Do you agree with “Give us fast horses? We wouldn’t have automobiles today.

Just as sticking to “faster horses” would have limited the development of automobiles, relying solely on traditional methods of enhancing customer experience can constrain the potential for groundbreaking improvements. Companies must think beyond incremental changes and be open to innovative approaches that can transform the customer experience.

True customer-centric innovation involves looking beyond the noticeable improvements and considering what fundamentally new offerings could redefine the customer journey. For example, rather than just improving call center wait times, businesses could explore automated chatbots, virtual assistants, or self-service portals that provide faster and more efficient resolutions.

This panel discussion aims to address how you can bring customer-centric innovation into the mix.

Listen to our panelists discuss specifically:

Meet The Panelist

State Head Customer Service Delivery at Reliance Jio

Bikash Mohanty

Bikash has about three decades of experience working with majors like Reliance Telecom, Bharti Airtel, Essar, Tata Teleservices, Tate Tele Business Services, Jindal Steel & Power, and JIO Telecom. He is currently the state head of customer service delivery for JIO in Odisha. He has more than eight years of experience in managing end-to-end customer life cycles for diverse and complex portfolios.

Head of Customer Experience & Operations at Huru

Hitesh Dua

Hitesh is an experienced product leader in Fintech, Mobility, and Building Startups. He has 8+ years of experience in crafting customer-centric solutions. He currently works as the Head of Customer Experience and Operations at Huru. Before this, he had stints with INDmoney, Uber, Avenue Growth, and Testament, handling product development and customer experience functions.

Managing Director at Instivate Learning Solutions

Narendra Kumar

Narender has been an entrepreneur for more than three decades. In his career, he has helped organizations of various sizes, from startups to Fortune 500 organizations, with their training and development needs. He has offered sales and process consulting to organizations of various sizes and has helped many organizations enhance their customer focus. He has had an impact on the lives of more than 30000 professionals. He is currently the managing director of Instivate Learning.

Senior Manager - Sevice Delivery at Bill Gosling Outsourcing

Karan Gupta

Karan is the Senior Manager handling service delivery at Bill Gosling Outsourcing. He is a visionary and a results-driven, client-centric professional with close to a decade of experience in driving business and revenue growth. Karan has extensive experience in a wide range of outsourced industries. He drives operational excellence with customers in the middle of everything.

Executive Vice President 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.