CX Reinvented with Agentic AI and Analytics

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry

My background and experience, which span 25+ years, are in Business Transformation. I have extensive experience collaborating with leaders across organizations, driving outcomes by leveraging the power of innovation and automation. I am passionate about solving customer problems by building relationships and influencing stakeholders while putting people first to help simplify their processes through technology.

Q2. How is the citizen development market evolving in terms of adoption and platform growth?

Citizen development was the main focus of Automation platforms such as Appian, Pega, and more through the concept of Low-code/No-code capabilities. The focus was on allowing non-technology resources with an analytical skillset to become self-sufficient using BPM tools to automate processes quickly. However, the adoption stalled due to the low-value processes' governance, risk, maintenance, and maturity. Citizen development adoption is anaemic due to a higher level of technical skillset needed, along with a lack of governance in organizations.

Q3. Which companies are leading in the development and deployment of AI agents for customer service?

Several CCaaS vendors, such as Verint, Genesys, Ring Central, and LivePerson, have introduced AI…