The World CX Summit & Awards 2024, an event organized by Trescon India, concludes by shedding light on changing dynamics in customer experience. The event, which took the stage in JW Marriott Hotel Bengaluru, celebrated excellence in CX leadership and innovation. The summit started with a panel discussion on Transforming Customer Experience in the Age of Digital Revolution. The panelists for the discussion included Lakshman Velayutham (CMO, Ujjivan Small Finance Bank), Gurpreet Jolly (Head - Customer Experience Operations & Service Delivery, Ajio.com —Reliance Retail), Shruthi Bopaiah, (Executive Vice President & Head - Customer Obsession, Axis Bank), Pinkustar Borah (Director - Head of IT - Customer Experience, South Asia, Unilever), Ramanathan RV (Co-founder and CEO, Hyperface Technologies). Fasih Abbas M (Senior Director & Head of Customer Success, Cashfree Payments) was the moderator.

The discussion centered around diverse topics within the Digital CX spectrum. The deliberations around ‘Phygital’ customer experiences, CX-led digital transformation, the importance of human interaction in the digital experience, and the role of emerging technologies like the metaverse, robotics, and marketing automation, stood out. The discussions followed a free-flowing networking session.

The second session centered around the topic: Empowering Customer Journeys through Seamless, Smart and Personalized Experiences. The panelists included Aravindan S (Senior Director - CIS Solution Sales, APAC & ME, Tata Communications), Vishal Bhatia (Chief Digital Officer, Canara Bank), Satish Bettadapur (Vice President and Global Head of Customer Care Centers, HP Inc), Vindhya Shanmugam (Senior Director - CX Growth, Myntra), and Satish Patil (Director CX, Samsung Electronics). Tanuj Diwan, the global head of SurveySensum, moderated the session. 

The discussion traveled through an entire gamut of use cases of generative AI in CX, including enabling hyper-personalization, enhancing customer engagement across platforms, virtual and augmented reality fusion, Voice of the Customer (VoC) Analysis, the impact of conversational AI, and the role of Large Language Models in enhancing Customer Experience. An inspiring tech talk by Anand Viswanathan, Global Head of Product, Contact Centre Services, Tata Communications, followed the session.  

The delegates regrouped after lunch to discuss about ‘Integrating Marketing & Technology for Customer-Centric Customer Journeys.’ The panelists for the first afternoon session included Kedar Ravangave (Head of Marketing, Kotak Mahindra Bank), Rahul Poddar (Country Head - MarTech, Narayana Health), Rakhi Rana (COO, Drools Pet Food), and Ambit Mishra (Head of Marketing Communication, UMPESL - A Tata Voltas Enterprise), while Priya Chakravarthy (Vice President - Experience, BluSmart) moderated the session. The panel discussed about using AI/ML for predictive insights and automated marketing, enhancing CX with SEO in Martech, the 

importance of Martech tools, as well as boosting customer engagement, brand loyalty, and retention with advanced digital innovations. The session was followed by another tech talk, this time by Rajnish Sharma, Chief Business Officer, ICCS -Business Process Management Company. 

In the session followed, Deepak Maloo (AVP, Food Strategy, Customer Experience & Restaurant Experience, Swiggy), Avijit Mohapatra (Head of Customer Experience Transformation, Flipkart), Kalyani Seshadri (Lead - Customer Experience, Tanishq), and Deepak Nayak (SVP - Customer Experience, Gameskraft) talked quite elaborately about Data management in CX. Tanuj moderated the session.

The final session focused on enhancing customer experience through Conversational AI. The panelists included Biju Neyyan (Head of Part: Voice & Multimodal Experiences, Samsung Electronics), Nikhil Godbole (Group Head of Customer Service, Jupiter), Sirishkar B. (General Manager, EFLV – South, Tata Communications), and Komal Prasad (Vice President - Occupier Care, Experiences & Engagement, Prestige Group). Ankit Goenka, the Senior VP of Customer Experience at Bajaj Allianz, moderated the session. This was followed by an award ceremony that facilitated top 100 CX leaders & top 50 marketing leaders.