CMO Roundtable
Friday, 12th December, 2014,
Vivanta by Taj, Gurgaon
Time - 6 p.m - 8 p.m

Sponsored by



"Return on Customer Experience (RoCE): Myth or Reality?"

About Event:

Customers - whether B2B or B2C - who were previously satisfied with a good product now expect a 360 degree customer experience.

During this discussion we will address the following:

  1. Are there ways to correlate customer experience with business returns? Any examples?
  2. Where the organization does business through a distribution network, how can we enhance and improve the customer experience for the end customer? Or should the focus be on improving the channel's experience?
  3. There is a lot of information available with brands on changing customer preferences. How do you monetize these insights?
  4. If there is an investment choice between acquiring new customers and enhancing customer experience which do you think will get priority?
  5. Understanding Online Behavior - relevant only for e-Commerce?



Rajnish Virmani
Customer Experience Management Specialist
CEBS Worldwide

Helping organisations build effective customer experience management solutions with strategy, marketing technology and implementation.

Drives the design and implementation of a CEM across business units.

Performs assessment on business units to establish the maturity of their customer management approaches.

Assists in creating and driving a culture of customer focus within the business units.

Experienced strategic marketer and Customer Experience specialist, injecting customer centricity and innovation into the future of businesses today. Over 30 years’ experience in strategic marketing, customer insight, and digital transformation for evolving businesses. Influencing businesses to drive world-class organisational operations and successes within Customer Experience Management, to meet and exceed benchmarks in customer satisfaction and in the business world.

Expertise and experience in developing successful marketing strategies that deliver innovative solutions to business needs, across multiple channels covering; acquisition, lifecycle and customer engagement programs. Diverse experience across banking, IT and Telecommunications with a passion for developing innovative online customer experience.

B.Tech & MBA (with Honours) from Delhi University, India, followed by over 30 years of experience in multinationals like American Express, Aviva, Reliance, Colt Technologies & Tata Consultancy Services Multi-Cultural exposure…. Have lived in USA, UK and India and led European, American and British teams of over 1,000 staff. Have also handled multi-location Indian teams of over 10,000 staff.

Flow of Events

5.30 p.m - 6.00 p.m: Registration

6.00 p.m - 6.15 p.m: Introductions

6.15 p.m - 7.00 p.m: Roundtable Discussion

7.00 p.m - 7.30 p.m: CEBS Expert Session

7.30 p.m - 8.00 p.m: Summary & Wrap over cocktails


About CEBS:

CEBS is a growing global IT company dedicated to develop E-Business tools, applications and customized solutions using proven technologies from technology vendors like IBM, Microsoft, Oracle, Salesforce, and others. We have created a global delivery model that meets the customer requirements for all their needs. We assure high quality, timely delivery, cost effective, and full ROI on your IT investments.

CEBS started in 2003 after experienced Software Architects, Business Analysts and IT Consultants joined hands to form a company with a difference. Since then the organization has endured many challenging projects & achieved tremendous success. Our goal is always to deliver high quality, strategic & innovative business solutions. We focus on providing the best solution versus forcing a particular techno.


TVC Skyshop VP Operations
Swarovski India Head Of Marketing Operations & Communications
Matrix Cellular Head - Customer Operations CEO & Founder Chief Business Officer
IndusInd SVP - Marketing & Communication
Religare Director - Marketing & Brand
IndusInd SVP & Head - Service Assurance VP Marketing & Product Strategy
SpiceJet GM Marketing
The Oberoi Group of Hotels Head Marketing & VP
Matrix Cellular Director - Sales & Marketing
Jabong Director- Digital Marketing
Tata Teleservices VP & Head National Customer Service Operations
British Airways Head - Customer Relations & Operations VP & Business Head
Dish TV India AVPMarketing (Media & Product/ Acquisition)
The Park Hotels Director Group eMarketing
Tata Communications VP - Marketing & Strategy
Walmart VP - eCommerce
Tata Docomo SVP
Apollo Munich Health Insurance VP & National Head : Strategic Alliances & Rural
Motorola Solutions India Country Marketing Manager - India
Taj Group of Hotels Director - Sales
Apollo Munich Health Insurance VP & National Head - Marketing & Digital Engagements
Ericsson VP & Head of Strategy and Marketing
Srei Infrastructure Finance SVP Corporate Affairs
Yes Bank Group President
Royal Caribbean Cruises Manager Marketing
Jabong Business alliance
Bharti Infratel DGM, Sales & Marketing
GE CAPITAL VP & Product Leader - Corporate Aviation & Equipment Finance VP - Marketing
Michelin India Director Communication s & Brand Image
Massive Restaurants Founder & MD

Vivanta by Taj, Gurgaon


Vivanta by Taj, Gurgaon

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