The India CX Power Summit & Awards Series 2025

From Customer Insight to ROI: The CX Power Play

13^th November 2025 | Radisson Blu Hotel, Atria Bengaluru

About Event

The India CX Power Summit & Awards Series 2025

The India CX Power Summit & Awards Series 2025 is a premier one-day gathering of 100+ senior decision-makers driving customer experience, digital transformation, CRM, and marketing innovation across major industries in India. Set in the vibrant tech and innovation hub of Bangalore, the summit will explore how brands can maximize ROI by translating customer insight into scalable CX strategies through personalization, automation, and emerging tech. The day will feature two high-powered panel discussions, 16 hyper-focused presentations, curated networking, and an exclusive CX awards ceremony celebrating excellence in customer experience across sectors.

Event Objectives

Unpack the latest trends, tech, and strategies in customer experience management

Connect CX professionals with solution providers enabling personalized, data-driven engagement

Offer real-time insights into ROI-centric CX frameworks

Recognize leading brands through the India CX Power Awards

Opportunities

Surge in demand for omnichannel experiences

Growth in customer data platforms (CDPs) and real-time analytics

Acceleration of AI and ML adoption in customer service

Regulatory push for data privacy and CX compliance

KEYNOTE SPEAKER

Jayesh Ranjan IAS

Special Chief Secretary, Chief Minister’s Office (CMO) Special Projects (SPEED), Investment & Industry (I&I) Cell. Tourism, Culture, Heritage, Youth Advancement &Sports Department

Government of Telangana

SPEAKERS

Thomas Muthoot John

Executive Director

Muthoot Microfin Ltd

Archna Gupta

Group Head - Operation & Service Excellence, Preventive Health

Apollo Hospitals

Sricheta Das

Vice President - Strategic Partnerships & Digital Lending

Kinara Capital

Reenaa Evans

Senior Director Of Operations

Acko

Kalpesh S Dave

Deputy CEO

Bajaj Capital Ltd.

Itti Singh

VP - Head of Analytics and Data Science - DLL

Landmark Group

Jaydeep Chakrabarty

Director of AI in Tech

Piramal Finance

Sreemoyee Dastidar

CoE Lead - Customer Experience

Philips

Alok Kumar

Director UX

Myntra

Tushar Joshi

Director Transformation - CS&Q

Schneider Electric

Sathish Kumar

Chief Creative & Digital Communications Officer, Head D2C

Brand Studio Lifestyle Pvt Ltd.

Dr. Ashish Bajaj

Group Chief Marketing Officer

Narayana Health

Palani Balasubramanyam Nama

Head - Digitalization & IT for Operations

Mashreq Bank

Linish Theodore

Director-CX

Smallcase

Dr. Divyanshu Raval

Founder & CMD

Softpills Lifesciences Private Limited

Kanchan Karkal

Vice President Customer Experience

RED Health

Pankaj Parihar

Director - CX

Jar

Badrinath Chebbi

Director & Regional Leader Digital Customer

Boeing

Priya Chakravarthy

Head of Experience & Training

Snabbit

Shruthi Bopaiah

EVP & Head - Customer Obsession

Axis Bank

Sekh Hosne Mobarak

Director-Customer Experience

Rapido

Market Size & Opportunity

01

CX Tech Market in India: Expected to grow from \$2.5B in 2023 to \$6.8B by 2028

03

Customer expectations: Over 70% of consumers in India say their experience with a brand is as important as its product/

02

85% of Indianbusinesses plan to increase investment in CX tools in 2025

04

AI and Automation: 64% of Indian enterprises are
exploring AI-led personalization for CX

Who Should Attend

Senior decision-makers and practitioners from the following roles:

