12th DCX Confex & Awards 2025 Successfully Highlights the Future of Digital Customer Experience.
Gain Skills Business Media proudly concluded the 12th Digital Customer Experience Confex & Awards 2025 - Mumbai Chapter on 10th September 2025 at The Westin Mumbai Garden City, under the central theme Revamp Your CX By Restructuring Your Strategies in the Digital Ecosystem. The day-long summit convened over 200+ from more than 95+ Unique Companies across diverse sectors, including Customer Experience, Digital, Technology, Consumer Insights & Analytics, Product Development & Innovation, and more, underscoring its appeal to senior executives, CXOs, Heads, GMs, Directors, and Presidents to decode the big leap in India’s Digital Customer Experiences
The event kicked off with an Opening Remarks by Sumeet Khatri, MD & Founder, Gain Skills Business Media Pvt Ltd. Their address highlighted the growing importance of AI-driven personalization, data intelligence, and digital trust in shaping the future of customer engagement, emphasizing how businesses must balance innovation with human-centered experiences.
Vishal Agarawal, CEO & Co-founder, Locobuzz, gave the Chairperson remarks on how organizations today must embrace AI-driven personalization, digital trust, and seamless engagement strategies to stay ahead in the evolving customer experience landscape. Their perspective resonated deeply with the audience, emphasizing the balance between innovation and human touch in building stronger customer relationships.
The conference featured thought-provoking keynotes, engaging panel discussions, partner presentations, and networking opportunities, all centered around the theme of building customer trust, enhancing engagement, and leveraging next-generation technologies to drive loyalty.
Renowned CX leaders and experts who shared their insights included:
- Vishal Agarawal, CEO & Co-founder, Locobuzz
- Arti Saxena, Chief Growth Officer, Locobuzz
- Mahendra Bindra, Vice President – Customer Experience, Unity Small Finance Bank Ltd
- Vaibhav Rao, Asia Regional Director, Patient & Healthcare Experience Lead (CX, Transformation), Pfizer
- Manjula Singh, Chief Customer Officer, Runwal Realty
- Uday Bhosale, Head of CX & DGM, Hamilton Housewares (Milton)
- Ramesh Choudhary, CEO & Founder, Sarv.com
- Sachin Kumar, AVP – Enterprise Sales, Sarv.com
- Mahesh Patil, SVP | Information Technology, Axis Bank
- Payal Chugh Vaidya, Chief Experience Officer, VML
- Kruthiventi Viswanath, Head of Customer Service, Innomotics India Pvt Ltd
- Panchali ChandraShekar, Head Global Customer Experience Hub, CT BA, Atlas Copco
- Arun Kumar Das, Global Head – Learning & Customer Experience (Travel), Sutherland
- Kailash Swami, Head Customer Service & Operations, Parag Milk Foods
- Ajay Lulla, Sr Vice President – Customer Experience, The Souled Store
- Sachin Chhabra, VP – Customer Excellence & Operations (CXO), ZebPay
- Sajal Kumar, Head of Customer Experience India & International Business, ZEE5
- Vaibhav Joshi, Director – Customer Experience, Bombay Shirt Company
- Sushant Randive, Head of AI Products, Haptik
- Ashish Nijhara, Chief Product and Technology Officer, Acefone
- Suruchi (Mahatpurkar) Kore, Head – Digital & Social Strategies, Bajaj Group
- Dinesh (Dinanath) Pilgaokar, Chief Customer Officer, Bar Code India
- Meena Bhatnagar, Global Head – CRM & CX, Malabar Group
- Dushyant Bhatt, Chief Technology and Product Officer, The Hosteller
- Steven Lobo, Head – Customer Acquisition and Customer Service, FatakPay
- Hiral Saimy, Head Service Excellence, CX, Aditya Birla Capital
- Omkar Sawant, Vice President – Information Technology, Axis Mutual Fund
- Subba Rao B., Head (Executive Vice President) of Solutions and Transitions, TP
