HFS PODCASTS

Unfiltered Stories | Data and AI-led CX Transformation, a view from EXL

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In the latest episode of HFS Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research, is joined by Shashank Verma, SVP and Global Head of Data and AI Led CX Transformation at EXL, to discuss how customer experience is transforming in the age of AI.

In this episode, we cover:

  • The increasing demand for CX services.
  • The importance of domain intelligence, tech expertise, and commitment to business outcomes in driving successful transformation.
  • The changing needs of customers and the impact of emerging technology, particularly GenAI, on customer experience.

    • Shashank Verma foresees a shift toward increasingly personalized and sophisticated customer interactions, emphasizing the pivotal role of GenAI in enhancing contact center operations and driving the development of autonomous agents.

    Also, read the associated report HFS Horizons: Customer Experience Service Providers, 2024, here: https://www.hfsresearch.com/research/hfs-horizons-customer-experience-service-providers-2024/

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