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Inside India’s CX Revolution: Albert Nel, Sr. Vice President- APAC & Japan, Genesys on India’s Cloud Hesitation, Agentic AI, and the Rise of Experience-Driven Brands

Analytics Insight
Jul 11, 2025 05:58
Market Trends
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Summary

Albert Nel, Senior Vice President at Genesys, discusses how India’s customer experience (CX) landscape is evolving, highlighting the country’s cautious adoption of cloud technologies and the growing impact of agentic AI in transforming customer interactions. He emphasizes that experience-driven brands leveraging AI are gaining a competitive edge, signaling a shift towards more intelligent, personalized customer engagement in India. This trend underscores the increasing importance of AI in shaping the future of CX across the region.

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