Bengaluru, Karnataka, July 19, 2024
Quantic India’s 4th Edition CX Excellence Awards 2024 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 4th Edition CX Excellence Awards 2024 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 cutting-edge technologies shaping the future of Omni-channel success. Attendees were enthralled as they gained valuable knowledge on Operationalizing cost-effective customer experience (CX) involves leveraging cutting-edge technologies like AI, IoT, and automation to decode customer insights and optimize their experience. Emerging technologies shape future CX by meeting evolving demands and ensuring agility against disruptions. Integrating GenAI across touchpoints creates cohesive customer journeys, balancing automation with the human touch.
Attendees experienced a unique opportunity to engage with over 20+ speakers representing diverse perspectives and domains. They also had the valuable chance to interact with award-winning representatives from over 80+ 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: Future-Proofing CX: Navigating Emerging Tech for Ever-Evolving Demands
Expert Moderator of the Panel:
- Fasih Abbas M : Senior Director & Head of Customer Success, Cashfree
Esteemed Panel Speakers:
- Priyaah Sundaraam : Vice President – Head of Customer Experience and Fulfilment, Cleartrip
- Vijay Jituri : Head Service Excellence, CRED
- Subhajit Chakraborty : Vice President- Customer Experience, mPokket
- Gurpreet Jolly : Head – Customer Experience & Service Delivery, AJIO.com
- Dhira D : Deputy General Manager Customer Experience, Duroflex
- Mohammed Khazi : Vice President Customer Service, Paytm Payments Bank
- Girish Rao : AVP – Product and Partnerships, Route Mobile Limited
Panel 2: Predict, Personalise and Perform: Unleashing GenAI for Next-Level CX
Expert Moderator of the Panel:
- Rajiv N : GM & Head of Social Media & Customer Experience, Airtel India
Esteemed Panel Speakers:
- Ranjit Kumar : Head Of Customer Experience, Ninjacart
- Vindhya Shanmugam : Sr Director – Cx Growth, Search & Payments, Myntra
- Aalok R Pradhan : Head – Contact Centre Ops, CX, COE – Digital & AI, TVS Motor Company
- Padmanaban T A : DGM & Head of Digital Projects, Karnataka Bank
- Arjun K Sriram : Head – Customer Trust and Experience Fast Fashion, Reliance Retail
- Riveena Kaur : Deputy General Manager-Customer Experience, Landmark Group
- Ankit Jain : Chief Revenue Officer, OneXtel
Panel 3: Charting CX Success: From the Boardroom to the Bottom Line.
Expert Moderator of the Panel:
- Priya Chakravarthy : Vice President – Experience, BluSmart
Esteemed Panel Speakers:
- Reena Evans : Senior Director of Operations, Acko
- Nikhil Godbole : Group Customer Service Head, Jupiter
- Sunil Bissa : Vice president- Customer Success, Groww
- Sourav Ganguly : Head Premier Support, Lenovo
- Kalyani Seshadri : Lead – National Customer Experience, Titan Company Limited
- Deepak Maloo : AVP, Food Strategy, Customer Experience & Restaurant Experience, Swiggy
- Rishi Tandon : Chief Sales Officer, Smartping
- Riji K : SVP-Business Operations & Customer care, Kinara Capital
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 4th Edition CX Excellence Awards 2024
- Best Customer Engagement Initiative Delivering Business Value (FinTech) : Razorpay Software Pvt. Ltd.
- Best Use of Technology to Enhance Customer Experience (FinTech) : Moneyview
- Best Use of Technology to Enhance Contact Centre Operations (E-commerce) : Flipkart Internet Pvt. Ltd.
- Best Use of Technology to Enhance Contact Centre Operations (Digital Lending) : mPokket
- Best AI-Powered Chatbot to Enhance CX (General Insurance) : Bajaj Allianz General Insurance Company Ltd.
- Best Digital Customer Experience Initiative (FinTech) : Angel One
- Best Use of CRM to Enhance Field Service (Electronics) : HARMAN
- Best Customer Feedback Integration Strategy (Fashion Services) : CloudTailor (TailorTech Pvt. Ltd.)
- Excellence in Vernacular Language Support in Mobile Banking (Banking) : Ujjivan Small Finance Bank
- Best Customer Experience Strategy (TravelTech) : ClearTrip
- Best AI-Powered Chatbot to Enhance Customer Experience (Hospitality) : Zolostays Property Solutions Pvt. Ltd.
