As a CX architect and hospitality professional, with over 20 years of experience in product development, marketing management and customer experience, she endeavours to be the change maker and redefine the CX and hospitality landscape in the aviation sector.


Chief Customer Experience & Quality Officer,

Adani Airport Holdings Ltd.

A core technologist with expertise in web frameworks and deep learning (NLP/ASR). He is the Chief Innovation Officer at Ozonetel Communications Ltd., where he has designed the core CCaaS/CPaaS application framework responsible for handling 20 million calls and 100,000 agent logins per day.

Chaitanya Chokkareddy

Chief Innovation Officer,

Ozonetel Communications Pvt Ltd.

A dynamic healthcare leader with over 20 years of experience in healthcare management and numerous important accolades to his credit. He specializes in Healthcare Operations Excellence, Business Development, Strategy, and Quality.

Neeraj Lal

Chief Operating Officer,

Apollo Hospitals

A remarkable 25-year career in integrating digital transformation with deep domain understanding and six sigma rigour to redesign the business model for operational excellence and customer delight, and garnered prestigious industry honours and accolades.

KV Dipu

Senior President - Head Operations and Customer Service,

Bajaj Allianz General Insurance Company

Ninad is a successful entrepreneur who leads the Enterprise Sales Team at Gupshup. He has over 21 years of leadership experience in effectively managing large teams in enterprise and retail sales, business development, and strategic alliances at reputable companies such as Mswipe, FreeCharge, Times Internet Ltd, and Rediff.com.

Ninad Takpere

VP - Sales,


With over 20 years of experience building and scaling ecosystem partnerships across Enterprise, Mid-Market, and SMB segments at organizations such as Cisco, Snowflake, and Wipro, his mission is to build and grow the Whatsapp Business Messaging platform in India.

Arzan Singpurwalla

Lead – Channel Partnerships,

WhatsApp India

With over 26 years of experience in capital market, Mr. Dharmendra Narang is currently working as the Senior Vice President- Chief Customer Experience Officer at IIFL Securities. In his tenure, the organization has won a number of awards for excellence in customer service.


Senior Vice President- Chief Customer Experience Officer,

IIFL Securities

Shweta is the Head of CS & Customer Experience at Tata CLiQ, and responsible for designing and implementing strategies to put the customer at the centre of everything the company does. She has over 22 years of experience in diverse and cross-functional roles in the field of Customer Experience.

Shweta Srivastava

Head - CS & Customer Experience,

Tata CLiQ

Nishant is the global lead for Solution specialist team who handles Unified Communications, Collaboration and Customer experience services offered by TATA Communications across global enterprises. In his 18-year career, he has been accredited for creating various industry first solutions and successful deployments based on VOIP technology in India and Internationally.

Nishant Shrivastava

Global Head – Centre of Excellence for Unified Communications and Collaborations,

TATA Communications

Indranil has over 14 years of experience in consumer internet, e-commerce operations, supply chain management, and banking. He is the Executive Vice President at Shiprocket, and has worked with many leading companies, such as Flipkart and Ola, in their early stages of setup, scaling, and system development.

Indranil Nath

Executive Vice President - Operations,


With over 16 years of expertise in customer service, customer experience, outsource management, team development, and analytics, his passion is establishing, scaling, and optimizing business portfolios while delving deep into customer problems and solving them with cutting-edge technology.


Director - Contact Centre, CX and Outsource Operations,

CoinSwitch Kuber

With 15+ years of extensive CX expertise in the United States, Canada, the Middle East, Japan, and India, he has been instrumental in improving customer experience and delight across various organizations, including Amazon, Vodafone, Time Warner Cable, and Mphasis.

Aalok R Pradhan

Director - Customer Success,


Milind is a seasoned leader with over 18 years of experience in A2P global cloud communication platforms, telecom, real estate, airlines and hospitality industries. He has been instrumental in setting up the B2B business including strategic account management, account segmentation, annual budget management, sales processes roll-out and CXO engagements.

Milind Kadam

Regional Sales Manager,


With over 15+ years of experience in building powerful strategies, propelling operational excellence and productivity levels in BPOs & KPOs, Seshnarayan has been guiding the Customer Service, Marketing, Branding and sales teams to align with the larger CX strategy with focus on customer-centricity.

Seshnarayan Balduwa

Deputy Director - Call Center Operations,

SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

With over 20 years of extensive corporate experience across Financial Services, Capital Markets, Customer Experience and Engagement, Trading, E-commerce, Web Sales, and Credit Management, Kumud is a passionate customer focus person and currently heading PAN India Service Operations.

