Sri Narasimhan

Deep diving into customer segments uncovers opportunities for journey improvements and guides customer strategy. It is, however, a costly operation – in both time and money. CVS Health is pioneering an entirely new approach with agentic twins: large banks of data grouped by demographic, built on data from 400,000 consenting individuals. These banks provide deep, always-on insights in real time, bringing predictive capabilities and allowing teams to test hypotheses before launching full research projects.

In this session, Sri Narasimhan, VP of Enterprise CX at CVS Health, will share how – and why – the company has rolled out agentic twins to amplify the customer voice. He'll explain key learnings and early results, touching on identifying business cases,

ensuring accuracy and preserving customer trust.