AI adoption is accelerating. Data readiness isn’t keeping pace.

You are sitting on more intelligence than ever before - every call, every interaction, every resolution is a signal. The organizations that figure out how to activate that signal with AI aren’t just improving customer experience. They’re changing how the entire business operates.

But there’s a gap most teams don’t see coming. AI deployments that start strong often plateau - the difference between staying there and breaking through comes down to a few things getting done right simultaneously: the data foundation, the operating model, and the human side of change.

In this session, Sneha Iyer, Observe.AI’s Business Value Lead and Ragesh Natarajan, Genpacts Vice President AI & Data – Global Customer Experience & Contact Center Transformation, will share what separates organizations genuinely transforming CX with AI from those running sophisticated but ultimately limited experiments.

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What we’ll get into:

• Diagnosing your foundation: How to identify whether your data infrastructure is quietly capping what your AI investments can deliver - and what to tackle first.
• Rethinking CX from the ground up: Why the biggest gains aren’t coming from adding AI to existing workflows, but from redesigning how customer interactions, agent roles, and operational decisions work together.
• What transformation looks like without the sugarcoating: Ragesh pulls back the curtain on what enterprise CX transformation really involves - the friction, the breakthroughs, and the markers that separate programs that last from ones that stall.

This isn’t a session about AI potential. It’s about what practitioners are doing right now to turn that potential into something real.