Have you ever been a customer yourself? How does that help in providing exceptional customer experiences?

  • Think of the time you were stuck on hold, listening to repetitive music for 20 minutes, wondering if your call would ever be answered. You remember the frustration and uncertainty.
  • Have you ever had a barista remember your name and order? Or a support agent solve your issue in one go, then follow up the next day to check if things are fine?
  • Have you ever been on the receiving end of listening to robotic scripts, having to repeat the same issue to multiple agents, endless transfers, and unclear communication?

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    Do these statements resonate with you?

    Being a customer gives you something that no tool or dashboard can offer. It is empathy backed by real-life experience.

    It would make you ask, “What would I expect if I were in their shoes?”

    We want to discuss how our real-life experiences influence the customer experience we provide.

    In this panel, we want to discuss specifically:

  • What’s the most unforgettable customer experience you’ve had? Did that experience influence how you think about customer service today?
  • Why do brands forget that their employees are customers, too? How can CX leaders bring the ‘customer mindset’ into internal training, process design, and culture?
  • What happens after things go wrong? How can businesses turn frustrating experiences into loyalty moments?
  • Is empathy teachable, or does it come naturally? Should empathy be a hiring filter or a skill that’s trained?
  • What small changes can brands make today to show they’ve been there as customers? Can you give some examples that you use?

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    Registration Form

    Meet The Panelist

    Romi Bhattacharji
    Transactional Quality (GM)

    Romi Bhattacharji

  • Romi is a customer experience and contact center transformation leader with over 21 years of experience in driving customer satisfaction initiatives across BPO, telecom, BFSI, and eCommerce initiatives. She currently serves as the General Manager of transactional quality at Hexaware Technologies, where she leads AI-driven CX transformation initiatives, focusing on omnichannel transactional quality, compliance optimization, and digital process automation to enhance service excellence across multiple industries.

    • Senior Vice President - Head Broking and MFDs at Pramerica Life Insurance

    Rahul Karmarkar

  • Rahul functions as the Senior Vice President of Broking and MFDs at Pramerica Life Insurance, where he leads the alternate distribution channels. Rahul has over 25 years of experience across the BFSI industry, where his expertise includes team management, sales channels, P&L management, partnerships, and collaborating with cross-functional teams. He is an astute leader who has delivered impactful results in his career.

    • Manish Singh
    Director at ICS

    Manish Singh

  • Manish functions as a Director and Investor, and he is a BFSI expert. Manish is highly entrepreneurial and has over 23 years of experience building businesses in the Banking & Financial Services industry. His interests include investment banking, financial services, and real estate. He is a motivational leader and a confident communicator, and he is extremely growth-focused.

    • Executive Vice President at ClearTouch

    Uthaman Bakthikrishnan

  • I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.

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    Date

    May 07 2025

    Time

    5:00 pm - 6:00 pm

    Location

    The Bharat Connect
    Chennai
    Uthaman Bakthikrishnan

    Organizer

    Uthaman Bakthikrishnan

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