ICS 2020 Agenda

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10:00 am remove 10:10 am
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INTRODUCTION TO ICS 2020 AND A VIRTUAL TOUR OF VARIOUS ACTIVITIES AT ICS 2020

Siju Narayanan, Chief Experience Officer, RexEmptor Consult

10:10 am remove 10:30 am
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THE 2020 DIGITAL RETAIL CX: THE NUMBERS, THE INSIGHTS, AND THE OPPORTUNITIES

Earlier this year, Forrester polled over three thousand Indian customers about their experiences with leading digital retail brands. What insights do the numbers reveal? How has the Indian consumer changed through the pandemic? And what opportunities lie ahead for digital retail brands in the sub-continent? Join Forrester analysts Amit Bhatia and Satish Meena to hear more about the state of digital retail CX this year and what prospects the future can bring

Amit Bhatia, Senior Analyst (CX), Forrester India
Satish Meena, Senior Forecast Analyst, Forrester India
10:35 am remove 10:55 am
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CUSTOMERS & THE NEW REALITY – PREPARING THE BUSINESS FOR EVOLVING CONSUMER NEEDS, BEHAVIOURS AND EXPECTATION

Saloni Nangia, President, Technopak

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SUSTAINABLE. RESILIENT. PREPARED: BUILDING A RETAIL ECOSYSTEM FOR THE #NEWNORMAL

Times have changed. Now, with the pandemic playing the cards, we hardly have any control over the market and its functions. Every retailer and brand is tweaking their working patterns to suit the need of the hour. What is the right approach to remain steady in business? How to navigate the rough seas without losing control?

Paul Martin, Chairman Global Retail Group & UK Head of Retail, KPMG LLP
11:30 am remove 11:55 pm
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KEYNOTE ADDRESS – NEXT DIGITAL HORIZON: BUILDING CAPABILITIES FOR A NEW WORLD

Manish Tiwari, VP, Amazon India

12:00 pm remove 12:15 pm
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DELIVER COMMERCE EVERYWHERE – FREEDOM TO CUSTOMER TO CHOOSE YOU

John Goldrick, Vice President, Commerce GTM and Strategy, SAP

12:20 pm remove 12:40 pm
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OMNICHANNEL PLAYBOOK LAUNCH:

by Piyush Chowhan, Retail Strategist Prof Subrat Sarangi, MICA

1:00 pm remove 1:20 pm
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PRODUCT DEMO BY ACUVER

Sachin Bansal, Founder at Cuebook

1:25 pm remove 2:00 pm
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CULTURE, CHANGE AND AGILITY: ENABLING CUSTOMER CENTRIC DIGITAL COMMERCE IN AN EVOLVING WORLD

Vidya Laxman, Director Technology, TESCO

2:10 pm remove 2:25 pm
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NEVER BEFORE SEEN NEXT GENERATION METHODS TO SCALE YOUR FASHION & LIFESTYLE BUSINESS

Ganesh Subramanian, Founder & CEO Stylumia

2:30 pm remove 2:40 pm
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PRODUCT DEMO BY SAP

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SIX FEET ECONOMY: RE-ORIENTING RETAIL WITH A TECH SHOT

Kumar Sambhav Verma, Sr. Vice President & Head OmniChannel – Asia, Bata
Piyush Kumar Chowhan, Group Chief Information Officer, LuLu Group International
Aniruddha Banerjee, Executive Committee Member & Senior VP – Supply Chain Management, Spencers Retail
Jamshed K Daboo, Independent Advisor -Consumer, Retail, Hospitality
Anil Shankar, CIO, Shoppers Stop
Sunny Nandwani, Founder & Managing Partner, Acuver Consulting
Moderated by Arun Gupta, Ex CIO, Master IT Strategist, Consultant, Coach & Mentor

4:00 pm remove 5:00 pm
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TECHNOCREATIVITY: THE ROI OF CUSTOMERCENTRIC MARKETING IN A DIGITALLY DISRUPTED WORLD

