AMA with Shantanu Garg, Vice President - Grasim Industries, Aditya Birla Group

​Topic : Learnings from a Decade In Customer Centricity.

​Discussion Points

​- Ability to say NO & yet influence traditional business leaders to adopt Customer Centricity as investment

​- Digital Transformation & Adoption Journey – from Salesforce to D365 (MS Dynamics) CRM

​- Using Predictive Analytics To Drive Revenue Growth

​- Journey of setting the CX Framework For Aditya Birla Group

​- Net Promoter Score vs CSAT

​- Driving a culture change;

​---- transformation from monopoly & cost first org into a customer first organization

​---- building digital footprints for a analog business