World CX Summit Archives

The 7th edition of World CX Summit shed light on the need to accelerate the adoption of CX in India

India played host to one of the most content-rich conference on Customer Experience that took place at Taj Lands End in Mumbai on 27 April 2022. Hosted by Trescon, World CX Summit convened over 200 participants that included major stakeholders of India’s CX ecosystem, including top CX solution providers. The Summit featured leading CX organizations such as Ozonetel Communications, Gupshup, Tata Communications, Infobip and other leading solution providers to discuss India’s CX prospects, and the ever changing CX landscape.

The summit included a glittering awards ceremony for honoring the ‘Top 100 CX leaders’ in India with ‘World CX Awards’. The event also held exciting contests and received overwhelming response from participants. 10 lucky winners were announced.

The event focused on topics such as Digital Transformation with Customer-First Thinking; Customer Data: Designing for Transparency & Trust; CX Strategies for a Touchless World; Adopting Digital Omnichannel; Future of Chatbots & Virtual Assistants; Rise of the Flexible Workforce; Role of Cybersecurity in Building Customer Trust and much more.

The event witnessed a panel discussion on ‘Harmonizing Humans and Automation to Improve CX’. The speakers on the panel included Dharmender Narang, SVP- Chief CXO, IIFL Securities; Hari Shankar Mishra, SVP – CX, Future Generali India Insurance Company Limited; Nitin Jain, Head of CX (CS&L and Sales) for India & Middle East and Africa, Mondelēz International and the panel was moderated by Sujay Kalaria, VP – Digital Strategy, Transformation & Digital Business Build, Bajaj Auto Limited.

Chaitanya Chokkareddy, CIO at Ozonetel Communications Pvt. Ltd, spoke at length on topic, ‘Innovations driving the contact center of the future’. In his tech talk he shared insights on topics like the role of AI contact centers in unifying interactions and much more. He was found quoting, “It is important to remember that it’s the people that come first, technology will be there to help people deliver customer experience. But it should not be that technology drives people.”

Ninad Takpere, VP – Sales at Gupshup shared his insights as to how CX can be future-proofed with Conversational Engagement. He was quoted saying, “Messaging apps are where the customers are and brands are required to be on these apps to make sure that they are providing the right kind of experience across brands within all the possible journeys which are required to be met.”

Nishant Shrivastava, Global Head – Centre of Excellence for Unified Communications and Collaborations at Tata Communications Ltd, shared insights from his tech talk session on “Elevating CX through Technology”. He mentioned that, “Cloud contact center is being adopted in India while traditionally India has been a regulated market wherein we see a lot of on-prem deployment of contact centers, but slowly that is changing thanks to the pandemic, people don’t want any dependency.”

Pooja Makhija, Executive Director & Co-Founder at Phonon Communications Pvt Ltd. Spoke at length on topic “Get Set Go with Digital Contact Center”, She was quoted saying, “Curate a solution tied with technology in context with what the customer wants and not how we would want it or not how it would look fancy to us.”

UserTesting conducted an executive roundtable discussion which was Co-Moderated by Mayank Sharma, Regional Director – Emerging Markets; UserTesting and by KV Dipu, Senior President – Head Operations and Customer Service, Bajaj Allianz General Insurance Company, on “Who owns CX? Translating CX maturity into execution,” where the core discussions were on topics like How are organisations measuring CX maturity?

– What are the gaps between perceived maturity and CX strategies?
– What are the benefits and pitfalls of an “everyone owns CX” mindset?

“CX & CEM has been one of the top business differentiators; especially after the global pandemic. We are happy to have hosted all these experts at our platform and look forward to having them again at our future initiatives. I would also like to congratulate all the top 100 CX leaders in India who won World CX Awards,” stated Mithun Shetty, CEO, Trescon.

World CX Summit – India is officially sponsored by Lead Partner – Ozonetel Communications; Platinum Partners – Gupshup, TATA Communications, Infobip; Gold Partners – UserTesting; Freshworks; Silver Partner – Phonon Communications; Premier Bronze Partner – Avaya; Bronze Partner – Haptik, NeoSOFT Tech, Yellow.ai.

