An excerpt from the interview:
A major challenge Jain highlights is how brands handle dormant customers. In most organisations, once a consumer stops engaging or transacting, they are quickly moved into a retargeting funnel, often targeted again through paid ads or discount-driven campaigns. Jain argues that this approach is both inefficient and shortsighted.
He explains that brands often fail to recognise the long-term potential of these customers. Many of them are not lost but temporarily distracted. “A customer might transact for about 3,000 rupees every quarter,” he says. “That’s 12,000 rupees a year. If that person stops transacting, most brands put them back into the retargeting bucket.”
By identifying early signs of disengagement and re-establishing communication before the customer drifts away, brands can preserve loyalty while cutting down on unnecessary ad spend. Jain says the agentic system is built to help marketers detect these moments and act immediately, ensuring retention efforts are proactive rather than reactive.
