As organizations across industries navigate the growing impact of AI, the importance of data readiness has become indisputable. MMA Global India’s LinkedIn Café initiative brought together marketing and digital transformation leaders across two engaging sessions, sparking dialogue on how data-first thinking fuels AI innovation and enhances omni-channel customer experiences (CX).

According to MMA’s State of Data Maturity study -  

This clearly highlights how data-first thinking isn’t just an add-on; it’s the backbone of sustainable and CX-driven AI implementation. Here’s a closer look at the questions raised and the expert insights that emerged from the session.

Key Panelists from LinkedIn Café 1

Key Insights from LinkedIn Café 1

1. Why is data readiness crucial for AI innovation?

• Ankit Prasad: Data readiness is about embedding data into every function. A data-driven organization operates with agility, using data as the lifeblood of decision-making.
• Jaydeep Deshpande: Robust infrastructure and clear KPIs ensure a solid foundation for AI success.
• Pranesh Urs: Aligning data with consumer-centric goals fosters cross-functional collaboration and drives business growth.

2. What are the indicators of a data-ready organization?

• Hitarth Saini: Organizations need structured, enriched data systems and measurable business impact, such as accurate predictive models.
• Amit Phutane: Building centralized data lakes and employing predictive modeling are foundational steps to AI readiness.
• Sandeep Singh: Data readiness starts with ELT processes that organize raw data effectively for analytics.

3. What are the biggest challenges to adopting a data-first mindset?

• Vanda Ferrao: Data silos and poor-quality data hinder effective integration.
• Amitabh Pande: Cultural inertia and fragmented data across functions are significant barriers.
• Girish Kalra: Without structured data capture, businesses struggle to unlock actionable insights.

4. How can data improve CX?

• Ankit Prasad: Data is the “voice of the customer.” Predictive analytics enables businesses to anticipate customer needs and foster loyalty.
• Pranesh Urs: Connecting historical data with predictive models helps businesses anticipate future customer needs.
• Amit Phutane: Tracking key metrics like NPS and delivery turnaround times identifies opportunities to enhance CX.

Key Panelists from LinkedIn Café 2

Key Insights from LinkedIn Café 2

1. What challenges did your business face in unifying customer data across channels, and how did you address them?

• Udit Agarwal: AI-driven omnichannel platforms integrated data across voice, chat, and social channels.
• Taranjeet Kaur: Standardizing backend scripts resolved discrepancies in data collection.
• Akhil Duggal: Unified CRM systems streamlined customer feedback capture and analysis.
• Yashwanth Kumar: CDPs centralized customer data, enabling seamless omni-channel campaigns.
• Udit Verma: Real-time analytics addressed data discrepancies, ensuring unified insights.

2. Can you share an example of a successful omni-channel strategy?

• Kalyani Seshadri: Tanishq leveraged predictive AI to turn an abandoned cart into a seamless Valentine’s Day purchase.
• Sameer Gupta: Cohorting customers based on behavior improved engagement and conversions.
• Udit Agarwal: AI-powered customer journey mapping resulted in a 25% engagement increase.

3. What tools or technologies have been most effective in your data-driven strategy?

• Jahid Ahmed: Agile platforms enabled hyper-personalized offers, contributing up to 50% revenue for certain SKUs.
• Vishal Singh: Real-time analytics and AI tools enhanced scalability and personalization.
• Taranjeet Kaur: CDPs offered cost efficiency and improved campaign effectiveness.
• Udit Verma: Platforms like Hubspot and Power BI streamlined analytics and automation.

4. What marketing shift had the biggest impact in 2024?

• Taranjeet Kaur: Quick commerce revolutionized FMCG marketing strategies.
• Vishal Singh: Digital ad spends overtook TV due to AI and OTT growth.
• Sameer Gupta: First-party data replaced third-party cookies, enhancing trust and personalization.

5. What’s one headline-worthy prediction for 2025?

• Aalok Pradhan: AI will deliver “no-support-needed” customer journeys.
• Vishal Singh: Hyper-personalization will create a “Segment of One” through real-time AI.
• Sameer Gupta: Voice-activated CX will seamlessly connect digital and physical experiences.

Join the Conversation

MMA Global India’s LinkedIn Café series underscored the power of data readiness and omni-channel strategies in driving AI innovation and enhancing CX. As businesses prepare for the AI-driven future, these insights offer a roadmap for impactful transformations.

Join us on November 29th to take these conversations to the next level. Media partners can connect with panelists for exclusive feature stories. Contact [email protected] for more details.