Delhi, 24th April 2025: Quantic India’s 5th Edition CX Excellence Awards 2025- Delhi Edition was an extraordinary celebration of the decade’s most remarkable revolution. This year’s awards were a spectacular showcase of the best Customer experience initiatives nationwide, and attendees from various sectors were impressed when they explored the groundbreaking solutions at our event.
The 5th Edition CX Excellence Awards 2025 hosted by Quantic India was a momentous occasion, featuring some of the most informative and innovative panel discussions by experts in the field of Customer Experience. From industry leaders to professional and expert practitioners, the esteemed panellists shared their valuable insights on a wide range of topics, including GenAI and 24/7 chatbots enhance customer support by providing instant responses while ensuring seamless handoffs to human agents for complex issues. By integrating AI across touchpoints, businesses can create a consistent, personalized customer journey while balancing automation with human intuition. Emerging trends in GenAI, such as predictive analytics and real-time feedback, are shaping the future of customer experience by driving innovation and improving service quality. Leveraging AI-driven data analytics helps organizations better understand customer needs, optimize interactions, and enhance overall engagement.
Attendees experienced a unique opportunity to engage with over 25+ speakers representing diverse perspectives and domains. They also had the valuable chance to interact with award-winning representatives from over 60+ organisations and network with solution providers, all conveniently located under one roof. The event provided a comprehensive and insightful exploration of the dynamic landscape of Customer experience, leaving attendees inspired and informed
Panel 1: GenAI: Your Speed Dial to Quality Customer Service
Expert Moderator of the Panel:
- Siddarth Shah : Director & Head of Sales – India, Zendesk Technologies
Esteemed Panel Speakers:
- Shivani Kapoor : Head Customer Delight, Clovia
- Krishna Gautam : Vice President Customer Experience, Urbanic
- Ravi Nagpal : Head- Contact Experience & Service Communication, Tata Tele Business Service
- Garima Pant : Vice President Customer Experience, tbo.com
- Writuparna Gupta Baksi : Vice President – Customer Experience, Junglee Games Ind Pvt Ltd
- Ankit Dixit : Associate Director- Customer Exp & Offline Ops, BeatO
- Meetu Arora : VP- Customer Care, Sleepwell Group
Panel 2: Executive Excellence: Driving Customer-Centricity from the Top
Esteemed Panel Speakers:
- Indranil Mukherjee : DVP & Head Customer Experience,PVRINOX Ltd
- Rajesh Bhardwaj : Head of Operation- CX, Medanta
- Gagandeep Singh : SVP & Head – Customer Experience, Niva Bupa Health insurance
- Dilpreet Singh : Head – Loyalty CRM and Partnerships, ITC Hotels Limited
- Sumitra Patnaik : Associate Director – Customer Experience & Customer Service, OLX India
- Samuel Gier : Head Customer Experience – India, Nothing
- Amit Kumar : Vice President – Operations, Onextel
Panel 3: From Feedback to ForwardThinking: Driving Product Evolution
Expert Moderator of the Panel:
- Sumit Biswas : Head CRM & Loyalty, Bikanervala Foods
Esteemed Panel Speakers:
- Vibha Sarin Prabhakar : Chief Experience Officer, Shriram Automall
- Prince Arora : Head, CRM, BMW Group India
- Varun Gupta : Director- Customer Service, Cashify
- Riddhi Nagpal : Director, Customer Relations and Business Development, Cashkaro.com
- Kautuk Malviya : Head – Customer Experience Transformation, Nissan Motors India Private Limited
- Sahil Sethi : Director- Loyalty, JW Marriott
Following each exceptionally enlightening panel discussion Quantic India proudly recognized various industrial domain experts and companies, presenting them with prestigious awards for their exceptional long-term contributions.
Companies Who Won at the 5th Edition CX Excellence Awards 2025- Delhi Edition
- Excellence in AI & Automation for Customer Engagement (Home Appliances): Groupe SEB India Pvt. Ltd.
- Best Digital Customer Experience Initiative (Consumer Electronics Manufacturing): HARMAN
- Best Digital Customer Experience Initiative (Telecom): TATA Tele Business Services
- Best CX Strategy of the Year (Consumer Electronics): OPPO India
- Outstanding Customer-Centric Culture (Automotive): RENAULT INDIA
- Excellence in Digital-First Engagement in Remote Chronic Care: BeatO
- Best Customer Experience Transformation (Digital Lending): Stashfin
- Best Omni-Channel Customer Engagement (Automotive): Kinetic Green Energy and Power Solutions Limited
- Excellence in Patient-Centric Initiative (Healthcare): Pristyn Care
- Best Digital Customer Experience Initiative (Healthcare): Medanta
- Best Customer Engagement Strategy (Renewable Energy): AVI Renewable Energy Private Limited
- Most Effective Real-Time Response to Customer Queries (FinTech): Rapipay Fintech Pvt. Ltd.
