CMS Business School, JAIN (Deemed-to-be University) conducted an online panel discussion on the topic, ‘Customer Experience: Today and Tomorrow’ on June 5, 2021. A total of 220 students and faculty members from CMS B School attended the session. The guest speaker for the session was Mr. Rajesh Pawar, Digital Practice Leader - CX, CRM, MarTech and Cloud Solutions.

The session touched almost all the aspects of customer experience (CX). The importance of CX and barriers in its implementation strategies formed an integral part of the discussion. The discussions also included points such as CX in B2B and B2C landscapes, the role of client engagement in CX, the nature of CX; strategic or tactical, CX in a cross-cultural setting, and the future of CX. Also, national and global perspectives on CX implementation case studies were shared during the event.

The other panel members included Mr. Avinash Bhat - Global Head of Salesforce, Mindtree, Mr. Arun Kumar - Head - Products and Platforms, Altimetrk, India, Mr. Mahesh Velpula - Vice President, Major Global Bank operating from Chicago, USA, and Mr. GK Raju - Founder and CEO, Race2Cloud Technologies, India. The moderator for the session was Dr. Bikash Debata, Associate Professor, CMS B School, JAIN (Deemed-to-be University), and Professor Krishna Koppa, Associate Professor and Area Chair RTPC (Marketing), CMS Business School, JAIN (Deemed-to-be University). The event provided valuable insights into CX, which is a prerequisite for the sustainable growth of a business. The students of CMS B School could gain knowledge of customer experience and resulting business strategies from industry experts. Overall the session was informative and thought-provoking.