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Maximizing ROI with 
360 CX Strategy

: Mumbai 
Date: 16th March 2023
Time: 2:30 PM onwards

Maximizing ROI with 360 CX strategy


Business revenues are life blood to any organization and consistent revenue growth is critical for their success. With changes in the business environment, customer behaviour and technology innovations, there is ample scope for organizations to realize their full revenue potential. However, it requires integration of front and back office and more, while keeping your customer at the centre of your revenue strategy. 

This CX Roundtable as part of Oracle Cloud Summit, focuses on designing 360 CX strategy  for organizations by leveraging customer data and connected processes for improved business outcomes & top line, while making it rewarding for its customers.


Oracle Speaker: Ratnesh Mehra, Director – GTM & Strategy, Oracle CX

Oracle Speaker – Srishti Sofat, Senior Vice President, CX Marketing

About: Amidst ever changing business environment and highly demanding customers, business leaders are pressured more than ever to scale up their revenues. While there is a growing need to have a holistic view of customer to excel in digital transformation, data spread across silos in organization leads to myopic view of customer missing the larger picture and the higher revenues.

In this keynote, the audience will learn how to change with the times and make their business more customer-centric, including how to:

  • Leverage an integrated digital platform to strengthen relationships and grow revenues.
  • How to put the best use of marketing dollars for increasing campaign effectiveness.
  • How to strengthen the business with a single view of customer.

Moderator: Aashish Muttreja, Director- Solution Engineering, Oracle CX


  • Medha Tawde, CMO & Head Digital Transformation, Praxis Home Retail Ltd.
  • Devender Kumar, CXO & Head Digital Revenues, Angel One Ltd.
  • Jagdish Ramaswamy, President & Chief Digital Officer, Hindalco Industries Ltd.
  • Savio Rodrigues, Sr. VP Customer Service & Cross Sell, Shriram Finance

Industry Expert: Aditya Sudhindranath, Partner – Consulting, Deloitte India.

The relevance of data driven marketing for remarkable CX & achieving higher ROI is well established now. However, delivering seamless customer experience across touchpoints is easier said done, especially after the reopening of the world with face-to-face interactions happening alongside digital; and it requires an organization wide CX strategy including a clear understanding of customer mindset and commitment from top management.

In this panel, the industry experts will discuss and share from their experiences, about the critical factors of a 360 CX strategy and roadmap to deliver frictionless CX. The discussion will focus around:

  • Customers’ perceptions of CX and how they differ from marketers
  • Key areas where brands need to focus to deliver exceptional customer experience
  • CXO’s accountability in ensuring the smooth
  • CX strategy implementation
  • The role of right technology selection and the metrics to measure the success of CX efforts

Oracle Speaker: Ratnesh Mehra, Director – GTM & Strategy, Oracle CX


Aashish Muttreja

Head- Solution Engineering, Oracle CX

Aashish Muttreja

Digital marketing leader with over 18 years of experience in driving positive customer experience while working with various large organizations. 

Currently Aashish is leading the team of high performance solution engineers for CX Marketing business at Oracle India, with a core mission to solve business challenges with the use of new age smarter technology.

Aditya Sudhindranath

Partner - Consulting, Deloitte India

Aditya Sudhindranath

Aditya is a Partner at Deloitte and has 19 years of experience in Strategy & Operations Consulting and has a proven track record in delivering large scale transformation programs across consumer, enterprise and wholesale businesses. His core expertise is focused on Customer Experience led Business Transformation initiatives which includes Customer Strategy, Experience Design Management, Omnichannel Orchestration, Conversational AI / ChatBOTs and Customer Data Platform management. He is a Six Sigma black belt professional and his experience spans across Australia, Africa, Middle East & India.

Jagdish Ramaswamy

President & Chief Digital Officer, Hindalco Industries

Jagdish Ramaswamy

Jagdish Ramaswamy is an Electronics Engineer from VNIT, Nagpur with a post graduate certification in Statistical Quality Control, Operations Research and Reliability from the Indian Statistical Institute. Has more than 35 years of Industry experience cutting across various multinational companies i.e. Motorola, TYCO Healthcare in telecom design, data communication network design and commissioning, International sourcing followed by CXO role in IT services company WIPRO. He is a Master Black Belt in six sigma and a Business Excellence assessor for EFQM and Malcom Baldrige excellence frameworks.

In his current responsibility as Chief Digital Officer, his team is driving the Digital and IT transformation agenda of Hindalco Industries that includes organizational process digitization, Customer centric digital initiatives and Operational digitization including IoT, Analytics etc.

Jagdish has also served as a COO of Akshaya Patra Foundation, an NGO feeding more than1.5 million children every day in a short stint.

On the personal front Jagdish is one of the founding members of Rock fund, an organization engaged in educating girls. Currently there are about a 100 children being educated under this initiative and is deeply interested in Indian classical music. Hobbies include playing the guitar and mouth organ.

Recently he was recognised with a Digital Transformation Champion award by Smart Industry Forum for the efforts in digital transformation at Hindalco Industries.

Medha Tawde

Marketing Leader, Growth Marketer, Omnichannel Retail Strategist, Digital Transformation, Customer Experience Leader Praxis Home Retail Limited

Medha Tawde

Highly focused marketing leader with 20 years of experience in designing and delivering strategies that differentiate brands, grow market share and build customers loyalty. Strategic leader with demonstrated success in leading brands, through a customer-first approach to capture market position and deliver revenue growth.

Ratnesh Mehra

Director – GTM & Strategy, Oracle CX

Ratnesh Mehra

Over 23 years of experience in the IT Industry with a proven leadership in Customer Experience, CRM consulting and delivery, Ratnesh comes with invaluable CX knowledge of the market and domain and has helped leading organizations in India as well as globally to strategize, design and build world class Customer experience platforms.

He has well rounded experience in area of Customer Experience, Digital Marketing, Social CRM, Voice of Customer, Customer Analytics and B2B interactions.

Srishti Sofat

SVP, Product Development, Oracle CX

Srishti Sofat

Srishti Sofat is a Group Vice President in Oracle CX Marketing. She is an executive with a passion for building and scaling world class internet consumer and SAS enterprise
software products.

She provides strategic, technical and operational leadership to a global organizat ion and helps build a strong culture of product innovat ion and execution. She has been solving interesting problems in Marketing Automation, Personalization, Loyalty, Mobile, Mar-Tech and Consumer Search to help a global set of customers.
Proven track record of hiring 'A' players, building & mentor ing strong teams and leading geographically distributed teams. She has a Bachelors of Engineer ing in Comp Science from NITK Surathkal and an MBA from University of Washington.

Savio Rodrigues

Senior Vice President-Customer Service and Cross Sell, Shriram Finance

Medha Tawde

Savio possess nearly 26 years of experience in Operations Management, Customer Service, Cross sell, Quality & People Management. He is a certified Lean Six Sigma Green Belt. In addition, he offers excellent organizational skills, which have proven to be a critical asset in driving profitability.

Devender Kumar

CXO - Digital Revenues, Angel One

Ratnesh Mehra

Devender has built & led teams in Growth, Sales, Revenues, PNL, Product, Analytics, ML/AI, Online Marketing and Technology with an all-around experience of working in both start-up and corporate setups.
He has a proven record of scaling by 10x in each area of digital products & business.

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