Amit Bhatia

Senior Analyst
Forrester

Amit is a senior analyst serving Customer Experience Professionals, and is based out of India. His research coverage includes customer journey mapping, customer experience design, customer experience measurement, and customer experience maturity. He is also keenly interested in usability, design thinking, and empathy.

Amit has more than a decade of experience across communication design, usability and consulting. His work as a content architect at the design group of a leading Indian SI grounded him in the principles of design and design thinking. His content and usability experience working with clients across US, Europe, and Asia Pacific further provided him an opportunity to understand how humans interact with technology.

The practice of always focusing on end-users gained him the life-long skill of thinking outside-in. More recently, he was consulting with clients on customer experience at one of the Indian tech consulting firms. He has experience in multiple industry domains such as banking, telecom, retail, and consumer packaged goods (CPG) with global organizations.

Amit has a post graduate diploma in management from the Indian Institute of Management Bangalore, and a Bachelor’s degree in engineering from the University of Pune.

Xavier Augustin

Founder & CEO
Y-AXIS

Xavier Augustin is Founder and CEO of Y-AXIS Overseas Careers, India’s largest and fastest growing overseas career consultant. He graduated from the University of Carolina’s Master of International Business (MIBS) program where he learned the fundamentals of a borderless world where capital and labour flow freely. He is currently enrolled in the Owner & President Management (OPM) Program at Harvard University where he learns ideas that disrupt current business models along with a 150 CEOs and entrepreneurs from around the world.

The company has a promising trajectory in the next 5 years thanks largely to the brand, the demand and without doubt the technologies the company rides on: Salesforce and now Genesys. Y-AXIS is among the earliest and the largest users of Salesforce.com in India. Y-Axis won the InformationWeek EDGE Award for Salesforce Implementation in 2009. Y-Axis has over 1000 employees and 30+ offices and is now betting on building a coaching business in India & abroad with Live Classes where students remotely access test prep classes from their homes and offices. It is expected to launch a new jobsite focusing only on overseas opportunities the next month. He is widely travelled and is a National Geographic Lifetime Explorer. He lived and worked in the US for over a decade. He now lives in Hyderabad with his wife and two daughters.

Amlan Bhattacharya

Lead Consultant
WNS Global Services

22+ years of experience in Contact Center & Collaboration domain, in Presales, Solution Architecting & Practice Lead roles across leading IT System Integration companies viz. GTL, 3D Networks, AGC Networks, Wipro Infotech, designing customer centric solutions across various technology platforms. Currently in WNS, as a Lead Consultant – Digital Customer Experience, enabling capability build & customer solutions on Digital Transformation themes in Customer Interaction Services business. Evaluating & introducing new partners & products to align the technology ecosystem to industry trends & needs. Build customer relevant solutions on Omnichannel, Unified Contact Delivery, Unified Conversation Management, Workload Distribution, One Customer View, Analytics with Propensity Models & Next Best Action, Voice of Customer & Artificial Intelligence NLP ChatBot, VoiceBot platforms. To increase Self Service adoption, Agent Assist simplification & optimization & thereby impacting key business metrics across Customer Journeys, are some key focus areas.

Keith Budge

Senior Vice President, Asia Pacific
Genesys

Keith Budge is the senior vice president of Asia Pacific at Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction.
Prior to joining Genesys, Keith was Vice President for the Asia Pacific and Japan region with Ooyala Inc, a venture funded start-up acquired by Telstra Corporation. Previously, he was Senior Vice President for the Asia Pacific and Japan region at Business Objects (now SAP) and Senior Vice President at Oracle responsible for Asia Pacific business, held a number of roles with Telstra Corporation, and spent two years in the Australian public service.
Keith holds an MBA from RMIT University in Australia, and has completed senior executive programs at Stanford University/National University of Singapore and London Business School. He also spent several years as a Visiting Professor at Lingnan Graduate Management School of Sun Yat Sen University, People’s Republic of China.

Matt Surridge

Director, Business Consulting, APAC
Genesys

Sanjay Pai

India Managing Director
Genesys

Sanjay currently manages Sales and Field Operations for Genesys Telecommunications in India. He is responsible for Go to Market & Sales Management for Genesys’ contact center solutions in India & is based in Bangalore.
He also manages Genesys’ Partner & Alliance community across JAPAC, building strong and ongoing relationship with key partners in the region & promoting Genesys Contact Center solution with VARs, System Integrators and Service Providers.
Before this role he was responsible for managing & building the partner community within Alcatel Lucent Enterprise Group in the Asia Pacific & Japan regions, based out of Singapore. Before joining Genesys, Sanjay has worked with Lucent Technologies and Avaya in various Management positions in Singapore & Australia.

James Walford

Director Business Development – Digital & Innovation
Genesys

Responsible for business development, strategic digital transformation with emerging technologies, and supporting the Genesys technology partner ecosystem across Asia Pacific. Over 15 years of solid hands-on consulting experience within the CX space expanding across four continents.

Passionate about customer experience and innovative solutions, and takes pride in having worked on some of the largest Fortune 500’s CTI deployments.

Sudeep Roy

National Business Manager
Sennheiser Electronics, India

Over a decade of experience in IT Industry with compelling knowledge of Data, Voice, Video & Solution Integration, Unified Communications, Software as well as comes with an in-depth understanding of Computing Hardware Solutions and Infrastructure Management Services. Mr. Sudeep is the driving force behind the C&O Segment at Sennheiser India. His task is to focus on strategy and, target for the business Segment in terms of Business Development, Sales and Gross Margin Management through efficient supply & demand planning by providing overall functional management of all sales activities for the segment. Sudeep’s role at Sennheiser is to establish both annual and monthly sales objectives in coordination with the Company's business plan and provide updates, revisions, and modifications. Apart from all this, he is also responsible for planning product portfolio and pricing strategy for CC&O segment products for the Indian market based on market understanding and benchmarks.

Before working with Sennheiser, he led the enterprise business accounts for Hyderabad, Chennai and Bangalore at Avaya global Connect & prior to that, he handled Enterprise sales for hardware & software at Hewlett Packard.

With a strong sales background, Mr. Sudeep is known to be one of the greatest business minds and an out-of- the-Box thinker with a proven track-record of creating a team work environment to enhance productivity. His passion for unified communication, software and hardware will help ensure that Sennheiser continues to deliver innovations that have a great impact on the lives of Contact Centre & Office industry in India.