The 12th Global Edition of the World CX Summit and Awards, an event by Trescon, drew to a close at JW Marriott Hotel, Bengaluru on 19th September 2024. The event saw participation from over 250 customer experience (CX) professionals and technology leaders who gathered to explore the latest trends and innovations in customer service and engagement.
At the summit, attendees explored a diverse range of sessions highlighting the most impactful technologies transforming customer experience. The discussions covered key topics such as the strategic implementation of generative AI, advancements in data analytics, and the evolving landscape of sentiment analysis. These sessions offered a comprehensive view of how these innovations are shaping and enhancing customer interactions.
The day featured an engaging panel discussion on transforming customer experience, led by Fasih Abbas M, Senior Director & Head of Customer Success, Cashfree Payments. The deliberations focused on the importance of human interaction in the digital experience. The panelists Lakshman Velayutham, CMO, Ujjivan Small Finance Bank; Gurpreet Jolly, Head – Customer Experience Operations & Service Delivery, Ajio.com (Reliance Retail); Shruthi Bopaiah, Executive Vice President & Head – Customer Obsession, Axis Bank; Pinkustar Borah, Director – Head of IT – Customer Experience, South Asia, Unilever; and Ramanathan Rv, Co-founder and CEO, Hyperface Technologies explored the impact of subscription-based models on consumer behavior and expectations.
Another noteworthy session focused on integrating marketing and technology to create customer-centric journeys. Led by Priya Chakravarthy, Vice President of Experience at BluSmart, the panel explored how AI/ML is providing predictive insights and automating marketing approaches to enhance customer experience. Panelists Kedar Ravangave, Head of Marketing at Kotak Mahindra Bank; Rahul Poddar, Country Head – MarTech at Narayana Health; Rakhi Rana, COO at Drools Pet Food; and Ambit Mishra, Head of Marketing Communication at UMPESL – A Tata Voltas Enterprise, discussed the role of Martech tools in understanding market dynamics, elevating search strategies, and boosting customer engagement.
During the session while talking about hyperpersonalisation, Rahul Poddar, Country Head – MarTech at Narayna Health noted, “We are entering an era of hyper-personalization where consumers expect more than just satisfaction from products; they seek brands that become part of their lifestyle. AI and MarTech tools enable us to deeply understand consumer behavior, preferences, and even ensure empathy in every interaction, particularly in sectors like healthcare. As we shift from traditional communication methods to platforms like WhatsApp, we must adapt our messaging to be concise and relevant, embracing these changes to better engage our customers.”
The Top 100 CX Leaders and Top 50 Marketing Leader awards ceremony honored the innovators and leaders who have made significant contributions to enhancing customer experience and setting new standards of excellence.
On the conclusion of the event, Mithun Shetty, Co-Founder, Trescon said, “The 12th Global Edition of the World CX Summit and Awards showcased how AI, hyper-personalization, and phygital solutions are transforming customer experience. We explored how innovation is driving seamless, customer-centric journeys and helping businesses meet the growing demand for personalized, tech-driven interactions.”
The World CX Summit and Awards wrapped up by inspiring attendees with forward-thinking strategies to elevate customer experience. The event highlighted the importance of aligning technology with a human-centered approach to meet evolving customer expectations. As businesses adapt to the rapidly changing landscape, the insights gained and connections forged at the summit will play a pivotal role in shaping more personalized and impactful customer journeys, reinforcing the value of CX as a key driver of long-term success and brand loyalty.
