July 3, 2025
3 min
Our research reveals a market in transition, with most organizations moving from experimental to strategic implementation of GenAI in their CX operations.
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.
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.
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.