- Best App-Based Initiative for Customer Loyalty (Building Materials) : Ashirvad By Aliaxis
- Most Effective Customer Feedback Management (FinTech) : Wint Wealth
- Best Tech-Driven Multichannel Customer Engagement Initiative (E-commerce) : Duroflex
- Best Customer-Centric Initiative to Enhance Customer Safety (Logistics) : Rapido
- Best Omni-channel Customer Experience Initiative (E-commerce) : Tata CLiQ
- Most Effective Feedback-Driven CX Transformation (Automobile) : JSW MG Motor Pvt. Ltd.
- Best Use of WhatsApp Bot in CX (Vehicle Finance) : SK Finance Limited
- Best Digital Customer Experience Initiative (Consumer Electronics) : Samsung India Electronics Pvt. Ltd.
- Best Contact Centre of the Year (Banking) : Bank of Baroda
- Best Use of AI-Powered Chatbots (Aviation) : Air India Express
- Best Contact Centre Initiative (Life Insurance) : Bharti AXA Life Insurance
- Innovative Use of Social Media for Customer Query Resolution (Telecommunications) : Bharti Airtel
- Best Use of Net Promoter Score (General Insurance) : Magma HDI General Insurance Company Ltd.
- Most Effective Real-time Response to Customer Queries (E-commerce) : Myntra Designs Pvt. Ltd.
- Best Use of Chat Support (E-commerce) : Wakefit Innovations Pvt. Ltd.
- Best Overall Customer Experience Initiative (Gaming) : Mobile Premier League
- Best Customer Experience Team (Healthcare) : Motherhood Hospitals
- Best Use of AI to Enhance Customer Experience (Healthcare) : Dr Lal PathLabs Limited
- Best Use of Voice of Customer (PropTech) : NoBroker Technologies Solutions Pvt. Ltd.
- Best Customer Centric Culture (Logistics) : Blue Dart Express Limited
- Best Use of VoiceBot to Enhance Customer Support (Telecommunications) : Jio Platforms Limited
- Best Omni-channel Customer Experience Initiative (NBFC) : Varthana Finance Pvt. Ltd.
- Best Use of Mobile App to Deliver Customer Service (Microfinance) : Muthoot Microfin Limited
- Best Use of Technology for Personalized Learning (EdTech) : BrightCHAMPS Tech Pvt. Ltd.
- Best Service Excellence Program (Healthcare) : Apollo Hospitals
- Best CX Training Initiative to Enhance Contact Centre Operations (Logistics) : Blackbuck
- Best Contact Centre Digitisation Initiative (Housing Finance) : PNB Housing Finance Limited
- Best Chat Support Initiative (FinTech) : axio
- Best Customer Experience Team (Electronics Manufacturing) : Lenovo Global
- Best Overall Customer Experience Initiative (Digital Lending) : Fibe (previously EarlySalary)
- Excellence in Voice of Customer-Driven Service Recovery (Life Insurance) : Reliance Nippon Life Insurance
- Best Use of NPS to Enhance Customer Satisfaction (Logistics) : Shadowfax Technologies Ltd.
- Best Customer Experience Culture (Consumer Electronics) : LAVA International Ltd.
- Best App-Based Initiative to Enhance Customer Support (Automotive) : Ashok Leyland
- Best Service Excellence Strategy (Retail) : Pigeon Exclusive Stores by Stove Kraft Ltd.
- Best Digital Customer Experience Initiative (Banking) : DBS Bank India Limited
- Best Use of Voice of Customer (Retail) : Tanishq
- Best Multi-Channel CX Initiative (Logistics) : Agarwal Packers & Movers Limited
- Best Use of Voice of Customer (HealthTech) : DrinkPrime
- Best Customer Loyalty Program for Customer Retention (Food & Beverages) : Biggies Burger
- Best Use of AI-Powered Chatbots to Enhance Customer Service (Electrical Manufacturing) : Panasonic Electric Works India Pvt. Ltd.
- Best Use of AI to Enhance CX (Hospitality) : Colive
Individual Who Won at the 4th Edition CX Excellence Awards 2024
- CX Professional of the Year (Real Estate) : Bakhtiyar A B Sindgi, Provident Housing Ltd.
- Woman CX Trailblazer of the Year (E-commerce) : Dhira Divakaran, Duroflex
- CX Professional of the Year (AgriTech) : Ranjit Kumar, Ninjacart
- Woman CX Trailblazer of the Year (Ride Hailing) : Priya Chakravarthy, BluSmart
Our Proud Sponsor Partners for the Event
Presenting Partner : routemobile
Communications Partner: Smartping
Co-Presenting Partner: Zendesk
Powered By Partner : OneXtel
Co-powered By Partner : Talisma & surveySENSUM
Exhibit Partner: LimeChat, Trooya By Germin8, mob texting
Lanyard Partner: Radical Minds
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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