About Trescon

Trescon is a global business events and consulting firm that provides a wide range of business services to a diversified client base that includes corporations, governments and individuals. Trescon is specialised in producing highly focused B2B events that connect businesses with opportunities through conferences, road shows, expos, demand generation, investor connect and consulting services.

About World CX Summit

The summit will also host a combination of insightful sessions, keynotes, case studies and panel discussions sure to deliver actionable insights that attendees can apply to their Customer Experience strategies.

For further details about the announcement, please contact:
Monith Shetty
Media, PR & Corporate Communications
+91 81059 75937
media@tresconglobal.com

Top CX Visionaries to Gather at World CX Summit and Rebuild India’s Technological Ecosystem with CX

As companies are emerging stronger from the Covid-19 pandemic, the need is to adapt to the changes in their business functions caused by a once-in-a-lifetime crisis. The way a company interacts with its clients has undergone substantial transformation leading them to seek innovations that can adapt to the current scenario.

World CX Summit is an In-Person event taking place at Taj Lands End in Mumbai on 27 April 2022. The summit is hosting top Indian CX leaders and global experts, to explore the latest trends and address the most pressing challenges in the current CX ecosystem.

Alongside World CX Summit, Trescon is introducing ‘World CX Awards’, in a bid to honour top-notch CX professionals across industry sectors in the country, who have revolutionized the CX landscape.

“When you serve stated needs of customers, you meet expectations. When you go beyond and serve unstated needs, you exceed expectations,” states KV Dipu, Senior President – Head Operations & Customer Service at Bajaj Allianz General Insurance, and one of the speaker at World CX Summit.

Dharmender Narang, SVP – Chief CX Officer, at IIFL Securities stated, “Today, companies can regularly, and seamlessly collect customer interaction data from across financial, and operations systems, yielding deep insights about their customers. Those with an eye toward the future are boosting their data and analytics capabilities and harnessing predictive insights to connect more closely with their customers, anticipate behaviors, and identify CX issues and opportunities making CX as service differentiator in the industry. These companies can better understand their interactions with customers, even pre-empt problems in customer journeys and help company to improve customer loyalty & long relationship thus improving revenue per customer.”

World CX Summit will provide a wide spectrum of expert speakers and panelists such as:
– Rekha Nair, Chief Customer Experience & Quality Officer, Adani Airport Holdings Ltd.
– Neeraj Lal, Chief Operating Officer, Apollo Hospitals
– Dharmender Narang, Senior VP, Chief Customer Experience Officer, IIFL Securities
– Dharmarajan K, Chief Business Officer, Tata CLiQ
– Chaitanya Chokkareddy, CIO, Ozonetel Communications Pvt Ltd
– Nishant Shrivastava, Global Head – Centre of Excellence for Unified Communications and Collaborations, TATA Communications
– Shradha Thapa, Regional Head – Govt & OTT Partnership, Infobip
– Prakash Bharath, Director and Regional Head, Freshworks
– KV Dipu, Senior President – Head Operations & Customer Service, Bajaj Allianz General Insurance
– Ramakrishna M, Director – Contact Centre, CX and Outsource Operations, CoinSwitch Kuber
– Indranil Nath, EVP – Operations, Shiprocket
– Nitin Jain, Head of CX (CS&L and Sales) for India & Middle East and Africa, Mondelēz International
– Kumud Upadhyay, SVP – Customer Service, Motilal Oswal Financial Services
– Hari Shankar Mishra, SVP – CX, Future Generali India Insurance Company Limited
– Gaurav Sadana, VP & Head- CX & Central Retention, Bajaj Allianz Life Insurance Company
– Suraj Shetty, Head Of CX, Learning & Development, Kissht
– Zeenat Mongal, DVP CX, ICICI Lombard
– Aalok R Pradhan, Director – Customer Success, CoinDCX

The event will focus on topics such as: Digital Transformation with Customer-First Thinking; Customer Data: Designing for Transparency & Trust; CX Strategies for a Touchless World; Adopting Digital Omnichannel; Future of Chatbots & Virtual Assistants; Rise of the Flexible Workforce; Role of Cybersecurity in Building Customer Trust and much more.