Chief Customer Officers

Heads of Customer Experience

VPs/Directors of Digital Transformation

CMOs / Heads of Marketing

CRM / Loyalty / Retention Heads

Heads of Customer Service & Support

CX Design & UX Leads

Heads of Product & Innovation

Who Should Sponsor & Why

CX Platforms & SaaS Providers

AI & Automation Tools

CRM & CDP Solutions

Chatbot & Virtual Assistant Platforms

Personalization & Omnichannel Tech

Voice of Customer & Feedback Tools

Loyalty & Rewards Solutions

Analytics & Performance Measurement Firms

Sponsorship Benefits

Position your brand as a category leader among 100+ decision-makers

Gain qualified leads through curated matchmaking and delegate wish lists

Maximize brand recall via on-site, digital, and post-event branding

Participate in the prestigious CX Power Awards ceremony

Deliver focused 10-minute solution presentations to a highintent audience

Our Sponsor

Silver Sponsor

Media Partners

Series Sponsor

Event Agenda

08:30 – 09:30 AM

Registration & Breakfast

Attendees can register for the summit and enjoy a delightful breakfast.

09:30 – 09:35 AM

Registration & Networking

A final opportunity for registration and informal networking before the main sessions begin.

09:35 – 09:50 AM

Opening Keynote: The Future of CX – From Channels to Journeys

Theme: Exploring how Indian businesses can balance automation with empathy...

09:50 – 10:35 AM

Panel Discussion 1: Humanizing Digital CX – Where Empathy Meets AI

This panel will delve into strategies for integrating AI into CX...

10:35 – 10:50 AM

Q&A Session

An open forum for attendees to ask questions.

10:50 – 11:20 AM

Networking Coffee Break

Take a refreshing break to network with fellow attendees.

11:20 – 11:30 AM

Presentation on Leveraging Omnichannel Platforms to Create Seamless Customer Journeys

Explore how integrating various customer touchpoints can lead to a unified and superior customer experience across all channels.

11:30 – 11:40 AM

Presentation on Harnessing Customer Data Platforms (CDPs) for Personalization at Scale

Learn how CDPs can be utilized to collect, unify, and activate customer data for highly personalized interactions.

11:40 – 11:50 AM

Presentation on AI-Driven Customer Support: Balancing Automation and Empathy

Discover best practices for implementing AI in customer support to improve efficiency without losing the human touch.

11:50 – 12:00 PM

Presentation on From Data to Delight: Real-Time CX Analytics and Feedback Loops

Understand how real-time data analysis and feedback mechanisms can continuously optimize customer experiences.

12:00 – 12:10 PM

Presentation on Hyper-Personalization in the Age of Privacy Regulations

Discuss strategies for delivering highly personalized experiences while navigating the complexities of privacy regulations.

12:10 – 12:20 PM

Presentation on Modern CRM for Modern Customers: Centralizing Interactions for Higher Retention

Explore how modern CRM systems can centralize customer interactions to boost retention and foster loyalty.

12:20 – 12:30 PM

Presentation on Voice, Video & Vernacular: Shaping the Next Wave of CX in India

Understand the growing importance of multi-modal and multi-lingual customer experience in the Indian market.

12:30 – 12:40 PM

Presentation on Contact Centre Modernization: Cloud, AI & Agent Experience

Discuss how cloud solutions and AI are transforming contact centers and improving agent experiences.

12:30 – 12:40 PM

Presentation on Journey Orchestration: Stitching Data, Channels, and Moments Together

Learn about orchestrating seamless customer journeys by integrating data from various channels and touchpoints.

12:50 – 01:00 PM

Presentation on B2B CX: Building Trust and Loyalty in High-Value Transactions

Strategies for developing strong customer relationships and ensuring loyalty in complex B2B environments.

01:00 – 02:00 PM

Networking Lunch Break

Enjoy a delicious lunch and further networking opportunities.

02:00 – 02:10 PM

Presentation on Social Listening and Sentiment Mining for Instant CX Optimization

Discover how to leverage social listening and sentiment analysis to gain real-time customer insights.

02:30 – 03:15 PM

Panel Discussion 2: From Insight to Action – Delivering Measurable CX ROI

This panel explores how to translate customer insights into tangible actions that deliver measurable ROI.

03:15 – 03:30 PM

Q&A Session

An interactive session for attendees to engage with the panelists.

03:30 – 04:00 PM

Networking Coffee Break

Another opportunity to network and connect with peers.

04:00 – 04:10 PM

Presentation on Customer Onboarding Reimagined: Frictionless Experiences Across Industries

Learn about innovative approaches to customer onboarding that create smooth and engaging first impressions.

