For the past two decades, the technology industry has been obsessed with building moats. Network effects. Proprietary data. Switching costs. Regulation. Lock-in. The idea was simple: build something competitors cannot copy. Grow fast. Monetize later. The customer was not the point. The customer was the resource. It started with social media. Grab users now. Figure out the business model later. Treat attention as inventory to be harvested and sold to the highest bidder. The customers were...

In the ever-evolving landscape of business, customer experience (CX) has emerged as the defining battleground for growth and loyalty. As companies strive to differentiate themselves, the question arises: can artificial intelligence (AI) truly revolutionize the way we craft creative customer experiences? The promise of AI is tantalizing - a tireless, data-driven partner capable of personalising interactions, anticipating needs, and delivering delight at scale. But is this promise a reality or...

In the vibrant and rapidly evolving landscape of Indian business, the quest for delivering exceptional customer experience (CX) has never been more critical. As companies strive to differentiate themselves, the integration of artificial intelligence (AI) into customer experience strategies emerges as a game-changer. AI-driven CX in India is not just a futuristic concept; it is a present-day reality reshaping how businesses connect, engage, and grow. Today, I want to take you on a journey...