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Beyond the Bots
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November, 2025
An Initiative by 
Overview
With increased digital adoption by companies amid intense competition, customer experience is proving to be the big differentiator. While AI-powered chatbots can engage customers in conversation, the human element still dominates. In a PwC survey, nearly 75% of respondents out of 12 countries said they still prefer interacting with a human. However, technology can empower humans to engage better by providing predictive analytics, integrating multi-channel data, to come up with personalised solutions for customers.
Yet, in a data-driven era, awareness of data privacy, compliance with regulations, and prioritising security is a key area of providing a seamless customer experience and managing reputation. Conversational AI can learn from human interactions to provide better services. Digitisation has helped engage customers at multiple touchpoints, and AI can help provide a seamless experience from one platform to another.
At FE CX Connect, thought leaders, marketers and industry veterans will come together to discuss the latest trends in CX and how to improve the experiences using digital tools.
Key Highlights
8
Hours of Networking
8+
Knowledgeable Sessions
30+
Speakers
150+
CX Experts
Sessions will focus on
The Human-AI Balance in Customer Experience
Leveraging Technology for Personalized Customer Solutions
Data Privacy, Security, and Compliance in CX
The Role of Conversational AI in Enhancing Customer Service
Why Attend
Gain Actionable Insights from Industry Leaders
Engage in expert discussions on how to leverage AI, data analytics, and personalized interactions to create exceptional customer journeys
Expand Your Professional Network
Connect with top CX, digital, and marketing professionals, fostering valuable relationships and collaborative opportunities.
Discover the Future of Customer Experience
Explore the latest trends and innovations shaping CX and gain a competitive edge in the evolving market.
WHO SHOULD ATTEND
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CDOs, CIOs,
CMOs -
Customer Experience Heads
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Customer Relations
Heads -
Customer Service
heads -
Customer Loyalty
Heads -
Customer Operations Heads
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Contact Centre
Heads -
Heads of Product Development and Innovation
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Digital Transformation Leads
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Head - Analytics
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
Speakers
Alan Boehme
CTO
H&M Group
Minal Srivastava
Deputy Executive Director
Dalmia Cements
Manasi Chadha
Director Customer Experience
Uber India & South Asia
Vidyut Kaul
Head – Personal Health
Philips Indian Subcontinent
Punit Banga
GM - Customer Experience & Analytics
Nissan Motor Corporation Ltd
Anjali Malhotra Nanda
Founder
C-Xcel
Neelima Burra
EVP & Chief Commercial Officer
The Oberoi Group
Sameer Narkar
Founder & CEO
Konnect Insights
Archana Sinha
Customer Experience Lead for Home Business
Reliance Jio
Dilpreet Singh
Head - CRM, Loyalty & Customer Analytics
ITC Ltd
Prasun Kumar
Chief Marketing Officer
Just Dial
Shashi Ranjan
Head of Customer Experience
Dr Lal PathLabs
Dhiraj Kalra
Senior Director, Operations
Paisabazaar.com
Ajay Nambiar
Chief Operating Officer-PYP and Chief Service Officer
M3M India Pvt Ltd
Vatsal Chaoji
Senior VP - Experience Design
ZEE Entertainment Enterprises Ltd
Vinod Bhat
CIO
Vistara Airlines
Sumeet Singh
Group Chief Marketing Officer
Info Edge India Ltd
Kaushal Menghaney
Business Head, India - North and East
Freshworks
Sonam Agarwal
Partner - CX and Design Led transformation
EY India
Mohit Varshney
Vice President-Head of Customer (Patient) Experience
Pristyn Care
