Why are customer journeys still breaking in the age of AI?

Despite rapid AI adoption across customer experience, many enterprises still struggle to translate these investments into meaningful, enterprise-wide impact. Customer journeys often stall at system boundaries, service teams operate across disconnected platforms, and AI remains confined to isolated use cases rather than enabling true end-to-end resolution.

This gap is not due to a lack of AI tools or capability, but the absence of coordination across AI tools, enterprise data, and operational systems.

Here are few key CX technology shifts shaping customer experience, as identified by CX Network research:

1. AI-driven customer journeys: Customer intent is increasingly captured through AI interactions, requiring enterprises to connect conversations directly to operational systems to resolve issues in real time.
2. Voice AI as the CX interface: Advances in voice AI are raising expectations for natural, seamless interactions while increasing the need for stronger orchestration and governance.
3. AI agents executing workflows: AI is moving beyond answering questions to autonomously making governed decisions and completing workflows across enterprise systems.
4. AI operating systems orchestrating CX:  Enterprises are seeing the value of AI operating systems that coordinate AI tools, enterprise data, and workflows to enable seamless end-to-end journey execution.

In this webinar, we will explore how leading brands are responding to these shifts and why many are beginning to view AI not just as a feature, but as an operating layer for customer experience. We will also discuss key barriers to adoption, including governance, legacy architectures, and organizational silos.

Through real-world case studies, including a multinational automotive example, we will examine how unified, agentic CX systems can reduce manual follow-up work by 50 percent while improving customer feedback and CSAT.

• How these emerging technology developments impact customer journeys and business outcomes.
• Proven success strategies for implementing agentic and voice AI into your CX strategy with a focus on real-world case studies.
• Mitigating common challenges associated with technological transformation in CX.
  

Speaker

Gaurav Anand
VP & Head of Customer Interaction Suite
Tata Communications

Gaurav Anand is the Global Head of the Customer Interaction Suite (CIS) at Tata Communications. With over two decades of global experience, he leads the design and deployment of enterprise customer experience solutions through Tata Communications – which integrates CPaaS, CCaaS, and AI-powered CX platforms to drive exceptional customer interactions through a single unified layer. Gaurav has previously led global alliances and the hyperscalers strategy at Tata Communications. With experience across sales, business development, and commercial operations, Gaurav is a proven leader having built and led high-performing teams. Gaurav is also a Director of the Board at Tata Communications America.

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