About the Roundtable

With the arrival of industry 4.0, the boundary between physical and digital is blurring fast, paving way for deeper integration of automation & data in technologies and processes, in manufacturing products, selling them or in customer support. Customer behavior & expectations, however, are changing at even faster pace.

In such a highly dynamic environment, delivering an excellent customer experience becomes imperative to differentiate. Organizations in the manufacturing sector need to unlock the value of data in real-time and have a 360 view of customers to understand them and leverage it for sales planning, optimization to service customers & deliver experiences that matter.

The panel deep dives into the challenges specific to the manufacturing sector and discusses the best practices from integrating customer data for their unique view to gaining the right technology to shaping the desired experience.

Join the session and learn how to deliver a winning customer experience in industry 4.0


Ajay Dhyani

Head- Marketing & Ecommerce

Timex Group

Amit Sethiya



Amitava Aich

Principal Solution Consultant

Oracle CX Cloud Solutions

Aniruddha Haldar

VP- Marketing

TVS Motor Company

Prashant Kolleri

Consumer Insights Lead- South Asia & FMCG Lead- South Asia, Middle East & Africa,


Rajeev Malik

VP & Head Marketing-CVBU

Mahindra & Mahindra


16:00 – 16:05 Hrs
Introduction by IAMAI
16:05 – 16:20 Hrs
Fireside Chat on is CX a vanity or an imperative for manufacturing industry?
16:20 – 17:10 Hrs
Panel Discussion on Mastering the CX for Manufacturing Industry
17:10 – 17:20 Hrs
Question & Answers
17:20 – 17:30 Hrs
Presentation and Closing note

Key Points to be Covered

The changing customer expectations in a highly dynamic environment

Ever-increasing significance of exceptional customer experience in the manufacturing sector

The challenges in delivering a frictionless customer experience

The roadmap to design a customer experience strategy for competitive advantage

About the Series

The behaviour of today’s consumers is taking a drastic shift in terms of changes in their priorities and preferences, budget allocation, and it is impacting their short and long-term expenditure and purchase decisions. The uncertainty of the environment has made these shifts more volatile than ever.

Therefore, to manage the changing consumer preference & expectations for keeping the recessionary trends at bay; business planning, today, requires much smarter and effective business strategies based on a highly efficient real-time data analysis and their seamless and quick implementation.

In such a scenario, data-driven marketing powered by new-age tools & techniques and services become critical to understand, assess, and service the customers. Data-driven organizations are more likely to acquire customers, retain customers, and be lucrative as a result.

IAMAI brings a series of 3 roundtables with Oracle to evangelize the need to design a blueprint for personalized marketing excellence, outpace the change with real-time experience and provide frictionless services for better customer engagement visibility throughout sectors and businesses.

Who will Attend?

  • CMOs
  • CDMOs
  • CDOs
  • Customer Experience Officer
  • VP/AVP/Director-Marketing
  • Head of Sales
  • VP/AVP/Director-Sales