Integrating AI into CX: A Balance of Technology, Empathy & ROI

“The ability to generate ROI is shifting from cost reduction to value creation through intelligent, empathetic, and predictive customer interactions.”
Ahshad Jussawalla, CEO, Jio Haptik

As enterprises move beyond basic automation and chatbots, AI Agents and Voice AI are emerging as the next frontier, capable of reasoning, acting autonomously, and delivering highly personalized, real-time experiences.

This CXO-only roundtable is essential because it addresses this new paradigm. We will move beyond the hype to explore how agentic AI is fundamentally transforming customer engagement and operations, the strategic role of voice-first interactions, and critically what enterprises need to scale responsibly. The discussion will provide an actionable framework for balancing technology, genuine human empathy, and clear, measurable financial returns in an increasingly AI-driven world.

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Agenda

Setting the stage for a high-impact evening with India’s most visionary CX leaders.

Theme 1: Why AI Agents Now? Discussion Pointers: - Difference between traditional automation, chatbots, and AI agents - What is Agentic AI and how it goes beyond rule-based systems - Why enterprises are moving from assistive AI to autonomous AI - Key drivers: CX scale, cost optimization, 24x7 operations

Theme 2: Chat AI Agents or Voice AI Agents: Where Each Fits Discussion Pointers: - Use cases for text-based AI agents vs Voice AI agents - Voice AI in contact centers, collections, support, sales, & more - Multilingual and accent handling in Indian & global markets - When voice-first works better than chat-first - Integration with CRM, ticketing, and backend systems

Theme 3: Real-world use cases. How are enterprises across the globe using AI in 2026

Theme 4: The Future Roadmap: What’s Next? Guiding Questions: - Where are you currently experimenting with AI agents? - What’s holding organizations back from scaling? - Build vs buy decisions - What would success look like in the next 12–18 months?