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Improving the Services Sector
Aug 25, 2015

CII’s National Service Sector Excellence Summit 2015 in Mumbai

Delivering an important message on the critical urgency for organization to embed customer delight in their DNA, while figuring out the revenue models for business growth and sustainability was the underlying theme of CII IQ’s  first ever National Services Sector Excellence Summit 2015 “Delighting the Always Connected Customer: New Era of Services” held today at Mumbai. 

Summit Chairperson, Ms. Chitra Ramkrishna, Managing Director & CEO, National Stock Exchange of India Ltd in her opening comments said "With majority of our GDP coming from the service sector, it’s no wonder that we are the second fastest growing service economy in the world. Excellence in service needs to become sustainable and the benefit should spread to people beyond the definition of traditional service sectors like IT, Banking and Finance. At NSE, we continuously engage ourselves with various stakeholders, to foster the growth of financial markets through our products and services." 

Delivering the inaugural address at the Summit, Mr. Uday Kotak, Executive Vice Chairman and Managing Director, Kotak Mahindra Bank Limited spoke about how user, usage and monetization were the new reality for businesses. He delved into the importance of companies recognizing that in today’s digitally connected world every customer needed to be serviced with similar experiences. The ability to delight every customer uniformly was the real test for a successful business model. Further he pointed out that the downside of businesses getting complacent about legacy, the need to always be evolving to deliver customer experiences driven by digital as success in market places was becoming increasingly transient. 

In his special address, Dr. Mukund Rajan, Member, Group Executive Council and Brand Custodian and Chief Ethics Officer, Tata Sons Limited said that consistency in thought of successive Tata Leaders, and complete alignment of values, people and technology are the basis of the Tata brands’ reputation through its history. The Tata Code of Conduct represented the organizations’ commitment and values to serve the interest of all stakeholders. 

Mr R Mukundan, Co-Chairman, CII Institute of Quality & Managing Director, Tata Chemicals Ltd in his theme address spoke about the importance of the Services Sector in changing the profile of the Indian economy. CII Institute of Quality is constantly endeavoring to raise the bar for Indian businesses through its vast array of services and activities namely Business Excellence, Quality Management Systems, Lean Six Sigma and TPM. 

The Summit highlighted the changing dynamics of how companies are embracing Big Data and SMAC to delivery services to the ever connected customer, developing new business models to create critical differentiator in today’s hypercompetitive, hyperconnected global marketplace. Companies that embraced digital technologies and invested in improving customer experiences are able to identify new growth opportunities and enhance performance. 

The Sessions focused on key areas of impact for services organisations, namely Building a Service Excellence Culture and High Performing Teams to deliver Superior Customer Experience; Redefining Customer Experience and Brand Loyalty through SMAC and Big Data, Big Delight: New Era of Always Connected Customer Experiences. A distinguished panel of practitioners engaged in lively discussions on areas related to how are organisations reinventing themselves to service the rapidly dynamic aspirations of the always connected customer; how organisations are integrating the power SMAC and the tacit organisational knowledge to transform and strengthen their service and delivery advantage to deliver superior customer experiences and service the omnichannel customer and build brand loyalties; and businesses are improving their customer service and customer management ecosystem  by using Predictive Analytics. 

The speakers at the Summit included Arjun Vaidyanathan, Partner- Sales and Markets, KPMG India;  Debjani Ghosh, Vice President- Sales and Marketing Group & Managing Director, South Asia, Intel Technology India Private Limited; Gaurav Loria, Group Coordinator- Quality, Apollo Hospitals Group; Ganesh Natarajan, Vice Chairman and Chief Executive Officer, Zensar Technologies; MS Ashok, Chief Operating Officer, Accentiv’ (India) Private Limited; Neeraj Moorjani, Associate VP , Head – Customer Lifecycle Management, Marketing & Corporate Communications, Cholamandalam MS General Insurance Company Limited; Neha Punater, Partner - Management Consulting, KPMG India; Raguram Gopalan, Senior Vice President- Business Transformation Services, Tata Business Support Services; Rattan Keswani, Deputy Managing Director, The Lemon Tree Hotel Company; Sharad Mohan, Managing Director and Country Head- Sales & Distribution, Global Consumer Bank, Citibank; Shashidhar Sinha, Chief Executive Officer, IPG Mediabrands; Srikanth Velamakanni, Co-founder and Chief Executive Officer, Fractal Analytics Private Limited; S Swaminathan, Chief Executive Officer, Hansa Customer Equity Private Limited; Vishal Bali, Co-founder & Chairman, Medwell Ventures Private Limited; Vinita Bhasin, Senior Vice President- Head Service Excellence and Customer Operations , Max Healthcare; Venkatramani K, Chief Executive Officer- Heritage Brands, Arvind Lifestyle Brands Limited and Yusuf Poonawala, Vice President – Bharat Deko, Duniya Dekho & Inbound, Cox & Kings Limited.


25 August 2015 


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