The Great Customer Service Debate Agenda

2:30 PM	Registrations and seating
3:00 PM	Inauguration
3:05 PM	Welcome address Mr. K. Balakrishnan, Managing Director and CEO Servion Global Solutions
3:10 PM	Custommerce and its relevance in this day and age Mr. Ramesh Venkateswaran, Chairman – Custommerce Board Director, SDM Institute for Management Development, Mysore
3:20 PM	Keynote address Dr. A. Parasuraman Vice Dean of Faculty, James W. McLamore Chair in Marketing, University of Miami
4:05 PM	Tea Break
4:20 PM	Panel introduction, rules of engagement Ms. Tuhina Pandey, NDTV Profit
Session 1 Which drives desired customer experience better - Value based strategy or metric driven strategy
4:30 PM	Value based strategies Mr. Gautam Mahajan President, Customer Value Foundation
4:45 PM	Metric driven strategies Sundaram Ramaswamy Entrepreneur, Director and Thought Leader
Session 2 Technology is an enabler for desired customer experience - Yes / No
5:00 PM	Technology as a destroyer of desired customer experience Mr. R. Balakrishnan (Balki) Chairperson and Chief Creative Officer, Lowe Lintas (Film Director - Cheeni Kum & Paa)
5:15 PM	Technology as an enabler of desired customer experience Mr. Raja Gopalakrishnan Group Managing Director, Asia Pacific, FIS
5:30 PM	The great customer service debate Ms. Tuhina Pandey and the panelists
6:35 PM	Summary of debate
6:50 PM	Closing remarks Mr. R. Muralidharan, Vice Chairman – Custommerce Board
7:00 PM onwards	Tapas and cocktails