New Delhi, August 2025 – Marketers today don’t complain about a lack of data. If anything, they’re drowning in it. The real challenge is knowing how to turn that flood of information into something that actually improves a customer’s experience.

That was the core of the conversation at IAMAI’s Click Summit 2025, hosted at the Andaz in New Delhi. And few made the case as clearly as Prashant Gadekar, VP & Regional Head - Business Development at Helo.ai, who joined the panel “Stop Collecting and Start Connecting.”

His message cut straight through the industry jargon: “data that just sits there is wasted. It only creates value when it powers real-time, human-like customer journeys”

Prashant’s perspective on transforming dormant data into real-time, hyper-personalized customer journeys has already captured wide attention, with features across major media platforms including Dailyhunt, Hindustan Metro, Republic News India, The Indian Bulletin, NewsMint24, NewsMirror, MetroCity News, Bharat Mirror, and India News24.

From Collection to Connection

The session shone a spotlight on a familiar but persistent problem: businesses are collecting more data than ever, but often end up stuck in what experts call “analysis paralysis.” With dashboards overflowing, many brands spend more time measuring than actually acting.

Prashant pushed for a different approach.

“The future of CX lies not in the amount of data you have, but in how meaningfully you activate it to shape real-time, humanized customer journeys.”

He explained that businesses need to move away from static reporting and instead focus on generating dynamic insights that can guide personalization in real time — whether that’s a timely loan reminder, a travel update delivered in the moment, or a subtle gesture of personalization in a luxury hotel.

A Panel of Industry Trailblazers

The panel was a mix of voices from very different sectors, making the conversation richer:

• Mihhiir Lakhani, VP – Marketing, Emeritus
  
• Vikram Singh, Head – Digital Marketing, ITC Hotels
  
• Manan Bajoria, Group VP – Growth Marketing, Ixigo
  
• Anchit Chandra, VP – Head of Digital Marketing, Muthoot FinCorp ONE
  
• Bhisham Bateja, Co-Founder, The Man Company
  
• Prashant Gadekar, Helo.ai
  
  

Together, they painted a picture of how personalization is evolving everywhere. Hotels are blending offline and online touchpoints. Travel platforms are trying to capture intent in real time. Financial institutions are working out how to stay personal without breaking compliance rules. D2C brands are learning that first-party data can drive storytelling, not just discounts.

Prashant added Helo.ai’s perspective helping large enterprises stitch together conversations across WhatsApp, RCS, Voice, and SMS with an AI-driven, omnichannel approach.

Why It Matters

Customers no longer compare you only to your direct competitors. They compare you to the best experience they’ve ever had whether that’s booking a flight, ordering dinner, or checking into a hotel.

That’s why Prashant’s reminder to stop hoarding data and start putting it to work felt timely. The companies that will win are those that can act on insights quickly, at scale, and in a way that still feels human.

Helo.ai’s Role in the Conversation

Helo.ai has been carving out its position as an AI-first omnichannel CPaaS platform, helping enterprises engage with millions of customers daily across WhatsApp, RCS, Voice, and SMS.

Prashant’s remarks at the summit reflected this mission bridging advanced technology with human-centered experiences. Whether it’s helping financial institutions reduce EMI defaults, enabling travel companies to capture critical micro-moments, or supporting retailers in creating smooth omnichannel journeys, Helo.ai continues to demonstrate how intelligently activated data can deliver both measurable business outcomes and memorable customer experiences.

Looking Forward

The IAMAI Click Summit 2025 was less about abstract theories and more about practical shifts in mindset. The message was clear: the race is no longer about the size of your database, but about how fast and effectively you can use it to connect with customers.

As Prashant put it, CX can’t just be a number on a dashboard — it has to be a lived experience.