- Customer Centric Company of the Year (Logistics): Agarwal Packers and Movers Limited (APML)
- Best Use of Technology in Customer Experience (General Insurance): ICICI Lombard General Insurance
- Best Customer Experience Transformation initiative ( Automobile ): Royal Enfield
- Best Use of Voice of Customer (Consumer Electronics): vivo Mobile India Pvt. Ltd.
- Best Innovation in Loyalty Program to Enhance CX (Hospitality): Club ITC by ITC Hotels Limited
- Best Omnichannel Customer Engagement Strategy (Consumer Durable): HAIER APPLIANCES (INDIA) Pvt. Ltd.
- Best Customer Experience Initiative (Telecommunications): NOTHING (R)
- Best Customer Awareness Initiative (FinTech ): mPokket
- Best Use of AI Chatbots in Customer Engagement (Logistics): DTDC Express Limited
- Best Use of WhatsApp Bot in CX (Media & Entertainment): PVR INOX Ltd.
- Best Customer Retention Initiative of the Year (Home Appliances): DrinkPrime
- Best Loyalty Program of the Year (Retail): Nature’s Basket (Elysium Membership)
- Most Effective Customer Feedback Management (Automotive): Volvo Car India
- Best Contact Centre of the Year (Health Insurance): Niva Bupa Health Insurance
- Customer Centric Team of the Year (Aviation): Air India Express
- Excellence in Real-time Engagement in CX (Retail): Tanishq, Titan Company Ltd.
- Best Use of Social Listening in Customer Experience (Financial Services): PNB Housing Finance Limited
- Best Digital Transformation in Customer Experience (Retail): Forever New India
- Best Use of Gamification in Customer Engagement (Automobile): Hyundai Motor India Ltd.
- Best Contact Centre of the Year (FinTech): Angel One
- Best Use of Insights to Enhance Customer Experience (Automotive): JSW MG Motor Pvt. Ltd.
- Best Digital Customer Experience Initiative (Internet Technology): Justdial Limited
- Best Customer Experience Initiative (Electrical Manufacturing): Panasonic Electric Works India
- Best Use of Social Listening in Customer Experience (Electrical Manufacturing): Surya Roshni Ltd.
- Best End-to-End Customer Experience Initiative (Fashion & Apparel): Libas (Zivore Apparel Pvt. Ltd.)
- Best Personalization Strategy to Enhance the Customer Journey (Automotive Manufacturing): NISSAN MOTOR INDIA PVT. LTD.
- Best Personalized Loyalty Program of the Year (Hospitality): (Marriott Bonvoy) Marriott International
- Customer Centric Team of the Year (Pre-owned Automobile): Shriram Automall India Limited
- Excellence in Real-time Engagement in CX (Automobile Manufacturing): VE COMMERCIAL VEHICLES (A VOLVO GROUP & EICHER MOTORS JV)
- Best Use of Personalization to Elevate the Customer Journey (Retail): V-Mart Retail Limited
- Best CX Strategy of the Year (Power Distribution): Tata Power Delhi Distribution Limited.
- Best Inclusive & Sustainable Customer Experience Initiative (Beauty and Personal Care): The Body Shop India
Individual Who Won at the 5th Edition CX Excellence Awards 2025- Delhi Edition
- CX Professional of the Year (Ecommerce): URBANIC, Krishna Gautam
- Woman CX Trailblazer of the Year (Logistics): Blue Dart Express Limited, Sonia Nair
- Woman CX Trailblazer of the Year (Entertainment): BookMyShow.com, Komal Chainani
- Emerging Woman Leader Driving CX Transformation (Nutraceuticals): Power Gummies (Aesthetic Nutrition Private Limited), Ankita Chaudhary
Our Proud Sponsor Partners for the Event
Communication Partner : OneXtel
Platinum Partner: Vion Consulting
Gold Partner: Chat360
Silver Partner: Zendesk, numr
Media Partner: Quantic Connect
In today’s ever-changing business environment, the necessity for proven solutions is paramount. At the event, a plethora of innovative and experienced solution providers captivated audiences with their success stories and insightful case studies. With ingenious solutions tailored to address the intricacies of emerging industries, these solution providers demonstrated their prowess in offering businesses a competitive edge. Attendees had the invaluable opportunity to connect with like-minded professionals and gain insights into how cutting-edge technology can streamline business processes. After navigating through Customer Experience trends and challenges, Quantic India is now poised to delve deeper into the Customer Experience domain and unveil its next edition soon.
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