About Trescon
Trescon is a pioneering force in the global business events and services sector, driving the adoption of emerging technologies while promoting sustainability and inclusive leadership. 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 more information about Trescon, visit: www.tresconglobal.com
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Hosted at Jumeirah Emirates Towers on 10-11th October 2024, this milestone event will bring together over 2,000 blockchain pioneers, web3 innovators, visionaries, and investors to explore the future of decentralized technologies. With a legacy of fostering transformative dialogue, the summit has become a cornerstone for the blockchain community, driving conversations that shape the industry’s trajectory.Celebrating the theme of how blockchain-based solutions are reshaping global economies, the summit will highlight both regional and global advancements in web3 technology. Attendees will engage with thought leaders and industry experts to examine the transformative impact of blockchain across various sectors, including finance, supply chain management, and digital identity.Recognized globally as a business hub for groundbreaking technologies, Dubai stands out as a key player in the virtual assets sector. The city offers substantial advantages for Virtual Asset Service Providers (VASPs) and digital economy companies, including forward-looking regulations, a dynamic ecosystem, a proven track record in innovation, and access to a skilled global workforce. These attributes position Dubai as the ideal venue for the World Blockchain Summit, reinforcing its role as a catalyst for the next wave of digital transformation.The summit will feature a robust agenda, including high-profile keynote addresses, panel discussions, and interactive demonstrations. The key pillars of discussions at the summit include enterprise blockchain, tokenization of real-world assets, virtual assets & global laws, the DeFi frontier and more.Amongst the notable speakers at the event are:
Hasan Fardan Al Fardan, Chief Executive Officer of Al Fardan Exchange and a member of the festival’s advisory committee, highlighted the transformative impact of this partnership. He called the collaboration with the Dubai AI & Web3 Festival 2024 a pivotal opportunity to drive AI advancements in the financial sector. In his role on the advisory committee, Hasan Fardan Al Fardan is dedicated to championing the UAE’s ambition to become a global leader in digital finance. This partnership reflects Al Fardan Exchange’s commitment to shaping a future where AI enhances both financial services and customer experiences.AI has the potential to revolutionise customer interactions within the financial sector. Recent studies highlight that businesses adopting AI in customer service report a 
Heath, and a member of the festival’s advisory committee, emphasised the transformative potential of this partnership. He described the collaboration with the Dubai AI & Web3 Festival 2024 as a crucial step towards advancing AI-driven innovations in sustainable data storage and computation that can re-purpose existing property infrastructure. By combining Holon’s expertise in verifiably green data solutions with the festival’s influence, Heath aims to accelerate the adoption of environmentally friendly data management practices that is attractive for business. He expressed his dedication to supporting the UAE’s vision of becoming a global leader in sustainable technology and highlighted Holon’s commitment to creating a future where AI-powered solutions not only enhance business operations but also contribute to a greener planet.Data consumption is exploding, with the 
The move is part of phase one of the annual Dubai Universal Blueprint for Artificial Intelligence (DUB.AI), which was recently launched with the aim of accelerating AI adoption across all relevant sectors, thus creating the optimal nurturing ecosystem for AI businesses and talents to drive innovation in AI. Sheikh Hamdan said that Dubai continues to launch strategic plans with the aim of accelerating the adoption of AI and its applications in all sectors in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to establish Dubai as a global hub of the digital economy and the preferred destination for major AI businesses and top talent from around the world. “Our efforts continue to harness the huge potential of advanced technology. The Dubai AI Campus at DIFC is a key step towards achieving our goals of doubling economic growth and increasing AI’s contribution to Dubai and the UAE’s GDP. We are confident this campus will be a key addition to Dubai’s economy by hosting hundreds of businesses and offering thousands of jobs over the next few years, further cementing Dubai’s standing as a favourite destination for tech companies,” His Highness said. “We prioritise Dubai’s competitiveness and leading position as a hub for the digital economy in all projects and programmes we launch, in line with goals of the Dubai Economic Agenda (D33). Today we move steadily towards a new era of leadership and sustainable growth of Dubai’s economy, which is based on knowledge, innovation, and future tech applications. Dubai will always remain a beacon of economic prosperity, regionally and globally, and the preferred choice of innovative minds,” he added. Region’s top AI destinationAnnounced in 2023, the Dubai AI Campus is the largest dedicated cluster of AI and advanced tech in the MENA region. The launch contributes to boosting the objectives of Dubai Economic Agenda (D33), including generating an average AED 100 billion annually for Dubai’s economy through digital transformation. Furthermore, it marks another landmark