04:10 – 04:20 PM

Presentation on Next-Gen Loyalty: Moving Beyond Points to Emotions & Experiences

Explore how to build lasting customer loyalty by focusing on emotional connections and memorable experiences.

04:20 – 04:30 PM

Presentation on Delivering CX ROI: Measurement, Attribution & Strategic Alignment

Strategies for effectively measuring the ROI of CX initiatives and aligning them with overall business objectives.

04:30 – 04:40 PM

Closing remarks: The CX Power Playbook for 2026

A summary of key takeaways and a forward-looking perspective on the future of customer experience in 2026.

04:40 PM Onwards

India CX Power Awards 2025

Recognizing excellence in CX innovation and transformation across industries.

The India CX Power Awards 2025

Individual Categories

The India CX Power Summit & Awards Series 2025

From Customer Insight to ROI: The CX Power Play

13th November 2025 | Radisson Blu Hotel, Atria Bengaluru

About Event

The India CX Power Summit & Awards Series 2025

Event Objectives

Opportunities

KEYNOTE SPEAKER

SPEAKERS

Market Size & Opportunity

01

03

02

04

Who Should Attend

Who Should Sponsor & Why

Sponsorship Benefits

Position your brand as a category leader among 100+ decision-makers

Gain qualified leads through curated matchmaking and delegate wish lists

Maximize brand recall via on-site, digital, and post-event branding

Participate in the prestigious CX Power Awards ceremony

Deliver focused 10-minute solution presentations to a highintent audience

Our Sponsor

Silver Sponsor

Media Partners

Series Sponsor

Event Agenda

Registration & Breakfast

Registration & Networking

Opening Keynote: The Future of CX – From Channels to Journeys

Panel Discussion 1: Humanizing Digital CX – Where Empathy Meets AI

Q&A Session

Networking Coffee Break

Presentation on Leveraging Omnichannel Platforms to Create Seamless Customer Journeys

Presentation on Harnessing Customer Data Platforms (CDPs) for Personalization at Scale

Presentation on AI-Driven Customer Support: Balancing Automation and Empathy

Presentation on From Data to Delight: Real-Time CX Analytics and Feedback Loops

Presentation on Hyper-Personalization in the Age of Privacy Regulations

Presentation on Modern CRM for Modern Customers: Centralizing Interactions for Higher Retention

Presentation on Voice, Video & Vernacular: Shaping the Next Wave of CX in India

Presentation on Contact Centre Modernization: Cloud, AI & Agent Experience

Presentation on Journey Orchestration: Stitching Data, Channels, and Moments Together

Presentation on B2B CX: Building Trust and Loyalty in High-Value Transactions

Networking Lunch Break

Presentation on Social Listening and Sentiment Mining for Instant CX Optimization

Panel Discussion 2: From Insight to Action – Delivering Measurable CX ROI

Q&A Session

Networking Coffee Break

Presentation on Customer Onboarding Reimagined: Frictionless Experiences Across Industries

Presentation on Next-Gen Loyalty: Moving Beyond Points to Emotions & Experiences

Presentation on Delivering CX ROI: Measurement, Attribution & Strategic Alignment

Closing remarks: The CX Power Playbook for 2026

India CX Power Awards 2025

The India CX Power Awards 2025

Individual Categories

CX Leader of the Year

CX Visionary of the Year

CX Rising Influencer

Customer Empathy Champion

DataDriven CX Analys

Experience Design Architect

CX Storyteller of the Year

Frontline Hero

CX Mentor of the Year

Multiling ual CX Specialist

Proactive Service Expert

CX Change Maker

Inclusive CX Advocate

Mobile Experience Specialist

CX Operations Leader

SaaS CX Expert

CX Complian ce and Ethics Leader

CX Innovator in Sustainabil ity

Customer Advocacy Champion

CX Researcher of the Year

CX Resilience Leader

Corporate Categories

CX Team of the Year

CustomerObsessed Culture Award

Best Use of Customer Sentiment Analysis

13^th November 2025 | Radisson Blu Hotel, Atria Bengaluru