“While digital transformation has become a necessity, business leaders must now face a new set of challenges. As businesses plan for long-term sustained growth, the top priorities are speed, agility, customer experience, and culture shift,” stated Mithun Shetty – CEO, Trescon.

World CX Summit – India is officially sponsored by Lead Partner – Ozonetel Communications; Platinum Partners – Gupshup, TATA Communications, Infobip; Silver Sponsor – Phonon Communications; Gold Partners – UserTesting; Freshworks; Bronze Partner – Haptik, NeoSOFT Tech, Yellow.ai.

About Trescon

About World CX Summit

World CX Summit is a thought-leadership-driven, business-focused, global series of events that takes place in strategic locations across the world. As a part of the global series, the Indian edition will be gathering pre-qualified CX leaders “all under one roof” to discuss how the latest CX technologies and customer insights can be combined to transform CX with a new approach
The summit will also host a combination of insightful sessions, keynotes, case studies and panel discussions sure to deliver actionable insights that attendees can apply to their Customer Experience strategies.

For further details about the announcement, please contact:
Monith Shetty
Media, PR & Corporate Communications
+91 81059 75937
media@tresconglobal.com

Top CX Leaders to Explore the Potential of CX, and Enlighten Businesses in the ASEAN Market

The ASEAN edition of the World CX Summit is set to take place virtually to explore the future of CX through re-engineering and re-inventing innovative strategies, tech trends, and possibilities in CX. The Summit will focus on the importance of digital transformation and how it can be applied across all aspects of a business to transform the way customers engage. The event will be bringing together the leaders that shape how businesses approach customer experience and emerging technologies.

Taking place on 24 March 2022, the event will virtually gather CX stakeholders from across the region. #TresconCX will feature keynotes from thought-leaders, industry experts, private networking sessions, secure audio-visual meetings, private meetings and more from thought leaders in ASEAN.

ASEAN countries, over the years, have seen economic growth which is driven by innovation, where CX is the new battleground. It is one area that is often overlooked in the race to develop new products that can make a difference in customer satisfaction, loyalty, and repeat purchases and customer retention. Reports suggest that customer experience is one among the list of top priority for ASEAN enterprises in a post-pandemic world.

These businesses of today are aiming nothing less than to provide a better CX to increase customer satisfaction and lifetime value of their brand; improve customer engagement, satisfaction, and retention; improve conversion rates; improve marketing return on investment or ROI, and the most important of all – improve brand loyalty, advocacy, and reputation.

To address these concerns, World CX Summit will feature prominent experts such as:
– Raymond Tan, Director of Customer Responsiveness Department Ministry of Manpower, Singapore
– Nate Brown, Chief Experience Officer, Officium Labs, US
– Janelle Estes, Chief Insights Officer, UserTesting, US
– Michelle Huff, Chief Marketing Officer, UserTesting, US
– Evan Tanuhardja, Head of Presales APAC, LivePerson, Sydney, Australia
– Alicia Calin, Customer Workflows Solution Lead, Asia, Servicenow
– Veda Menon, Head of Sales, ASEAN, Uniphore
– Shivakumar Ganesan, Co-founder, and CEO, Exotel, India
– Ashlyn Rodrigues, Head of Customer Success, Global Clients APAC, LinkedIn Singapore
– Avis Easteal, Head of Consumer, LUXASIA, Singapore
– Lau Yin May, Group Chief Marketing and Customer Experience Officer, Malaysia Airlines Berhad, Malaysia
– Sonali Verma, Head, Customer Experience and Innovation, Regional Bancassurance, Manulife Asia, Singapore
– Mary Drumond, Chief Marketing Officer, Worthix, US
– Chatrudee Ngamvalairatt, EVP, Customer Experience Management, Bank of Ayudhya – Krungsri, Thailand and
– Sarah Mathews, Global Head of Destination Marketing, TripAdvisor APAC, Hong Kong
– Harish Agarwala, Head of Customer Experience Strategy for SEA, India and HK, Qualtrics to name a few.

