Panel 1: The CMO Takeover: Is Marketing Now Responsible for Customer Experience?

As customer experience becomes central to brand growth, the CMO’s role is expanding beyond campaigns and communication. This panel will explore whether marketing should lead CX—and how CMOs can align technology, service, sales and operations around one consistent customer journey.

Panel 2 : Data, Loyalty and the Digital Wallet: Who Really Owns the Customer Relationship?

Customer relationships now sit at the intersection of data, payments, loyalty and personalisation. Industry leaders will examine who truly owns this relationship—the brand, the platform, the bank or the digital wallet—and how businesses can use customer data responsibly to create lasting loyalty.

Panel 3 : How India’s Biggest Brands Handle CX Failure and Recovery

Even the strongest brands face service failures; what matters is how they respond. This candid discussion will uncover how leading brands manage complaints, regain customer trust and turn difficult moments into opportunities for stronger relationships and long-term loyalty.

Fireside 1 : CX as a Boardroom Metric: A CEO’s View on Why Experience Drives the P&L

Customer experience is no longer a soft measure—it directly influences revenue, retention and reputation. This conversation will offer a CEO’s perspective on making CX a boardroom priority and connecting experience investments to measurable business outcomes.

Fireside 2 :The Real Estate of Trust: Why CX Matters More When the Purchase Is Once in a Lifetime

Buying a home is one of the most emotional and financially significant decisions a customer makes. This fireside chat will explore how real-estate brands can build trust through transparency, communication and consistent support across the entire ownership journey.

Fireside 3 :Why Loyalty Programs Are Failing India’s Customers

Points and discounts may encourage transactions, but they do not always create genuine loyalty. This session will examine where conventional loyalty programmes fall short and how brands can build simpler, more personalised and emotionally meaningful customer relationships.

1. From Customer Satisfaction to Customer Obsession: Building a CX-First Organisation

How leaders can embed customer-centric thinking across every team, process and decision.

2. The AI–Human Balance: Automating CX Without Losing Empathy

Using AI to deliver speed and personalisation while retaining the human connection customers value.

3. The Experience Gap: Why Brand Promises Fail at the Point of Delivery

Identifying the disconnect between marketing promises and customers’ real-world experiences.

4. One Customer, Many Touchpoints: Creating a Seamless Omnichannel Journey

Connecting digital and physical interactions to provide one consistent brand experience.

5. Beyond NPS: Measuring What Customers Truly Feel and Value

Moving beyond traditional scores to measure trust, effort, emotion, retention and business impact.