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The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘retirement’, how to balance the human touch and AI in CX, the future of both CX and agentic CX, the role of LLMs in disrupting the dashboard-centric use cases for CX, trends in omnichannel and a whole bunch of other things.
This interview follows on…
The skinny
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