initiative in realising the vision of His Highness Sheikh Mohammed bin Rashid to establish Dubai as a global hub of the digital economy and a key player on the global digital landscape. The new campus also aligns with Dubai’s vision to emerge as the chosen destination among tech businesses and will drive its contribution to innovation and tech integration across all sectors. It is estimated that AI will contribute $230 billion to the Middle East’s economy by 2030, while making up 14% of the UAE’s GDP by 2030. The inaugural ceremony was attended by His Excellency Omar bin Sultan Al Olama, Minister of State for Artificial Intelligence, Digital Economy and Remote Work Applications; His Excellency Issa Kazim, Governor of the Dubai International Financial Centre; and Arif Amiri, CEO of the DIFC Authority.The Dubai AI Campus cluster will be part of the DIFC Innovation Hub, which offers dedicated co-working spaces to tech startups, including AI businesses. Phase one of the campus is already complete with more than 75 businesses registered on a 10,000-square-foot campus. Phase two of the campus will extend over 100,000 square feet and is set to attract over 500 companies creating more than 3,000 jobs by 2028. A global hubHis Excellency Essa Kazim welcomed His Highness Sheikh Hamdan to the opening of the Dubai AI Campus, saying the cluster will accelerate the realisation of goals of the Dubai Economic Agenda while supporting future technology and digital economy strategies of the emirate. “The opening of Dubai AI Campus is part of the first phase of the annual Dubai Universal Blueprint for Artificial Intelligence (DUB.AI), acting as a key enabler that will bolster Dubai’s position as a global hub accelerating the adoption of advanced technology,” he said. Easy investor access“Through Dubai and DIFC’s innovative structure, startups have direct access to investors, investment funds, major corporations and traditional financial institutions. This ensures that high-potential businesses receive the necessary funding needed to achieve their goals,” HE Essa Kazim added. Catalyst for fintech ecosystemArif Amiri, CEO of the DIFC Authority, said: “Dubai AI Campus helps accelerate the objectives of DIFC’s 2030 Strategy, which aims to further empower our growing fintech and innovation ecosystem. “The cluster will also cement DIFC’s position as the largest incubator of the financial sector across the MEASA region as we look forward to collaborating with regional players to help them simplify and expand their business through AI,” he added.Tech partnershipsThe Dubai AI Campus facilitates multinational tech partnerships with leading tech companies such as Amazon Web Services, HP, Microsoft, Oracle and Nvidia, who will join the cluster as key partners, further highlighting its empowering nature and making it home to the first innovation lab offering AI solutions to the UAE’s small businesses, in collaboration with du. Additionally, the cluster will provide high computing capabilities, including DGX platforms, and state-of-the-art business accelerator programmes that advance implementation of AI applications in the private sector. Unique licencesThe Dubai AI Campus will be offering a unique AI licence specially designed to meet the requirements of the next generation of AI-dependent businesses. This licence utilises DIFC’s independent legal framework. Businesses within the cluster will also benefit from DIFC’s Digital Assets Law, the first of its kind globally, offering legal certainty to investors and users of digital assets.Future tech showcaseFurther testifying to its leadership and focus on leveraging technological advancements for the greater good, Dubai is set to host the premier Dubai AI and Web3 Festival, organised by Dubai AI Campus in collaboration with the Minister of State for Artificial Intelligence, Digital Economy & Remote Work Applications Office, and DIFC, on 11 and 12 September 2024 at Madinat Jumeirah. The event, highlighting Dubai’s unwavering commitment to promote future technology, is expected to attract over 5,000 visitors and participants, besides more than 500 investors and 100 exhibitors. Since its launch in 2021, DIFC’s Innovation Hub continues to grow and forge milestone partnerships while driving innovation and helping shape forward-looking plans. It is now home to over 1,000 startups. As part of the Dubai Metaverse Strategy, the Innovation Hub launched the Metaverse Accelerator Program, which enrolled more than 150 students in its first cohort. About the Dubai AI CampusThe largest dedicated cluster of AI companies in the region. The campus is built in line with Dubai’s vison of becoming the business destination of choice for all tech companies and will solidify its position as the torchbearer of innovationand technological integration across all sectors.The campus champions innovation in the region through its AI Transformation programme which is a sector agnostic programme open to all businesses that would like to develop internal AI capabilities. Companies looking to establish their business at the Dubai AI Campus can avail of a 90 per cent subsidised commercial license.The campus is built over 10,000sqft within the Innovation One premises at Dubai International Financial Centre (DIFC),the leading global financial centre in the Middle East, Africa and South Asia (MEASA) region. The campus aims attract over USD300mn in capital and create more than 3000 jobs by 2028.About TresconTrescon is a pioneering force in the global business events and services sector, driving the adoption of emerging technologies while promoting sustainability and inclusive leadership. 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 more information about Trescon, visit: 