- Vaibhav Prabhuajgaonkar, Vertical CX Head – Auto/FMCG/Technology, A.P. Moller – Maersk
- Swapnil Sant, Assistant Vice President – Customer Service, Tata CLiQ Fashion
- Ankit Goenka, Head of Customer Experience, Bajaj Allianz General Insurance
The 12th DCX Confex & Awards 2025 also saw a select cross-section of eminent organisations lauded for their trailblazing efforts. This included:
Individual Awards
- Dr. Kaushik Majumder, LyondellBasell
- Ankush Kannaw, Kotak Private Banking KMBL
- Uday Bhosale, Hamilton, Hamilton Housewares (Milton)
- Dushyant Bhatt, The Hosteller
- Hemang Mehta, L’Oreal India Pvt Ltd
- Nityanand, Writer Corporation
- Vinod Johri, Zee Entertainment Entrprises Limited
- Ajay Lulla, The Souled Store
- Steven Lobo, FatakPay
- Ankit Goenka, Bajaj Allianz General Insurance
- Bhupendra Singh, Kotak Securities Ltd
- Mahendra Bindra, Unity Small Finance Bank Ltd
- Dr. Roy Kshemendra, Tata AIA Life Insurance
- Ashwani Kumar, Voltas Limited - A TATA Enterprise
- Vikas Biyani
- Ranjit Ganguly, Tata Power
- Kamlesh Kudav, Epicenter Technologies Pvt. Ltd.
- Dattatray Jadhav, Right Pace Techmedia
- Vijaykumar Sai, Reliance Jio
- Monish Parekh, HDFC Life
- Krishna Parab, Privi Speciality Chemicals Ltd.
- Kapil Budukh, Croma
- Sucheta Majumdar
- Manjula Singh, Runwal Realty
- Abha Jaiswal, Powerweave
- Sumana Sharma, Aditya Birla Health Insurance Company Ltd
Organisational Awards
- Adani Cement (ACC & Ambuja Cement)
- Bajaj Electricals Ltd
- PayNearby
- Vidual Communications India Private Limited ( VimoPay )
- Tata AIA Life Insurance Co Ltd
- Mad Over Donuts
- HDFC Bank
- Piramal Finance Ltd
- Marico Limited
- Motilal Oswal Financial Services
- IDFC FIRST Bank
- IHCL (Indian Hotels Company Ltd.)
- TP
- TATA Digital
- Protean eGov Technologies
- Cityflo
- Toyo Engineering India Pvt. Ltd.
- Sarv.com
- Acefone
The event concluded with the DCX Awards 2025, celebrating excellence in customer experience and honoring organizations and leaders who are setting new benchmarks in customer-centric innovation.
Speaking about the success of the event, Sumeet Khatri, Founder & MD, Gain Skills Business Media Pvt Ltd, quoted. “At DCX, we believe customer experience is the foundation of growth in today’s digital-first world. The 12th edition in Mumbai brought together brilliant minds who are driving this transformation, and the awards celebrated their achievements in shaping meaningful customer journeys.”
The 12th DCX Confex & Awards 2025 – Mumbai Chapter proved to be a platform for knowledge-sharing, networking, and recognition, leaving participants inspired to take customer experience to the next level.
GainSkills Business Media Pvt Ltd is a B2B events and media company with a strong creative communication and commitment to delivering impactful experiences that resonate with both people and brands. With a clear purpose of creating platforms that inspire engagement, GainSkills specializes in designing and executing compelling campaigns, conferences, and award programs that not only foster brand visibility but also generate meaningful business opportunities.
Operating across diverse concepts and industries, the company blends strategy, creativity, and innovation to craft experiences that connect leaders, professionals, and organizations on a deeper level. From high-impact industry summits to bespoke brand activations, GainSkills has built its reputation as a trusted partner for organizations seeking to enhance their market presence, drive collaboration, and celebrate excellence.
At its core, GainSkills believes in the power of ideas, innovation, and interaction, turning every project into an opportunity to inspire, influence, and create long-lasting value for clients and their audiences.
