Priya Chakravarthy

Automation is redefining job roles, especially in CX, by streamlining operations and enabling hyper-personalization at scale. While AI provides deep insights through sentiment analysis, allowing businesses to proactively engage with customers, human empathy remains irreplaceable. The key lies in striking a balance—leveraging AI for efficiency while ensuring human touchpoints drive meaningful interactions. As AI takes over routine tasks, upskilling becomes crucial, making AI literacy a necessity rather than an option. The future of CX will be shaped by seamless AI-human collaboration, and businesses that integrate hybrid models today will lead the way in delivering exceptional customer experiences.