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.
You can listen above or watch this HFS Videocast here:
In this episode, we cover:
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.
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