Bengaluru, Karnataka, India:
With the aim of recognizing excellence in customer experience, Quantic India recently held the inaugural Customer Experience Excellence Awards in Bengaluru. This prestigious event celebrated the outstanding accomplishments of individuals and teams that have gone above and beyond to provide excellent customer service. The awards ceremony was a great opportunity to recognize the efforts taken by organizations to prioritize customer experience and delight their patrons.
As the world has been hit by the pandemic, businesses have had to quickly adjust to a new normal with unprecedented changes. The way that customers perceive businesses and products has drastically changed in the past two years due to the health crisis. This has affected companies across all industries and required them to develop better strategies for success in this new environment.
In today’s digital-first world, leaders are facing unprecedented challenges to keep up with the needs of their customers. With customer expectations increasing year on year and technology advancing constantly, it is becoming increasingly important for business leaders to be agile and proactive in their approach. To meet the demands of the customer in this new landscape, savvy leaders have embraced a strategy of smartly pacing up the game to stay ahead of the competition.
Have a look at the details of the immersive and knowledgeable panels below:
The first panel discussed about “Driving Company’s CX Transformation: Unleashing Omnichannel & Digital Customer Experience”.
In this panel, there was a discussion about creating a Digital Customer Experience with little experience and budget. It also explored the trends that affect the CX strategy.
The eminent speakers in this panel were:
- Sriram Srinivasan – Head of Digital Banking, Ujjivan Small Finance Bank
- Nanda Gopal – AVP – Head Of Global Customer Success, Vauld
- Rahul Karthikeyan – Chief Marketing Officer, InterviewBit & Scaler Academy
- Shreejith Menon – Chief Operating Officer – Operations, Customer Service and Contact Centre, Fincare Small Finance Bank
- Rizwan Shaikh – Vice President Operations – CSD, Rapido
- Shalini Rao – Chief Marketing Officer, Bangalore International Airport
- Amit Ambre – Vice President -Delivery, Skit.ai
- The session was moderated by: Mr. R. Thiru – Chief Operating Officer, Kinara Capital
Panel second discussed about “The Key Success Factors of designing a CX Strategy”.
The panel talked about leveraging the power of data for delivering remarkable Omnichannel CX. Additionally, the panel delved into how to develop insight driven strategies and action to deliver a seamless experience.
The eminent speakers in this panel were:
- Vivek Sridhar – Head Enterprise solutions & customer experience, Razorpay
- Savitri Bobde – Head of customer experience, Niyo Solutions
- Luvnit Sawhney – Head of design, Freo
- Ramakrishna M – Senior Director, Coinswitch Kuber
- Karthik Hariharan – SVP – Marketing, Capital Float
- Linish Theodore – AVP – Customer Experience, Connect and Heal
- Madhur Acharya – VP, E-Commerce – Lenskart
- Abhishek Biswal – Business Head, Airtel IQ
- The session was moderated by: Mr. Fasih Abbas M – Director & Head of customer experience, Cashfree
The third panel gave insights on Propelling CX from the boardroom for an accelerated growth.
Panelists discussed about the role of hyper-personalization and rapid retargeting in the Customer Experience journey.
The eminent speakers in this panel were:
- Ranjit Kumar – Head Customer Experience, Ninjacart
- Ashish Himthani – Head of customer service experience, Tata Cliq
- Saurabh Batra – Head of Customer Experience & Growth – Pharma, Udaan
- Nirupam Daniel Bose – Director of Customer Success, Furlenco
- Mohit Mathur – VP Business Excellence & Customer Experience, Vedantu
- Agni Chatterjee – Director CX Design & Strategy, Swiggy
- Abhi Dasgupta – Senior Director, Customer Success, Moglix
- Rohit Taneja – Associate Director – Consumer experience, Bombay Shaving Company
- Tanaya Kilara – Chief Experience Architect, Cuemath
- Nabeel Ahmed – Chief Marketing Officer, medapp
- The session was moderated by: Mr. Hemanth Purohit – CEO, Parahit Technologies
The awards ceremony not only celebrated some of the most significant aspects of the domain but also rewarded those who have helped shape it into what it is today. It was an opportunity for everyone to reflect on the achievements that have been made by different organizations, as well as recognize individuals who have had a major impact on the progress of this sector.
- Best Use of Technology to Enhance Customer Experience – Finzy
- Best Customer Experience in D2C Brands- Flatheads
- Best Customer Retention Strategy of the year – Clothing & Apparels – DaMENSCH
- Best Use of Insights to Enhance Customer Experience – Food and Beverage Services- Licious
- Best Contact Centre – Gaming- Mobile Premier League
- Best Customer Experience in Edutech services – CollegeDekho
- Best Use of Technology to Enhance Customer Experience- Entertainment Services – DishTV India Ltd (D2H)
- Best Use of Innovation to Enhance Customer Experience – Travel Services- redBus
- Best Omni-channel Customer Experience Initiative – Financial Services- Vauld
- Best Customer Engagement Strategy – Banking- Ujjivan Small Finance Bank
- Best Customer Engagement Strategy – E-commerce- Nua
- Best Digital Customer Experience Initiative- Food & Beverage Services- Jubilant Foodworks
- Digital Onboarding Partner of the Year- IDcentral
- Best Contactless Service Experience- Healthcare & Pharma- Kids Clinic India Ltd ( Cloudnine )
- Best FMCG Startup of the year- SteamUp Consumer Private Limited
- Best UI / UX Design Experience Startup Award – E- Commerce- POLKA POP
- Best Use of Chat Support- Internet Services- Meero
- Best Customer Experience in Media and Entertainment- INOX Leisure Ltd
- Best Influencer Marketing Campaign- E-commerce- PUMA India
- Best Customer Centric Culture- Healthcare- Tata 1mg
- Most Innovative Technology Initiative of the Year- Fintech- IBSFintech
- Best Customer Centric Culture- Fintech- CoinSwitch Kuber
- Best Customer Experience in Logistics- DHL Express (India) Pvt. Ltd.
