The Future of Customer Engagement – Rohit Agarwal, CEO, The Weather Company

Session Summary

This keynote explored how consumer expectations, data, and technology are reshaping the future of customer engagement. Rohit Agarwal (CEO, The Weather Company) emphasized how universal behaviors, like checking the weather, illustrate both scale and frequency of consumer touchpoints. He argued that engagement needs to be contextual, hyper-personalized, and trustworthy. Ravi Dodda (CEO & Co-founder, MoEngage) tied this to the broader “Adapt or Die” theme, highlighting that marketers must connect insights into action faster and with cleaner data foundations.

The conversation reinforced that while AI and automation are critical enablers, success depends on embedding these tools into workflows, aligning them with business goals, and maintaining human judgment in decisions.

Top Takeaways

• Scale matters: Billions of daily weather checks are a proxy for why contextual engagement opportunities exist everywhere.
• Trust is critical: Data privacy and transparency underpin sustainable engagement.
• AI is a tool, not the strategy: It must accelerate personalization and decisions without eroding brand ethos.
• Connecting clean, unified data with embedded AI agents to operationalize personalization at scale.