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Thursday, 11th May 2023

8:30 AM - 5:30 PM



Data Driven Decision making for superior Customer Experience

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About the

It is said that customers are just people who want to be treated with Compassion. They are always looking for excellent human interactions and are willing to pay a price for it and also staying loyal.  


Meeting shifting customer expectations and providing exceptional customer experiences are the top priority of every business today. A lot had changed post COVID 19 and the customer has become more flexible and more accepting of change as a whole. Having said that, business now need to learn how to meet heightened expectations and satisfy changing tastes.  


In today's time, data driven decision making is the key to most challenges faced in the customer experience function. Analytical outcomes help businesses meet customer expectation and provide positives experiences that foster loyalty and boost customer retention.   The year 2022 has seen CX being driven by AI & IoT, leveraging technology driven solutions to challenges by building deeper connections with their customers.  


Immersive & Hybrid experiences with the emergence of Metaverse is said to be the next evolution of social connection which will add a new realm to customer experience by integrating AR & VR.  


A holistic strategy not eliminating the human element is a very necessary trait every customer experience should be stamped by. Humanizing technology is what the next big challenge seems to be.  


Be part of this Summit to lean from our Speakers experiences and get actionable insights of solutions that helped them overcome challenges on their journey in strategizing to strive for superior experiences for their customers. 

Hybrid experience

Focus of the Summit

  • Understanding Customer Psychology

  • Data Driven Decision making

  • Customer Centric Transformation

  • Digital CX

  • CX Maturity pathway Mapping

  • Strategies for ensuring Customer Loyalty

  • Humanizing Technology for better CX

Who should attend?

MD, CXO, VP, AVP, Heads of:

  • Customer Experience

  • Customer Service

  • Customer Relationship

  • Customer Loyalty

  • Consumer Insights & Analytics

  • Operations

  • Contact Centre

  • Product Development

  • Digital

  • Innovation & Technology

  • Marketing

  • User Experience

Industry Focus

The summit will be attended by 150+ participants from BFSI – Fintech & Financial Services, NBFC, Aviation, IT & BPM, Telecommunication,  E-commerce, Healthcare, Food & Beverages, D2C, Retail, Pharmaceuticals, Tourism & Hospitality so on and so forth.


This summit will bring end customer under one roof where you can perfectly showcase your solutions and service CRM, WhatsApp solutions, Chatbot solutions, SMS solutions, e-mail solutions, voice solutions, marketing automation, user experience solutions, data security solutions, CX process improvement solutions, customer experience management solutions, digital solutions, salesforce automation, customer retention solutions etc.


08:30 AM

Registration & Breakfast

09:00 AM

Welcome address by Empiric Business Media

09:15 AM

Ice Breaking Session

09:30 AM

Empathetic Customer Experience - 
Developing meaningful connections

09:50 AM

The Role of the Chief Customer Officer – 
The voice of the Customer

10:10 AM

Marketing in the Digital Age –  Social Media is the Star

10:30 AM

Customer Centric Transformation - 
Empowering the Customer

10:50 AM

Deep Dive

11:10 AM

Networking Break

11:40 AM

Panel Discussion: Digital CX – 
Transforming your Business

12:20 PM

Artificial Intelligence – The Modern face of CX

12:40 PM

Customer Experience Analytics - 
Data speaks Volumes

01:00 PM

Networking Lunch

02:00 PM

Customer Loyalty – A Happy Customer 
keeps coming back for more

02:20 PM

CX Maturity Pathway Mapping - 
Focus on the Journey

02:40 PM

The CX Workforce – The most patient & 
Emotionally Intelligent set of people

03:00 PM

Structures & Metrices in CX – 
Measuring Customer Satisfaction

03:20 PM

Deep Dive

03:30 PM

Networking Break

04:00 PM

Panel Discussion :
CX of the Future – Superlative Experiences

04:45 PM

Q&A with the Audience

05:30 PM

Thank you note & Closure of Summit

05:00 PM

2nd Edition CX Innovation & Technology Awards 2023

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