World CX Summit – ASEAN will cover current topics including accelerating digital transformation, changing customer behaviors, art and science of leveraging data, automating contact centers, building a future-ready organization using cloud, digital experience platforms, navigating changing customer expectations and much more.

“We are at the threshold of implementing a new digital customer experience that transforms customer service delivery, as organizations are increasingly becoming data-driven and analytics-led organizations that understand how to leverage future-tech to deliver a world-class customer experience,” said Mithun Shetty, CEO of Trescon.

The event is Powered by – UserTesting; Platinum Sponsors – LIVEPERSON; Gold Sponsors – ServiceNow, Uniphore, & Exotel; Silver Sponsor – Qualtrics & Bronze Sponsor – Outsystems.
The summit will be hosted on the virtual events platform Vmeets to help participants network and conduct business in an interactive and immersive virtual environment. Participants can also engage with speakers in Q&A sessions and network with solution providers in virtual exhibition booths, private consultation rooms and private networking rooms.

For more information visit: https://tresconglobal.com/conferences/cx/asean/

About World CX Summit

World CX Summit ASEAN aims to bring CX Leaders and Marketers “all under one roof” together to discuss how the latest technologies and customer insights can be combined to change CX as we know it. The summit will host a combination of insightful sessions, case studies, panel discussions, and workshops sure to deliver actionable insights that attendees can apply to their Customer Experience strategies.

About Trescon

For further details about the announcement, please contact:
JagritiJaiswal
CorporateCommunications
media@tresconglobal.com

Virtual Gathering of Global CX visionaries to Explore ASEAN’s Untapped Opportunities in FSI

Banks in the ASEAN region were extremely successful not only in adapting rapidly to the evolving banking environment but being innovative in terms of new customers being incorporated. Customer experience is now one of the major differentiators in all industries.

On 21st October 2021, the 5th edition of World CX Summit — FSI will bring together key players and experts to help ASEAN countries to digitize at speed and scale.

The summit will host a combination of keynotes, insightful sessions and panel discussions sure to deliver actionable insights that attendees can apply to their Customer Experience strategies
The event will focus on topics such as: how can financial service be future-ready with CX-led Digital Transformation; how banks are sparking disruption and fostering CX – rethinking CX in post-pandemic era and strategy to improve CX; how digital & wearable innovation is redefining insurtech; how AI Will Shift Customer Experience to the Next Level; which emerging technologies like AI, Blockchain, IoT, AR, VR etc. will deliver on the new capabilities for next-generation CX; and much more.

The summit will also feature a groundbreaking collaboration of experts such as:
– Anthony Rogalski, Solutions Consultant, UserTesting
– Landon Barnes, Principal Solutions Consultant, UserTesting
– Gavin Neil Olsen, Regional Manager, FSI, Sitecore
– Mike Plimsoll, Snr. Director, Industry Strategy & Marketing, Sitecore
– Allan Tumbaga, Senior Vice President and Chief Customer Marketing Officer, Pru Life UK
– Sourabh Chitrachar, Regional VP- IT Strategy & Transformation, Liberty Mutual Insuarance
– Rachel Chen, Chief Digital Officer, Aviva Singlife
– Mohd Afdhal Bin Mohd Nayan, Chief Transformation Officer & Bank Of Ayudhya – Krungsri
– Chatrudee Ngamvalairatt, EVP, Customer Experience Management
– Tomasz Kurczyk, Chief Digital and Transformation Officer, AXA Insurance
– Dan Ramirez, Head of Business Excellence (AVP), Insular Life Assurance Co., Ltd.
– Mujtanibul Ahmed Sakib, Division Customer Experience Director, Wing Bank
– Jennifer Villalobos, Chief Digital and Technology Officer, Prudential Life Assurance Public Company Ltd

“When we elevate UX & UI to a whole new level of excellence, then climax is perfected,” states Steven Wong Weng Leong, Chief Digital & Global Banking Strategist at China Construction Bank. “Customers today are far more aware than ever and it’s highly unlikely that they will hold brands for things they cannot control, but the brand needs to make customers understand expectations. One has to focus on what the pain points are and try to bring a correction there,” said Mithun Shetty, CEO of Trescon.

