mumbai

Friday 21^st February 2025 Mumbai

Discussion Points

Customer Communication as a CX Driver: Effective customer communication is vital for delivering personalized, context-driven interactions that elevate the overall customer experience. A seamless exchange fosters customer loyalty and satisfaction.

Integration for Impact: Embedding messaging within marketing and sales efforts supports robust lead nurturing, drives conversions, and boosts long-term customer retention

New Channels, New Challenges: While emerging communication channels simplify customer service, they also introduce certain limitations, requiring careful strategy to maximize their effectiveness.

Power of Data-Driven Messaging: Using data insights enables highly personalised messages that resonate with customers, driving relevance and enhancing engagement.

Investing in Customer-Centric Tools: Brands must commit to advanced communication tools to meet and exceed the evolving expectations of today’s customers.

Navigating the Challenges: Technological advancements, business dynamics, and regulatory changes present ongoing challenges that impact the effectiveness of customer communication strategies.

Cross-Channel Consistency: Implementing a cross-channel strategy ensures a smooth and unified experience across SMS, voice, chatbots, and beyond, delivering a cohesive customer journey.

AI for Enhanced Engagement: AI-driven tools, such as chatbots, empower brands to offer more personalized, timely, and engaging customer interactions.

Staying Ahead of Trends: Keeping pace with evolving communication trends is key to building a future-ready CX strategy that adapts to customers' needs.

Continuous Optimization: Regular monitoring and iterative improvements are essential to maintaining an optimized, responsive, and effective customer communication approach.

Agenda

6:30 PM - 7:00 PM
Delegate Walk-In and High Tea

7:00 PM - 7:15 PM
Welcome Address & Introductions

7:15 PM - 8:30 PM
Panel Discussion

8:30 PM - 8:35 PM
Closing Note

8:40 PM onwards
Networking, Cocktails & Buffet Dinner

10:00 PM Conference Close

Speakers

Aravindan Somasundram

Senior Director - CX, Solutions, Partner & Pre - Sales Customer Interactions Suite

Almas Khan

Senior Vice President and Head Marketing

Ashish Morone

EVP & Head – Brand, Marketing Communications & Retail Marketing

Dhruval Doshi

Head of Digital Marketing

Dr Ashutosh Pandey

Unit Admin & Marketing Head

Harshita Hemnani

Deputy Vice President - Marketing

Madhu S Dutta

Madhu S Dutta

Head - Marketing Communication & Content

Raymond Lifestyle

Nachiketh Premraj

Head of Digital Marketing

Prahlad Salian

Head of Corporate Communications - DGM

Priyanka Bisen Shah

Head of Digital Marketing

Sharmila Sandeep

General Manager – Marketing (Consumer Products)

Shubham Chourey

Head of Marketing

Siddharth Gautam

Head - Digital Platforms

Sunil Narula

Senior Vice President Sales Marketing

Aditi Gupta

Assistant Editor

For more details, please contact:

Michelle Noronha
michelle.noronha@exchange4media.com

Kirti Bhagwani
kirti.bhagwani@exchange4media.com