Dialed In - Second Edition

In Today’s Edition:

• Industry Snapshot: GenAI Adoption in CX
• A recommended read from our bookshelf
• Highlights from MoCX’25
• Featured eBook - Agentic AI for CX Leaders:
• Connect with our community & careers

Current State of Adoption

Our research reveals a market in transition, with most organizations moving from experimental to strategic implementation of GenAI in their CX operations.

1. EdTech leads GenAI-driven CX adoption
   With 33% at advanced integration, EdTechs are using GenAI to enhance contact centers through smarter query handling and personalized support.
   
   
2. Healthcare lags, but momentum is building
   Despite slow starts, rising interest in GenAI for summarization and agent support signals upcoming CX adoption—now is the time to build
   
   
3. Travel & Tourism will differentiate via hyper‑personalization
   ‍High implementation rates signal that bespoke packages—curated by AI—will become the norm, forcing traditional tour operators to partner or perish.

4. AI-native startups will disrupt the CX status quo
   New entrants unburdened by legacy systems can move directly to advanced integration—meaning established firms must either partner or acquire fast‑growing AI‑first players.

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What We're Reading

1. Personalized: Customer Strategy in the Age of AI

If you still see personalization as a “nice-to-have,” this book will change that. It shows how AI-powered personalization can be a strategic tool to drive trust, loyalty, and long-term value.

2. LLM Chronicles #6 – Pakodas Substack

A tactical deep dive into how AI-native startups can craft defensibility, from data moats to execution excellence in the LLM era.

3. Your Success with Generative AI May Come Down to These UX Decisions – Emergence Capital

AI’s capabilities + UX is the dealbreaker. This article outlines practical design decisions that make or break Gen AI adoption in real-world workflows.

4. High Agency – highagency.com

This manifesto reminds us that resourcefulness, not resources, defines how far someone goes, especially in high-stakes environments.

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Inside SquadStack | Masters of CX May’25 Tour Highlights

Masters of Customer Experience May ’25 tour was a ride, from Gurugram to Mumbai to Bangalore, we brought together 100+ CX & Sales leaders.

We explored how AI is being implemented across the entire funnel. From lead generation to collections, we highlighted the importance of agent buy-in and the

impact of real-time data on decision-making. The insights were bold, and the energy was unmatched.

Watch the MoCX '25 Recap Video

Candid chats, roundtables, behind-the-scenes energy, and top takeaways from all three cities. This isn’t just a recap, it’s your front-row seat to the future of customer experience. Don’t miss it.

Featured eBook - Agentic AI for CX Leaders: Building Systems That Think, Act, and Own Outcomes

Whether you're leading CX transformation initiatives, managing customer-facing teams, or exploring how autonomous systems can deliver superior customer outcomes, this guide provides the blueprint for AI implementation that scales intelligently, operates responsibly, and delivers measurable business impact.

Download eBook

Community & Careers

• Hiring
• In Conversation with the Humanoid AI Agent
• Podcast: Inside SquadStack
• Testimonials: Humans of SquadStack