Heart of Service Summit Bangalore

Friday

March

2023

PDT

7:00PM

–

10:00PM

PDT

Heart of Service Summit Bangalore

Speaker Name

Speaker Title

1:00pm ET

Session Title

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Wednesday

July

2024

7:00PM

PDT

Heart of Service Summit Bangalore

Feel the Dreamforce energy as you discover how innovations like agentic AI are revolutionizing customer service. Join us to learn how to build the foundations to transform experiences across your contact centers, field service, and digital channels.

RSVPs Closed

Event Details

Heart of Service Summit is an exclusive in-person event for service & IT leaders, featuring the latest service innovations from Dreamforce 2025. As a VIP attendee, you'll gain practical strategies and peer-to-peer advice to help you improve customer satisfaction while lowering operational costs.

Learn how to empower your team, streamline operations, and enrich customer interactions with Agentforce Service
Get an exclusive peek into the breakthrough innovations unveiled at Dreamforce for IT Service, Field Service, and HR Service
Hear from AI visionaries and product experts on how technology will continue to transform the Service experience
Network with your fellow service leaders and discuss the industry's future.

Speakers

Abhisek Dash

Senior Director, Product Management

Salesforce

Aditya Dhingra

Director, Solution Engineering

Salesforce

Aditya Singh

VP, Product Management, Service Cloud

Salesforce

Arvind Singh

CTO & CIO

Puravankara Limited

Kunjal Tanna

Head - Digital Customer and Commercial Excellence Products

Thermax Limited

Leya Kurian

SVP, Technical Support Engineering

Salesforce

Madhav Bissa

Program Director, Artificial Intelligence

Nasscom

Mayank Pathak

Associate Director, Customer Support

Urban Piper

Nipun Sharma

Senior Manager, Solution Engineering

Salesforce

Prasad Raje

SVP, Product Management, Service Cloud

Salesforce

Sangeeta Giri Gundala

Chief Operating Officer

Salesforce

Puja Singh

AVP Customer Experience

NoBroker.com

Rahul Sharma

AVP Sales

Salesforce

Rajiv Garg

Specialist Solution Engineer

Salesforce

Shubham Gupta

VP of Engineering

Porter

Shruthi Prakashan

Director, Product Marketing

Salesforce

Sourav Sipani

Senior Director, Product Management

Salesforce

Srinihita S

Associate, Specialist SE

Salesforce

Vinay Kumar Tolambia

Head-Training & Quality,Customer Experience Management

ITC Limited

Agenda

9:00AM IST

Registration

Registration, Morning Refreshments & Networking

10:00Am IST

Welcome & Inside the State of Service: AI, Insights, and What's Next

Insights from the latest “State of Service” report will help you lead with confidence in the AI era. Learn how service leaders are redefining strategies and empowering their teams amidst changing customer expectations.

SAngeeta Giri gundala, chief operating officer, salesforce

Shruthi Prakashan, Director, Product Marketing, APAC

10:20AM IST

Keynote: Agentforce Service: The Age of Proactive Service Starts Now

See how Agentforce Service unites human and AI agents for proactive, personalized customer experiences, boosting CSAT and reducing costs across all channels. Discover new innovations from Dreamforce that empower enterprises to deliver faster, smarter, and more exceptional service at scale.

Prasad Raje, SVP, Product Management, Service Cloud, salesforce

ADITYA SINGH, VP, PRODUCT MANAGEMENT, SERVICE CLOUD, SALESFORCE

Rajiv Garg, Specialist Solution Engineer, salesforce

Srinihita S, Specialist Solution Engineer, salesforce

11:15Am IST

Service Leadership in the Age of Intelligence: Unifying Data to Drive Growth

Discover actionable strategies from service leaders who are using Service Cloud to unify data, scale operations, and deliver exceptional customer experiences.

SAngeeta Giri gundala, chief operating officer, salesforce

Arvind Singh, CTO & CIO, puravankara limited

Shubham Gupta, VP of Engineering, Porter

11:45Am IST

Networking Break

Break for Networking and Refreshments

12:00pM IST

Agentforce IT Service Launch and Roadmap

Experience what’s next with IT service. Join us to see how you can power faster, smarter support and better employee experiences with Agentforce and Slack.

Sourav Sipani, Senior Director, Product Management, salesforce

NIPUN SHARMA, SENIOR MANAGER, SOLUTION ENGINEERING, SALESFORCE

12:20pm IST

How Salesforce uses Agentforce to Help Customers and Employees

Get first hand insights on how Salesforce uses Agentforce to support customers and employees globally.

ABHISHEK DASH, SENIOR DIRECTOR, PRODUCT MANAGEMENT, SERVICE CLOUD, SALESFORCE

Leya Kurian, SVP, Technical Support Engineering, salesforce

12:50pm IST

The AI-Human Fusion: The Next Frontier of Customer Experience in India

Explore how AI and human support can work together to deliver scalable, empathetic customer service in India’s dynamic market.

Panelists:

- Kunjal Tanna, Head - Digital Customer and Commercial Excellence Products, Thermax Limited

- Madhav Bissa, Program Director, Artificial Intelligence

Nasscom
- Mayank Pathak, Associate Director, Customer Support, Urban Piper
- Puja Singh, AVP Customer Experience, NoBroker.com

- VINay KT, Head-Training & Quality, Customer Experience Management, ITC Limited

Moderated by:

- aditya Dhingra, Director, Solution Engineering, Salesforce

1:30pm IST

Lunch and Networking

Network with your peers over some lunch

Virtual Tips

Do you have a question about the event?

Answers to frequently asked questions should be typed here. Your guests will be thrilled to read a response to this frequently asked question.

Do you have a question about the event?

Answers to frequently asked questions should be typed here. Your guests will be thrilled to read a response to this frequently asked question.

Do you have a question about the event?

Answers to frequently asked questions should be typed here. Your guests will be thrilled to read a response to this frequently asked question.

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