Amit Sethiya, CMO, SYSKA Group
Prachi Mohapatra, CMO, FBB
Sukhleen Aneja, CMO & Marketing Director, RB Hygiene, South Asia
Jahid Ahmad,Head Digital, HDFC Bank
Moderated by: Punit Modhgil,Marketer | Entrepreneur | Seeker

5:05 pm remove 5:20 pm
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PRODUCT DEMO BY CUTTING CHAI

Reuben Pandian, Co-Founder & COO, Cutting Chai Technologies

5:05 pm remove 5:20 pm
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DECODING CONSUMER IN THE #NEWNORMAL

Rithish Saralya, VP – Engineering, RedBus
Manoj Patel, House of Anita Dongre
Swapnil Tripathi, Chief Business Officer, RailYatri.In
Kunal Mehta, CIO & Startup Mentor
Moderated by Subhajit Mazumdar, Director, Strategic Growth, Microsoft India

1:00 pm remove 1:20 pm
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BUILDING A DIGITAL PAYMENT STRATEGY YOUR CUSTOMERS LOVE

Mohit Gopal, SVP, Strategic Initiatives, PayU India
Punit Chahar, Head of Digital & Mass Media, KOOVS.COM
Somu Vadali, Chief Product, Tech and Data Officer, Hopscotch
Kiran Komotla, Sr Vice President – IT, Burger King India Pvt. Ltd.
Moderated by Vinay Hinge, Trusted Advisor to Retailers on Technology and Operations

2:05 pm remove 3:15 pm
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MEASURING CUSTOMER EXPERIENCE FOR YOUR BUSINESS THROUGH INNOVATIVE STRATEGIES

Priya Subramani, Sr. Director, Walmart Labs

2:10 pm remove 2:25 pm
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CONVENIENCE, PERSONALIZATION AND OMNICHANNEL – THE KEYS TO COPE WITH THESE CHALLENGING TIMES

Sat Vijayaraghavan, CEO, Ajirasoft

5:30 pm remove 5:30 pm
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NEW COMMERCE HORIZON ON INTERNET – The True Convergence of Customer Experience and Commerce in the connected world

Vikram Idnani, Sr. Vice President and Head-IT – Reliance Retai
Sandeep Jabbal, VP-IT, Jubilant FoodWorks Ltd.
Ankit Madhogaria, Head, Demand Generation, PUMA
Vipin Ramesh Killedar, Co-founder and Director Commerce Sapours Technologies
Moderated by: Vishal Kapil, CTO, Fashion Industry

4:40 pm remove 5:10 pm
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HOW BIGBASKET TURNED THE COVID CRISIS INTO AN OPPURTUNITY

Ajay Thyagarajan, Category Marketing Manager, Bigbasket
Subramanian M S, Head of Category Marketing and Analytics, Bigbasket.Com

5:15 pm remove 5:50 pm
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INNOVATING & REINVENTING INTERNET BUSINESS MODELS TO BUILD PRODUCTS AND SERVICES THAT HAVE & WILL REDEFINE CUSTOMER EXPERIENCE AND BEHAVIOUR SHIFT

Arun Jayraman, Marketing Head, BigBasket
Sudeep Nayak, VP & Head of Engineering, PayU
Soumya Kant, Founding Member, Clovia.Com
Ali Hussein, CEO, Eros Now
Ramneek Khurana, Co-Founder Product, Lenskart.com
Moderated by: Rohit Paranjpe, Co-Founder & CEO, SugarBox

1:10 pm remove 2:10 pm
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WHAT SHOULD BE YOUR ECOMMERCE STRATEGY TO CONNECT AND ENGAGE WITH YOUR CUSTOMER ACROSS DIFFERENT CHANNELS

Arun Naikar, Head – Ecommerce, FAB India
Pooraan Jaiswal, CTO for TBZ
Anurag Saxena, Head IT, Biba India
Tanay Agarwal, MD, Skipper Furnishing
Hussaine Kesury, Chief Category Officer, Pepperfry
Sandeep Mistry, Vice President, Head – IT, Aditya Birla Fashion and Retail Ltd.
Moderated by: Navin Joshua, Founder, Green Honchos

