How easy was it to complete your task today? How easy was it for you to reach our customer service?

In an era where customers expect everything instantly and intuitively, ease isn’t just a nice-to-have; it’s a key driver of satisfaction and loyalty.

Two moments define how a customer feels about your brand: When they are trying to complete a task, and when they are trying to get help. If either one feels like hard work, the damage is already done.

This panel aims to explore the real meaning of ease in customer experience. How do you measure it? How do you improve it? And more importantly, how do your customers perceive it?

In this panel, we want to discuss specifically:

• Do we know what our customers actually find hard? Do seemingly simple tasks become a point of friction for customers?
• Ease vs. Delight: Are we chasing the wrong metrics? Should we aim for ‘wow moments’ or eliminate friction?
• How do you design support journeys that feel reachable and responsive, even when agents aren’t immediately available?
• Proactive vs. reactive support. How have you reduced inbound support by proactively addressing friction points?
• Whose job is ease anyway?

Meet The Panelist

Customer Relations Specialist

Shreeya Ganguly

Shreeya is a Customer Relations Specialist. Previously, she was part of the customer experience teams at Welspun, ICICI Bank, Kotak Mahindra, HDFC, and Shriram Housing Finance. Her expertise includes customer service, change management, project management, strategic planning, negotiation, and team building, among other areas. She has led cross-functional initiatives that enhanced employee experience and generated 100 crores in revenue through workforce productivity solutions.

Head of Customer Service at Jupiter

Nikhil Godbole

Nikhil has over 20 years of experience in building high-impact customer service organizations that scale, perform, and delight across the Fintech and Travel tech domains. He has had customer experience stints with EXL Service, Infosys BPO, ClearTrip, and Jupiter Money. He believes in transforming customer support into an organization's growth engine, and he has various accolades throughout his career.

Assistant General Manager Operations at AGOS Aviation

Soumitra Chakraborty

Soumitra currently functions as the AGM Operations of AGOS Aviation. Prior to this, he has held stints with Aircel, MTS Group, Domino's, INOX Leisure, Sulekha, Fusion BPO Services, and Hansa Direct. He has over 17 years of experience in setting up high-performing operations teams and scaling operations to support large-scale performance. His expertise includes customer lifecycle management, customer engagement, customer success, workforce management, and strategy formulation & execution.

Executive Director at Kaima Asset

Abhishek Luthra

Abishek, an alumnus of IIM-Calcutta, is the founder of Kaima Asset. His expertise encompasses the entire investment advisory process. Prior to founding Kaima, he had stints with Aditya Birla Finance, Axis Bank, and Kotak Life. He is a personal finance professional, financial literacy coach, orator, poet, writer, and investor.

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.