nielsen, Tata, Jet Airways, IMRB and Myntra she has led many business projects and contributed to the organisations at large. She has generated insights and implications from data using NPS, Segmentation, Brand Track, Customer Satisfaction tracking, qualitative techniques, U&A, online sentiment tracking etc. At Myntra, she manages Corporate Communications and PR along with Research & Insights. Ran successful insights driven campaigns like “House of International brand”, “Try Myntra, you’ll love it” and “Myntra EORS” etc. She believes in leveraging technology/social media to make insighting more exciting, faster and richer. She is transforming/institutionalising Research and Insights function - internal and external to Myntra ecosystem. For her contribution to Research and Insights in Myntra and IMRB, she has been conferred with “LEADERSHIP AWARD FOR CONTRIBUTION TO MARKET RESEARCH IN INDIA” at the MARKET RESEARCH AWARDS by World Marketing Congress. The World Marketing Congress is strategically partnered by CMO Asia (www.cmoasia.org) and World Sustainability Congress (www.worldsustainabilitycongress.org). She has published and presented paper at ESOMAR Amsterdam, 2017. She is trained kathak dancer, with keen interest in history, civilizations and culture, loves to read and teach.

Rahul Malik

Country Manager – Customer Support (PS) and Customer Experience Excellence

HP India Sales Pvt Ltd

Rahul is the Country Manager for Customer Support for Personal Systems and Customer Experience Excellence. He leads the customer support organization for personal systems and is responsible for constantly improving the customer experience across all customer touchpoints while keeping costs under check, to ensure competitiveness in the market place. He has a philosophy of putting customers first and has lead organization wide programs for creating a customer centric culture. Rahul has been with HP for 14+ years and have lead strategic leadership roles at Country and Asia pacific levels. In his diverse industry experience of more than two decades, he had driven very high impact programs and projects on Service Delivery, Customer Experience, Operations and Quality landscapes. In his little free time, he enjoys listening to music and reading.

Rahul Vasu

Head Loyalty & Customer Experience

HyperCITY Retail (India) Ltd.

Rahul heads Loyalty & Customer Experience for Hypercity Retail India Ltd, a loyalty programme which contributes to 65% of the overall sales of the organization. A customer champion with 19 years of experience in listening to customers with organizations like the Leela Hotels, Sodexo, PAYBACK & Flipkart. Rahul strongly believes that listening to the customer, being agile and ensuring a continuous future ready customer experience is the only tool which will transform your business from good to great. Passionate about building sustainable business, he strongly believes in creating value in customers’ minds and engaging with customers at multiple platforms. Rahul is currently working on creating India’s first truly Omni Channel retail experience for his customers at Hypercity. When he is away from his desk Rahul loves to read history, play his guitar and chase reptiles

Raman M K

Chief Business Evangelist

Exotel Techcom Pvt Ltd

Raman M K is Exotel’s Chief Business Evangelist. Having worked with Exotel for over 2.5 years, Raman’s area of expertise lies in understanding customers and their pain points. He has worked with various customer facing teams in the past and currently focuses on evangelizing the Indian & Southeast Asian markets for Exotel. His work involves market research, strategy, and final outreach. Raman has also worked on integral third party integrations and automation of various processes within the outbound marketing team, amongst other things

Ramanan Subramani

Chief Sales and Marketing Officer

Spoors Technology Solutions India Pvt. Ltd.

Ramanan Subramani is the Chief Sales and Marketing Officer, and the chief spokesperson for the company. He is a polymath and comes with 16-plus years of experience in both technology and marketing/ communications. He manages the sales vertical for expansion and growth of company. He is responsible for deploying branding efforts both internally and externally along with Marketing efforts to introduce and communicate our solution in relevant markets. He is also helping the company to establish thought leadership in the Field Force Solutions/Management space. Prior to joining Spoors Technology Solutions, he played vital role in building Digital Strategies for companies like Castrol, Allen Solly, Titan, IBM, Vodafone, SAB miller etc. during his time at Ogilvy & Mather, as the VP of Digital. He had also played his role as Director of Technology at Sapient Nitro and AVP at Lowe Lintas. He holds a bachelor’s in physics and a master’s in computer application. He also has a postgraduate diploma in Intellectual Property Rights, and holds a certificate on Design Thinking and Innovations (Distinction) from MIT Sloan.