The summit will be hosted on the virtual events platform Vmeets to help participants network and conduct business in an interactive and immersive virtual environment. Participants can also engage with the speakers during Q&A sessions and network with solution providers/sponsors at their virtual exhibition booths, private consultation rooms and meeting tables.
World CX Summit – FSI is officially sponsored by Lead Sponsor – UserTesting; Platinum Sponsor – Sitecore; Gold Sponsor – OutSystems, Servicenow, Creatio; Silver Sponsors – Freshworks, Teleperformance.

About World CX Summit

World CX Summit is a thought-leadership-driven, business-focused, global series of events that takes place in strategic locations across the world.
The summit will also host a combination of insightful sessions, keynotes, case studies and panel discussions sure to deliver actionable insights that attendees can apply to their Customer Experience strategies.

About Trescon

Trescon is a global business events and consulting firm that provides wide range of business services to a diversified client base that includes corporations, governments and individuals. Trescon is specialised in producing highly focused B2B events that connect businesses with opportunities through conferences, road shows, expos, demand generation, investor connect and consulting services.

For further details about the announcement, please contact:
Media, PR & Corporate Communications
+91 81059 75937
media@tresconglobal.com

Third Global Edition of World CX Summit Hosted by Trescon Brought Unending Possibilities of CEM to the Forefront

As a part of the world tour, Asia edition of World CX Summit gathered pre-qualified CX leaders, Marketers & tech experts virtually on 11 March 2021; to discuss how the latest technologies and customer insights can be combined to change CX as we know it.

The third global edition of WCXS-Asia featured keynotes, panel discussions, tech talks, private consultation rooms, private networking rooms, and more on Vmeets – a virtual events platform. CX leaders and enthusiasts had engaging sessions with speakers in Q&A sessions and emphasized the changing dynamics of customer experience across the globe.

“Virtual events are an excellent opportunity for everyone in the industry to come together during these difficult times. Affordable and intelligent CX solutions & strategies are the need of the hour,” says Mithun Shetty, CEO of Trescon.

The summit presented an impressive line-up of speakers including Nate Brown – Chief Experience Officer/Co-Founder of CX Accelerator Officium Labs; Michelle Huff – CMO, UserTesting; Matt Coulson – Regional VP, Value Consulting OutSystems; Dan Gingiss – Chief Experience Officer, The Experience Maker; Richard Jones – VP & GM APAC, Dataiku; Biren Balakrishnan – Sales Engineering Manager, Sitecore; Ganesh Raj – Director, Strategic Alliances, Freshworks APAC; Christophe Bacon – Founding and Managing Partner, OmniStrada; Riaz Raihan – President of Products, Alida USA; and the like.

Highlights of World CX Summit – Asia:

The summit started with an opening fireside chat between Nate Brown and Mary Drumond exploring the key concepts of Customer Experience, and how the world has now transitioned to the ‘Experience Era’. The discussion also progressed towards understanding the pain points in designing a CX tool that is sought after in this highly innovative and competitive market.

A highly engaging keynote address by CX speaker and coach – Dan Gingiss, stressed why it’s important to focus on customers rather than diverting attention to any marketing campaign. His presentation included a lot of real-time examples to keep his virtual audiences hooked. In his discussion, he mentioned that “Customer Experience is where we should be focusing on; investing all of our time and money instead of the next marketing campaign”.

