Overall experience of 19 years managing businesses, people and growing them exponentially. (With 10+ years of CS leadership experience in India’s largest E-commerce and Fintech companies) Currently heading the Customer Success team of Cashfree. Was the key person behind setting up the CS and Merchant support teams for PhonePe from the scratch Helped Niyo Financial Solutions set up it’s CS shop for their premium products line Knowledge & hands on Experience in every function of a Customer experience/support team Process Design | Automation | Recruitment | Training | WFM (Planning) | Operations | Innovation Having an experience of setting up critical business units from the start for Flipkart and then scaling it up to the optimum level per the requirements. (Setting up the customer services & Merchant Helpdesk unit for PhonePe&Niyo with capabilities of Voice, Non-voice and social media) Successfully worked on creating models to maximize capacity, increasing efficiency through process engineering and tech changes, thereby reducing costs. With Flipkart the largest e-commerce company in India, have successfully managed some critical roles on both pre sales & Post-sales support sides. The Right person with the combination of a massive experience in customer services of Fintech & E-commerce companies at a senior level. Having handled larger spans of over a 600+ people, starting up processes helping them grow large scale to meet the demands of the growing e-commerce & Fintech functions. Helped FLipkart grow it’s assisted buying team from a team of 40 to a 600 generating a revenue of ~7% of the company’s revenue setting up the process and people from the scratch Also, worked closely on the processes & products to increase efficiency & efficacy of operations and getting the best customer experience in an e-commerce environment.

Short Bio: Business leader with experience in heading large and complex operations and sales teams cutting across various customer facing businesses. Hands on at strategizing and scaling up multiple businesses at an exponential pace.

Harshit is Digital & Experience Evangelist & new-age Design Thinker whose mission is to automate and enhance experiences of our digital world. His purpose is to make users/customers happy by way of creating compelling, persuasive & meaningful design & interactions.He is a proud Stanford alumnus and has been a recipient of various national & international awards for some path-breaking work in UX, Digital Products, Design & Entrepreneurship.His thought leadership is in ‘Experience Consulting’ for Fortune 500 companies his award-winning works have been across domains like FMCG, Telecom, Entertainment, Media, IT & Product Development.

A Seasoned leader with a decade & half of experience in building differentiated competencies, incubating & scaling large consulting practices & boot-strapping entrepreneurial ventures.

Although being a qualified engineer in Electronics & Telecom, he spends the majority of his time teaching at various B-Schools & D-Schools. He also loves dribbling his spare time in running half & full marathons across the length & breadth of India & mentoring Start-Ups.

Entrepreneur, Enabler & Project Lead in Customer Experience, Agile and Business Transformation. Leading large scale projects in Europe, Latin-America & South-East Asia. After his 20+ year career for companies like Deloitte Germany, VW Mexico, Rolls-Royce UK and Lazada Vietnam, he founded Asia PMO in 2018, focussing on getting clients to understand and implement of company objectives, customer experience and a culture to foster a result- and team-oriented environment to excel today’s accelerated world. He is an internationally accomplished keynote speaker, Trainer & Coach and was recently elected in the top 150 CX global thought leaders.

A high-impact Market Research and Consumer Consulting professional with 28 years of experience, Sushmita thrives on unearthing consumer insights for marketing decision making.

She spent the first fourteen years of her career in TNS India, where she fell in love with research and insights. She joined Technopak Advisors in 2006, as a Consumer Insights Expert and was one of the founding members of Envirosell India where she trained under Paco Underhill – Founder and CEO of Envirosell Inc, USA.

She has worked for more than a decade in the area of Retail & Shopper marketing & research and in her role as the Commerce Domain Lead in Kantar India, she developed unique protocols geared towards developing markets and evolving retail channels.

She has been the Customer Experience Domain lead for the South Asia region since 2019 and has been working closely with internal teams and clients on redefining, recrafting new customer experiences for products & services in the post pandemic era.

Accomplished 21 years of Customer Management Services reflecting pioneering experience and performance in developing, managing, and enhancing Customer’s association with the organization. I have experience of Management of Call Centre (Inbound & Outbound), Non-Voice Processes – E-Mail and Social Media as the front endpoint and backend handing of complaints and Escalation management. Responsible for Customer CSat Management and spearheading Automation projects to improve customer experience.

Retail professional with more than 20 years of work experience in diverse fields of Retail Experience Design, Customer Experience Management, creating shopping experiences and driving excellence in Retail Operations. An exciting space has been working on making retail spaces inclusive for People with Disabilities and senior citizens.

Have been with Future Group for over 15 years and prior to this worked with brands like Revlon, Timex watches and Shoppers Stop.

