IAMAI Exotel Roundtable

About The Roundtable

An exclusive roundtable organized by the Internet and Mobile Association of India (IAMAI) in collaboration with Exotel during India Digital Summit. This roundtable will focus on the topic, "Empathy Meets Efficiency: AI’s Role in Transforming Customer Journeys". This roundtable will bring together C-level executives and key decision-makers to explore how AI can enhance human empathy in delivering personalized customer and agent experiences. It will delve into strategies to leverage AI for operational excellence, drive customer satisfaction, and foster agent productivity, all while addressing ethical and technological challenges.

Discussion Points

Redefining Customer Experiences with AI

How AI enables hyper-personalization in customer interactions.
Analyze 100% customer conversations to derive meaningful insights.
Building trust: Ensuring transparency in AI-driven customer experiences.

Augmenting Agents through Agentic AI

Using AI to reduce manual tasks and enhance productivity.
AI as a collaborator: Fostering AI-Human Harmony in CX.
Upskilling the workforce to effectively utilize AI tools.

Balancing Innovation with Responsibility

Addressing ethical challenges in deploying AI at scale.
Managing data privacy and security in AI-driven ecosystems.
Ensuring compliance with regulations and ethical AI frameworks.

Real-World Use Cases and Success Stories

Insights into successful AI implementations in CX and engagement.
Challenges faced and lessons learned from leading AI adopters.

Future Roadmap for Agentic AI Adoption

Emerging trends in AI-powered customer experiences.
Creating a scalable, adaptable, and sustainable AI strategy.

Speakers 2025

Aditya Das

Director, Head of Growth & Omnichannel Marketing Cipla Digital Health

Abinash Kumar

Product & Business Leader | Driving Growth in Payments ABCD Aditya Birla Capital

Abhishek Gupta

Head of Customer Experience Edelweiss Life Insurance

Abhijit Shah

CTO Nippon India Mutual Fund

A. K. Sreeram

SR.VP IT TransUnion CIBIL

Debashish Patra

Gorup Head of Customer Experience Motilal Oswal

Dharmendra Jhamb

Moderator Grant Thorton

Jaimit Doshi

Global Marketing head, Technology, Customer service, sales Lenskart

Karan Shah

Founder & CEO IIDE

Kaveri Das

Sr. VP |Head Engagement & Retention| OTT Growth Strategy Expert Zee5

KRC Murty

Senior President- Head AMG - Business & Digital Technology Solutions Yes Bank

Kiran Naik

CIO JSW

Nikhil Asopa

Head Of Customer Service Tatadigital

Pankaj Pandey

CIO SBI General Insurance Co. Ltd.

Preeti Singh

Head Customer Experience Axis Finance Limited

Shubham Khanna

Business Head- Banking & Insurance Exotel

Shruthi Bopaiah

Executive Vice President and Head - Customer Obsession Axis Bank

Tarun Singh Aswal

Chief Data Officer Deloitte South Asia

Udit Jain

CISO Bandhan AMC Limited

Agenda

08:00 - 08:15 AM

RegistrationsCollect your badge at the welcome desk.

08:15 - 09:00 AM

Networking over breakfastA relaxed networking session over breakfast with industry peers.

09:00 - 09:05 AM

Welcome noteOpening remarks by IAMAI & Exotel.

09:05 - 10:25 AM

Panel discussionInsightful conversation featuring marketing leaders on 'Empathy Meets Efficiency: Gen AI's Role in Transforming Customer Journeys'.

10:25 - 10:30 AM

Thank you noteClosing remarks by IAMAI & Exotel.

About Iamai

Internet and Mobile Association of India (IAMAI) is a not-for-profit industry body registered under the Societies Registration Act, 1860. Its mandate is to expand and enhance the online and mobile value-added services sectors. It is dedicated to presenting a unified voice of the businesses it represents to the government, investors, consumers, and other stakeholders. IAMAI represents varied sectors such as digital advertising, digital entertainment, TravelTech, online gaming, digital payments, Fintech, digital commerce, Edtech, Healthtech, Agritech, blockchain, Big data, ML, AI & IoT, AR/VR, LogisticsTech and so on. www.iamai.in.