Kumud Upadhyay

Senior Vice President - Customer Service,

Motilal Oswal Financial Services

Hari heads Customer Experience at Future Generali India Insurance and has over 20 years of solid experience in the CX domain. He has been recognized as one of the 50 Most Influential Customer Service Professionals by CXELA.

Hari Shankar Mishra

Sr. Vice President - Customer Experience,

Future Generali India Insurance Company Limited

Prakash Bharath is the Director and Regional Head for Freshworks, and has over 15 years of solid experience in banking, IT service management, and artificial intelligence. He is in charge of driving business in India, Sri Lanka, and Bangladesh at Freshworks.

Prakash Bharath

Director and Regional Head,


Rishi is a talent development expert and executive coach with over 20 years of experience in organisational and leadership development across industries. He has led large-scale change management initiatives involving digital initiatives, training and mentoring, and delivering value through improved organisational effectiveness.

Dr. Jagmohan Singh Rishi

Global Head - L&D and Digital Customer Experience,

Wockhardt Group

Recognized as a Top 150 Global CX Thought Leader and Influencer with 28+ years of Business Operations and CX expertise in Hospitality, Technology, and Real Estate. He is skilled at building high-performance teams as well as scalable, multi-location, omnichannel systems and processes, pioneered many "first-ever" business practices that have become industry standards.

Ajay Nambiar

Chief Service Officer,

M3M India Pvt Ltd

​Gaurav brings with him almost two decades of experience in the banking and insurance industry, spearheading initiatives for driving and refining customer experience in his organisation.

Gaurav Sadana

Vice President & Head - Customer Experience & Central Retention,

Bajaj Allianz Life Insurance Company

Pooja is the Co-Founder & Executive Director of Phonon Communications Pvt Ltd., with expertise on building strong client relationships with focus on metrics and customer-centricity.

Pooja Makhija

Executive Director & Co-Founder,

Phonon Communications Pvt. Ltd.

Sujay directs the CX-led digital transformation of all direct-to-consumer(DTC) and 8000+ network assets and is passionately committed to developing business-led digital strategies and digital-first business models.

Sujay Kalaria

Vice President - Digital Strategy, Transformation & Digital Business Build,

Bajaj Auto Ltd.

Customer management and communications specialist with over 30 years of cross-functional experience in the retail and FMCG industries in India, and a proven track record of increasing customer retention and lifetime value by delivering delightful experiences across touch points.

Varkey Joseph

Head Customer Experience,

Raymond Limited

She is currently managing and assisting with new products for Infobip while working on new solutions such as Whatsapp Business APIs, Conversation Platform, RCS (Rich communication Services), VSMS (Verified SMS) in India, Sri Lanka, Nepal, and Bangladesh. She has over 14 years of organisational experience in the messaging space with expertise in Telecom related Data Services.

Shradha Thapa

Regional Head - Govt & OTT Partnership,


Nilesh Marathe

Sales Specialist Leader, India & Saarc,


A Customer Experience specialist with over 20 years of experience in Telecom, General Insurance, and Call Centers. Recognized for designing and launching innovative products ahead of market trends, resulting in increased revenue and market share.

Zeenat Mongal

DVP Customer Experience,

ICICI Lombard General Insurance Pvt. Ltd.

With 17 years of customer analytics expertise in banking, he is currently working as Vice President for the Marketing Analytics team at HDFC Bank, and has previously worked as an analytics consultant for multinational banks such as Wells Fargo and Bank of America.

Mufazzal Arif

VP - Data Science and Consumer Analytics,


A thought leader with expertise in developing digital strategy strategies to sustain, expand, and create digital initiatives that drive business outcomes for CXOs in Asia and the Middle East.

Nitin Jain

Head of Customer Experience (CS&L and Sales) for India & Middle East and Africa,

Mondelēz International

Suraj has over 12 years of experience and heads Kissht's Customer Experience as well as Learning and Development.

Suraj Shetty

Head of Customer Experience, Learning & Development,


Gayatri has over 21 years of diverse experience in the insurance industry, including On-Boarding, Customer Service, Business Conservation, Policy Servicing, Claims Management, Business Excellence, and Customer Experience. She is currently employed by Tata AIA Life Insurance and is in charge of service delivery following policy issuance.

Gayatri Nathan

Senior Vice President and Head – Customer Operations,

Tata AIA