Despite record-breaking investments in AI, customer frustration is still at an all-time high. Bots promise seamless service but deliver deflection failures. Leaders are told to “buy the platform” and watch the magic happen - yet the magic never comes. Why? Because we’re designing for the technology instead of the psychology of the customer.

In this high-impact fireside chat, Akash will dismantle the “turnkey AI” myth and reveal a new philosophy for CX success, built on three pillars: anticipating needs before they’re voiced, embedding your brand’s DNA into every interaction, and treating AI as a guided service—not a stand-alone product. You’ll see real-world examples of how predictive, brand-aligned AI can create experiences so intuitive customers never feel the need to escalate.

You’ll learn how to:

• Identify and fix the hidden disconnect between AI capability and customer adoption.
• Shift from a UI-focused build to a truly customer-first UX.
• Embed empathy, trust, and brand identity directly into your AI’s language and behavior.
• Design AI journeys that maximize resolution rates while minimizing friction.