“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” –Steve Jobs

Smarter CX & You was the theme of the CX Thought Leadership masterclass co-hosted by Paul Writer and Oracle India in ITC Gardenia, Bangalore. The breakfast masterclass hosted an engaging discussion challenging the status quo of the current practices in designing the customer experience journey.

The masterclass brought a select group of Senior Marketers, Customer Experience Leads, Sales and Digital Heads together to discuss practices, tools, strategies and tactics that are relevant in their Customer Experience (CX) journey.
The masterclass opened with Jessie Paul, CEO, Paul Writer, setting the context and highlighting the relevance of Graceful failure. She said “It is a legal requirement, under air navigation orders, to have ashtrays because while smoking is not permitted on flights, if someone were to light a cigarette on board there must be somewhere to safely extinguish it. This is a neat example of Graceful Failure.”

Picture: Jessie Paul, CEO, Paul Writer opening the CX Masterclass

Sanjiv Mahesh, APAC Sales Consulting Director (Competency Lead) Oracle spoke about the Framework & Metrics for Smarter CX: Simplify, Innovate and deliver. He said “CX is so much about understanding the customer needs” and shared inputs how to humanise the data through IT.

Picture: Sanjiv Mahesh from Oracle speaking about customer journey

Ratnesh Mehra, CX Customer Experience strategy and Transformation Director, Oracle India took the floor to share inputs about Connected CX: Sales, Service & Marketing use Scenario (B2B & B2C).
He explained CX journey sample and demonstrated how to indentify & understand your customers even before they make a purchase to become a customer.

Picture: Ratnesh Mehra, CX Customer Experience strategy and Transformation Director, Oracle India

Anoop MR, Regional Sales Manager, Oracle Marketing Cloud then demonstrated how Oracle can fix the gap in current industry strategies by talking about ‘Effective Marctech Strategies for Smarter CX’.

Picture: Anoop MR, Regional Sales Manager, Oracle Marketing Cloud

The Masterclass was wrapped with an interesting and insightful case study of Jiya’s Gold Hotel Experience. The discussion saw contribution from all the attendees and also addressed the challenges one was currently facing in designing the best customer experience strategy for the brand.

Picture: Problem Statement of Jiya’s Gold Hotel Experience- Case Study

The attendees of the masterclass were form Happiest Mind, Janalakshmi Financial Services, Brigade Enterprises Limited, QuEST Global, Wonderla, Tata Elxsi with designations like Associate Director & Head Corporate Strategy & Markeitng, VP & Head Digital Marketing, Head Digital Transformation & CTO, Global Head Marketing, Head Community Connect, Global Lead – Digital Marketing, Head Marketing.

Picture: Candid shot of the CX Masterclass


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