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Exceptional customer experience! Isn't that the most important yet the most aspirational expectation of all businesses today? Well, the pandemic crisis has transformed the way customers interact with businesses. Beyond offline interactions, consumers are switching to digital platforms, paving way for digital experiences. The hyper digitalisation wave made enterprises swiftly pivot and focus on digital channels. However, reimaging customer experience almost completely became an imperative to enable and secure customer loyalty and expand their user base organically. Delivering an impactful customer experience is now involving many modern ways. Communication remains the center of it. Hearing what the customer is saying and responding to it, then posing follow-up questions that move the relationship forward. This one-day phygital summit promises to bring together the best of the customer experience leadership community to share ideas and learn how to tackle the new-age CX challenges.

The FE FuTech Awards, will recognise and award some of the most innovative work/initiatives/projects from the last 2 years (March 2020 till March 2022) with the use of Artificial Intelligence (AI) and MarTech and created a measurable impact on society or on businesses.
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Sessions will focus on

From "Expecting" Loyal Customers to "Delivering" Loyalty Towards Customers: An Imperative Shift
CX Agility : Revving up the Tech Stack and, of course, the Revenue
Omnichannel CX: Crafting a Winning Strategy for the Revamped World
Balancing Cyber Security and Seamless Customer Experience : There Lies the Conundrum!
Redesigning Customer Experience with Tech at core: What the Future Looks Like
CXM: Evaluating Experiences as your Customers see it

Key Highlights


Full Day of Networking


Knowledgeable Sessions




CX Experts

Why Attend

Gain global overview
Powerpacked panel discussions underlining present and future strategies
Chance to connect and network with industry leaders, in person
Exhibit latest product & solutions at the expo
Close door round tables & more


Alan Boehme

H&M Group

Ajay Nambiar

Chief Operating Officer-PYP and Chief Service Officer
M3M India Pvt Ltd

Anjali Malhotra Nanda


Archana Sinha

Customer Experience Lead for Home Business
Reliance Jio

Dhiraj Kalra

Senior Director, Operations

Dilpreet Singh

Head - CRM, Loyalty & Customer Analytics

Kaushal Menghaney

Business Head, India - North and East

Manasi Chadha

Director Customer Experience
Uber India & South Asia

Minal Srivastava

Deputy Executive Director
Dalmia Cements

Mohit Varshney

Vice President-Head of Customer (Patient) Experience
Pristyn Care

Neelima Burra

EVP & Chief Commercial Officer
The Oberoi Group

Prasun Kumar

Chief Marketing Officer
Just Dial

Punit Banga

GM - Customer Experience & Analytics
Nissan Motor Corporation Ltd

Sameer Narkar

Founder & CEO
Konnect Insights

Shashi Ranjan

Head of Customer Experience
Dr Lal PathLabs

Sonam Agarwal

Partner - CX and Design Led transformation
EY India

Sumeet Singh

Group Chief Marketing Officer
Info Edge India Ltd

Vatsal Chaoji

Senior VP - Experience Design
ZEE Entertainment Enterprises Ltd

Vidyut Kaul

Head – Personal Health
Philips Indian Subcontinent

Vinod Bhat

Vistara Airlines


10:00 am - 10:30 am


10:30 am - 10:35 am

Welcome Address by Sanjay Sindhwani, CEO, Indian Express Digital

10:35 am - 10:50 am

Keynote Address:

Metaverse: Is the Future as we Know it About to Change Completely for Customers?


  • - Alan Boehme, Global CTO, H&M Group
10:50 am - 11:00 am

Industry Speak:

Unifying Customer Care and Marketing for a Seamless Experience


  • - Sameer Narkar, Founder & CEO, Konnect Insights
11:00 am - 11:50 am

Leaders' Discussion

CX Agility: Revving up the Tech Stack and, of course, the Revenue


  • - Kaushal Menghaney, Business Head, India - North and East, Freshworks
  • - Manasi Chadha, Director Customer Experience, Uber India & South Asia
  • - Punit Banga, GM - Customer Experience & Analytics, Nissan Motor Corporation Ltd
  • - Shashi Ranjan, Head of Customer Experience, Dr Lal PathLabs
  • - Anjali Malhotra Nanda, Founder, C-Xcel (Session Chair)
11:50 am - 12:15 pm

Visit to Booth & Tea Break

12:15 pm - 01:00 pm

Leaders' Discussion

Omnichannel CX: Crafting a Winning Strategy for the Revamped World


  • - Dhiraj Kalra, Senior Director, Operations,
  • - Mohit Varshney, Vice President-Head of Customer (Patient) Experience, Pristyn Care
  • - Sumeet Singh, Group Chief Marketing Officer, Info Edge India Ltd
  • - Sonam Agarwal, Partner - CX and Design Led Transformation, EY India (Session Chair)
01:00 pm - 01:40 pm

Lunch Break

01:40 pm - 02:20 pm

Leaders' Discussion

From "Expecting" Loyal Customers to "Delivering" Loyalty Towards Customers: An Imperative Shift


  • - Amitabh Khanna, Head-Customer Delivery, Mastercard
  • - Minal Srivastava, Deputy Executive Director, Dalmia Cements
  • - Prasun Kumar, Chief Marketing Officer, Just Dial
  • - Vidyut Kaul, Head – Personal Health, Philips Indian Subcontinent
  • - Neelima Burra, EVP & Chief Commercial Officer, The Oberoi Group (Session Chair)
02:20 pm - 03:00 pm

Leaders' Discussion

Redesigning Customer Experience with Tech at the Core: What the Future Looks Like


  • - Archana Sinha, Customer Experience Lead for Home, Reliance Jio
  • - Ajay Nambiar, COO-PYP,CSO, M3M India Pvt Ltd
  • - Vatsal Chaoji, Senior VP - Experience Design, ZEE Entertainment Enterprises Ltd
  • - Vinod Bhat, CIO, Vistara Airlines
  • - Dilpreet Singh, Head - CRM, Loyalty & Customer Analytics, ITC Ltd (Session Chair)
03:00 pm - 03:30 pm

Break and Change for FE FuTech Awards 2022

03:30 pm - 03:45 pm

Welcome Address and Award Intro

03:45 pm - 04:00 pm

Jury Chair Address by: CVL Srinivas, Country Manager, WPP in India

04:00 pm - 06:00 pm

FE FuTech Award Ceremony

Who Should Attend

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from e-commerce, banking, telecom, retail, pharmaceuticals, aviation, hospitality, automotive industries involved in:

Customer Experience Heads
Customer Relations Heads
Customer Service heads
Customer Loyalty Heads
Customer Operations Heads
Contact Centre Heads
Heads of Product Development and Innovation
Digital Transformation Leads
Head - Analytics


Hyatt Regency, New Delhi

Bhikaji Cama Place, Rama Krishna Puram,
New Delhi - 110066

Become a Partner

Generate Business Leads with our Target Market Approach
Chance to Showcase Thought Leadership by Co-Curating Content for your Target Audience
Heightened Brand Visibility with Pre and Post Event Engagement
Engage in Discussions with Leaders and Peers that are Vital to your Business Needs

Contact Us

For Partnership Opportunity


+9197178 54520

For Speaker Opportunity