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Jim Wheless

Global Head of Customer Experience, TCS

Navin Mithel

Managing Partner, Customer Experience Transformation, TCS


  • While AI and analytics are automating labor and reducing operating costs, these intelligent technologies are useful in enhancing, not replacing, the human face the enterprise turns toward its customers.
  • Opportunies across all industries are in letting machines automate tasks and provide built-in support that frees up time for employees and  shorten time to problem resolution, aiding in personalized customer-service.
  • For best results, we suggest combining a human-centric approach with a machine-first approach.