Businesses today are not competing with just their competitors, they are competing with the last best experience their customers had. As everyday objects and experiences become digitised and connected, customers are demanding – and smart businesses are providing – technology experiences centred on the preferences of individuals. In the era of big data, hyper-personalised objects are creating a ‘Market of One’. This is only possible by data being king, especially in a world that will be increasingly driven by AI which uses data to develop its algorithms.

When every car, home and consumer device has its own conversation with customers, enterprises must work hard to make sure they get those experiences right before someone else does. Companies that succeed in this Market of One will become the next generation of household names.
CX is now the #1 business differentiator, and Fortune 1000 companies are trying to offer delightful experiences to their customers at every touchpoint, adapting in the new consumer demands with hyper personalisation at the core of every strategy. 

Together, we will examine future priorities and recommendations, focusing on topics such as:

  • Developing a “total experience” strategy to create interlinked experiences for customers and employees
  • Creating exceptional customer experiences using a Design Thinking approach
  • Building “fusion teams” across business and IT to drive CX and UX strategies
  • Understanding the role of the digital experience platform in powering digital transformation
  • AI and other emerging technologies, and their use in CX and UX 

The 2nd edition of Mint India CX Summit is coming to Mumbai on September 29, 2022, with innovative customer experience leaders from top brands in India. 

This year’s edition is an in-person event featuring interactive sessions, insightful key notes from industry leaders and face-to-face networking opportunities with a highly relevant and engaged audience. The summit will also be streamed virtually via for increased reach and higher engagement. 


1:30 PM onwards
  • 1:30 PM – 3:00 PM

    Registration & Networking Lunch

  • 3:00 PM – 3:20 PM

    Welcome Address & Opening Keynote: MANIFESTING THE MARKET OF ONE

  • 3:20 PM – 3:40 PM

    Fireside chat: Customer Experience The Fulcrum of Transformation

    We are standing at a unique precipice. In this digital world, with customers increasingly cited as a key driver of loyalty, business growth = 24/7 competition for customer attention. Organizations need to create a brand-new growth blueprint on factors such as digital natives, customer interactions, and aesthetic DCX.  But, HOW can we embed digital strategies into operational models? How can we make the digital experience a turning point for customers?

  • 3:40 PM – 4:05 PM

    Panel Discussion: Predictive Customer Analysis: Future of CX

    In a post-pandemic era, customer expectations have changed drastically. To stay ahead, serve better, and keep the growth curve upward, businesses need a better and more constructive approach to dive deep into gaps, pain points, and challenges of customers.

    Here traditional approach to measure CX based on the survey, CES, and NPS don't suffice. To get granular insight into the CX cycle, we need humungous data as everything today depends on the data pool. The FRACTURE POINT is—how to navigate the shift from automation to prediction. How do we enrich a company with real-time insights? How can data & analytics transform the art & science of CX?

  • 4:05 PM – 4:35 PM

    Tea Break

  • 4:35 PM – 4:55 PM

    Special Address: Marcomm + Techcomm: The Convergence of Customer Communications

    Indeed, COVID-19 has forced organizations to adapt to policies and operations rapidly. Yet, there are ample challenges to resolve, particularly in customer communications, to increase engagement, accelerate processes, improve relationships, and drive revenue.  How does the separation between Marcomm and Techcomm impact today's enterprises? How can we strategically integrate Marcomm and Techcomm? How will this collaboration enable the type of relevancy and communication that customers today crave? 

  • 4:55 PM – 5:15 PM

    Fireside chat: What's NEXT in CX Evolution?

    Emerging technologies momentum is relentless. New advancements are shared, tried, tested, built, and reshaped every single day. These emerging technology trends have the potential to empower the customer experience radically. The challenge is to unlock the shared value and convergence that these experiences create.

    To catch the next super cycle of advanced tech with impactful CX and stay ahead of the competition, a business must cater to the human behind the customer. For the same, the ASK is—HOW to deepen Web3 CX with emerging technology trends? How to process automation and future-proof CX?

  • 5:15 PM – 5:40 PM

    Panel Discussion: Contactless CX: Need of The Hour

    By 2026, 1 in 3 organizations will have metaverse-ready solutions. 25% of people will send 1 hour out of every 24 hours on the metaverse.  This will imply future CX— breaking down global barriers, blurring the gap between contact centers and self-service, bolstering customer engagement mix, augmenting remote revolution, etc.

    More than ever, future customers won't compare a brand with their competitors. The competition will be with the best service that they offer. How can we power up next-gen CX delivery? How can we combine multiple technologies for exceptional CX?. How do we build a touchless experience, delivering the passion and warmth typifying our unique experience?

  • 5:40 PM – 6:00 PM


  • 6:00 PM – 6:20 PM

    Fireside chat: Leverage Cyber Security to Build Customer Trust

    With the sudden influx of technologies and integrations, cybersecurity risks are also increasing. This, in turn, is further augmenting the need for consumer data protection. Cybersecurity seems to be a strategic tool to build customer confidence. It informs customers about what, how, and when data is collected, stored, and used. It even gives the customer option to opt out or delete. As a result, it polishes customer loyalty. Nonetheless, the ASK is—How does the dynamic roadmap of secure and quality CX posture look like in this changing digital landscape?

  • 6:20 PM – 6:45 PM

    Panel Discussion: Digital Data+ Cross Functional Insights = Better CX

    Today data is the heart of decision-making. Companies across the globe are integrating their marketing data with multiple other business sources like customer service, CRM, sales, supply chain management, etc. This, as a whole, is providing valuable insights into customer behaviors.

    Getting ins and outs of customers and prospects is directly proportional to success. The reason is, that this qualitative and quantitative analysis provides a solution to customer mysteries. Helps increase profits and save costs by collaborating on each customer’s journey fundamental. But the ASK is—HOW can we benefit the business with a robust alliance of cross-functional data analysis?

  • 6:45 PM – 7:00 PM

    Closing remarks

  • 7:00 PM – Onwards

    Cocktails & Dinner

Speakers 2022


Nitin Jain

Head of Customer Experience, Mondelez International

Mufazzal Arif

VP - Data Science and Consumer Analytics, HDFC Bank

KV Dipu

Senior President - Head Operations and Customer Service, Bajaj Allianz General Insurance Company

Vijaybahu Joshi

AVP - Head of Experience Design, Reliance Jio India

Deepanjan Dey

Head Data Management, SBI Mutual Fund

Nikhil Asopa

Senior Vice President & Head Customer Service, Tata Digital

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