In today's global market, the success of a product or service is intricately tied to customer perception and experience, making effective customer experience (CX) management a cornerstone of business sustainability. Indian organizations, while striving for excellence in CX, face unique challenges, particularly in the digital domain. The post-pandemic landscape has magnified these challenges, especially for businesses operating in the digital realm, leading to declines in customer satisfaction due to subpar CX. To address these complexities and chart a path towards sustainable CX transformation, organizations must adopt proactive strategies. This involves leveraging the capabilities of Gen AI, which represents the next frontier in customer experience innovation.

The roundtable will explore Gen AI's role in shaping digital customer experience, focusing on strategies for enhanced CX and business success in a competitive landscape.