Published
In this HFS Research and Genpact videocast, HFS's executive research leader, Melissa Fersht, and Genpact's global head of customer experience, Sachin Pai, explore how agentic AI is reshaping customer experience (CX), moving beyond chatbots and self-service to a future where AI acts on behalf of customers.
Their conversation covers:
The shift from handle-time metrics to profit and loss (P&L) impact
The growing capabilities of AI in emotionally sensitive interactions
The coming reversal of "press zero for a human" toward AI-first engagement
How roles will evolve from frontline execution to designing, governing, and improving intelligent agentic systems, signaling a major inflection point for CX, operations, and workforce transformation
Key takeaways:
Self-service is dead. The future is served by AI, and this signals a paradigm shift from deflection to delegation
Emotional labor is no longer a sticking point. Generative pretrained transformers (GPTs) are at a point where the emotional connection they can draw is exceeding what people can do
CX measurements are no longer about productivity but about metrics that directly impact a P&L statement
Human roles are moving from operators to supervisors, designers, and ethicists. We will be the ones who fix agentic systems, improve the algorithms, and feed them with the right data