2:15 pm remove 2:35 pm
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PRODUCT DEMO BY XCELLHOST

Samir Jhaveri, Managing Director, XcellHost Cloud Services

2:40 pm remove 3:40 pm
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NEW CHANNELS, NEW CUSTOMERS, HOW DO YOU REACH, BUILD TRUST AND ENGAGE WITH CUSTOMERS ACROSS CHANNELS THROUGH A OMNICHANNEL STRATEGY

Rajgopal Nayak, CTO, Metro Brands
Ramneek Khurana, Co-Founder Product, Lenskart.com
Atul Shivnani, Head – Ecommerce & Digital, BodyShop
Ranjan Sharma, CIO, Head SCM & Captive Ecommerce Business & QA, Best Seller India
Moderated by: Venkat Nott, Founder & CEO, Vinculum

3:45 pm remove 4:15 pm
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CASE STUDY BY CLEVERTAP: MAXIMISING E-COMMERCE ENGAGEMENT WITH REAL-TIME INSIGHTS AND INDIVIDUALISATION.


5:00 pm remove 5:50 pm
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SCRIPTING ARTIFICIAL INTELLIGENCE (AI) IN YOUR BUSINESS – THE PATH TO COGNITIVE RETAIL – APPLYING AI TO CREATE EXPERIENCE ACROSS VALUE CHAIN

David Zakkam, VP Analytics, Swiggy
Dipayan Chakraborty, Head – Analytics, Myntra
Moderated by: Siju Narayan, Chief Experience Officer, RexEmptor Consult

10:00 am remove 10:30 am
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DRIVING VALUE THROUGH DIGITAL FOR YOUR ORGANISATION

Anurag Mathur, Partner at Strategy&, Part of PwC Network

10:35 am remove 11:10 am
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THREADING A FOUNDATION OF TRADITION WITH NEW-AGE BUSINESS IDEAS

Nand Kishore Chaudhary, Founder, Jaipur Rugs

11:15 am remove 11:35 am
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DIGITAL NEXT – TRANSFORMATION: WHAT SHOULD ORGANIZATIONS DO TO PREPARE THEMSELVES TO CATER TO THE NEW NORMAL?

Raj Neravati, Head of Technology – Watches & Wearables, Titan Company Limited

11:40 am remove 12:10 pm
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DELIVERING PHYGITAL EXPERIENCE TO WOO CUSTOMER IN THE #NEWNORMAL

Presenter: Abhinav Mahajan, Director-Retail, Maspar

12:15 pm remove 1:10 pm
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RETAILING A VISION: GAINING CUSTOMER LOVE TO DISRUPTING THE RETAIL LANDSCAPE WITH NEW STRATEGIES

Vishal Jindal, Director & Co-founder, Biryani By Kilo
Vikram Khinwasara, Co-Founder, The Yellow Straw
Aayush Goenka, Sock-preneur & Founder @ Soxytoes
Sanjay Vakharia, Co-Founder & CEO, Spykar
Shivendra Nigam, CFO, Cantabil Retail
Moderated by: Jitendra Joshi, CEO, Ambab

1:30 pm remove 2:30 pm
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WORKSHOP BY ACUVER: CUSTOMER SERVICE – LEAP TOWARDS WOW CUSTOMER EXPERIENCE

One of the biggest challenges for any Organization is to gauge the Customer preferences on ways they want to be served. It’s important for Organizations to remain abreast about their customer changing needs and preferences in this today’s digitized world. With consumers relying more and more on self-service, it’s important to optimize those experiences while continuing to deliver high-quality service in agentassisted interactions. This workshop will talk about changing trends in Customer preferences and how SAP Customer Service Cloud can help meet the new expectations of the customers.