- Best Customer Experience in Logistics – Blue Dart Express Ltd
- ]Customer Experience in the Crisis – Telecom and Logistics & Supply Chain- Blowhorn
- Best Use of Data Analytics in Business Intelligence- Shriram Automall India Limited (SAMIL)
- Best Use of Customer Experience in Mobile App – InsureTech – Coverfox Insurance Broking Pvt Ltd
- Best Digital Customer Experience Initiative – Gaming- Games24x7
- Best Digital Marketing – E-Commerce- Lenskart
- Best Use of Conversational Bot / AI / Robotics to Enhance Customer Experience- Aviation- AirAsia India
- Best Customer Centric Culture – Edutech- Harappa
- Best Customer Retention Initiative of the year- Fintech- Zolve
- Best Digital Customer Experience of the year in E-Commerce- WOW SKIN SCIENCE
- Best Use of Innovation to Enhance Customer Experience – Insurance- Magma HDI General Insurance
- Best Customer Experience in Health care & Pharma- DHI International
- Customer Experience in the Crisis – Travel & Hospitality Services- Zostel
- Best use of customer insights & Feedback in Edutech services- Infinity Learn by Sri Chaitanya
- Best Chat Support Experience- Fintech- CashFree Payments
- Best Digital Marketing – Retail- RELIANCE JEWELS (Reliance Retail Limited)
- Best Use of Gamification to Enhance Loyalty – Retail- V-MART RETAIL LTD
- Best Customer Centric Culture – Hospitality- SOCIAL
- Best Customer Experience in FMCG- Britannia Industries Limited
- Best use of customer insights & Feedback- E-Commerce- Furlenco (House of Kieraya)
- Best Measurement in Customer Experience – Food & Beverage Services- Swiggy
- Most Innovative Loyalty Program of the Year- E-commerce- Tata Cliq
- Customer Experience in the Crisis – Edutech Services- Vedantu Innovations Pvt Ltd
- Best Contact Centre- Transporation Services- Rapido
- Best Digital CX Transformation- E-commerce- Woovly India Pvt Ltd
- Best CX Campaign of the Year- Grooming & Personal Care Services- Bombay Shaving Company
- Best Use of Voice of Customer- Travel Services- Royal brothers
- Best Use of Technology to Enhance Customer Experience in InsureTech- Go Digit General Insurance
- Best Use of Mobile to Enhance Customer Experience in Logistics- FuelBuddy (Treis Solutions LLP)
- Best Customer Service Initiative of the year – Electronics- Blue Star Limited
- Customer Centric Company of The Year – Edutech- Intellipaat
- Customer Experience in the Crisis – Logistics- Yulu
- Customer Centric Company of The Year – Retail- Titan Company Ltd
- UI / UX Design Experience Award – Logistics- ShadowFax
- Best Use of Data Analytics & Research to enhance CX- E-commerce- Rentomojo
- Best Use of CX Technology- Retail- Chai Point
Individual Categories
- Top 10 Young CX Leader of the Year (30- 40)- Sameer Nagpal
- Top 10 Brand Head of the Year- Pankaj Gulati
- Top 10 Woman CX Professional of the year- Komal Chainani
- Top 10 Woman CX Professional of the year- Harmeet Kaur
- Top 10 Woman CX Professional of the Year- Hardika Shah
- Top 10 CX Professional of the year- Sachin Bhat
- Top 10 CX Professional of the year- Bruce Schwack
- Top 10 CX Professional of the Year- Ritesh Saxena
- Top 10 Customer Excellence CEO of the Year- Raviganesh Venkataraman
- Top 10 Young CX Leader of the Year (30-40) – Ranjit Kumar
- Top 10 Young CX Leader of the Year (30-40) – Saurabh Batra
- Top 10 Woman CX Professional of the year- Pallavi Barman
- Top 10 CX Professional of the year- Meena Bhatnagar
- Top 10 Customer Excellence CEO of the Year- Riyaaz Amlani
- Top 10 Young CX Leader of the Year (30-40)- Saikat Sinha
- Top 10 Woman CX Professional of the year- Siji George
- Top 10 Woman CX Professional of the year- Santosh Chand
- Top 10 CX Professional of the year- Fasih Abbas
- Top 10 Customer Excellence CEO of the Year- Mohanraj Jagannivasan
- Top 10 Customer Excellence CEO of the Year- Sunil Nayak
As the first edition of Customer Experience Excellence Awards concluded successfully, it provided a platform to explore the fast-changing environment of customer perception, experience and knowledge sharing session on designing an effective strategy. The event also saw successful mergers with modern solutions like Parahit Technologies, Airtel IQ, Konnect Insights, Skit.AI, Freshworks, Clootrack and IDcentral.
