AI Is Not a Tech Upgrade. It’s a CX Inflection Point. Over the last few months, one thing has become very clear. AI is no longer experimental. It’s being funded. It’s being institutionalised. It’s being embedded into roadmaps across industries. Every leadership room today has the same sentence floating around: “We need to run AI initiatives.” But from a Customer Experience lens, I believe we’re asking the wrong question. The conversation shouldn’t be: How do we implement AI? It should be: What kind of experience will AI amplify? AI Is Not a Technology Story For years, many of us in CX and operations have worked on: Reducing friction Improving TAT Driving NPS Increasing first contact resolution Personalising journeys Scaling support without losing trust Now AI promises to do all of this — at scale. And that’s exactly why it’s both powerful and dangerous. Because efficiency is easy to measure. Experience is not. A 20% reduction in cost-to-serve l...
There’s a scene in Zindagi Na Milegi Dobara that stays with people long after the movie ends. Arjun — the work-obsessed, constantly anxious, hyper-productive consultant — finally jumps into the ocean for a deep-sea dive. It isn’t graceful. It isn’t confident. It begins with fear. For a moment, he panics. He fights the water. He tries to stay in control of something that cannot be controlled. But then… something changes. He lets go. He stops resisting. And suddenly, the noise inside him — the urgency, the tension, the pressure — just disappears. What’s left is stillness. Clarity. A rare kind of peace. It’s one of the most powerful representations of surrender and transformation in modern cinema. And strangely, it’s the closest metaphor to what effortless Customer Experience actually feels like. The truth customers will never tell you directly Customers don’t wake up wanting “delight.” They don’t crave fireworks. They aren’t searching for moments of sur...