How satisfied are you with the customer service we offer?

Think back to the last time you reached out to customer service. Maybe you found yourself stuck on hold, wondering if anyone would ever pick up. Or you spoke to someone who listened carefully and resolved your query in a single interaction.

On the flip side, many of us experience the frustration of robotic scripts, having to repeat our issues multiple times, bouncing between agents, and receiving confusing responses that leave us more confused than reassured.

All of these moments stay with us, which shapes our perception of the brands that we interact with.

This panel aims to discuss how these lived experiences influence not just how customers feel but also how organizations can better design their service strategies to meet and exceed expectations.

In this panel, we want to discuss specifically:

• What is the most memorable customer service experience you’ve had, and how has it shaped your view of great service?
• Why do some companies forget that their employees are customers, too, and how can we bring a stronger customer mindset inside the organization?
• When things go wrong, how can a business turn a frustrating experience into a moment that builds customer loyalty?
• Is empathy something people are born with, or can it be taught and developed in customer service teams?
• What small but effective changes can brands make right now to show customers that they truly understand their experience?

Meet The Panelist

Principal Consultant at Wipro

Krishnan Chidambaram

He is a Principal Consultant at Wipro and a Salesforce specialist with over 16 years of experience in IT. He holds 23 Salesforce certifications and has led global implementations across industries like life sciences, banking, and regulation.

With deep expertise in Service Cloud and CX transformation, Krishnan bridges technology and user experience to deliver scalable, human-centered solutions. His work has helped organizations simplify complex systems and elevate customer engagement at scale.

Head of Customer Support at Signzy

Nandan Kamat

A seasoned customer experience leader with over 15 years of experience across Signzy, Gameskraft, Amazon, and more. At Signzy, he heads Customer Support and has led innovations like an AI-driven self-service portal that improved CSAT by 28% and cut support queries by 25%.

Previously at Gameskraft, he introduced in-app support and WhatsApp for Business, a few CX firsts in the real-money gaming space. Nandan brings a powerful blend of operational expertise and customer empathy, making him a strong voice on how technology and strategy can transform customer experience.

Head Customer Service at Parag Milk Foods

Kailash Swami

An accomplished CX leader with 15+ years in customer service and operations. At L&T Finance, he led a 130-member team across 11 business lines, driving improvements in First Contact Resolution and NPS while ensuring strict regulatory compliance.

Now the Head of Customer Service at Parag Milk Foods, Kailash specializes in CRM optimization, automation, and CX strategy. A PMP and Six Sigma professional, he combines operational precision with a passion for innovation, and even has experience leading high-altitude treks.

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.