Ratan Kesh

Senior President and Country Head Service Delivery and Chief Customer Experience Officer

Yes Bank

Ratan Kesh is currently the Senior President and Country Head – Branch Service Delivery, Contact Centre and Chief Customer Experience Officer at Yes Bank Limited , the 5th Largest Private Sector Bank in India. As the Country Head, his role is to define strategies for best in class service delivery to customers across all the delivery channels spanning 900 plus Branches, 4000+ ATMs, Contact Centres, Digital Channels. He is also responsible to devise and execute customer experience strategies for Yes Bank Ltd and thereby gain customer loyalty and larger wallet share. He drives the initiatives around Process Re-engineering and Cost Efficiency. Ratan has 23 years of experience in areas of Customer Service, Service Quality, Shared Services, Product Management, Lean-Sigma, Malcom Balridge, Balanced Scorecard and CRM. Ratan has been awarded among the Top 50 Most Talented Quality Professional of India. He is a Mechanical Engineer and MBA and an Advanced Quality Engineer from Quality Council of Indiana, USA. He is a Certified Quality Manager from JUSE, Japan.

Saurabh Singh

Senior General Manager and Head - Customer Service

ICICI Bank Pvt Ltd

Saurabh Singh is currently the Chief Customer Representative and a part of the senior leadership at ICICI Bank. He is also President of ICICI Foundation for Inclusive Growth. Mr. Singh heads the ICICI Bank Phone Banking-the largest captive contact center in Asia, the ATM business, Service Quality and Innovation and the Infrastructure & Services Management group. Senior Executive with verifiable success with customers and employees in achieving revenue, profit and growth objectives. Extensive experience with customers in different segments and different markets.   Indepth knowledge of HR processes and development practices. Currently lead teams comprised of more than 4000 employees. A passionate leader with excellent communication, interpersonal skills and a long track record of successful management practices. Inspiring and motivational manager with ability to visualize future and deliver growth through employees and external partners. Popular with colleagues for collaboration and problem solving

Shankar Jadhav

Head - Strategy

BSE Ltd.

Shankar Jadhav is Chief Strategy Officer at the Bombay Stock Exchange (BSE), Asia’s oldest stock exchange and the world’s largest with more than 5700 entities listed. It is also the world’s fastest exchange with a response time of 6 microseconds. Besides Strategy, he also leads the Legal Commercial, Marketing Corporate Communications Corporate Social Responsibility (CSR) & infrastructure efforts such as Data Centers at BSE. Shankar Jadhav has been and is also a Director on Boards of Bank of India Shareholding Ltd., BSE Investments Ltd, BFSI Sector Skill Council, Marketplace Technologies, Marketplace Tech Infra Services and BSE CSR Integrated Foundation. He is also a member of committees & working groups at the World Federation of Exchanges (WFE), FICCI, India International Exchange of BSE, BSE International Clearing Corp, IMC, etc. and been on the advisory panels such as Interpol World, CEO GBCI and is also on the top 100 CXO list. In his stint with India’s largest industrial group, he was involved in strategy formulation, execution & business development of India’s largest telecom project that brought about the Telecom Revolution in India and was instrumental in helping set up the pan-India network. Other past stints include MNCs & blue-chip organizations like Siemens, RPG group, Wadia group, Great Eastern Shipping and Goldshield Pharma Plc and CEO of FMCG & agro-based co. Shankar has over two decades of senior management experience in MNCs and leading Corporates in Infrastructure like Telecom/Energy/IT, Consumer Goods & Financial services. He also served in capacities as CEO/Advisor/Mentor as well as Board member. He has been a visiting faculty across India teaching Marketing & Sales, Strategy & Finance and has trained over 2000 students including senior executives and Board Directors over the past two decades. He has also been a keynote speaker and panelist at various conferences and seminars on various subjects such as Leadership, Cybersecurity, Identity Theft, Forensics, Law, Fintech, etc. Shankar is a B. Tech (Elec Engg) from IIT Bombay and MBA (Finance & Marketing) from IIM Ahmedabad. He is a Lead Assessor certified by BSIQA - UK and a Chartered Engineer. Twitter id – @shankarjadhav01

Varun Rajwade

Head Loyalty & Analytics

Pantaloons Fashion & Retail Limited

Varun has 10+ years of experience across analytics, loyalty and technology. He currently heads Pantaloons Greencard loyalty program. In his past, he has designed and implemented award winning data driven marketing programs with Aimia.

Vimal Abraham

Global Head of Marketing

Servion Global Solutions Limited

Vimal Abraham is a Marketing Evangelist. He helps organizations in offering compelling experiences to clients, partners, employees and other stakeholders – whether it was evangelizing big data and analytics at IBM, or currently building brand Servion as its Global Marketing Head. Vimal was recently listed as ‘One of India’s Top 100 Customer Experience Management Professionals’. He is also a member of the prestigious Forbes Communication Council and a Governing Council Member at the Nasscom Marketing Forum. Outside of his professional career, Vimal is a long-distance runner, an endurance cyclist, a fitness junkie, a world traveler, a photography enthusiast, and an active blogger.