The Future of CX: Trends and Opportunities
Panel Discussion
Moderated by Naveen Temkar, CCXP
Associate Director, CX Practice & Employee Engagement, Material
Panellists: Raju Kotagal (Fivetran), Krishna Gautam (Vertex Group), Saravanan Vijayakumar (Squaircle), Amit Bhatia (Independent CX Consultant, APAC)
This panel discussion brought together diverse industry perspectives to reflect on the state of customer experience today and where the discipline must evolve to remain relevant and impactful.
Building on themes from across the conference, the discussion surfaced candid insights into the structural, cultural, and technological challenges shaping the future of CX.
Session Focus: A forward-looking discussion on the key trends, tensions, and opportunities defining the next era of customer experience.
Key Themes
- The CX gap and the ongoing challenge of siloed organizations
- Culture and ownership as the true infrastructure behind CX success
- AI as an enabler of CX, not a replacement for human judgment
- The need to evolve beyond traditional metrics like NPS®
- Guidance for the next generation of CX leaders
Key Idea: The future of CX depends on breaking silos, strengthening culture, and integrating AI thoughtfully to drive meaningful business outcomes.
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