The event also witnessed a panel discussion revolving around the topic ‘Exceeding New Expectations in The New World of Digital Innovation and Changing Customer Behavior and Experiences’ consisting of distinguished panelists who deliberated on how companies are coping and innovating in the new digital world.

The keynote session by versatile entrepreneur Johnny Quach dived into concepts of growth mindset and designing a growth culture. The focal point of the discussion was getting past challenges using simple yet effective solutions. He drives this point across using several real-life use cases.

World CX Summit – Asia is officially sponsored by Platinum Sponsor – User Testing, Tech Data & Dataiku; Gold Sponsor – OutSystems, Freshworks, Sitecore and Alida; Silver Sponsor – Qualtrics; Bronze Sponsor – Yellow Messenger, Vernacular.ai and Qiscus.

About World CX Summit:

World CX Summit Asia aims to bring CX leaders and Marketers together to discuss how the latest technologies and customer insights can be combined to change CX as we know it. The summit will host a combination of insightful sessions, case studies, panel discussions, and workshops sure to deliver actionable insights that attendees can apply to their Customer Experience strategies.

For more updates on our upcoming events, visit: https://www.tresconglobal.com/

For further details about the announcement, please contact:
Aishwarya Bhandary
Corporate Communications Executive
marketing@tresconglobal.com

World CX Summit – Asia to Discuss Latest Trends in Customer Experience Management, Explore Innovations that Can Empower Businesses

With a special focus on the Asian market, the third global edition of the World CX Summit is set to take place virtually on 11 March 2021.

The increasing adoption of IoT-based devices and sensors as well as AI-driven predictive and advanced analytics tools to offer personalized services to both B2B and B2C consumers is one of the major factors contributing to the growth of CX in the regional market.

The wide presence of call centers, the burgeoning trend of social media, and rising emphasis on CEM and customer satisfaction are contributing to the growth of the market in Asia.

Additionally, B2B consumers’ growing preference for quality products that add value to their business, growing expectations for services based on outcome and customer journey and demand for tangible results to drive the growth of the business are some of the factors driving the adoption of customer experience management solutions in Asia.

“Customer experience is becoming increasingly important for business success as companies in APAC embrace digitalization at an incredible speed this year in response to the dramatic shifts to a trend of work from home rising due to the pandemic,” stated Mithun Shetty – CEO, Trescon.

Keeping this in mind World CX Summit – Asia will convene stakeholders of the CX ecosystem in Asia including top CX leaders and experts, to focus on topics such as Overcoming Business Challenges & pain points around CX in the “new normal”, Leveraging Voice of the Customer (VoC) to drive NPS, Harnessing Big Data & Analytics for enhancing the customer experience; CX & social media and much more.

The summit will feature a ground-breaking collaboration of experts such as Nate Brown, Chief Experience Officer/ Co-Founder of CX Accelerator Officium Labs; Michelle Huff, Chief Marketing Officer, UserTesting; Matt Coulson, Regional VP, Value Consulting OutSystems, APAC; Winnie Talosig Rebancos, IT Director, Coca-Cola Beverages; Richard Jones, VP & GM APAC, Dataiku; Biren Balakrishnan, Sales Engineering Manager, Sitecore; Christophe Bacon, Founding and Managing Partner, OmniStrada; Ganesh Raj, Director, Strategic Alliances, Freshworks Inc APAC; Harish Agarwal, Head of CX Solutions Strategy, SEA, Qualtrics, Riva UY Lead Solution Architect, OutSystems; to name a few.

World CX Summit – Asia is officially sponsored by Platinum Sponsor – User Testing, Tech Data & Dataiku; Gold Sponsor – OutSystems, Freshworks; Sitecore and Alida; Silver Sponsor – Qualtrics; Bronze Sponsor Yellow Messenger, Vernacular.ai and Qiscus.

About World CX Summit

For more information visit: https://asia.worldcxsummit.com/

For further details about the announcement, please contact:
Genevive D’souza
Corporate Communications Manager
marketing@tresconglobal.com