In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
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In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
AI, Culture, and the Future of Customer Experience: A Conversation with Murli Buluswar of Citi
The CX Iconoclast
35 minutes
4 months ago
AI, Culture, and the Future of Customer Experience: A Conversation with Murli Buluswar of Citi
In this episode of CX Iconoclast, OCX Cognition CEO Richard Owen sits down with Murli Buluswar, Head of Analytics at Citi’s U.S. Personal Bank, to explore how AI is reshaping customer insight and experience at enterprise scale. Murli shares his journey from early interest in behavioral science and analytics to leading cutting-edge initiatives that bring such innovation to life. From sharing intelligence across teams to improving operational risk detection and enabling hyper-personalization, h...
The CX Iconoclast
In this episode of The CX Iconoclast, Richard Owen hosts Bill Staikos, a CX and EX leader with more than 20 years of experience helping organizations move beyond dashboards and into delivering tangible business outcomes. Drawing on his unique perspective from both the vendor and buyer sides of the industry, Bill discusses why too many companies are still stuck in outdated models of customer experience - focused on surveys and metrics - rather than designing solutions with customers at the cen...
