dentsu–e4m report launch: Experts to decode how Gen AI is redefining customer experience

On the sidelines of the dentsu–e4m Digital Advertising Report 2026 launch on February 12, an expert panel of industry leaders will come together to decode how Generative AI is reshaping customer experience and driving measurable marketing outcomes. The session will spotlight the growing shift from rule-based personalisation to predictive, intelligence-led engagement, as brands increasingly leverage Gen AI to anticipate consumer needs, behaviours, and intent across touchpoints.

Titled ‘From Personalization to Prediction: How Gen AI is Redefining Customer Experience and Marketing ROI’, the panellists will explore how marketers are using advanced AI models to deliver more contextual, real-time and scalable experiences.

The panellists include Manisha Colaco, Head of Marketing, Prudential Life; Deepak Oram, Senior Vice President - Growth Marketing & Martech, HDFC Bank; Juzer Tambawalla, Director, Franklin Templeton; Ashish Nair, Chief Marketing Officer, Kotal Life Insurance; Sandeep Walunj, Chief Growth Officer, Equirus. The panel will be moderated by Hemant Kshirsagar, Chief Business Officer - Financial Services & FinTech, dentsu.

Top industry voices to take the stage at dentsu–e4m Digital Advertising Report 2026 launch

Generative AI is pushing customer experience beyond personalization into an era of prediction, where brands can anticipate needs, intent and outcomes in real time. By combining large-scale data, advanced models, and continuous learning, Gen AI enables smarter journey design, proactive service, and next-best-action marketing across channels. This shift is redefining how CX drives marketing ROI, moving from isolated optimizations to system-level impact, while demanding new approaches to data governance, talent, and responsible AI adoption.

The experts will share perspectives on deploying Gen AI across the customer journey, from content creation and media optimisation to commerce and customer service, while balancing creativity, trust, and responsible AI adoption.

The panel will also delve into the impact of Gen AI on marketing effectiveness and ROI, examining how predictive insights, automation, and data-driven decision-making are enabling brands to move beyond vanity metrics to tangible business growth. With Gen AI fast becoming central to modern marketing strategies, the session aims to offer actionable insights on how organisations can unlock value, enhance customer relationships, and build future-ready marketing ecosystems.

While the Presenting Partner of the event is Amazon Ads, the Streaming Partner is Spotify and the Powered by Partner is LinkedIn. The Gold Partners are Mobavenue, Huella, ThinkResult & Segumento and the Communication Partner is Truecaller Ads.