Featured in Times of India: How AI + Human Expertise is Revolutionizing Telecalling
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This isn’t a thought leadership piece. It’s a field report.
Drawn directly from closed-door conversations with over 40 CX and sales leaders at Master of CX roundtables across Mumbai, Bangalore, and Gurgaon by SquadStack, this whitepaper captures real strategies, stats, quotes, and learnings from teams that are already designing AI systems for India’s next era of customer experience.
If you want theory, look elsewhere. If you want what’s working, what’s breaking, and how leading CX teams are actually building AI that takes responsibility for outcomes, start here.
Top Players of the Industry
Where companies actually are on their Agentic AI journey, from early pilots to scaled use cases. No hype, just reality from the frontlines.
Winds of Preference
A behind-the-scenes look at how teams are testing AI in real workflows: what gets chosen, how it’s being measured, and what early signals matter most.
Top Priorities for Brokerages
Hard-earned lessons and surprising findings that challenge the usual AI playbook, from where bots break to why “faster” isn’t always “better.”
Top Priorities for Brokerages
Real-world org structures built for AI: new roles, escalation logic, ownership models, and how top teams are making human-AI collaboration work.
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Apurv Agrawal (CEO, SquadStack) says: Every pilot must be tied to a business metric. CAC, AHT, CSAT, conversion — or don’t do it.
Nikhil Garg (CTO, DMI Finance) says: The model is rarely the issue. It’s segmentation, rebuttal tuning, fallback logic — and ownership.
Anand Verma (CX Lead, SolarSquare) says: If there’s no owner for performance, drift, and daily logic updates, the system decays.
Apurv Agrawal (CEO, SquadStack) says: If your AI can’t outperform an average agent on at least one workflow, it’s not agentic — it’s scripted.
Akshay Suresh (Tata Digital Insurance) says: Start with friction. Design backwards from outcomes — not forward from AI capabilities.
