Customer first summit 2025: Agenda

TIME (IST)

TOPIC

09:00 - 10:00 hrs

Registration and Networking

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10:00 - 10:05 hrs

Welcome Address by afaqs!

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Sreekant Khandekar

Co-Founder and CEO

afaqs!

10:05 - 10:25 hrs

Keynote Address: Designing Seamless Urban Mobility: DMRC’s Blueprint for a People-First Metro System

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Rahul Yadav

Deputy Chief (Operations, Strategy & Planning)

Delhi Metro Rail Corporation Ltd. (DMRC)

10:25 - 10:45 hrs

Interview: The Customer-First Playbook: Lessons from Leading India’s Most Trusted Insurance Experiences

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Dipu KV

Senior President

Bajaj Allianz General Insurance

Moderator

Sreekant Khandekar

Co-Founder and CEO

afaqs!

10:45 - 11:15 hrs

Networking Giveaways

11:15 - 11:45 hrs

Panel Discussion: The Moments That Matter: Real-Time CX in an Instant Economy

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Krishma Mehra

Director, Customer Experience

Milkbasket

Nilesh Kambli

Senior Vice President - Customer Experience

Pilgrim

Sumitra Patnaik

Associate Director - Customer Experience & Customer Servic

OLX India

Nidhi Chadha

AVP – Customer Experience

Airtel

Arti Saxena

CGO

Locobuzz

Moderator

Satrajit Sen

Chief Operating Officer - Events

afaqs!

11:45 - 11:55 hrs

Networking Coffee Break

11:55 - 12:35 hrs

Panel Discussion: The Connected Customer: Aligning Marketing, Experience, and Tech to Deliver Seamless Journeys

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Prasun Kumar

Chief Marketing Officer

Magicbricks

Sandeep Singh Sachdeva

Customer & Seller Experience - Head

Snapdeal

Megha Agarwal

CMO

Table Space

Narottam Sharma

Chief Information Officer

Jubilant FoodWorks

Pramod Mundra

President & CIO

Havells India

Moderator

Saurabh Agrawal

Chief Executive Officer

DAIOM

12:35 - 13:05 hrs

Panel Discussion: AI and the Human Touch: Striking the Right Balance in Customer Experience

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Indranil Mukherjee

Head Customer Experience

PVR INOX Limited

Namita Bohara

Head of Customer Centricity

Hindalco Industries Aditya Birla Group

Anamika Chatterjee

Heading Customer Service - Retail Finance

Hero FinCorp

Moderator

Sameer Kapoor

Associate Director

Ipsos

13:10 - 14:15 hrs

Lunch

14:15 - 14:35 hrs

Special Address: Rewiring Healthcare: How MarTech Is Powering the Next Generation of Patient Experience

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Dr. Ashish Bajaj

Group Chief Marketing Officer

Narayana Health

14:35 - 15:15 hrs

Panel Discussion: Beyond the First Sale: Maximizing Customer Lifetime Value in a Competitive Market

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Sai Thota

Revenue Head - D2C

Salty

Dilpreet Singh

Head - Loyalty CRM and Partnerships

ITC Hotels Limited

Sumit Biswas

Head - CRM & Loyalty

Bikanervala Foods

Bidyut Nath

Head of Marketing Communications

Pexpo

Moderator

Manas Gulati

Co-Founder and CEO

#ARM Worldwide

15:15 - 15:30 hrs

Networking Giveaways

15:30 - 16:00 hrs

Fireside Chat: Designing for Bharat: CX Innovation Beyond the Metros

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Rajesh Sethuraman

Head of Marketing

Marks & Spencer India

Moderator

Namrata Nath

Marketing Lead- India & International

Exotel