Ajai Singh, Director – SAP Delivery, Acuver Consulting
2:40 pm remove 3:10 pm
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SECRETS TO SCALING YOUR ECOMMERCE/DTC BUSINESS

Ganesh Subramanian, Founder & CEO Stylumia

3:20 pm remove 3:40 pm
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PRODUCT DEMO BY UNICOMMERCE


3:50 pm remove 4:50 pm
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CONTENT TO CART – HOW BRANDS & RETAILERS CAN TURN CONTENT INTO COMMERCE

Marwa Solimon, Managing Director | GCC & KSA, NAOS (Bioderma)
Ankur Pujari, Co-founder & Business Lead, Hyper Connect Communications
Farshid Master, Associate VP- eBusiness, Thomas Cook
Indraneel Ghosh, COO, Word Hatter
Anant Garg, Head – Enterprise Business at Green Honchos
Moderated by: Sheetal Choksi, Founder, Wordhatter

1:30 pm remove 2:30 pm
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WHY LOYALTY HAS UNDER DELIVERED IN INDIA AND HOW CAN IT ADD TO YOUR BUSINESS

Manish Dureja, MD & CEO, Intermiles
Ishita Sudha Yashvi, Co-Founder And CMO, Cross Border Kitchens (CBK)
Jiten Mahendra, Sr. VP Marketing, Landmark Group
Sharon Pais, Senior Director Flipkart & Head of SuperCoins
Moderated by: Rishi Batra, Founder, Twidpay

2:40 pm remove 3:10 pm
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Navigating Through COVID: NEW WAYS OF WORKING FOR FRONT, MID AND BACKOFFICE

Abhishek Gupta, Partner & Leader Global Capability Center (GCC) Market

3:15 pm remove 4:20 pm
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COLLABORATION IS THE NEED OF THE HOUR: EXPLORING PARTNERSHIPS BETWEEN BRANDS, RETAILERS, CONSUMERS & MARKETPLACES

Dr. Anil Chinnabhandar, Sr VP Retail & Supply Chain, Landmark Group Sachin H. Shikrapurkar, Director – Sales & Marketing, FM Logistic Anirban Chakraborti, E-Business Head (Pharmacy & Lifestyle Products), Wellness Forever Medicare Pvt. Ltd. Syed Ammar, E-commerce Business Development Manager – India at DHL Express Moderated by: Siju Narayan, Chief Experience Officer, RexEmptor Consult

4:25 pm remove 4:50 pm
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DRIVING CUSTOMER ENGAGEMENT AND RETENTION DURING COVID-19

Harsh Shah, Founder, Fynd
Anil Menon, General Manager Information Technology – Tata Starbucks
Rana Atheya, Founder, Dogspot.in
Moderated by K T Prasad, Country Director, Zendesk

2:00 pm remove 3:00 pm
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WORKSHOP BY SUGARBOX: Affordable & reliable digital access to everyone, everywhere

Users are spending 5 bn hrs a month on-the-go and users are exponentially consuming services during this time. This is where user demand is at its peak and internet infrastructure is most unreliable. How does the ecosystem tap into this opportunity?

COVID has shifted adoption & consumption trends dramatically for the ecosystem. However, with networks caving under the data burden, it also exposed how unprepared the infrastructure ecosystem is. For ages, Public Wi-Fi has been touted as the answer to all internet problems. However, can Public Wi-Fi ever become sustainable?

Rohit Paranjpe, Co-Founder & CEO, SugarBox
3:00 pm remove 3:30 pm
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THE CUSTOMER 360 JOURNEY – DATA, ANALYTICS TO ENGAGEMENT

Piyush Kumar Chowhan, Group Chief Information Officer, LuLu Group International Deepali Naair, Chief Marketing Officer IBM India & South Asia

3:40 pm remove 5:40 pm
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RETAIL & ETAIL’S MOST INFLUENTIAL STARTUP-TECH PITCH SESSION

Ahmar Abdullah, CEO & Co Founder – Loyalytics Consulting LLP
Niki Khokale, CEO And Co-Founder, Fountain9
Prakash Kumar, CTO, GreenHonchos
Siddharth Mishra, Founder, Karnival
Sayantan Chatterjee, Founder, Beatest

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