AI & Personalization: Driving Customer Experiences Across Omni-Channels

-


The Department of Commerce, CHRIST (Deemed to be University), Pune Lavasa, organized an insightful **online session** titled “AI & Personalization: Driving Customer Experiences Across Omni-Channels” to explore how emerging technologies are transforming modern commerce. The session provided students with valuable perspectives on the evolving relationship between artificial intelligence (AI), customer behaviour, and digital business strategies.

The session featured **Ms. Swetha Lagisetti**, a professional from Persistent Systems Ltd. and an alumna of the prestigious Indian Institute of Management Calcutta (IIM Calcutta). Drawing upon her industry experience and academic insights, she introduced students to the growing significance of AI-driven personalization in creating seamless, meaningful, and engaging customer experiences across multiple platforms.

In today’s competitive business environment, customers interact with brands through various touchpoints, including physical stores, websites, mobile applications, and social media platforms. Businesses must therefore ensure consistency and convenience throughout the customer journey. The online session highlighted how **omnichannel strategies** integrate these channels to create a unified shopping experience, enabling customers to transition effortlessly between online and offline environments.

A key focus of the discussion was the role of artificial intelligence, machine learning, and predictive analytics in understanding customer preferences. By analysing customer data, businesses can identify behavioural patterns, anticipate needs, recommend relevant products, and deliver personalized communication. These capabilities allow organizations to move beyond traditional marketing approaches towards more responsive, data-driven decision-making.

Ms. Lagisetti explained how personalization can strengthen customer engagement, improve satisfaction, and foster long-term brand loyalty. Through practical insights and relevant industry examples, students gained an understanding of how businesses leverage technology to deliver tailored experiences while improving operational efficiency. The session also emphasized that successful personalization requires more than sophisticated algorithms; it depends on understanding customers, identifying meaningful insights, and translating those insights into genuine value.

Importantly, the discussion acknowledged the challenges accompanying technological advancement. Data privacy, information security, algorithmic bias, and responsible data usage remain critical considerations for organizations adopting AI-enabled solutions. Businesses must balance personalization with transparency, ensuring that customers feel valued rather than monitored. This perspective encouraged students to consider the ethical responsibilities associated with technological innovation and digital commerce.

The virtual format enabled students to engage with industry perspectives and connect theoretical concepts with contemporary business practices. The session broadened their understanding of how technology influences marketing, customer relationship management, retail operations, and strategic decision-making. It also highlighted the importance of developing digital competencies, analytical thinking, adaptability, and customer-centric problem-solving skills to succeed in an increasingly technology-driven business landscape.

The programme reflected the Department of Commerce’s commitment to providing experiential learning opportunities that bridge academic knowledge and industry expectations. By facilitating online interactions with experienced professionals, the department continues to encourage students to explore emerging trends, question established practices, and prepare for evolving professional opportunities.

The session was coordinated by **Ms. Pallavi Pandey**, whose efforts contributed to creating a meaningful platform for industry–academia interaction. The programme concluded with an appreciation of the resource person’s valuable contribution and the relevance of AI-enabled personalization in shaping the future of commerce.

Overall, the online session offered students a forward-looking understanding of how artificial intelligence and omnichannel integration are redefining customer experiences. It reinforced the importance of combining technological innovation with ethical responsibility and human understanding to build sustainable, customer-focused businesses in the digital era.

Comments

Post a Comment

Popular posts from this blog

Attitude of Gratitude

-
Image
CHRIST values instill an attitude of gratitude in the students and despite leaving the portals of the college they never fail to express their appreciation and keep the college well informed about their achievements. It is always a pleasure to hear from ex-students and Director & Dean, Dr Fr Jossy George applauds the academic and professional success of the students in and out of the campus. Despite a temporary lock down and students being confined at home, the students are in constant touch with the Director and faculty and share their thoughts and feelings.     Bhavishya Sajith who majored in Finance speaks eloquently about her two year journey at CIM. She articulates that the memorable years gave a platform to discover her hidden talents. She is extremely grateful to Dr Fr Jossy, Dr Fr Arun and all faculty members for constantly encouraging her to do better and take active participation in all the activities. She considers it as a stepping stone to success. She fe...
Read more

WEBINAR ON ROLE OF DIGITAL MARKETING IN THE PHARMACEUTICAL SECTOR

-
Image
The webinar on “Role of Digital Marketing in the Pharmaceutical Sector” by Dr Manoj Kumar, Senior Vice President and Strategic Business Unit Head with INTAS/Accord Pharmaceuticals was organized by the School of Business and Management (BBA) at CHRIST (Deemed to be University), Pune Lavasa Campus on 16th December 2021.  The guest speaker, Dr Manoj Kumar, endorsed the impact and relevance of digital marketing in the Indian pharmaceutical industry with specific relevance to super-specialists. As doctors may not be available everywhere due to infrastructure and geographical constraints, digital consultancy showed a new way of a career in the pharmaceutical sector during COVID times The pandemic was the time when healthcare workers were praised and called superheroes. We realized how pharmaceutical companies had a big role in this too. From the production of life-saving medicines to covid vaccines, they did it all. But what we do not realize is that marketing had a big role to play in a...
Read more

LAVASA, IN DEFENSE OF AN EDUCATION AMIDST NATURE

-
Image
Lavasa, a city that lies between a range of rolling mountains, has often found its name in the news in the seat of dissension, but it is more than its hearings. With a backdrop of vivid sunsets and sunrises, the city provides a restful atmosphere away from the hustle-bustle of the city. The tranquillity and the close community in Lavasa help students have a clear mind and fulfil their dreams. This space is, according to the community, more conducive to education and learning.  Having an academic institution nestled in this valley is a true example of discovering roads less travelled. The city has been encouraging all to embark on a unique journey: a journey along winding roads and lush biodiversity to find some calm and clarity. The city and its institutions uplift students to make their own paths leading them to new discoveries and unforgettable memories. Exploring and navigating through teenage years and early adulthood, Lavasa has become a safe haven for many students. Venture o...
Read more