CX 2.0: Crafting Connected Customer Conversations

15th June 2023, 6:30 PM Onwards
The Leela Ambience, Delhi
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CX 2.0: Crafting Connected Customer Conversations

22nd June 2023, 6:30 PM Onwards
Taj Lands End, Mumbai
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CX 2.0: Crafting Connected Customer Conversations

28th June 2023, 6:30 PM Onwards
Conrad, Bengaluru
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“Customers today are seeking exceptional experiences, and businesses are taking notice by placing emphasis on crafting connected customer conversations. It's becoming increasingly important for companies to build strong relationships with their customers and to provide contextual, personalised, and seamless experiences across multiple touchpoints.

To achieve this, businesses are utilising technology to enhance customer interactions and reduce response times, providing personalised solutions and making sure that customers feel heard and valued. Through active listening and timely responses, businesses can prioritise customer-centric communication and create a friendly, supportive atmosphere for their customers.

Studies show that customer experiences play a crucial role in shaping customer perceptions and influencing their decision to remain loyal to a brand. By investing in innovative CX solutions that enable crafting connected customer conversations, businesses can differentiate themselves from their competitors and foster long-term growth and success.

Brand leaders will discuss about how they're leveraging technology to provide seamless experiences for their customers. Together, we can learn how to prioritise effective communication and build stronger, more connected customer relationships.”

Key Discussion Points

  • Mapping the consumer journey across channels
  • Creating unified messaging across channels
  • Creating a seamless omnichannel journey for customers
  • Breaking Silos & bringing cross functional teams together
  • Leveraging Data to understand customer pain points
  • Creating Personalised solutions

Speakers Delhi

Abhishek Bhasin

Director, Marketing

Director, Marketing

Amit Thapliyal


People Strong

Amit Uniyal



Angad Kikla


 City Mall

Anubhav Soni

Head of Client Success/Solutions, Buisness Messaging


Aradhika Mehta

Head of Marketing

 Aditya Birla Group

Nihal Rustogi

Director Marketing


Nitin Rai

Vice President - Marketing & Growth Initiatives

IGT Solutions

Praval Singh

VP Marketing

Zoho Corporation

Punit Chahar

Asia Head of Digital, Performance Marketing

OLX India/Sobek Auto India

Rahul Manchanda

Marketing Director

Tata 1mg

Rajat Mathur

Head - Consumer Marketing & Innovations (Digital First)


Shalabh Dhankar

Marketing Lead

HCL Technologies

Shantanu Chakraborthy

Sr. Director Marketing - India, ASEAN, ANZ, UAE


Udit Agarwal

Vice President and Global Head of Marketing


Vasudha Girdhar

Head of Brand and Digital Transformation

Hero motor corp

Speakers Mumbai

Amit Bhandare

Head of Marketing and Public Relations

Yes Securities

Ashley Almeida

Head - Product and Marketing

Axis Securities

Bhavini Thakkar Bangera

Marketing, Corporate Communications and Digital Marketing, POSH committee Head


Harita Desai Jani

Chief Marketing Officer

Mswipe Technologies Pvt. Ltd.

Jahid Ahmed

Vice President and Head- Digital Acquisition, Content and Social Media Marketing


Nikhil Kurian

Head of Digital commerce ecosystem

Tata Motors

Nishit Vora

Marketing Head - Integrated Network Solutions

Viacom 18 Media Private Limited

Pawan Mehar



Renisha Rowe

Strategic Partnerships


Ritesh Jain


Flexi Loans

Rutvik Pathak



Sanket Narkar

Head of Marketing

Physics wallah

Shikha Pakhide

Head Of Marketing

Jio Platforms (Reliance Jio Infocomm)

Shipra Tandon

AVP- Marketing

Mirae Asset Capital Markets

Siddesh Kerkar

Head of Marketing

Aditya Birla Finance Udyog Plus

Sree Charan

Global Head - Brands & Marketing

Grasim Industries Limited (Aditya Birla Group)

Srikrishna Moorthy

Executive Vice President

Kotak Mahindra Bank

Sujay Ray

Head- Digital Marketing


Udit Agarwal

VP Global Head Marketing


Speakers Bengaluru

Aditya Ratti

Head of Marketing

Cloudnine Group of Hospitals

Amar Choudhary

SVP, Head Of Marketing


Amod Choudhary


OneScore(FPL Technologies)

Ashish Bajaj

Chief Marketing Officer

Narayana Health

Gurmeet Singh Gulhar

Senior Director


Hemanth Vasudevan

Head of Marketing


Hitharth Saini

Head of Marketing


Jiten Mahendra

Associate Director - Business and Strategy


Manish Sridhar

Group Head Marketing

Quess Corp Limited

Pawan Pandey



Rohan Chhazed

Head of Customer Experience


Sai Gadkari

Channel Partner Manager


Saibal Biswas

Senior Vice President & Head Of Marketing


Shreyas Achar

Head of Marketing


Smarajit Mishra

Head- marketing & strategy


Sooraj Balakrishnan

Head of Marketing


Udit Agarwal

Vice President and Global Head of Marketing



6.30 pm to 7.15 pm
Arrivals, Registrations & Networking
7.15 pm to 7.30 pm
Context Setting by Exotel
7.30 pm to 8.50 pm
Roundtable Discussion on CX 2.0: Crafting Connected Customer Conversations
8.50 pm to 9.00 pm
Closing Remarks by Exotel
9.00 pm onwards
Networking over Dinner & Cocktails


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.

About Exotel

Exotel is the emerging market's leading customer conversation platform and business-focused virtual telecom operator crafting 70+ million conversations everyday for over 7000 businesses in India, Southeast Asia, the Middle East, and Africa.