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Discover the power and ROI of being a human-centric business

12 SEPTEMBER 2023 // 3:00PM - 6:30PM IST

LOCATION: Taj Santa Cruz, Chhatrapati Shivaji Maharaj International Airport, T1,
Off, Western Express Hwy, Navpada, Vile Parle East, Santacruz East, Mumbai 400099

Get the inside story on how the world’s most profitable and beloved brands are focusing on one thing: being more human. In 2023, experience management is touching down in India – and we’re going bigger than ever. Expect local brands, industry leaders and the latest thought leadership, plus the chance to connect with other experience pioneers in the country.

There’ll be sessions to inspire you; to help you ignite your customer and employee experiences programs; and to show how you implement your plans successfully.

Register now to…

  • See how local and global brands are using actionable insights from their customer and employee experience programs to drive better business outcomes
  • Discover how (and why) businesses need to act more human in the face of intense global challenges
  • Learn the latest best-in-class solutions and technology to help your brand drive closer relationships with customers and employees at scale
  • Connect with experience management professionals facing the same challenges as you and have the opportunity to exchange innovative solutions


Logos for XM Live Mumbai

Shveta Srivastava // Head of HR Technology Transformation, Wipro

Shveta heads the HR Technology Transformation for Wipro. Shveta operates in an area where her HR functional expertise merges with technology to create a digital employee experience. She has expertise in anchoring several large-scale technology transformation programs. She has spent more than a decade and a half in Human Resources and Technology. She specialises in Performance Management, Leadership Development, Career Development, Employee Engagement, and Change Management. Her passion is to leverage technology to provide a consumer-grade experience to all employees. She loves to conduct workshops and share learning. She is an avid reader and traveler on a quest to discover and learn more from the world around her.

Santhanam Surendran // Head of Customer Centricity, Mahindra Automotive

Santhaham is a graduate in engineering from Anna University, Chennai, with over 2.5 decades of experience in the automotive industry across sales, service, quality and spare parts functions. Santhanam is a veteran of customer experience management with expertise in designing customer journeys by identifying triggers to create delightful customer moments. His passion is in creating value for stakeholders by effectively mitigating and solving problems in experience journeys to win and retain customers. His experience spans designing and executing customer lifetime value programs to enhance retention, re-purchase and referral.

Dhawal Thaker // Head of Research and Media, HDFC Bank

Dhawal currently leads the research and media team at HDFC Bank with the remit to embed data-driven decision making and customer-centricity throughout the business. He is a passionate advocate for the customer and applying his knowledge of human behavior to change perspectives through insights and evidence. His extensive research and insights experience include stints at Kantar, General Mills, Kadence International and Ipsos.

Kamlesh Vora // Sr Executive Vice President & Head of Customer Experience, Kotak Mahindra Bank

Abhi Ingle // Chief Business Officer

Abhi Ingle is a passionate business builder. He has a knack for spotting an opportunity, painting a vision and mobilizing an empowered team to go after it. He has over 25 years of operating experience, with a specialization in go-to-market functions across sales, marketing, product, and partnerships. Abhi has worked at organizations at various stages of development, from startups to F10 companies, and lives by the core principles of investing in people and partnerships.

During his career, Abhi has helped scale multiple businesses, including building three distinct billion-dollar businesses at AT&T where he served as SVP, AT&T Business. Abhi led the advanced products organization, ran channel marketing across enterprise, public sector, and SMB and drove distribution strategy. He had the privilege of working with an incredibly talented set of pioneers and digital visionaries as the founding CRO for mobile solutions and tackling digital transformation as Chief Digital Officer, AT&T Business.

James Scutt // Principal XM Catalyst, Qualtrics XM Institute

James Scutt is a Principal XM Catalyst with Qualtrics XM Institute. Recognised as one of Europe’s leading Experience Management experts and CX Leader of the Year, James has a highly successful background spanning Government, Retail, Financial Services, and Hospitality industries. Prior to joining Qualtrics, James was Head of Customer Experience Strategy and Deployment at the UK Post Office where he successfully led customer experience transformation activity across Europe’s largest retail network of over 11,500 branches. He started his career as an award-winning Chef, the basis of which underpins his approach to human-centric experience management. Based in London, James is a highly rated keynote speaker, engaging audiences across a range of high profile events, and is a member of the Board of Directors of the Customer Institute as well as a Non-executive Director and Committee Chair.

Navneet Narula // Country Manager, India Qualtrics

With over 19 years of experience, Navneet is a passionate and innovative leader in the field of cognitive technologies and customer experience. Navneet empowers clients adopt and leverage the power of data, analytics, and AI to enhance their customer journeys and optimise their costs.

Navneet is responsible for growing the Experience Management category in India. Leveraging his previous experience as the Head of Watson Customer Engagement at IBM India, where he led the sales and delivery of Watson Marketing, Commerce, and Supply Chain solutions, Navneet’s expertise has continued to ensure the success of Qualtrics’ local customers in region.

Harish Agarwala // Head of Customer Experience Solution Strategy, Southeast Asia and India, Qualtrics

Harish heads the Customer Experience solution strategy for SEA and India at Qualtrics. He is a Marketing & CX leader with experience in consulting, financial services and technology.

Prior to Qualtrics, Harish spent more than a decade in Financial Services and has led brand, marketing and large-scale CX programs in his past roles. He has used design-thinking and a customer-first approach in designing and launching some breakthrough products and campaigns. Harish consults Qualtrics Enterprise clients on Experience Management and helps organisations set up and scale their CX programs to get maximum value out of experience management.

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12 September, 2023

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3:00PM – 6:30PM IST



Taj Santa Cruz, Chhatrapati Shivaji Maharaj International Airport, T1, Off, Western Express Hwy, Navpada, Vile Parle East, Santacruz East, Mumbai 400099