Innovative thinker, bringing in rare level business acumen developed in 20 years of career across Mobile Payments, Banking & Financial services, BPO, Information Technology. Track record of increasing bottom line with spearheading product development and management and operational excellence to drive productivity & reducing cost through automation and system improvement. Achievements in dynamic & demanding business environment through pragmatic and positive approach.

• Proven record of strong, decisive executive leadership; in the present capacity of Head Business Operations – Mobile Payments revolutionizing business operations with key focus on Channel Development for on-boarding Customers & Merchants, financial operations, training, customer support & engagement for seamless service delivery on products and services
• Achievement driven organization builder holds the merit of establishing companies from scratch and driving them to carve a niche in the resistant markets; effectuating business plans for overall development & accomplishment of top and bottom-line profitability
• Progressive professional exposed to high pressure corporate environments; worked with well-known companies namely Reliance India Limited, NOKIA, ABN AMRO Bank, Convergys India Services and GE Capital International Services, etc.
• Bandwidth of experience include Product development and management, Consulting, Service Delivery, Customer Engagement & Support, Channel Development, Operational Finance & Risk Management and Business Technology; holds the distinction of handling launch of Mobile Money Service in India and Pakistan
• An astute planner, strategist and thrust implementer, won multiple accolades in the organizations for leadership, process excellence and revenue maximization

Sharatee heads the omni-channel Customer Experience Centre and Virtual Relationship Management platform for the mass affluent segment at Kotak Mahindra Bank. She is responsible for the customer service provided by the Bankacross channelssuch asphone banking, email and social media.

Additionally, he also drivescustomer outreach and manages cross-sell campaigns through the Bank’s outbound contact centre.

Sharatee joined Kotak in 2007, prior to this role, she was EVP- Service Quality and Principal Nodal Officer. She led the bank on a journey to deliver the goal of a differentiated customer experience, spearheaded by measurement metric change to the Net Promoter System, in 2017. Along with NPS,she also worked oncustomer journey maps, customer experience principles and embedded CX best practices into the Bank’sDNA, processes and standards.

She is a business manager with a proven track record of successfully handling diverse banking assignments across highly competitive and global organisations – Kotak Mahindra Bank, GE Money and CitiFinancial, India.

Sharatee has a post graduate degree in Management Studies from the Symbiosis, Puneand is an alumnusof Economics at Jawaharlal Nehru University, Delhi. Shewas voted one of India’s top 100 Womyn in Finance in 2019 by Association of International Wealth Management of India in “Progressing” category.

Though an MBA in Finance, throughout his 27year career, Abhishek has always believed that technology can bring huge changes in the life of people and businesses. With experiences across diverse industries, Abhishek entered the technology space in the year 2000 by co-founding a start-up in the mobile application space and headed it for 8 years.

In his 13th year at Tally, he is the head of Product Management function of the organization. His current challenge is to revolutionize Tally for the newer generation. In addition to owning multiple Tally versions in the past; he has created a foundation for revolutionizing compliance, digital payments and banking for businesses.

An expert in Experience Management he is the founder and Managing Director of Centre of Experience Excellence, the only professional network of the customer officers in India.

In his various leadership role, he supervised and overseen the strategy, planning and execution of the organization’s overall customer experience goals. He is an expert in creating, managing, and executing the customer experience strategy of the organization.

He established the “Customer Officers Network” to augment the ability of its members to understand business objectives and align CX accordingly. His initiatives at CXE helps the professionals to ensure a consistent, positive experience for every customer and make continuous process improvements. His comprehensive research on CX in Indian context has been recognised and referred globally.

Mr.Paul Is A Serial Entrepreneur With Startup & Corporate Experience Of nearly 2 decades At the Moment He Is the Founder Of A Hospitality & Coworking Startup YBB Hotels & Has Also Forayed Into The Healthcare Domain With his Flagship Brand Curemed.

He Also Officiates The India Chapter Of Indian Chamber Of Commerce & Culture Slovakia & strives to bring industry & investment to India.

His Core Areas Are Customer Relationship Management, Operations & Business Development. He is at the moment working with the industry’s best to build a conglomerate of Businesses With Interests in Ecommerce as well As Core Businesses.

He Believes Excellence in Customer Experience can be achieved only when the business has an empathetic outlook towards the customer’s needs.

Ashutosh is a techno-commercial professional, currently working as Vice President & Country Sales Head with 9 years of B2B enterprise selling experience. He has built teams from scratch & led revenue generation/expansion initiatives for diverse firms in software (SaaS, AI & ML products), IT services, Industrial IoT, automation, automotive designing, chemicals, and manufacturing domain.

Raghu Ravinutala is the CEO & Co-Founder of  yellow.ai, a conversational AI company that helps enterprises to automate their core business processes and maintain business continuity. He is an alumni of NIT Warangal where he completed his B.Tech in the year 2000. Ever since then Raghu has been working in the field of technology both in the Bay Area as well as India.